Neon Reef - any views?

Inigo_Montoya

it looks like neon reefs billing system is quite glitchy

for example there can be significant delays in direct debits being posted to your account balance e.g. my last DD was taken august 2nd & it has still not been applied yet 

quite a few people on trustpilot mention this issue (alongside many others)

My main concern is that one or more DDs may never get applied & I might lose track & miss it

Gerry1

Inigo_Montoya said:

it looks like neon reefs billing system is quite glitchy

for example there can be significant delays in direct debits being posted to your account balance e.g. my last DD was taken august 2nd & it has still not been applied yet 

quite a few people on trustpilot mention this issue (alongside many others)

My main concern is that one or more DDs may never get applied & I might lose track & miss it

My DDs usually took between 5 and 7 days to be credited, although one missed a statement but appeared on the next one, so be prepared for that.  However, all my DDs and top-ups were credited; you probably don't need to worry unless your bank account is close to the limit.

In any case, for most people probably all that really matters is that when you leave them the total DD payments match up within the total usage.

My only gripe is that the refund wasn't sent within 10 working days of the final bill.  They've agreed to send the refund plus £30 compo by cheque, and if that happens then I'll be quite content.

Shedman

Inigo_Montoya said:

it looks like neon reefs billing system is quite glitchy

for example there can be significant delays in direct debits being posted to your account balance e.g. my last DD was taken august 2nd & it has still not been applied yet 

quite a few people on trustpilot mention this issue (alongside many others)

My main concern is that one or more DDs may never get applied & I might lose track & miss it

Their billing and crediting of DDs does seem to be getting slower recently.  Usually a meter reading submitted on 30th of month would result in a bill being produced on 6th/7th of month but last couple of months its taken till 10th for bill to appear in the account.  DD taken on 1st Aug still not showing on the account.

I miss Yorkshire Energy...submit meter reading and 30mins or so later the bill was ready.

maisie_cat

Shedman said:

Inigo_Montoya said:

it looks like neon reefs billing system is quite glitchy

for example there can be significant delays in direct debits being posted to your account balance e.g. my last DD was taken august 2nd & it has still not been applied yet 

quite a few people on trustpilot mention this issue (alongside many others)

My main concern is that one or more DDs may never get applied & I might lose track & miss it

Their billing and crediting of DDs does seem to be getting slower recently.  Usually a meter reading submitted on 30th of month would result in a bill being produced on 6th/7th of month but last couple of months its taken till 10th for bill to appear in the account.  DD taken on 1st Aug still not showing on the account.

I miss Yorkshire Energy...submit meter reading and 30mins or so later the bill was ready.

I must admit I find it odd as well, we transferred to Neon in March and they have only created 2 invoices since then. The first made sense but the second used estimated readings far below the ones I'd already submitted.
It's only because I have a spreadsheet that I know what's going on.

goatfaced

I left NR 7 weeks ago. They stopped taking money, and seem content to wait for a reading. I owe them a hundred or more. PFP are in limbo and haven't really proceeded with my switch so I've nudged them again. 

molerat

They replied to my second complaint a week ago, this time gave it a complaint number, but nothing heard since.  What is so difficult about issuing a timely refund for less than £5 ?

Daughter still not heard from them about her debit balance.  Until they ask for it they are getting nothing.   After all it does clearly state on the "invoice"

Remember:
As you are making regular direct debit payments this statement is for
information only and does not require payment.

What do they expect people to do ?

WBCPB

molerat said:

They replied to my second complaint a week ago, this time gave it a complaint number, but nothing heard since.  What is so difficult about issuing a timely refund for less than £5 ?

Daughter still not heard from them about her debit balance.  Until they ask for it they are getting nothing.   After all it does clearly state on the "invoice"

Remember:
As you are making regular direct debit payments this statement is for
information only and does not require payment.

What do they expect people to do ?

I received my total credit refund + £30 compo yesterday even though the "final bill" was an estimated reading much, much lower than the opening read i gave to Symbio, this was after my second complaint requesting my deadlock letter in order to escalate. I just need to keep an eye on my online portal to see if they provide an updated final bill.
Regards

brewerdave

Shedman said:

Inigo_Montoya said:

it looks like neon reefs billing system is quite glitchy

for example there can be significant delays in direct debits being posted to your account balance e.g. my last DD was taken august 2nd & it has still not been applied yet 

quite a few people on trustpilot mention this issue (alongside many others)

My main concern is that one or more DDs may never get applied & I might lose track & miss it

Their billing and crediting of DDs does seem to be getting slower recently.  Usually a meter reading submitted on 30th of month would result in a bill being produced on 6th/7th of month but last couple of months its taken till 10th for bill to appear in the account.  DD taken on 1st Aug still not showing on the account.

Do seem to be getting slower - meter reading on the 5th and DD taken. Statement produced today (12th)  but no DD credit shown.

greenguppie

It looks like the folk at Neon Reef have been busy recently.

1. They now have a new design quotation page. The URL changed too - access it from their home page.
- unfortunately it does not automatically shrink to screen size or have any scroll bars, so you may need to manually reduce the zoom to get past the first page.

2. They've updated their T&Cs (11/08/2021) - anyone see what has changed?

3. They've just introduced a new fixed rate tariff (Neptune v3)

Customers with E7 meters are now being quoted a traditional dual rate tariff on that new tariff, which might attract some more people (for the supply region I looked at, it would benefit anyone who used at least about 20% low rate)

But that tariff now has a revised payment plan too. First 6 months you pay 33% more than the usual 1/12 of the annual cost, and second 6 months you pay 33% less, apparently to allow them to forward buy your energy they say.

Or is it just a cheap way to borrow money by a company that may be experiencing cash flow issues?

maisie_cat

brewerdave said:

Shedman said:

Inigo_Montoya said:

it looks like neon reefs billing system is quite glitchy

for example there can be significant delays in direct debits being posted to your account balance e.g. my last DD was taken august 2nd & it has still not been applied yet 

quite a few people on trustpilot mention this issue (alongside many others)

My main concern is that one or more DDs may never get applied & I might lose track & miss it

Their billing and crediting of DDs does seem to be getting slower recently.  Usually a meter reading submitted on 30th of month would result in a bill being produced on 6th/7th of month but last couple of months its taken till 10th for bill to appear in the account.  DD taken on 1st Aug still not showing on the account.

Do seem to be getting slower - meter reading on the 5th and DD taken. Statement produced today (12th)  but no DD credit shown.

Not just me then! I haven't had a statement since June and no response to my request to reduce my direct debit, the rate I'm paying is 40% more than our annualised usage.