4 months waiting for isupply

Mrsteely

Hi All

I just thought I'd share my experience of iSupply energy.

Firstly their customer services are really nice people, Very friendly and good to talk to.

The bad stuff:
I've waited 4 months for them to swap me over from Eon duel fuel to iSupply Duel fuel
I'm still waiting for the electric to be supplied.
They told me they are suppling my gas, and i'm being charged £30 a month since september (£150 to date) although the website cant provide me with my usage and I cant submit a metre reading as it says they are waiting for the industry to supply them with a reading. I gave them a reading in september.

I phoned them in september to ask about the electric, October! I was told. Then in october I called them again, November as there were problems! i was told.

December came and I called them again, "Oooh were really sorry but the transfer was canceled without telling us, it will be February 1st" I'm not sure what happened to January!

I'm also still waiting for the reply to numerous complaints that should have been raised. I've received nothing so far.

i also have to limit the number of times I can call them as they are only open from 9-5 mon to fri and I work. If I called them everyday I'd never get a lunch as it takes a good 45 minutes to get through.

BTW this whole time I've been paying Eon £124 a month for electric as I'm on the most expensive tarriff, this is due to the fact that my contract ended in september (the month iSupply shouldve taken my accounts over) and I was automatically put onto a rolling contract.
My monthly bill with eon before this? £124 a month (duel fuel plus tesco club card points)

So yesterday I called them again as i received a message saying they have received my gas details! The bloke I spoke to was very apologetic an said that he would call me back or email me if I cant take the phone call (I was at work).

I got home tonight thinking there would be an email waiting. Nothing, not a thing, no answerphone message, no email. And to top it off the website wasnt working,

So thats it I've had enough I'm serveral lunches and £150 down. I've emailed them and said that I have cancelled my direct debit and I want a full refund of £150 as they cant show any evidence of supplying my gas and I want my contract cancelled. I'll go back to Eon and save £30 a month.

System

Remind ISuppy that it has a Standard Licence Condition obligation to transfer a supply with 35 days of receiving/accepting a request to do so. I had this situation with A N Other supplier last year when my transfer was cancelled by their IT system. The Supplier agreed to cover the difference in price per kWh.

Mrsteely

Thanks Hengus, I didnt know there was a 35 day limit.

I'll attempt to contact them on monday. I'll have a large breakfast in preparation for the 45 minute wait

System

Mrsteely wrote: »

Thanks Hengus, I didnt know there was a 35 day limit.

I'll attempt to contact them on monday. I'll have a large breakfast in preparation for the 45 minute wait

Best of luck. Be prepared to argue about the word 'reasonable'. The Relevant Date is the end of the 14 day Cooling Off period.

Condition 14A. Customer transfer

Obligation to complete a Supplier Transfer within three weeks

14A.1 The licensee must take all reasonable steps to complete a Supplier Transfer within 21 days of the Relevant Date unless:

(a) the Customer requests that the Supplier Transfer be completed at a later date; or

(b) the Customer notifies the licensee that he does not wish the Supplier Transfer to take place; or
(c) one or more of the conditions in paragraph 14A.3 applies.

footyguy

Mrsteely wrote: »

Hi All

I just thought I'd share my experience of iSupply energy.

Firstly their customer services are really nice people, Very friendly and good to talk to.

The bad stuff:
I've waited 4 months for them to swap me over from Eon duel fuel to iSupply Duel fuel
I'm still waiting for the electric to be supplied.
They told me they are suppling my gas, and i'm being charged £30 a month since september (£150 to date) although the website cant provide me with my usage and I cant submit a metre reading as it says they are waiting for the industry to supply them with a reading. I gave them a reading in september.

I phoned them in september to ask about the electric, October! I was told. Then in october I called them again, November as there were problems! i was told.

December came and I called them again, "Oooh were really sorry but the transfer was canceled without telling us, it will be February 1st" I'm not sure what happened to January!

I'm also still waiting for the reply to numerous complaints that should have been raised. I've received nothing so far.

i also have to limit the number of times I can call them as they are only open from 9-5 mon to fri and I work. If I called them everyday I'd never get a lunch as it takes a good 45 minutes to get through.

