Enstroga Anyone ?

Mr_K

Am tempted by these guys, price is everything. Not that bothered about customer service - can't think of any time when i've need to ring any Utility in the last couple of years, that's the whole point of online.

However customer feedback is particularly appalling, mainly about not being able to contact them - so tried ringing and was answered after 5 mins, not too bad. Can just switch again if they are rubbish.

spot1034

My switch to Enstroga earlier this month has gone smoothly, but I just let them get on with it. I have no idea why so many people feel the urge to complicate the process of switching by contacting their supplier with lots of questions - surely all the information needed can be obtained from comparison sites.


It was all done in three weeks and my previous supplier - Flow - have marked my direct debit as £0 and the next due date as 'not applicable' so it looks like they are up with events and in the process of closing my account.



So no problems here.

AttersG

I felt the same way, money is everything. I don't now. A few extra £ is worth avoiding the constant headache of trying to reach anyone once you're an existing customer. I'm not able to provide meter readings online (website doesn't work) or via the telephone (they don't answer) I've not received a bill and if you read Trust Pilot you can see that switching away is also made impossible.

The switch process was strangely smooth, perhaps to capture you in. That's where it ends.

Billyoo

Emailed for quote & took 4 days to get a reply. Different to what I was expecting. However, email reply said to contact them & they would call within the next day. No. Chased & tried to get through by phone, no reply. Sent a message or 2, no response.
After about 2 weeks of chasing I raised a complaint, ignored.
Chased to a response to the complaint, ignored.
Apparently because I am only a POTENTIAL customer, not an ACTUAL customer if they don't respond I can't raise this with the Ombudsman, so they can continue to ignore me and they don't give a **** about not replying.
This was their treatment of me as a POTENTIAL customer, what would they be like if I were an ACTUAL customer?
No thanks!

Mr_K

My switch to them has gone fine, but I went via Energyhelpline. Going to them direct seems to be an issue for some reason.

CathGriff

In general DON'T DO IT! Yes, their rates are fairly low but it's not good for the blood pressure to have all the challenges you may face.
1) The initial switch went OK although it was slow - took until 27/12/17 instead of supposed 5/12/17. Enstroga gave a refund on overcharging caused by delay.
2) It took over 6 months for me to get in to my account on-line, despite numerous emails (never answered), requests for them to call me back (no call backs occurred), frustrating periods of calling for over half an hour only to have to listen to their tinny music and silly messages about emailing them for a quick response. (Joke!).
3) Eventually I got Jose to answer the phone after yet another 30 + minute wait and he suggested details of my online account had gone to Junk (don't think so) but lo and behold he could solve my problems, let me into my online account and provide an electricity bill. He'd email it to me (there was a bit of a problem in billing!!) he said and confirmed, after I checked, he had the correct email address.
4) No bill arrived and I started again 'phoning, emailing and asking their 'phone messaging service to call me back before being cut off.
5) In September 2018 Enstroga suddenly emailed whilst I was away from home to tell me they were setting up a new Direct Debit of more than double the amount I was paying. Thanks to my 'phone app I managed to cancel that Direct Debit. No thanks to Enstroga who I then had to chase again for a bill (still no bill seen all year) and an explanation of what they thought they were doing.
6) October 2018 - hallelujah (I thought) there is a bill on-line. Unfortunately it was just a teaser - a simple statement of the account balance and no bill. I emailed again in frustration and started formal complaint procedures with them (no response to date and no acknowledgement) and Offgem.
7)Late October I cancelled my Direct Debit and told them so in an email - their statement said there was money in the account so I didn't want to just keep paying, especially since by now I was leaving, asap.
8)19/11/18 I called yet again and got through to an unnamed female who was totally confused as to what was going on with my account and fairly rapidly provided a functioning link on my page on Enstroga website for my bill - at last! The fact that the bill had incorrect details such as the wrong deal name and seemed to have suddenly used up most of a £75+ cushion was totally inexplicable to her. (and me) Then she said 'we only bill once a year' - this is just a statement! By now I've totally had enough of Enstroga but there was a final sting in the tail!
9) I explained that in one of my many (unanswered) emails to Enstroga I'd told them I had stopped my Direct Debit because in 11 months I hadn't been provided with a bill and had provided readings as often as possible, once I had access to my account online. The unnamed woman then 'advised' that if I didn't have a Direct Debit set up and wished to transfer to another supplier my application would be blocked by 'their system'. This feel like intimidation, in the nicest possible polite voice. Under protest I agreed to set up a 'one-off' payment (her words) so that the account was again reasonably well funded. Their confirming email stated I'd set up a new Direct Debit. I just give up! They are C..P

DO NOT USE ENSTROGA AS AN ELECTRICITY SUPPLIER.:mad:

BoxerfanUK

I requested a quote on two occasions and both times zero response!

I won't be trying to contact this shower again and after reading some of the other comments it looks like I've had a very lucky escape.

martyp

I obtained a quote the following morning after doing one for dual fuel and one for electric only as their prices for the Autumn Attraction on MSE Energy Club came up as the cheapest but the quote they gave me for that tariff was more so looks like the Autumn Attraction tariff prices have gone up from those on MSE Energy Club, for my region at least.

jt666

Enstroga still haven't sent details agreeing the final meter reading to Eon after 3 months
Hopeless standard of customer service so dont go to them
Eon are also hopeless with Indian call centres and hostile attitude

jt666

When you switch, the new supplier has to send the agreed final meter reading to your previous supplier, Enstroga wont do this due to "technical difficulties" so any money held by your previous supplier wont be released back to you
That means you will be dealing with their customer service so don't make the mistake of assuming that the switch will go smoothly it probably won't