Supplier objecting to switch

lisyloo

I am currently with iSupply energy for electricity.
I've decided to switch because I'm not happy with either of my existing suppliers (nower for gas) even though there's a charge of £30 to leave iSupply.

isupply have messaged me to say

We have received correspondence from one of our competitors requesting to take over your supply.
Please do not worry we have objected to this switch and are pleased to advise that ISupply Energy will continue to supply your property.

Can anyone explain what this means? Can a supplier stop me from switching? (I can't make phone calls from work easily).

If they can how do I retreive money they owe me.
When I started they set my DD really high (£179). I objected and they lowered it a bit. I was told I could claim back the excess after my first bill. When I rang after my first bill I was told I couldn't have the money back but they'd lower my payment. Since then I've installed solar panels and live away so use hardly any leccy.
So if they can stop me switching, how do I get my money back from them.
One of the reasons I want to get away is that they haven't played fair with the amount they've charged (or getting it back).

Thanks

Mr_K

The usual reason for objecting to a switch is if you owe them a lot of money. This doesn't seem to be the case so I think you need to ask them to explain themselves (and refund you).

cklass

That message they've sent you is ridiculous. As far as I am aware, a supplier cannot stop you from switching unless you are in debt, which obviously isn't the case here.

Check out this page for information regarding your direct debit and credit issues: http://www.moneysavingexpert.com/utilities/lower-energy-direct-debits

Energy suppliers must ensure that direct debits are fair and based on usage. They must also refund credit if your usage indicates that you've been overpaying. If they are refusing to do this, you can complain to the Ombudsman.

System

Whilst you are 'complaining' do not lose the takeover meter readings; put the DD payments into an interest-bearing account and monitor your usage. My guess is as soon as the previous tenant gets a bill with his/her name on it, this problem will be sorted out very quickly.

MABLE

OP just phone them rather than getting the world and his partner playing the speculating game.

lisyloo

Thanks all for the info.
I should have said I'm on a fix but I assumed you just paid the fee to leave early. iSupply have just assumed the switch was made in error. I've told them it's not an error and I want to leave.

Hengus - I think you're on the wrong thread - no tenants here.

Mable - it's really difficult for me to phone from work.
I work away during the week - not even sure whether my current appartment has a landline (checked in yesterday).
I commute underground so can't use a mobile there.
I'm not claiming it's impossible (it isn't) but I'm just explaining why some people try to do as much as possible on-line.

lisyloo

UPDATE: isupply automatically objected because I did not tell them I wanted to leave. They claim this is "security against fraud" - I'm cynical about that.

I have now advised them I want to leave and advised new supplier to re-apply.

I have also complained about the overcharge situation.
I initially complained it was way too high (£179).
I've since had it reduced 3 times (£140, £90, £72) but it's been a lot of effort (phone calls) and I think it's still too high (consdering solar PV and only live there at weekends).
Credit was £249 at last bill but it's probably higher now.
I understand a little credit may be required but several hundreds of pounds for one utility is an issue.
They told me I could get a refund after 1st bill and then said that was incorrect (I believe that was a ruse to get me off the phone).
I've complained and asked them to waive my £30 fee as I'm leaving because of overcharging and their inability to resolve the issue despite much effort from me.
I understand about winter weightings, but I think some companies really take the Mick and must have millions of pounds of customer's money stored up.

If I have to pay £30 then so be it, but I think it's worth complaining about as I want them to receive that feedback. I realise they won't set policy on my dislikes but it accumulates if many people say the same thing.

lisyloo

Further update:
isupply have agreed to waive the £30 exit fee. I'm happy with that, but one point I'd like to make for others to consider.
Everything I did by phone is unrecorded so I can't prove anything in a complaint (phone calls may be recorded but you'd need date, time, name to retrieve them).
Every on-line message I've sent them and they've sent me is recorded and can be used as provable info if there is a formal complaint.

System

lisyloo wrote: »

UPDATE: isupply automatically objected because I did not tell them I wanted to leave. They claim this is "security against fraud" - I'm cynical about that.

.

You are right to be. There is no requirement to tell your existing supplier as responsibility for the switching process management is with your new supplier. My guess is that this is an amateurish attempt to force you to have a conversation about the switch.

AirCooledHeaven

This happened to me, in fact isupply blocked my switch twice, even though my account was over £100 in credit. Finally my switch went through but I've now been waiting 7 weeks for a refund from them. The worst customer service I've ever experienced.

SevenOfNine

lisyloo wrote: »

Everything I did by phone is unrecorded so I can't prove anything in a complaint (phone calls may be recorded but you'd need date, time, name to retrieve them).
Every on-line message I've sent them and they've sent me is recorded and can be used as provable info if there is a formal complaint.

Wise advice for ANY difficulty experienced with any supplier of any product. I also prefer on-line messages/emails/even old fashioned letters, but whenever I'm obliged to call I rarely (if ever) fail to note name, date, time (& the number a rang), plus a note or two about what they said. Has been useful on more than one occasion when a complaint must be escalated. A company will often fall back on the "who did you speak to" line, being able to answer the question EXACTLY scores first point to me.