Neon Reef - any views?

molerat

molerat said:

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.

So much for their promise to refund.  If money not in my account by midnight Wednesday they have failed on the rectifying the breach within 10 working days of being notified so due me another £30.

Stratus

My credit refund plus £30 compensation arrived for me today - 4th August.

Left 21st June
Final bill 11th July
Confirmation of credit refund plus compensation on 28th July.

Very strange that they don't have automatic credit refunds. I guess it must pay them not to bother unless pushed.

molerat

Second complaint fired off.  How can they honestly run a company if they are having to pay out £60 compensation for failing to repay a less than £5 credit.

My daughter has still not been asked to pay her > £50 closing bill.

Another shower of incompetents in the energy supply industry.

jbuchanangb

My refund of credit balance has arrived. No real cause for complaint.

Gerry1

Stratus said:

My credit refund plus £30 compensation arrived for me today - 4th August.

Left 21st June
Final bill 11th July
Confirmation of credit refund plus compensation on 28th July.

Very strange that they don't have automatic credit refunds. I guess it must pay them not to bother unless pushed.

Much the same for me: left on 18 June, unnecessary DD collected on 5 July, regular statement issued on 12 July but no mention it being the final bill, and no 'Sorry You're Leaving Us, Are You Sure?' message.

All silent until 2 Aug when I queried whether that was the final bill (yes, it was) and asked for £30 compo because of their failure to refund credit within 10 working days.  They said I could fill in a form to be refunded by BACs or could alternatively be sent a cheque.  However, the form was to set up a new DD mandate, which seemed inappropriate, so I opted for a cheque.  They've just replied stating that I should allow up to 10 - 15 working days to receive this, and it will include the £30 compo.

Admittedly they will have had a lot of customer churn because of the inevitable price rise (Aqua One was very good while it lasted and they never increased the variable rate since I joined them in Feb 2020), and they may also have a lot of people who have been 'pinged' about Covid.

However, it does seem that they are failing to refund credit within the Ofgem timescales and there must be some suspicion that they have calculated that many people won't notice or won't chase it up, so it's cheaper to pay a few cases of compo.  At least they didn't quibble, but it's still a bit disappointing, although the £30 compo is welcome !

WBCPB

Gerry1 said:

Stratus said:

My credit refund plus £30 compensation arrived for me today - 4th August.

Left 21st June
Final bill 11th July
Confirmation of credit refund plus compensation on 28th July.

Very strange that they don't have automatic credit refunds. I guess it must pay them not to bother unless pushed.

Much the same for me: left on 18 June, unnecessary DD collected on 5 July, regular statement issued on 12 July but no mention it being the final bill, and no 'Sorry You're Leaving Us, Are You Sure?' message.

All silent until 2 Aug when I queried whether that was the final bill (yes, it was) and asked for £30 compo because of their failure to refund credit within 10 working days.  They said I could fill in a form to be refunded by BACs or could alternatively be sent a cheque.  However, the form was to set up a new DD mandate, which seemed inappropriate, so I opted for a cheque.  They've just replied stating that I should allow up to 10 - 15 working days to receive this, and it will include the £30 compo.

Admittedly they will have had a lot of customer churn because of the inevitable price rise (Aqua One was very good while it lasted and they never increased the variable rate since I joined them in Feb 2020), and they may also have a lot of people who have been 'pinged' about Covid.

However, it does seem that they are failing to refund credit within the Ofgem timescales and there must be some suspicion that they have calculated that many people won't notice or won't chase it up, so it's cheaper to pay a few cases of compo.  At least they didn't quibble, but it's still a bit disappointing, although the £30 compo is welcome !

Same here, Symbio effective date of supply was 18th June and received statement into my online portal on 13th July with the statement date of 17th June, but using estimated readings much lower than  the read i gave to Symbio, did your 12th July statement contain any estimated reads, someone else stated that they had used estimates also? I have had the " we are sorry we failed to abide by Ofgem regulations" email after filling in a complaint form, apparently the bank details from my direct debit are encrypted on their system so they are unable to see them hence the option of cheque or new D.D for refund.
Regards

niktheguru

WBCPB said:

Gerry1 said:

Stratus said:

My credit refund plus £30 compensation arrived for me today - 4th August.

Left 21st June
Final bill 11th July
Confirmation of credit refund plus compensation on 28th July.

Very strange that they don't have automatic credit refunds. I guess it must pay them not to bother unless pushed.

Much the same for me: left on 18 June, unnecessary DD collected on 5 July, regular statement issued on 12 July but no mention it being the final bill, and no 'Sorry You're Leaving Us, Are You Sure?' message.

