Add your feedback on energy supplier Eversmart Energy

JohnB47

Hengus wrote: »

For clarity, Ofgem do not investigate or resolve individual complaints. It is a requirement of a Supply Licence holder that they sign up to a resolution service - Energy Ombudsman Services. It is this organisation that will accept timed out or deadlocked complaints.

In the case of Economy Energy (EE) it appears that OFGEM did get involved - perhaps because they realised that the problem was not an individual case. See this post:

https://forums.moneysavingexpert.com/showpost.php?p=74807496&postcount=145

"Now had an E mail back from OFGEM following my Whistleblower.
Advised that all what has now happened between me and EE is going to happen.

That is confirmation of FIXED etc etc.
See below:-

Thank you for contacting Ofgem.
An energy supplier is not able to increase a fixed tariff. In this case, Economy Energy advertised their tariff as “fixed” by mistake, and will not increase the price of anyone who can prove they received a “fixed” offer.
Economy Energy have been/should be in touch with affected customers who were provided with incorrect tariff information at the time of signing up to honour the fixed price for the period of the fixed term.
I hope this has been helpful.
Kind Regards,
Georgia Bell
Assistant Manager
Consumer Affairs"

I have contacted OFGEM regarding Eversmart Energys stance and I know at least one other person has done so too. OFGEM responded to me asking for more details, so I sent them a copy of my Welcome Home pack and the text of emails and chat sessions.

I really do think that as many people as possible should contact OFGEM as well as progressing the case via the Ombudsman. By doing this OFGEM will become aware of this widespread problem, at the earliest opportunity, rather than waiting for the Ombudsman to deal with individual cases.

the_mandarin

JohnB47 wrote: »

I have contacted OFGEM regarding Eversmart Energys stance and I know at least one other person has done so too. OFGEM responded to me asking for more details, so I sent them a copy of my Welcome Home pack and the text of emails and chat sessions.

I really do think that as many people as possible should contact OFGEM as well as progressing the case via the Ombudsman.

I am happy to contact Ofgem. Can you please provide details of how you contacted them? Any postal address or email address that you can share will be helpful.

matelodave

JohnB47 wrote: »

In the case of Economy Energy (EE) it appears that OFGEM did get involved - perhaps because they realised that the problem was not an individual case. See this post:

https://forums.moneysavingexpert.com/showpost.php?p=74807496&postcount=145

"Now had an E mail back from OFGEM following my Whistleblower.
Advised that all what has now happened between me and EE is going to happen.

That is confirmation of FIXED etc etc.
See below:-

Thank you for contacting Ofgem.
An energy supplier is not able to increase a fixed tariff. In this case, Economy Energy advertised their tariff as “fixed” by mistake, and will not increase the price of anyone who can prove they received a “fixed” offer.
Economy Energy have been/should be in touch with affected customers who were provided with incorrect tariff information at the time of signing up to honour the fixed price for the period of the fixed term.
I hope this has been helpful.
Kind Regards,
Georgia Bell
Assistant Manager
Consumer Affairs"

I have contacted OFGEM regarding Eversmart Energys stance and I know at least one other person has done so too. OFGEM responded to me asking for more details, so I sent them a copy of my Welcome Home pack and the text of emails and chat sessions.

I really do think that as many people as possible should contact OFGEM as well as progressing the case via the Ombudsman. By doing this OFGEM will become aware of this widespread problem, at the earliest opportunity, rather than waiting for the Ombudsman to deal with individual cases.

I have no need to contact OFGEM, the Ombudsman or anyone else at the moment because I haven't been notified of any price increases.

I haven't felt it neccessary to ask EE if they are considering raising my price either, so the only "information" that I've got is hearsay. Likewise I'm not really sure how widespread this problem might be as there only seem to be a couple on this forum who are persuing it at the moment.

I do understand that you and others have precipitated this discussion and feel that the rest of us should start having a rattle but, unless or until I hear directly from EE (in writing either by mail or e-mail) that an increase is in the offing I wont be doing anything.

I shan't be asking them either. However, I will be keeping a very careful eye on my on-line account to ensure that they don't try slipping a crafty one in under the radar so to speak.

