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grumpycrab

Billing cycle in progress. But it appears to be stuck, resulting in lot of emails being sent...

ASavvyBuyer

Pleased to say that our December Electricity Bill/Statement from Iresa was posted on-line, on time, this month and is correct.

They have also removed the incorrect bill from Oct/Nov and issued a new "correct" Bill.

brewerdave

grumpycrab wrote: »

Billing cycle in progress. But it appears to be stuck, resulting in lot of emails being sent...

Haven't had "your bill is ready" type email since September's bill !

footyguy

footyguy wrote: »

Today I have the December bill. Looks good ... apart from the opening balance.

According to the Bill history page, my closng balance on 30 Nov was a reasonable credit, yet the opening balance on 01 Dec is a huge debit.

So checked the Oct & Nov combined bill again, and yes, they secretly change it on 02 Jan
Completely fubar'd. They actually billed me for Oct & Nov more than I have ever used in total the whole period I've been with Iresa, partly because they have billed the whole period again (and not cancelled previous bills) and double billed for some too.

So for a bill that suggests it covers 61 days, they've charged me 100s of days standing charge too.

But I have copies of the previous bills downloaded (as well as some screen dumps of obvious errors), so hopefully they'll sort this all out ... eventually.

Now waiting for the crazy amendment they will suggset to my monthly DD due to my account supposedly being in huge debit.

(Fortunately, I have a great spreadsheet that tells me what I should be billed and what my balance should be, ignoring the interest they will owe me too.)

So I called Iresa today at about 3pm to try and sort this out.

Having read suggested other posts suggesting wait lists of as many as 90 people waiting, I was ready for a long wait.

I was number 2 in the waitllist, resulting in a waiting time I estmate of about 2 minutes.

Whilst I would say I did not have full confidence in the person who answered the call (they admitted they were new), eventually I managed to describe the issue to them, and they verbally apologised and said they would re-bill.
It did take about 20 minutes to get the person to understand the issue.
However, they have now promised an email before the end of today that describes what they will be doing, and the estimated timing for them completing the tasks they will set themselves.

We'll see...watch this space

footyguy

^^^
Email received

Unfortunately it does not include a timeframe for resolution, but they now seem to be on the case. The email is also on the support centre, and it ties to earlier emails I have sent, so they know the clock is ticking to get this resolved...

Claimed they had already previously escalated the matter, but why didn't they say so earlier if that were the case? No mention in the phone call the matter had been escalated. In fact, seemed surprised when I said I had previously emailed them about it.

Oh well, they now can't claim to have not got the initial emails from me, have now admitted the error, and say they are working on the solution (a revised bill). Watch this space for further developments

martyp

One positive point for them, they have sent me an e-mail today giving me notice that my tariff ends on 1st March if I wanted to switch supplier (a potential nightmare according to some comments on here). I think that's 42-49 days notice, the Flex5 fixed tariff is now my 2nd cheapest after Outfox the Market. Still, the communication is more clearer than that received from British Gas when I was with them this time last year where it implied there would be charges...

brewerdave

martyp wrote: »

One positive point for them, they have sent me an e-mail today giving me notice that my tariff ends on 1st March if I wanted to switch supplier (a potential nightmare according to some comments on here). I think that's 42-49 days notice, the Flex5 fixed tariff is now my 2nd cheapest after Outfox the Market. Still, the communication is more clearer than that received from British Gas when I was with them this time last year where it implied there would be charges...

Same here ...my deal ends 3rd March...as I'm trying to reduce our leccy usage , the savings with Outfox the Market would be relatively little so may as well stick with the Devil I know:rotfl:
Also, the tariff with Outfox the Market is variable ,so a bad Winter could see the £30 savings vanish in a puff of power station steam!!

martyp

I agree, the variable thing with Outfox the Market is my main concern. Better the devil you know I agree with as I think Iresa has been good for me so far and hiccups are fair enough for a small new company with a low number of staff. I accept the fiddling around with bills etc. As they did acknowledge there was an issue and things seem to be sorted and the interest is being paid every month (about 45p on my £112 or so balance). I think the main issues surround contacting them and leaving them so keeping with them if everything is going OK seems to be ok at the moment.

footyguy

footyguy wrote: »

...
Now waiting for the crazy amendment they will suggset to my monthly DD due to my account supposedly being in huge debit....

Arrived :mad:

footyguy wrote: »

So I called Iresa today at about 3pm to try and sort this out.

Having read suggested other posts suggesting wait lists of as many as 90 people waiting, I was ready for a long wait.

I was number 2 in the waitllist, resulting in a waiting time I estmate of about 2 minutes.

...

Looks like I may have got lucky on Thursday.

Called them this morning at about 8.30am and was over 50 in the waiting list
But the waitlist is reducing by about 1 per minute. Now into the teens

footyguy

So just off the phone to Iresa...

Took about an hour to get through the 50+ waitlist, and was then on the phone to them for another hour (sorry, anyone behind me in the waitlist)

Snotty emails changing my monthly direct debit have now been reversed. Also a promise that a one-off payment is no longer needed.(Still waiting for written confirmation of that)

But they have done this by digging the hole even deeper, and applying quick fixes to the account.

From what I can tell. they have deleted the erroneous charges based on a revised Oct/Nov bill on the transaction page, and replaced them with the erroneous charges on the initial Oct/Nov bill (erroneous because it does not include charges for Nov), and now added the December charges.

So now the account is back in credit again, at least on the front page.

The bill history page says something completely different, and none of the bills have been changed.

It was suggested the bills will not change again until this month's billing cycle. I don't see why, they've changed them mid cycle before.

Now I'm arguing over the missing interst they owe me, and they say they need a week to calculate that .:rotfl:

Well, I've tried to help them, but the phone jockey's don't have a clue, and the people behind the scenes making all the decisions are too scared to come to the phone and explain them.