Add your feedback on energy supplier Iresa

nigelbb

Biscuit_Tin wrote: »

On what basis would you advise the bank the payment was "unauthorised"?

Probably not a question Gambler wants to hear asked, but better to clarify it now rather than be embarrassed when making this allegation at the bank

The payment was unauthorised because they had switched supplier over a week previously & were no longer a customer. Iresa had no right to continue taking monthly regular payments which were always payments in advance for future consumption.

t0rt0ise

Gambler wrote: »

Thanks for the post. Not great news.


My switch to Avro completed on 12-Feb.


Still waiting for final bills but charges are on my account for gas with the correct meter reading supplied to Avro.


No charges for Electricity.


Account is £100 in credit but they still took a further direct debit payment yesterday for the normal monthly amount of £100.


They've been a disaster from Day 1 and contacting them is a joke.


Can I claim yesterday's payment back from my bank under the direct debit guarantee?

Yes you can but you have to cancel the direct debit too. I did this with my previous supplier when moving to Iresa. I was concerned that cancelling the DD would mean I wouldn’t get the refund in my account but I did. Got the DD money back through the bank and then the refunded credit balance a bit later.

miniemma

I rang Iresa last week and authorised a one off DD so that my account would be zero so that they would stop blocking my transfer away (also explained to them that they shouldn't be blocking it as they hadn't billed me)

The DD left my account yesterday and is still showing as Pending on my Iresa account. Does anyone know when it should clear at their end?

And I've just realised that they will almost definitely split it 50/50 with my gas account that is already zero won't they! Argh, another hour on the phone!

And then they will add more charges on 28th won't they! It's a race to get the transfer approved!

molerat

Usually takes about 4 days for DD payments to show as paid.

quiet_advisor

molerat wrote: »

Usually takes about 4 days for DD payments to show as paid.

Agreed re Iresa DD process, but have just checked some of our other DD payments;Credit card, council tax and broadband; and they are generally credited on the same day as the debit on the bank account.

Is Iresa reducing interest payments on credit balances by delaying the appearance of the credit on the account, or is it paranoia. Any banking experts out there?

miniemma

The support ticket reply I have just received throws up some interesting info. Also, notice the date and time of the reply!

---

23rd February 2018, 12:40 am
From: Customer Support
Hello,

Thank you for your email.

I can see that your account is in debt by £145.58 and that you have arranged for a one-off payment for this amount, once we receive this we will lift the block on your account and you are free to switch.

I have issued a quarterly bill for you today which will act as a final bill for the gas account as our system does not allow us to issue a final bill on one section of a dual fuel account. I hope this is sufficient, it will show all the information a final bill shows and I am sorry we can not offer a labeled final bill.

Kindest regards,
Angharad.
Complaints Team.

---

My gas switched away in early November, the £145 is for elec only. Amazingly a bill has actually appeared but it is far from quarterly. It's June 2017 to Jan 2018 so I'll have to go through it with a fine tooth comb.

Fingers crossed I'll be out of this hell soon! But possibly out of one frying pan and straight into another with a fox!

rosy10

back again with an update.

hour in the phone queue this morning, started 09:24 at number 62, (freephone number 0800 433 7812). Put the phone on speaker and go on with life whilst in queue.

Spoke to a lovely chap, who I feel really sorry for.

I have a DD payment pending against my account, which was taken on the 20th; when applied this puts my account in credit. I offered credit/debit card to clear the £20 there and then, though was unable to pay via these routes as 'they cannot take payment details over the phone as all messages are recorded for training purposes'.

Here's an interesting nugget - I was told that as there was a payment pending which would put my account in credit that he would request from his manager a lifting of the block on my transfer...

sadly, as I was outside of 24 hours since IRESA sent their 'objection' to my switch - this couldn't happen, (I was visiting my elderly mum).

I have been advised by IRESA to contact the supplier I would like to switch to on Saturday to have another bash at switching.

Footnote: I was faintly amused by the text of my complaint raised on behalf by the IRESA representative and I quote

I have marked this email as a complaint for you, please feel free to add your own comments to this email threat and the complaints team will respond to you.

molerat

Just had a message from ombudsman that Iresa are refunding my whole outstanding credit at 31 Jan. Received 4 e-mails from Iresa refunding it as 4 separate payments of 3 x monthly payment amount and 1 smaller one to make up the balance. All showing as pending on the payments page.

Merlin139

Have just given my monthly reading to Iresa. This is my Final reading. Have also give the same readings to OFTM as requested by them today. My switch should take place from 28 Feb 18. From Iresa I have received an E-mail saying they have been advised that I wish to leave and are (Sorry to see me go):rotfl: They have also sent me an E-mail saying that I need to look at switching or taking out a new tariff!

Both Gas and Electric are still in credit after these last readings. Gas about £50 and Electric £5

My use since 12 April 17 has been approximately what I said it would be:

Gas: 7470 kWh's Electric: 2255 kWh's

Will now see how long the switch and final refund will take. I think I will be lucky if its all done by end of May. I know the Gas will take longer as I get my Gas through an IGT. This means it take 5 weeks to confirm my gas readings. God knows why but it has been the problem each time I have switched.

From: Customer Support
Gas and Electric supply transfer requests have been completed and your new supplier should commence supplying you by 28/02/2018. Final meter reading to be sent to Iresa from the new supplier within 10 days after the change of supplier.

Closed my open ticket because I am leaving!

---

The final bill will be produced after receipt of final reading and account closed afterwards.


Account closure will take about 4 weeks to be completed and escalations will only be accepted if the issue has now been resolved within this period.


Kind Regards,


Jack

and escalations will only be accepted if the issue has now been resolved within this period?

Savershaver

nigelbb wrote: »

What's with the duff advice & smiley face? I know that you are an apologist for IRESA but your comment is not humorous.

clare155 has tried to switch & IRESA responded not only by obstructing the switch but by increasing the Direct Debit. To prevent any more money being taken while the switch happens if the Direct Debit isn't available they will just produce a final bill which can be paid. IRESA should have allowed the switch when requested. That in itself is cause for complaint.

Had a terrible last year moneywise, really desperate tbh.
Used sites to find the cheapest of everything switched to Iresa then got worried fast.
The Iresa feedback of experience here on this thread was useful.

I did get a helpful reply off Hengus. I did switch and it was instant relief in a v difficult time. I hope this person got it sorted and others too.