Enstroga or OneSelect - who is responsible for keeping my money?

Essgeebee

I'm a regular switcher and have never had this problem before. At the beginning of September, I switched from OneSelect to Enstroga for my electricity. OneSelect has a large balance (about £150 or more) owing to me but is holding on saying it has to issue my final bill before refunding me. Enstroga tells me they have given all the necessary info to OneSelect. OneSelect claims they haven't. Both are a nightmare to speak to and don't return calls or emails promptly if at all. I phoned Ofgem which got me a call from OneSelect three weeks ago (from a weird customer service adviser). I lodged a formal complaint with him but inertia has once again set in and I am no further forward. Nothing in writing from either supplier about my complaint so I worry Ofgem will not act formally.
Anyone had a similar experience or have any useful advice?

System

Essgeebee wrote: »

I'm a regular switcher and have never had this problem before. At the beginning of September, I switched from OneSelect to Enstroga for my electricity. OneSelect has a large balance (about £150 or more) owing to me but is holding on saying it has to issue my final bill before refunding me. Enstroga tells me they have given all the necessary info to OneSelect. OneSelect claims they haven't. Both are a nightmare to speak to and don't return calls or emails promptly if at all. I phoned Ofgem which got me a call from OneSelect three weeks ago (from a weird customer service adviser). I lodged a formal complaint with him but inertia has once again set in and I am no further forward. Nothing in writing from either supplier about my complaint so I worry Ofgem will not act formally.
Anyone had a similar experience or have any useful advice?

The gaining supplier manages the transfer of supply and this includes getting the change of supplier meter readings verified by an independent industry third party. This process can take 10 to 14 days. Under the terms of their Supply Licence and EU Law, suppliers have to use their reasonable efforts to provide you with a Final Bill no later than 6 weeks after the date of the actual transfer of supply - (note this is not the date on which you applied to switch). Any credit refund will then follow.

Ofgem will not investigate complaints. You have to follow the supplier's formal complaints procedure and then after 8 weeks, or deadlock, you can escalate the complaint to The Energy Ombudsman for resolution. This process can take a further 8 weeks and then the supplier has 4 weeks in which to comply.

All that said, I suspect that your old supplier is just playing within Ofgem's rules to help its cash flow. Most suppliers will not accept a complaint about Final Billing until the 6 week period has elapsed.Why - because they haven't done anything wrong.

wavelets

Essgeebee wrote: »

I'm a regular switcher and have never had this problem before. At the beginning of September, I switched from OneSelect to Enstroga for my electricity. OneSelect has a large balance (about £150 or more) owing to me but is holding on saying it has to issue my final bill before refunding me. Enstroga tells me they have given all the necessary info to OneSelect. OneSelect claims they haven't. Both are a nightmare to speak to and don't return calls or emails promptly if at all. I phoned Ofgem which got me a call from OneSelect three weeks ago (from a weird customer service adviser). I lodged a formal complaint with him but inertia has once again set in and I am no further forward. Nothing in writing from either supplier about my complaint so I worry Ofgem will not act formally.
Anyone had a similar experience or have any useful advice?

The supplier has up to 8 weeks to respond and resolve your complaint, as stated in their complaints procedure.,
https://www.oneselect.co.uk/complaints-faq/

As you were advised, you won't get any refund of credit until the supplier has produced a final bill.
Settlement of a final bill is typically required within 2 weeks of that final bill.

Edit: As I missed your couple of previous posts ...
https://forums.moneysavingexpert.com/showpost.php?p=74780609&postcount=279 :cool:

System

wavelets wrote: »

Settlement of a final bill is typically required within 2 weeks of that final bill.

Edit:

Payment of any amount due - yes, but repayment of credit times are not prescribed. A representative of one the Big 6 posted a year or so ago that the company operates an escalating credit approval process. The greater credit; the more senior the repayment approval, which in turn leads to refund times which can take as long as 28 days.

wavelets

Hengus wrote: »

Payment of any amount due - yes, but repayment of credit times are not prescribed. A representative of one the Big 6 posted a year or so ago that the company operates an escalating credit approval process. The greater credit; the more senior the repayment approval, which in turn leads to refund times which can take as long as 28 days.

That's why I said "typically"

Yes if one allows their account to get into £1000's of credit . and then get all precious about it within 3 weeks of switching supplier, and not yet having a final bill, well...:cool:

Still, it brings back MSE members from over 6 years ago, and this forum really needs such members to return to keep this board alive.

