Neon Reef - any views?

razord

Rejected my mum's switch to PFP this morning.
No way to contact them but an email form, no way to make a payment for the small <£50 debt she has with them manually...
Asked them to raise a complaint so we can push forward to the ombudsman if required. We're obviously happy to pay the debt, but they literally don't give you a way. The bill contains no information on how to make a manual payment either. (Also, their bills link to a twitter account @neonreef, which isn't theirs...)

razord

danielson81 said:

Neon Reef have objected to my switch to PFP.... because I have £45 of "debt" , due to my fixed DD not catching up. Surely my final bill would correct this? 

exactly the same situation - for almost the exact same amount here! Did you get a hold of them, or figure out how you can even pay that debt?

SamDude

Same here - email from PFP stating that my supplier (Neon Reef) had objected to the switch.
My Neon Reef balance is £75 which I'm happy to pay off but can't find a way...

Their twitter name is wrong on the bills but correct on their website (https://twitter.com/neon_reef). Curiously they have not tweeted anything (or perhaps deleted them all).

danielson81

SamDude said:

Same here - email from PFP stating that my supplier (Neon Reef) had objected to the switch.
My Neon Reef balance is £75 which I'm happy to pay off but can't find a way...

Their twitter name is wrong on the bills but correct on their website (https://twitter.com/neon_reef). Curiously they have not tweeted anything (or perhaps deleted them all).

Hi,
I did a live Chat with Neon Reef and they said clear the balance (on Monday), I also emailed them on Friday and they replied on Monday saying the objection had been lifted as I had paid the balance. 
I then did a live chat with PFP this morning and they "re-applied" for the supply. 

danielson81

razord said:

danielson81 said:

Neon Reef have objected to my switch to PFP.... because I have £45 of "debt" , due to my fixed DD not catching up. Surely my final bill would correct this? 

exactly the same situation - for almost the exact same amount here! Did you get a hold of them, or figure out how you can even pay that debt?

Paid using details here: https://www.neonreef.co.uk/additional-payments/ 
They told me the amount, but if you look at your latest bill it was the "Total Debt" amount on page 1. 

molerat

Daughter and I both had e-mails from Symbio that switch confirmed.  My NR account was £29.12 in credit as they managed to process the DD before the bill which is unusual and daughter was £3.41 debit again after DD processed, she has managed to get over a month DD value in debit so in light of the previous comments I was surprised they did not block hers.  Not heard anything from NR about leaving.

SamDude

danielson81 said:

SamDude said:

Same here - email from PFP stating that my supplier (Neon Reef) had objected to the switch.
My Neon Reef balance is £75 which I'm happy to pay off but can't find a way...

Their twitter name is wrong on the bills but correct on their website (https://twitter.com/neon_reef). Curiously they have not tweeted anything (or perhaps deleted them all).

Hi,
I did a live Chat with Neon Reef and they said clear the balance (on Monday), I also emailed them on Friday and they replied on Monday saying the objection had been lifted as I had paid the balance. 
I then did a live chat with PFP this morning and they "re-applied" for the supply. 

Live chat with Neon Reef:
Me - "Why has NR objected to my switch request?"
NR - "Oh, I have lifted the objection as your payment has just cleared"
Me - "Hmmmm, thanks. I think..."

Call with PFP (live chat not responding):
Me - "I've cleared the objection at NR, can you please continue the switch?"
PFP - "Ok thanks for letting us know. You can go ahead and start a new switch".
Me - "..........."
Me - "...All I needed to do according to the email you sent me was to confirm within 24 hours that the objection is resolved, and you can continue the existing request"
PFP - "Ok, let me check"
[10 mins on hold later]
PFP - "I've escalated it and we will carry on with the existing switch request"

This is making me nervous....

razord

Have opened a complaint with Neon Reef. They are saying despite payment being made today, they will refuse the switch for the next week, as their billing system takes that long to process the payment onto the account.

I think it's unacceptable that we're all going to lose our original switches and have to resubmit in a week, potentially on newer more expensive tariffs.

danielson81

Just had an email saying my direct debit is basically doubling ( as per the end of Aqua One) ... hope my switch goes ahead...

greyteam1959

I have just had exactly the same thing.
Debit balance of £43 & blocked the switch.
Paid it within 5 minutes of finding out.
5 days to wait for their accounts dept to catch up.
Why don't Neon Reef tell you to clear a debit balance BEFORE you can attempt to switch ??
It would make things an awful lot quicker & easier.