Neon Reef - any views?

goatfaced

In reply to my moan recently, thanks Yelias for the replies. It wasn't a debt as you describe, simply a small debit on a statement for information, and would have been covered by the next direct debit. My main problem really was my direct debit being too low.

So I contacted them on their website and asked them to increase the direct debit to what I thought it should be, and they responded that they would have done but I'd been with PFP for a month and they were just waiting for a final reading from PFP.

I had no contact from PFP since the email saying the switch was blocked. Anyway, neon responded to my contact and would have changed my direct debit. So that was good. I'd go back to them in future if the price was right. 

molerat

Just received an e-mail following my complaint from Tuesday.

Thank you for your email. Please accept my sincere apologies regarding the credit refund. Please click here to complete the form as we do not have your bank details on your account. These a removed when your supply has transferred, and I will ensure that an immediate refund of £34.58 is processed.

Which links to a DD mandate, the amount includes £30 compo. They obviously realise they are in a no win situation so no arguments. No wonder energy suppliers have trouble making money. Also how are they going to take my daughter's money - DD is still live in her bank account.

jbuchanangb

It seems that their process is to wait for customer to request refund. 4 weeks after date of closing reading I asked on live chat about this, and they offered cheque or bank transfer. To handle the bank transfer required to fill in a direct debit mandate, even though it is for them to make a payment. They sent me a link to the relevant form, which I have completed and submitted. Hopefully this will elicit some funds. I guess they are better set up to deal with closing accounts with a debit balance. As this is within 6 weeks I'm not entitled to a late payment compensation.

yelias

jbuchanangb said:

It seems that their process is to wait for customer to request refund. 4 weeks after date of closing reading I asked on live chat about this, and they offered cheque or bank transfer. To handle the bank transfer required to fill in a direct debit mandate, even though it is for them to make a payment. They sent me a link to the relevant form, which I have completed and submitted. Hopefully this will elicit some funds. I guess they are better set up to deal with closing accounts with a debit balance. As this is within 6 weeks I'm not entitled to a late payment compensation.

Six weeks relates to the maximum time a supplier is allowed to create you a final bill. Failure to meet that deadline means another reason for an automatic £30 compensation.

You won't get any refund from any supplier once they cease to supply you until they have produced your final bill.

The supplier has 10 working days from production of the final bill to refund you any credit balance owed.

I would also remind you that it is a term of Neon Reef (although not strictly enforced) that you agree to keep your account in credit at all times. So they should be used to closing accounts with credit balances.
- although perhaps over the past year since they have been trading and in a time of rising prices, no one has left Neon Reef until last month when they increased their prices for existing customers for the first time?

TomDolan

just came off the chat, my switch was on 1st july and I had noticed that they had the closing read on the meter readings. Told this to the agent who quickly generated a final bill with around 40£ credit left on the account. She offered either setting up a dd mandate (although one was already there) or a cheque payment. I opted for cheque which should arrive in 10 days. Will update then.

yelias

WBCPB said:

Stratus said:

WBCPB said:

Has anyone who switched away due to their recent large tariff increase actually received a "final bill"?
I have received a "Your Energy Statement" dated 17th June which is my actual end of contract date ( 1st bill as only switched to them on 12th May so no way to compare bill wordings) but cannot find a trace of the word "final", my switch to Symbio started on 18th June and i did not supply them with a leaving meter read allowing Symbio to "do the driving" and not complicate matters (as advised on this forum), but this energy statement has estimated my usage from 12th May to 12th June where as i believe they should have used the actual opening meter read i gave to Symbio on 18th June? Am i due a "final bill" for usage from 13th June - 17th June where they should use the actual meter read i gave to Symbio? Hope this makes sense.
Regards

I switched away on 21st June. Neon Reef created a final bill dated 11th July. They didn't notify me of this bill but I found it in my online account. Still waiting for refund of credit.

Does this bill actually state "Final Bill" ?
Regards

My final Utiliity Point bill did not state it was a "Final Bill" when I received it 2-3 years ago. But it only covers a part month, up until the switch went live with the new supplier.

Looking at the specimen bill on the NR website, it appears the exact same format (apart from the colour) as my old UP bills were, except for the name change.
So I don't expect my final bill from NR, when I come to leave them, will state "Final Bill" either.

niktheguru

Well, i have just contacted them as my family member hadn't received a bill since march, despite giving regular meter readings (they were monthly before then) and now they've produced a "final bill" which has incorrect meter readings, saying "symbio provided them with an estimated reading", and that i should contact symbio regarding this, given that symbios opening readings are correct on the bills i'm not sure i agree with this.....seeing that it equates to about £1.50, i'm not sure i can be bothered to go through the hassle of getting family members to email over such a small amount!

yelias

TomDolan said:

just came off the chat, my switch was on 1st july and I had noticed that they had the closing read on the meter readings. Told this to the agent who quickly generated a final bill with around 40£ credit left on the account. She offered either setting up a dd mandate (although one was already there) or a cheque payment. I opted for cheque which should arrive in 10 days. Will update then.

I think that as long as the cheque is dated within 10 days of the final bill date, the supplier is deemed to have met their requirement.

As a matter on interest, did the supplier send you a copy of the final bill via email whilst you were hanging on the chat, and allow you time to carefully check it?
Otherwise, how do you know it is correct?

I remember UP took about 5 attempts to issue me with a correct final bill, but to their credit, 3 of these were withdrawn almost immediately after issue.

niktheguru

yelias said:

TomDolan said:

just came off the chat, my switch was on 1st july and I had noticed that they had the closing read on the meter readings. Told this to the agent who quickly generated a final bill with around 40£ credit left on the account. She offered either setting up a dd mandate (although one was already there) or a cheque payment. I opted for cheque which should arrive in 10 days. Will update then.

As a matter on interest, did the supplier send you a copy of the final bill via email whilst you were hanging on the chat, and allow you time to carefully check it?
Otherwise, how do you know it is correct?

The website will be refreshed with the pdf bill that can be downloaded.

yelias

niktheguru said:

Well, i have just contacted them as my family member hadn't received a bill since march, despite giving regular meter readings (they were monthly before then) and ...

Is this the same family member who hasn't noticed they have not been receiving monthly bills/statements, or at least if they did notice, failed to do anything about it, for about the last 4 months, that you have recenty switched to Symbio?

If so, I wish them the vey best of luck for the future.

One thing I must say based on the comments of the Symbio feedback thread is that anyone with Symbio needs to be prepared to monitor their account like a hawk. I think I am pretty good monitoring my energy accounts (even if I do say so myself), but even I was put off with the thought of switching to Symbio. Life is far too short, even if they would have saved me about 30% at the time. (I see they have now increased their rates, but they are still coming out joint cheapest with Neo who won't give you a quote online, and I have other reasons not to allow Neo to supply us either)