Essgeebee

wavelets wrote: »

That's why I said "typically"

Yes if one allows their account to get into £1000's of credit . and then get all precious about it within 3 weeks of switching supplier, and not yet having a final bill, well...:cool:

Still, it brings back MSE members from over 6 years ago, and this forum really needs such members to return to keep this board alive.

Perhaps one reason why some people dip in and then out of some forums might be because a minority of posters take a slightly high-handed view of situations, perhaps don't read things fully, misunderstand the poster's situation, make inaccurate assumptions then give "sneery" comment. Just saying.

wavelets

Essgeebee wrote: »

Perhaps one reason why some people dip in and then out of some forums might be because a minority of posters take a slightly high-handed view of situations, perhaps don't read things fully, misunderstand the poster's situation, make inaccurate assumptions then give "sneery" comment. Just saying.

Perhaps you are correct?
Perhaps that is one reason?
But there are other reasons why this is occurring too, I'm sure

However, I'm sure your post will result in lots of thanks

I'm sorry that prior to your recent hiatus in visting this site to post you experienced such users that " take a slightly high-handed view of situations, perhaps don't read things fully, misunderstand the poster's situation, make inaccurate assumptions then give "sneery" comment."

Of course you should report any inappropriate posts (although it may be too late now as I'm not sure much will come of posts that would now be well over 7 years old)

Still, happy to see it couldn't possibly be me that you were referring to, as I didn't join until late 2013, a good 2 years after you commenced your hiatus.

Just saying. :rotfl:

Essgeebee

wavelets wrote: »

Perhaps you are correct?
Perhaps that is one reason?
But there are other reasons why this is occurring too, I'm sure

However, I'm sure your post will result in lots of thanks

I'm sorry that prior to your recent hiatus in visting this site to post you experienced such users that " take a slightly high-handed view of situations, perhaps don't read things fully, misunderstand the poster's situation, make inaccurate assumptions then give "sneery" comment."

Of course you should report any inappropriate posts (although it may be too late now as I'm not sure much will come of posts that would now be well over 7 years old)

Still, happy to see it couldn't possibly be me that you were referring to, as I didn't join until late 2013, a good 2 years after you commenced your hiatus.

Just saying. :rotfl:

I do hope you feel better after that. Incidentally, is there any particular reason you are monitoring the dates of/hiati in my post history? Are they relevant to my question? Is it any business of anyone else? Just askin'.

Philip_Stokes

I switched to Enstroga in August for dual fuel and was refunded by my previous supplier for the credit in the account.
Enstroga are direct debiting me each month as expected.
Enstroga have my Elec readings on the website which I can update but the Gas readings are 00000 and cannot be updated.
Impossible to contact Enstroga - have tried numerous times.
What should I do? How do I stand legally? Is this situation ever likely to be resolved?

System

Philip_Stokes wrote: »

I switched to Enstroga in August for dual fuel and was refunded by my previous supplier for the credit in the account.
Enstroga are direct debiting me each month as expected.
Enstroga have my Elec readings on the website which I can update but the Gas readings are 00000 and cannot be updated.
Impossible to contact Enstroga - have tried numerous times.
What should I do? How do I stand legally? Is this situation ever likely to be resolved?

You have been very patient. Send a recorded letter of complaint to Enstroga. If you hear nothing back then escalate your complaint after 8 weeks to The Energy Ombudsman.

Seashivers

I followed MSE advice and switched - to Enstroga - in 2017. I wish I'd read the reviews too:(

I have been trying to get a response from Enstroga since 8th November and I have included 3 separate electricity meter readings since then too - absolutely nothing except acknowledgements that they have my question and will get back to me "...with an answer shortly.".

I tried to switch to another supplier since (my years contract ended on 27th December 2018) and now Enstroga are 'objecting' - they sent me an email to which I responded with the then current meter reading - same acknowledgement, same lack of response. Seeing this thread, I have now prepared a formal letter of complaint to send them (using the details held on Companies House)

As far as I am concerned they cannot possibly be allowed to charge me post 27th December as I gave them meter readings and notice? I am really worried I am going to get cut off as I have now cancelled my direct debit in a failed attempt to get a response from them.
How can they be allowed to hold your electricity supply in 'hostage' like this? What a waste of people's time and energy (pun intended!)