reimbursement delay after energy switch

dawnineastwood

Spoke to Enstroga again today regarding the £30 automatic compensation. Got the same girl who remembered our conversation. She said she had spoken to their billing department about the compensation payment but they know nothing about such payments being due. They want to see my letter from Ofgem saying that this must be paid! Explained that I do not have a personal letter but that this is a general automatic requirement with effect from May 2019. Someone from the billing department is apparently going to contact me. Have you made any progress Spot1034?

Heedtheadvice

Yes you will not have a personal letter as it is a regulation embodied by statute so Enstroga (and all other suppliers) have a statutory duty to pay up!
Just refer to Ofgem regs as at https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/how-switch-energy-supplier-and-shop-better-deal/compensation-if-there-s-energy-switch-problem
Interesting Enstroga claim no knowledge of the regs under which they supply energy and facilitate switching and final billing!

dawnineastwood

Thank you for your advice. I've emailed them again giving them the links to the relevant Ofgem regulations. I cant see them getting the £30 into my bank in time now so it will become £60. I'm sure they hope most customers will give up and go away but not me! I will keep you posted. My inclination is to go down the small claims route if I get nowhere with them in due course.

spot1034

dawnineastwood wrote: »

Spoke to Enstroga again today regarding the £30 automatic compensation. Got the same girl who remembered our conversation. She said she had spoken to their billing department about the compensation payment but they know nothing about such payments being due. They want to see my letter from Ofgem saying that this must be paid! Explained that I do not have a personal letter but that this is a general automatic requirement with effect from May 2019. Someone from the billing department is apparently going to contact me. Have you made any progress Spot1034?

Sorry, just seen this - I have made no further progress but have written to them explaining that both deadlines have been missed and that I look forward to receiving the £60 compensation due to me at their earliest convenience!


I wasn't really expecting a swift response, but I have told them I will be referring the matter to the Ombudsman if they do not pay up. I'm happy to let it sit there for the next few weeks and then escalate it when their time has run out.

Heedtheadvice

Likewise, spot.
Now at the end of my third 10day reimbursement period with no (other than automated acknowledgement) response from Enstroga. Will be sending another email from Resolver.
Maybe also phone them too.


It is a surprise that Enstroga seem to ignore their responsibilities (even denying them as per an earlier post) building up a debit commensurate with the original outstanding balance. Does not look good all round.

Heedtheadvice

Well, update. Didn't initially use resolver but updated the case log and used it to confirm discussion after I phoned Entroga again.


It seems that Enstroga's responsiveness to phone calls is poor. (Not living up go promises, cannot speak to those who can take action, not able to give answers to questions) but eventually produces a little progress.
Yesterday they logged a complaint and provided a reference.
Today I received an email to say they would investigate.
No time scale given.


Apart from an automated response ('received/thank you') there has been no progress that is apparent from ecomms, mine directly or via Resolver.


However current status is now into fourth late payment compensation period.....so nothing yet of any value in response to my complaints of several weeks age.....


Perhaps Enstroga cannot be relied upon to take appropriate actions and everything needs a manual kick internally by them. I await to see if a complaint logged makes any difference....

dawnineastwood

Heedtheadvice and Spot1034 - £60 compensation in the bank today. Strangely two payments - one of £29.02 and one of £30:98. The second payment became due on 7 October so I sent an email that day entitled 'Formal Complaint' giving them 6 weeks to sort it out. Last Friday I had a phone call from Tim from Enstroga's complaints dept who apologised and said he would authorise the payment of £60. Very pleased this has been resolved and that I can now cancel the DD authority. I hope you both have similar success very soon.

Heedtheadvice

That is good news for you Dawn!
Gives me some hope.


Curious way to pay the full amount (I had similar payments for the credit) but as long as due payments are made.....

spot1034

Yes very encouraging news Dawn, well done!



I was going to send a reminder later this week. At least we know they are aware of the ruling and will pay up if pushed to do so. In cases like ours there are no grounds for them to dispute the claim and they must know they would lose if the Ombudsman gets involved, so it's in their interest to sort it out before it gets that far.

Heedtheadvice

I am envious of Dawn!


Another week passes and still no response from Enstroga for me.......😢