Have no fear that should this happen i'll join the bandwagon

the_mandarin

matelodave wrote: »

I haven't felt it neccessary to ask EE if they are considering raising my price either, so the only "information" that I've got is hearsay. Likewise I'm not really sure how widespread this problem might be as there only seem to be a couple on this forum who are persuing it at the moment.

I do understand that you and others have precipitated this discussion and feel that the rest of us should start having a rattle but, unless or until I hear directly from EE (in writing either by mail or e-mail) that an increase is in the offing I wont be doing anything.

I shan't be asking them either. However, I will be keeping a very careful eye on my on-line account to ensure that they don't try slipping a crafty one in under the radar so to speak.

Have no fear that should this happen i'll join the bandwagon

This seems to be a smart thing to do, and I intend to do the same. My only reason for asking JohnB47 for the contact details was so that I am prepared to contact Ofgem after 26 November, should Eversmart Energy try to increase the prices as they have claimed they will.

The other thing to note is, with the online systems being down for more than two weeks now, we have no way of knowing what exactly our monthly bills are. The only thing that we know for sure is that they are taking our direct debits each month.

System

the_mandarin wrote: »

I am happy to contact Ofgem. Can you please provide details of how you contacted them? Any postal address or email address that you can share will be helpful.

Consumeraffairs@ofgem.gov.uk will work.

matelodave

the_mandarin wrote: »

This seems to be a smart thing to do, and I intend to do the same. My only reason for asking JohnB47 for the contact details was so that I am prepared to contact Ofgem after 26 November, should Eversmart Energy try to increase the prices as they have claimed they will.

The other thing to note is, with the online systems being down for more than two weeks now, we have no way of knowing what exactly our monthly bills are. The only thing that we know for sure is that they are taking our direct debits each month.

I got into my account about half an hour aggo and nothings changed - the last staement was dated 6th November and I guess the next will be about 6th December. I'll give them a meter reading around 4th and then check and download the December statement.

It's not everso difficult to do your own sums (in fact I suggest that you do) so you can check the bills and make sure that they reflect the meter readings that you should be sending them every month.

I've got a spreadsheet set up which fills in my direct debit and calculates my bill right down to the penny whenever I enter the meter reading.

I'm sure that something similar is available for IOS or Android if that's your thing

the_mandarin

matelodave wrote: »

I got into my account about half an hour aggo and nothings changed - the last staement was dated 6th November and I guess the next will be about 6th December. I'll give them a meter reading around 4th and then check and download the December statement.

You are right, I tried today and I am also able to view my previous reading and also my past bills.

JohnB47

the_mandarin wrote: »

I am happy to contact Ofgem. Can you please provide details of how you contacted them? Any postal address or email address that you can share will be helpful.

Hengus (post #436) is correct. The contact email I used was

consumeraffairs@ofgem.gov.uk

JohnB47

matelodave wrote: »

I got into my account about half an hour aggo and nothings changed - the last staement was dated 6th November and I guess the next will be about 6th December. I'll give them a meter reading around 4th and then check and download the December statement.

It's not everso difficult to do your own sums (in fact I suggest that you do) so you can check the bills and make sure that they reflect the meter readings that you should be sending them every month.

I've got a spreadsheet set up which fills in my direct debit and calculates my bill right down to the penny whenever I enter the meter reading.

I'm sure that something similar is available for IOS or Android if that's your thing

I am in a slightly stickier situation. My gas transferred To Eversmart ages ago (in September) but my electricity transferred on 25th Oct. Since then I can't input a electricity reading (I've emailed it a couple of times but it hasn't appeared on my account). I have never received an invoice/bill. So I won't really see how much they are charging me.

I'll rely on others giving me the info here.

the_mandarin

JohnB47 wrote: »

I am in a slightly stickier situation. My gas transferred To Eversmart ages ago (in September) but my electricity transferred on 25th Oct. Since then I can't input a electricity reading (I've emailed it a couple of times but it hasn't appeared on my account). I have never received an invoice/bill. So I won't really see how much thay are charging me.

I'll rely on others giving me the info here.

Please try to login today, as I was also unable to login online till this afternoon. Try a different browser if it does not work the first time. Their online system seems to have been restored, if not fully then at least partially.