Iresa Limited - New Energy Company?

SnowMan

IRESA finally paid my credit balance back to me 16 weeks after my supply transferred on 25th July.

This was after many weeks of the EHU (Extra Help Unit) and myself trying to get them to do this.

IRESA claimed they hadn't been sent the flows. Screenprints of the flow screens, which seemed to show very clearly that the flows had gone to IRESA were sent to them. However weeks later IRESA have not commented on why they claimed the flows hadn't been sent through.

IRESA have also failed to respond to my request for specific details on what attempts they made to get the flows resent.

As far as I can tell the only thing they did was on 30th October to ring EDF to get the opening reads over the phone, but they didn't take it any further, and just decided this wasn't sufficient information to refund the credit.

After the credit refund (the amount was correct) was made, out of the blue, and with no apology, my IRESA account balance was showing as £0. However in the past few days IRESA are now trying to charge me for gas used after my supply transferred away. There are 4 separate charges for periods after 25th July totalling over £50. Not sure if this is part of the latest billing issue they seem to have.

System

SnowMan wrote: »

IRESA finally paid my credit balance back to me 16 weeks after my supply transferred on 25th July.

This was after many weeks of the EHU (Extra Help Unit) and myself trying to get them to do this.

IRESA claimed they hadn't been sent the flows. Screenprints of the flow screens, which seemed to show very clearly that the flows had gone to IRESA were sent to them. However weeks later IRESA have not commented on why they claimed the flows hadn't been sent through.

IRESA have also failed to respond to my request for specific details on what attempts they made to get the flows resent.

As far as I can tell the only thing they did was on 30th October to ring EDF to get the opening reads over the phone, but they didn't take it any further, and just decided this wasn't sufficient information to refund the credit.

After the credit refund (the amount was correct) was made, out of the blue, and with no apology, my IRESA account balance was showing as £0. However in the past few days IRESA are now trying to charge me for gas used after my supply transferred away. There are 4 separate charges for periods after 25th July totalling over £50. Not sure if this is part of the latest billing issue they seem to have.

Pass all the details etc to consumeraffairs@ofgem.gov.uk

Raxiel

SnowMan wrote: »

IRESA finally paid my credit balance back to me 16 weeks after my supply transferred on 25th July.

This was after many weeks of the EHU (Extra Help Unit) and myself trying to get them to do this.

IRESA claimed they hadn't been sent the flows. Screenprints of the flow screens, which seemed to show very clearly that the flows had gone to IRESA were sent to them. However weeks later IRESA have not commented on why they claimed the flows hadn't been sent through.

IRESA have also failed to respond to my request for specific details on what attempts they made to get the flows resent.

As far as I can tell the only thing they did was on 30th October to ring EDF to get the opening reads over the phone, but they didn't take it any further, and just decided this wasn't sufficient information to refund the credit.

After the credit refund (the amount was correct) was made, out of the blue, and with no apology, my IRESA account balance was showing as £0. However in the past few days IRESA are now trying to charge me for gas used after my supply transferred away. There are 4 separate charges for periods after 25th July totalling over £50. Not sure if this is part of the latest billing issue they seem to have.

Good to hear you got your money back. I hope they won't take 16 weeks with me, but if they get to 13 weeks (I'm counting the 8 weeks from when I first raised the issue, rather than when they received my written complaint - ie today) they'll be getting an Ombudsman fee too.

I have a bunch of post-supply estimates on my account too, although they've not applied them to my displayed credit balance.

Edit: Well, they got my letter, and there's a new ticket on my account. Lets see what happens next.

saving-mad

Ive ended up contacting the ombudsman today, we have a £300 overpayment sat in our account, i asked for it back weeks ago and threatened to cancel my direct debit until I've used up my credit. they reduced my dd by £20 (to an amount we do actually use) but not refunded the extra. As soon as we'd been with them 6 months i started asking them to reduce our payments. that took them 3 months.

i also had meter read submitted on 28th and then an estimated one on 31st October.

