Add your feedback on energy supplier Iresa

simondm

I've just received my first bills from Iresa and they appear to have calculated the individual components of the charge correctly but included the usage twice for each fuel (VAT and standing charge have only been added once in the grand total, but the VAT is higher than it should be due to the double-counting).
For example, usage £32.23 standing charge £8.33 VAT £3.64, should be a bill total of £44.20 but they have added it up as £76.43.
I've sent a support ticket. It is worrying that there could be customers who haven't noticed this and are effectively paying double the kWh rate.

grumpycrab

simondm wrote: »

they appear to have calculated the individual components of the charge correctly but included the usage twice for each fuel

I too had been double charged for gas in November; apparently quite common but normally corrected before billing (under TRANSACTIONS you will see all the credits and debits which occur in real-time as opposed to BILLS which have been "stuck" for 2 months, apparently coming out as we speak).
I got a "revert" on my double-billing in minutes by sending a direct-message on twitter.
https://twitter.com/IresaEnergy/with_replies

mrnomoneybags

Avoid these clowns at all cost, they don't reply to support tickets and over 100 people waiting in the queue on the phone.

Absolute Joke of a company......... they don't do credit checks so charge a month in advance.

Ive only been with them since Oct and I'm moving away already.

ASavvyBuyer

simondm wrote: »

I've just received my first bills from Iresa and they appear to have calculated the individual components of the charge correctly but included the usage twice for each fuel (VAT and standing charge have only been added once in the grand total, but the VAT is higher than it should be due to the double-counting).
For example, usage £32.23 standing charge £8.33 VAT £3.64, should be a bill total of £44.20 but they have added it up as £76.43.
I've sent a support ticket. It is worrying that there could be customers who haven't noticed this and are effectively paying double the kWh rate.

Same has happened to us with the latest Bill, November electricity usage & standing charge charged twice. The figures on the Bill don't even add up correctly!

Been with Iresa for just over a year and fortunately this has been the first problem. Have sent a ticket and printed of pdf copies of the the messages, so that I have evidence of my first complaint.

Boxman

Speaking purely hypothetically (;)), if say someone had switched to another supplier 12 weeks ago and despite chasing Iresa for the £175 or so credit balance on the account giving them a three week deadline ending next week to return their money, is it worth the customer going straight to a small claims court procedure rather than going to the ombudsman?

As far as I am aware the numbers are not in dispute, the new supplier confirming in writing that they have given Iresa the fully validated final readings.

Raxiel

Boxman wrote: »

Speaking purely hypothetically (;)), if say someone had switched to another supplier 12 weeks ago and despite chasing Iresa for the £175 or so credit balance on the account giving them a three week deadline ending next week to return their money, is it worth the customer going straight to a small claims court procedure rather than going to the ombudsman?

As far as I am aware the numbers are not in dispute, the new supplier confirming in writing that they have given Iresa the fully validated final readings.

You can take the matter to court at any time. As there's no argument its your money you'd surely be awarded the total, although the court will want to see you've exhausted other avenues before it would entertain awarding you costs (including the filing fee).

You've complained to Iresa, but have you raised it officialy as a complaint?

When they missed the 6 week deadline set out in the supply licence conditions to raise my final bill and settle the account, I sent them a complaint in writing, including a copy of the back of my first bill from the new supplier, showing the opening readings. They responded initially very quickly to that, then after 2 weeks of silence, they raised the bill and issued the full refund within two days.

I believe you can start the 8 week clock for the ombudsman from when you first raised the issue with them, not necessarily when you made a formal complaint, so if your ultimatum was 3 weeks ago, you only have to wait another 5 before going to the ombudsman. A formal complaint gets their attention though.

bowen18

Changeover was without problem.
IRESA must be the worst company I have ever dealt with. I am still awaiting replies to emails commencing November 4th. almost impossible to contact by phone, I was number 93 when I phoned this morning.
I have cancelled today after 2 months.

Boxman

Where I could I have headed my requests (all on their website through the 'Support Ticket' portal)with the word Complaint, as the ticket is still open there is not a 'complaint' box to tick and I have headed the last three messages (a week apart) 'Without Prejudice'.


The only response I have had from them is one claiming that the new supplier has not provided them with the closing readings. The new supplier has assured me in writing that they have so I frankly find Iresa's claim hard to believe. The switch happened on the 5th October. On the 1st October I gave Iresa readings consistent with the final readings which given that they have not been queried I assume to have validated as being correct.

brewerdave

The message re past missing bills has gone from the IRESA landing page altogether!!
There is now a message about lengthy queues on the phone (no -really:rotfl: ) and also that there might be discrepancies in DD adjustments -but don't worry -we are working on it:rotfl:

Raxiel

Boxman wrote: »

Where I could I have headed my requests (all on their website through the 'Support Ticket' portal)with the word Complaint, as the ticket is still open there is not a 'complaint' box to tick and I have headed the last three messages (a week apart) 'Without Prejudice'.


The only response I have had from them is one claiming that the new supplier has not provided them with the closing readings. The new supplier has assured me in writing that they have so I frankly find Iresa's claim hard to believe. The switch happened on the 5th October. On the 1st October I gave Iresa readings consistent with the final readings which given that they have not been queried I assume to have validated as being correct.

Similar problem to the one I had then.
If they haven't done so already, ask your new supplier to provide you with a bill that shows the opening readings, print it off and stick it in an envelope with a letter or attach it to an email clearly marked complaint.
Remind them the date you switched, refer them to the enclosed opening bill, remind them of their obligation to raise a final bill within 6 weeks.
Remind them the date you first raised the issue and tell them you intend to go to the ombudsman if it's not resolved 8 weeks after that date. Give them ten days to respond by writing or email.

With post, send it first class, ideally with free proof of postage from the post office (this will help if it ever did get to court, but I doubt it will go that far).

When they receive it they will create a new complaint ticket. Use that one going forward, and close any others you have on the subject with a reference to the new one.

Reading between the lines of their responses to me, it seems Iresa have trouble receiving reads through the 'proper' system sometimes (particuarly if there's a delay between fuels), but they can manually override it. They won't take a customers word on the correct figure however, but they seem to accept another suppliers bill.