Add your feedback on energy supplier Eversmart Energy

MABLE

Orsonwelles wrote: »

Hi.

On the 17th of October I emailed Eversmart to ask them when my Fixed Smart tariff would come to an end as I knew it was soon. They replied that it I was still on this tariff and that they would send me renewal documents when my tariff was about too end and that they would honour this tariff for 30 days to give me time to shop around. However they sent me an invoice this morning and they have put up my rates on my gas and electricity. I am now going to switch but I was wondering if they could do this without notifying me first?

See post 702

JohnB47

Orsonwelles wrote: »

Hi.

On the 17th of October I emailed Eversmart to ask them when my Fixed Smart tariff would come to an end as I knew it was soon. They replied that it I was still on this tariff and that they would send me renewal documents when my tariff was about too end and that they would honour this tariff for 30 days to give me time to shop around. However they sent me an invoice this morning and they have put up my rates on my gas and electricity. I am now going to switch but I was wondering if they could do this without notifying me first?

I'm not sure what mable means - there isn't a post 702. However there is a thread called 'Eversmart saying my deal isn't fixed' which is relevant.

To summarise that thread, lots of people have signed up to a fixed tariff (at least two tariff names appear) and Eversmart have said that a mistake was made and these are variable tariffs. One poster has quoted a statement from Eversmart that this is now being investigated (but who is investigating is unknown).

Many posters haven't been informed of this and are waiting to see if their tariff is increased before taking action. Some of us have been informed (because we asked the question) and we've subsequently complained and then taken the case to the energy ombudsman. At least two of us have also flagged this up to OFGEM.

What tariff are you on and in your Welcome Pack, does it quote 'Tariff Ends on' and 'Price Guaranteed Until' dates?

If I was you, I would raise a complaint with Eversmart (who are very unresponsive in my experience) and when they eventually reply or when you get fed up waiting, go to the Ombudsman.

Orsonwelles

Thank you for your reply

My welcome pack stated that my tariff ended in September but when I contacted them they told me that this was wrong. They continued to charge me the same unit rates so I left it a few weeks but then I contacted them two weeks ago to be told my tariff was still not up and they would send me renewal documents etc soon. There was no contact from them to say that they were moving my tariff even though I expected it. I was just a bit annoyed that I couldn't compare what my new tariff was compared to what was on the market. I have asked for an explanation and so I will wait for their reply.

JohnB47

Orsonwelles wrote: »

Thank you for your reply

My welcome pack stated that my tariff ended in September but when I contacted them they told me that this was wrong. They continued to charge me the same unit rates so I left it a few weeks but then I contacted them two weeks ago to be told my tariff was still not up and they would send me renewal documents etc soon. There was no contact from them to say that they were moving my tariff even though I expected it. I was just a bit annoyed that I couldn't compare what my new tariff was compared to what was on the market. I have asked for an explanation and so I will wait for their reply.

Sounds like you are in the same boat as many others - yours is a new tariff to me 'Fixed Smart'.

It appears that Eversmart are trying it on with lots of the deals that they advertised and agreed as being fixed and are now trying to renege on that by simply saying 'oh, that was a mistake'. There are some, perhaps, who will think 'oh well, that's a pity'. But others won't accept it and will complain.

I'm a little confused about your case. If they sent you an invoice with new rates, then that's what you've been charged for the period concerned. So what do you mean by '....I contacted them two weeks ago to be told my tariff was still not up....'? Perhaps you mean the new tariff is still not available, rather than the existing tariff rates have not been put up (which they have if they're in the invoice).

To put it simply, if you have a fixed deal then the rates should be the same for the whole period of the deal.

danthemoneysavingman

thelight wrote: »

From what I've read in other supplier threads this can disrupt the refund process if I ever do get a final bill so I'll just make sure I have enough money in there to pay it till its sorted.

If you go to the bank with evidence of them taking the money after closure, the direct debit guarantee will see you refunded almost immediately. If you wish to keep the direct debit live you can. Just need a trip to the bank each month to get ur money back thru the DD guarantee

danthemoneysavingman

on this note, when I spoke to them, they said the money would be safe under the government's "supplier of last resort" policy.


Nonetheless, I'm still not going forward with this offer, 12% or otherwise!

thelight

danthemoneysavingman wrote: »

If you go to the bank with evidence of them taking the money after closure, the direct debit guarantee will see you refunded almost immediately. If you wish to keep the direct debit live you can. Just need a trip to the bank each month to get ur money back thru the DD guarantee

After making a formal complaint they have cancelled my direct debit and refunded some money. I've got no idea whether it is the right amount of money as they still haven't managed to produce a final bill for me.

JohnB47

danthemoneysavingman wrote: »

on this note, when I spoke to them, they said the money would be safe under the government's "supplier of last resort" policy.


Nonetheless, I'm still not going forward with this offer, 12% or otherwise!

I've been doing some calculations about this and my first thoughts are that Eversmart are telling porkies by quoting 12% interest. Calculating 1% per month is not 12% per year, based on a decreasing balance, even with 1% interest added each month. More like 5.9% by my calcs.

Still a good rate you might say but you need to factor in higher tariff costs and the companies extremely poor customer service.

wavelets

danthemoneysavingman wrote: »

If you go to the bank with evidence of them taking the money after closure, the direct debit guarantee will see you refunded almost immediately. If you wish to keep the direct debit live you can. Just need a trip to the bank each month to get ur money back thru the DD guarantee

The account is not closed until the final bill is produced and settled.
Although I agree, there should be no more direct debit collections after the production of the final bill (unless that final bill indicates there will be to settle that final bill)

You don't need to take any proof with you to make a claim under the direct debit guarantee - the bank is obligated to take your (the payer's) word.
But as the DD guarantee also says:

If you receive a refund you are not entitled to, you must pay it back when the organisation asks you to

t0rt0ise

danthemoneysavingman wrote: »

If you go to the bank with evidence of them taking the money after closure, the direct debit guarantee will see you refunded almost immediately. If you wish to keep the direct debit live you can. Just need a trip to the bank each month to get ur money back thru the DD guarantee

When I claimed under the DD guarantee they said I had to cancel the DD first and then they would look into it. So I could not keep the DD open as you state.