BTW this whole time I've been paying Eon £124 a month for electric as I'm on the most expensive tarriff, this is due to the fact that my contract ended in september (the month iSupply shouldve taken my accounts over) and I was automatically put onto a rolling contract.
My monthly bill with eon before this? £124 a month (duel fuel plus tesco club card points)

So yesterday I called them again as i received a message saying they have received my gas details! The bloke I spoke to was very apologetic an said that he would call me back or email me if I cant take the phone call (I was at work).

I got home tonight thinking there would be an email waiting. Nothing, not a thing, no answerphone message, no email. And to top it off the website wasnt working,

So thats it I've had enough I'm serveral lunches and £150 down. I've emailed them and said that I have cancelled my direct debit and I want a full refund of £150 as they cant show any evidence of supplying my gas and I want my contract cancelled. I'll go back to Eon and save £30 a month.

iSupply only communicate in wreiting via their own website messaging system. (if a message was poisted there you would receive an email saying so)
Their website was working for me yesterday, as it is this morning.

I suggest you start again.
Whatever tariff you applied for 4 months ago won't be available today, and iSupply therefore won't be able to put you on that tariff on their computer system
(they may agree to honour it via a manual fiddle, but with the issues you already are struggling to deal with, then the way they offer to resolve it will be a real issue for you)

Consult a comparison site and find the best deal for you. Consider seperate suppliers which usually saves you more than any dual fuel offer. Whatever you choose, its going to save based on the expensive standard variable tariff you are currently be charged at. (and have been for 4 months if I understand you correctly)

You can apply to switch 49-42 days prior to the end of any fixed petiod without suffering early exit fees. Some suppliers will switch you in as little as 17 days, and most will switch you within 5 weeks, so if you apply early enough, you should not be on any standrad variable tariff.

Mrsteely

Well my cool off period ended 19th august 2016, so thats 4 months and 19 days that they have had to complete the transfer. I think I've given them more than enough time to complete the transfer.

I have tried to be as reasonable as possible, I've been patient and all that I asked was for them to be honest with me. But now its cost me £150 more than if I had stayed with Eon and im paying through the nose for electricity, and they are just not taking any action.

I'm not prepared to wait any longer for this to happen. I'm a third of my way through my contract and they are still trying to fob me off with empty promises and further mistakes.

The final straw has been this latest message telling my my gas registration has been successful! 4 months after a previous message told me my gas registration was successful.

It would be comical if it want costing me so much money.

footyguy

Mrsteely wrote: »

Well my cool off period ended 19th august 2016, so thats 4 months and 19 days that they have had to complete the transfer. I think I've given them more than enough time to complete the transfer.

I have tried to be as reasonable as possible, I've been patient and all that I asked was for them to be honest with me. But now its cost me £150 more than if I had stayed with Eon and im paying through the nose for electricity, and they are just not taking any action.

I'm not prepared to wait any longer for this to happen. I'm a third of my way through my contract and they are still trying to fob me off with empty promises and further mistakes.

The final straw has been this latest message telling my my gas registration has been successful! 4 months after a previous message told me my gas registration was successful.

It would be comical if it want costing me so much money.

Good luck!

Mrsteely

footyguy wrote: »

iSupply only communicate in wreiting via their own website messaging system. (if a message was poisted there you would receive an email saying so)
Their website was working for me yesyterday, as it is this morning.

I suggest you start again.
Whatever tariff you applied for 4 months ago won't be available today, and iSupply therefore won't be able to put you on that tariff on their computer system
(they may agree to honour it via a manual fiddle, but with the issues you already are struggling to deal with, then the way they offer to resolve it will be a real issue for you)

Consult a comparison site and find the best deal for you. Consider seperate suppliers which usually saves you more than any dual fuel offer.

The operator specifically told me he would telephone me. This was a first as like you say, they only communicate via the ropey messaging system.

A previous operator also said they would offer me the original tariff that i was quoted. Although considering the amount of time that has passed just trying to get the services swapped, i'm not holding my breath.

Concerning the due fuel vs seperate suppliers. I always thought the duel fuel was the best deal! thanks for pointing this out. I'll get looking today for alternative suppliers.