Help

Prussell

I operate an dual fuel account for an old family friend who is not computer literate.
The company I had her accounts with was ENSTROGA.
3 times in last 12 months I have had to complain to the energy Ombudsman about poor customer service on each occasion the Ombudsman has found in our favour.


I have now moved her to another supplier and the final bill has been produced saying the balance of over £240 would be paid into her account on 30th October.


I also ran another account for my Daughter and her final statement stated she would get her refund of £143.19 on 7th November it did not happen.
My daughter had words with them on the phone and got no where so I called and discussed the problem and basically got no where either - however today she had two payments made into her bank account the totalled the amount due.
The family friend who is due over £240 has still not got her refund.
What can I do ? will small claims be appropriate or is there any thing else we can do?


Regards


P J Russell

JJ_Egan

Send a LBA first letter before action . Google for templates .

Prussell

Sorry - do not understand the termLBA


Pete

Sea_Shell

Letter before action.

A warning shot, if you like.

UnclaimedEnergy

https://www.citizensadvice.org.uk/law-and-courts/legal-system/taking-legal-action/small-claims/making-a-small-claim/

Citizens advice has a template on their website using the link above. If going through small claims.

Have you gone to the ombudsman yet regarding the non-refund? If not then that is another approach you could try.

Either route is unlikely to result in a speedy resolution. Another alternative before the ombudsman could be addressing a letter to the CEO of Enstroga, as that tends to get a quicker response.

Prussell

by some miracle 4 payments totalling the correct refund amount have happened this morning.
I had already done LBA in no uncertain terms.
As I no longer have any one placed with them it seem a waste of time to progress any further.
Thanks to all for advice

pasquith

Enstroga transferred us erroneously to another supplier. It took months for them to admit they had done this which caused all sorts of problems getting a new supplier of our choice.  Non of our complaints emails/letters were answered, however when they asked for payment of a final account which we paid they were not able to find it in their bank account.  This resulted in daily emails requesting payment by their chosen method.