Add your feedback on energy supplier Iresa

Sellurgranny

I rue the day that i ever signed up with Iresa. Like many others I have been trying to leave Iresa, since Mid April. I have successfully managed to switch my gas supply to OneSelect but they keep denying my electricity switch due to debit on account. I have brought both accounts up to date (I was less than £30 in debit on my electricity account) and am waiting for that to show on my accounts. Iresa support ticket reply says wait a few days. They do go on to say I have to be in credit with a DD, which I cancelled early May.

Can I ask if they can insist I have a current DD? I dont want to reinstate it as I cannot afford to pay two lots of DD's at once! Plus I dont want to end up with them owing me money as it seems this is the flip side of doing things 'their way'.

Any advice would be appreciated.

I have written out a timeline and am going to phone them but need to be sure of my facts so they don't bamboozle me when I speak to them.

Vendee

Sellurgranny wrote: »

Can I ask if they can insist I have a current DD? I dont want to reinstate it as I cannot afford to pay two lots of DD's at once! Plus I dont want to end up with them owing me money as it seems this is the flip side of doing things 'their way'.

Any advice would be appreciated.

No, they don't need a DD in place to refund. As long as they have your bank details then they just make a bank transfer.

I was in exactly the same situation as you. I had cancelled my DD two months previously because of a large credit balance which they refused to address. After I switched and and after a phone call to prompt them, they paid my final credit balance into my bank account. Horrible company and I'm glad I'm rid of them.

8bits

Hi guys,
I've moved to a new property end of April. Turns out the electricity supplier is Iresa... Here's a brief timeline:

26/04: move in
27/04: ask Bulb to switch; "We'll start supplying you with energy on the 17 May 2018."
30/04: Bulb: "Objection to your electricity transfer"
01/05: call Iresa to let them know when I've moved in, give meter reading, setup direct debit account
05/05: re-apply to Bulb
09/05: Bulb: "Objection to your electricity transfer"
09/05: call Iresa, "why are you objecting my switch?" "blablabla you will be able to switch in 2 weeks", give them again new meter reading. After my call I get an email "I have taken new meter readings and have entered them into the system for you these can take up to 14 days to validate" (lol)
21/05: Iresa charge me £44.79 on my account - no bill, no tariff explanation
22/05: contact Bulb to start the switching process
24/05: Bulb: "We've just re-applied to switch your electricity meter over to Bulb again following the objection. The switch will take place on the 1st of June and we will ask for your opening meter reads on the 27th of May."
27/05: submit meter readings to Bulb
29/05: Bulb: "Your old supplier has objected to your electricity switch"

What am I supposed to do now?

ps. I can't even log in to their website as I don't have a proper account (it was made on the phone). Tried to reset the password with my email they have and it says "Invalid Information" :j

System

8bits wrote: »

Hi guys,
I've moved to a new property end of April. Turns out the electricity supplier is Iresa... Here's a brief timeline:

26/04: move in
27/04: ask Bulb to switch; "We'll start supplying you with energy on the 17 May 2018."
30/04: Bulb: "Objection to your electricity transfer"
01/05: call Iresa to let them know when I've moved in, give meter reading, setup direct debit account
05/05: re-apply to Bulb
09/05: Bulb: "Objection to your electricity transfer"
09/05: call Iresa, "why are you objecting my switch?" "blablabla you will be able to switch in 2 weeks", give them again new meter reading. After my call I get an email "I have taken new meter readings and have entered them into the system for you these can take up to 14 days to validate" (lol)
21/05: Iresa charge me £44.79 on my account - no bill, no tariff explanation
22/05: contact Bulb to start the switching process
24/05: Bulb: "We've just re-applied to switch your electricity meter over to Bulb again following the objection. The switch will take place on the 1st of June and we will ask for your opening meter reads on the 27th of May."
27/05: submit meter readings to Bulb
29/05: Bulb: "Your old supplier has objected to your electricity switch"

What am I supposed to do now?

ps. I can't even log in to their website as I don't have a proper account (it was made on the phone). Tried to reset the password with my email they have and it says "Invalid Information" :j

I suspect that Iresa is objecting to your switch because you have failed to contact them with your details and meter readings. Iresa is the Deemed Supplier to your property and it is entitled to charge you for all electricity used up until the transfer of supply takes place. As Iresa will block all transfers when there is a debt, they will expect you to set up a method of payment.

Deemed supplier regulations exist so that when you move in and flick a switch the lights come on!

molerat

Hengus wrote: »

I suspect that Iresa is objecting to your switch because you have failed to contact them with your details and meter readings.

OP has contacted them.

01/05: call Iresa to let them know when I've moved in, give meter reading, setup direct debit account

Most likely the fact that the account is not in credit is their reason for objecting, something the regulator should be looking into. This is a quantifiable loss so should be claimed for.

System

molerat wrote: »

OP has contacted them.

Thanks. Time for my second cup of coffee.

youravinalarrrf

I think the question which needs answering in back and white here is under what circumstances can an energy supplier object to a switch.

Surely any debit balance on an account can be collected via direct debit when the final bill is issued?

A number of the smaller suppliers seem to be interpreting Ofgem's guidance in different ways and don't appear to recognise the difference between a customer being in debt or simply having a debit balance on an account which can happen during the contract period due to fluctuating usage.

This may be worth a read
https://www.ofgem.gov.uk/publications-and-updates/decision-review-domestic-and-non-domestic-objections

https://www.ofgem.gov.uk/system/files/docs/2016/07/decision_on_review_of_domestic_objections.pdf

https://www.ofgem.gov.uk/system/files/docs/2016/07/impact_assessment_on_review_of_domestic_objections.pdf

8bits

Thanks, I will have a read. I contacted Iresa on the phone today and started an official complaint.

"You called because we objected to the supply switching over for the third time. Unfortunately the system doesn't tell us why the objection happened. I have raised a complaint at you request regarding this, as you wanted to know why the objection was put on, and you are getting fed up with being objected to. I recommended you go to your new supplier and ask them to take over again."

System

8bits wrote: »

Thanks, I will have a read. I contacted Iresa on the phone today and started an official complaint.

"You called because we objected to the supply switching over for the third time. Unfortunately the system doesn't tell us why the objection happened. I have raised a complaint at you request regarding this, as you wanted to know why the objection was put on, and you are getting fed up with being objected to. I recommended you go to your new supplier and ask them to take over again."

My advice - having been there and got the scars - is make your complaint to Iresa in writing. Send it Recorded Delivery and copy it to Consumer Affairs at Ofgem. Ask for a final response and request that it is Deadlocked. This will enable you to refer the matter to The Energy Ombudsman without further delay. The present complaints system allows suppliers to play the 'more time' game. 'More time' means more money/cashflow. In the short-term, e-mail Iresa and request that you are put onto their cheapest tariff. If I recall, Iresa does not have exit fees.

miniemma

It's worth noting that Iresa's systems count a zero balance as a debt. You have to be in credit for them to allow a switch. It's an automatic system and cannot be bypassed - that's what they told the ombudsman in my case.