Economy Energy raising gas unit charge by 88%

The_Big_Bamboo

alanb122 wrote: »

To g33za and others who believe they contracted for a fixed rate.

Did all the documentation you saw describe the rate as fixed or was there a mixture of "fixed" and "variable" ?
Statements from EE that they "would have" done or said X when in fact they did or said Y are part of my experience with them. You cannot rely on the accuracy of anything they write or say. If you have evidence to support your position and are deadlocked with EE I believe you can go to the energy ombudsman. EE should confirm you are deadlocked if such is the case.

In order to make an official complaint you must first go through the Energy company’s own complaints procedure.
https://www.economyenergy.co.uk/customers/make-a-complaint/

If the complaint is unresolved you can then escalate your complaint to the Energy Ombudsman, but at least 8 weeks must have passed since you first lodged the complaint with your supplier.

You can complain directly to the Energy Ombudsmen but as a general rule, unless you’ve followed the complaints/8-week procedure, they won’t take any action.

However, I don’t know how the Energy Ombudsman would treat multiple similar complaints that are received en-masse about the same company.

8 weeks seems a long time to wait given the fact that Economy Energy have decreed their swingeing changes will be in place 30 days from now.
https://www.ombudsman-services.org/sectors/energy/contact-us

Lifes_Grand_Plan

The_Big_Bamboo wrote: »

In order to make an official complaint you must first go through the Energy company’s own complaints procedure.
https://www.economyenergy.co.uk/customers/make-a-complaint/

If the complaint is unresolved you can then escalate your complaint to the Energy Ombudsman, but at least 8 weeks must have passed since you first lodged the complaint with your supplier.

You can complain directly to the Energy Ombudsmen but as a general rule, unless you’ve followed the complaints/8-week procedure, they won’t take any action.

However, I don’t know how the Energy Ombudsman would treat multiple similar complaints that are received en-masse about the same company.

8 weeks seems a long time to wait given the fact that Economy Energy have decreed their swingeing changes will be in place 30 days from now.
https://www.ombudsman-services.org/sectors/energy/contact-us

Or if you get a letter of deadlock, or a letter confirming that their response is the final response on the matter, then the ombudsman will accept that.

I just asked them to log a formal complaint and they refused saying that it is in my terms and conditions that it wasn't a fixed rate.

I don't seem to have received a copy of the T&Cs on e-mail. How did everyone else receive the T&Cs that signed up online through Cheap Energy Club? Thanks

The_Big_Bamboo

alanb122 wrote: »

To g33za and others who believe they contracted for a fixed rate.

Did all the documentation you saw describe the rate as fixed or was there a mixture of "fixed" and "variable" ?
Statements from EE that they "would have" done or said X when in fact they did or said Y are part of my experience with them. You cannot rely on the accuracy of anything they write or say. If you have evidence to support your position and are deadlocked with EE I believe you can go to the energy ombudsman. EE should confirm you are deadlocked if such is the case.

Lifes_Grand_Plan wrote: »

Or if you get a letter of deadlock, or a letter confirming that their response is the final response on the matter, then the ombudsman will accept that.

I just asked them to log a formal complaint and they refused saying that it is in my terms and conditions that it wasn't a fixed rate.

I don't seem to have received a copy of the T&Cs on e-mail. How did everyone else receive the T&Cs that signed up online through Cheap Energy Club? Thanks

I guess that tells you all you need to know :eek:;...if Economy Energy won’t accept complaints via their own procedures then I guess the Energy Ombudsmen will have no option but to take your complaints onboard.

Energy companies must allow you access to their complaints procedure, and they must act on any such complaints,...it’s part of their Ofgem licence conditions.

Lifes_Grand_Plan

The_Big_Bamboo wrote: »

I guess that tells you all you need to know :eek:;...if Economy Energy won’t accept complaints via their own procedures then I guess the Energy Ombudsmen will have no option but to take your complaints onboard.

Energy companies must allow you access to their complaints procedure, and they must act on any such complaints,...it’s part of their Ofgem licence conditions.

I've saved screenshots of their refusal. Have just e-mailed the ombudsman to start the process with them. Will keep everyone updated.

Andy_WSM

It seems to me that Economy Energy are in financial strife and trying to claw back from a financial loss as we enter the Autumn period. A price rise effective in 30 days time will take us nicely into the cooler mornings of Autumn and for many, the start of heating season. My guess would be that they are relying on inaction from many to turn a profit and see the loss of (maybe hundreds) customers to be a risk worth taking.



Disgusting practice & I wish you all well with OFGEM - I feel I have had a narrow escape as these were on my shortlist at last switch.

alanb122

The wording highlighted by wrinx does not invalidate a fixed rate deal IMHO as the wording that the rate is fixed expressly states that the rates will not change during the fixed rate period. The action is to make a formal complaint, escalate within EE if the initial answer is a brush off. If you become deadlocked with EE then you can go to the energy ombudsman. It won't be quick.

Again IMHO, the situation bears the hallmarks of a giant foul up by EE. I think Switch Saver was meant to be a variable rate but has been presented to some new customers as a fixed rate. How could this possibly be, you ask, but I have been dealing with this company for a year and you can't rely on them to get anything right. I say again they are HOPELESS at administration and should not be in business.

All that said, even at the new prices EE are not at the top of the market but I believe there are cheaper options. Does anyone have any knowledge of Angelic Energy (greater London only) or ESB. These are two companies I am considering.

Of comparison sites comparethemarket is best one I have tried. They are now comparing with EE's new rates whereas moneysavingexpert is still using the old rates which is correct, given that the old rates are still current, but not very helpful.

[Deleted User]

I have just cancelled my direct debit with them. Sounds like they are going bust and trying to reduce their debt by chasing customers away.

I have sent them a complaint as my tariff was Fixed until June 2019 and changing it in this way is a breach of contract. If it isn't, and I was misinformed, I would argue that naming a variable tariff 'Fixed' is misselling the product.

andy_poulton

Yes done that too.
Ombudsman does not want to know
Ofgem does not want to know, but rang CEO as an Industry Whistleblower and they asked for an email to confirm as I am private customer.
Done that.
Advised Money Saving Supermarket as they still have it as a top low price one [not from October it isn't!!]

Cheers Andy

g33za

I suppose for customers like myself, it would be prudent to move to a new provider. I'm concerned that any credit will not be refunded so easily, Is there an regulator guideline on how long refunds should be processed?

I'd also echo views about urging caution for cancelling the direct debit as this would be a breach of contract on your side, I imagine this would impact your ability to move to a new supplier as they would need EE permission to release you as a customer which they would not allow possibility due to an unsettled account.

wrinx

Just worked out my increase, there's something odd about all this because the price rises appear to be random when compared to others who've posted.


Mine...


Gas unit +90.5%
Gas standing -4%



Elec +31%
Elec standing +31%



Total +46%


Looks like the best swap will be half the increase so not too bad but still a lot of grief and I have absolutely no confidence that EE will not stitch people up during the transfers.


For some odd reason I can't access my online account and the password reminder function isn't working....cynical, moi?!


wrinx