All silent until 2 Aug when I queried whether that was the final bill (yes, it was) and asked for £30 compo because of their failure to refund credit within 10 working days.  They said I could fill in a form to be refunded by BACs or could alternatively be sent a cheque.  However, the form was to set up a new DD mandate, which seemed inappropriate, so I opted for a cheque.  They've just replied stating that I should allow up to 10 - 15 working days to receive this, and it will include the £30 compo.

Admittedly they will have had a lot of customer churn because of the inevitable price rise (Aqua One was very good while it lasted and they never increased the variable rate since I joined them in Feb 2020), and they may also have a lot of people who have been 'pinged' about Covid.

However, it does seem that they are failing to refund credit within the Ofgem timescales and there must be some suspicion that they have calculated that many people won't notice or won't chase it up, so it's cheaper to pay a few cases of compo.  At least they didn't quibble, but it's still a bit disappointing, although the £30 compo is welcome !

Same here, Symbio effective date of supply was 18th June and received statement into my online portal on 13th July with the statement date of 17th June, but using estimated readings much lower than  the read i gave to Symbio, did your 12th July statement contain any estimated reads, someone else stated that they had used estimates also? I have had the " we are sorry we failed to abide by Ofgem regulations" email after filling in a complaint form, apparently the bank details from my direct debit are encrypted on their system so they are unable to see them hence the option of cheque or new D.D for refund.
Regards

Yes, I'm having the same problem. Neon reef have used estimates and are blaming symbio for it. Yet symbio are using the correct readings and have been surprisingly helpful. They state they've informed neon reef twice about the correct readings, but will inform them again today. If not sorted by next week I shall be going down the formal complaint route with neon reef. I don't mind what readings they use as long as both providers are the same.

Gerry1

WBCPB said:

Gerry1 said:

Stratus said:

My credit refund plus £30 compensation arrived for me today - 4th August.

Left 21st June
Final bill 11th July
Confirmation of credit refund plus compensation on 28th July.

Very strange that they don't have automatic credit refunds. I guess it must pay them not to bother unless pushed.

Much the same for me: left on 18 June, unnecessary DD collected on 5 July, regular statement issued on 12 July but no mention it being the final bill, and no 'Sorry You're Leaving Us, Are You Sure?' message.

All silent until 2 Aug when I queried whether that was the final bill (yes, it was) and asked for £30 compo because of their failure to refund credit within 10 working days.  They said I could fill in a form to be refunded by BACs or could alternatively be sent a cheque.  However, the form was to set up a new DD mandate, which seemed inappropriate, so I opted for a cheque.  They've just replied stating that I should allow up to 10 - 15 working days to receive this, and it will include the £30 compo.

Admittedly they will have had a lot of customer churn because of the inevitable price rise (Aqua One was very good while it lasted and they never increased the variable rate since I joined them in Feb 2020), and they may also have a lot of people who have been 'pinged' about Covid.

However, it does seem that they are failing to refund credit within the Ofgem timescales and there must be some suspicion that they have calculated that many people won't notice or won't chase it up, so it's cheaper to pay a few cases of compo.  At least they didn't quibble, but it's still a bit disappointing, although the £30 compo is welcome !

did your 12th July statement contain any estimated reads, someone else stated that they had used estimates also? I have had the " we are sorry we failed to abide by Ofgem regulations" email after filling in a complaint form, apparently the bank details from my direct debit are encrypted on their system so they are unable to see them hence the option of cheque or new D.D for refund.

No, the readings were accurate on what turned out to be the final bill.  My only concerns are that nothing seemed to change after I left, NR's systems just seemed to continue on autopilot, including the unnecessary DD.  Assuming the refund cheque arrives promptly they'll have done me a favour by giving £30 compo, but I have to wonder whether lots of others will lose out if their refund is late or never materialises.

I'll give them the benefit of the doubt for the time being because they were always very good, they didn't quibble and they've probably been hit by the double whammy of dramatically increasing wholesale prices together with Covid-19.

Penelopa.Pitstop

molerat said:

Penelopa.Pitstop said:

My billing date was 28th of June. I checked app and online account and nothing there. No new bills since 4th of June.

I suspect that due to your switching date and they knew a switch was in progress they stopped the billing process for that month and the bill will be produced on the next normal billing date..

Got the final bill on 03/08/2021, no email, just showing on the website. Actually, it's just a bill, nothing saying it's final. I'm 4.17 in debit but it doesn't specify how to pay it.

Gerry1

Penelopa.Pitstop said:

molerat said:

Penelopa.Pitstop said:

My billing date was 28th of June. I checked app and online account and nothing there. No new bills since 4th of June.

I suspect that due to your switching date and they knew a switch was in progress they stopped the billing process for that month and the bill will be produced on the next normal billing date..

Got the final bill on 03/08/2021, no email, just showing on the website. Actually, it's just a bill, nothing saying it's final. I'm 4.17 in debit but it doesn't specify how to pay it.

https://www.neonreef.co.uk/additional-payments/