System

saving-mad wrote: »

Ive ended up contacting the ombudsman today, we have a £300 overpayment sat in our account, i asked for it back weeks ago and threatened to cancel my direct debit until I've used up my credit. they reduced my dd by £20 (to an amount we do actually use) but not refunded the extra. As soon as we'd been with them 6 months i started asking them to reduce our payments. that took them 3 months.

i also had meter read submitted on 28th and then an estimated one on 31st October.

Report Iresa to consumeraffairs@ofgem.gov.uk for a possible breach of Licence conditions:

Provision of final Bill

27.17 Where the responsibility for the supply of gas to a Domestic Customer transfers from the licensee to another Gas Supplier or otherwise terminates, the license must take all reasonable steps to send a final Bill or statement of account of the Domestic Customer’s account within 6 weeks of the supplier transfer or termination of the Domestic Supply Contract.

I say, possible, as Iresa will no doubt argue that they took all reasonable steps.

saving-mad

Hengus wrote: »

Report Iresa to consumeraffairs@ofgem.gov.uk for a possible breach of Licence conditions:

Provision of final Bill

27.17 Where the responsibility for the supply of gas to a Domestic Customer transfers from the licensee to another Gas Supplier or otherwise terminates, the license must take all reasonable steps to send a final Bill or statement of account of the Domestic Customer’s account within 6 weeks of the supplier transfer or termination of the Domestic Supply Contract.

I say, possible, as Iresa will no doubt argue that they took all reasonable steps.

Forgot to add they still haven't told our last company the moving read so theres an overpayment sat with them too.
We replaced our chest freezer last christmas as it was eating electric so we've had high monthly payments t cover that we've had 11 months of using such less electric.

Raxiel

Another update already.
They say they didn't get my final readings from E.ON (although they accept the issue may be at their end).
I know the two readings were sent on separate occasions so perhaps they only looked once?

Either way, having read other people's experiences here, I included a copy of my opening E.ON bill. They've agreed to enter the figures manually and get the final bill raised ASAP.

That's not the same thing as issuing the refund, but it's progress.

rusty_frog

We have been with Iresa since Feb 2017.
I dont really have a complaint about them.
Electricity comes on when we flick a switch, gas flows when the boiler kicks in.
However after reading posts mad on the forum, because we are in credit by around £160, I expect problems if and when I switch.
With the above in mind, is it legal/possible to stop my direct debit and run down my credit held by Iresa until a switch takes place?
This would need to be done around 2 months before any such switch to use up my credit.
If I ended up owing them money, I would be happy to send them a cheque.
They would not get my credit or debit card number!

Raxiel

rusty_frog wrote: »

We have been with Iresa since Feb 2017.
I dont really have a complaint about them.
Electricity comes on when we flick a switch, gas flows when the boiler kicks in.
However after reading posts mad on the forum, because we are in credit by around £160, I expect problems if and when I switch.
With the above in mind, is it legal/possible to stop my direct debit and run down my credit held by Iresa until a switch takes place?
This would need to be done around 2 months before any such switch to use up my credit.
If I ended up owing them money, I would be happy to send them a cheque.
They would not get my credit or debit card number!

If you're really concerned, best thing to do is switch in the spring, once your 'winter surplus' has been used up. Iresa pay interest on your credit balance, but reserve the right to charge interest if it goes negative.

Iresa's problem, I think, is an over reliance on automated systems and not enough humans, meaning it takes longer than it should to correct stuff when it goes wrong. They're not out to scam anyone (and I say this as someone who has an active official complaint to get my credit balance back)

w0z

Beware getting a quote from their website, Iresa don't show vat inclusive prices on unit charges and daily standing charge. I think the total showing on the top does include vat, but I didn't work it out exactly. Of course MSE energy club do show vat inclusive prices.

Also you can't change the Economy 7 Day/Night ratio on their online quoting system, theirs is fixed (assumes) 40% night units if you get a quote.

I called them today, caller queue was 119 people waiting then on second attempt much later still over 100, I waited hoping it would decrease quickly but had to abandon both after long waits.
Dreadful. :mad:
Oh well they were relatively cheap so musn't grumble...yet, let's wait and see how well and quickly they respond to my message.