Energy supplier closed my account without warning - advice wanted!

nettface

Hi all, 
I switched energy suppliers at the start of the year due to numerous issues, when I told them I was leaving I was aware I had a large outstanding balance, that they agreed I could continue to pay off over the next couple or more years as an installment plan, where as long as I made my monthly payments by an agreed date, I could always log in to my account any any desired point to pay off more if I wanted. 
I've been doing this without issue every month until now, when my account email address was suddenly no longer recognised. I called them to ask why and they advised my online account has been deleted and there is no way of it being reinstated. At no point did I ask for my account to be deleted, and at no point did I receive any contact from them advising my account was due to be closed. Even when I told them I was leaving they didn't mention I would lose access after a set amount of time, in fact they said I'd always be able to continue logging in to view my balance, view old bills and make my payments. They are trying to tell me I must set up a standing order with my bank to make the rest of my payments, and that accounts get closed after customers switch suppliers. Another customer services person I spoke to contradicted this, saying it should never have been closed, and that she's never seen this happen before. I cannot see anything on their website warning accounts will be closed. Is there any illegal behaviour by the energy supplier for doing this to me? I have told them I am not happy using other payment methods and when I originally gave them my custom it was on the premise that I'd always have online access for making payments. 
They have offered me a tiny amount to be removed from my balance as a good will gesture, but it really is a very small amount so I've told them it's not good enough. 
Can anyone kindly offer any advise or help? 

Gerry1

You admit that you had a large outstanding balance. They were kind enough to let you pay it back over two years, and also to give you a goodwill payment when you complained that your online account had, not unreasonably, been closed.

Yet you're still complaining.

Sorry to have to be blunt, but the expression 'beggars can't be choosers' comes to mind...

nettface

Gerry1 said:

You admit that you had a large outstanding balance. They were kind enough to let you pay it back over two years, and also to give you a goodwill payment when you complained that your online account had, not unreasonably, been closed.

Yet you're still complaining.

Sorry to have to be blunt, but the expression 'beggars can't be choosers' comes to mind...

A little harsh I feel, I am not complaining about paying my balance. My question was more about are they within their rights to have closed my account without my authorisation and without warning. Especially when they'd previously told me I'd be able to continue accessing it for as long as needed. They haven't really offered any real resolution to this issue which is troubling me. It's not just about making online payments but I was wanting access to previous bills too, which I've now lost. 

MWT

The unusual part of this is that they let you continue to pay off your debt over time and still allowed you to switch away from them, that doesn't usually happen.

You've also had plenty of time to save local copies of your old bills if you still wanted them.

It is normal for accounts to be closed after you leave a supplier, how long varies but it is normal that you would lose access at some point.

I suspect the fact that you've been allowed to leave while still in debt isn't something there normal systems can cope with, you can try sending in a formal complaint, but I doubt it is going to have much impact.

How much longer will you need to pay off the remaining amount owed?

rp1974

Surprised they let you leave tbh,given a large debt,they could have blocked the switch.Goodwill cuts both ways,they have already been as reasonable as could realistically be expected.When they accepted your custom they did so on the premise you would pay your bills,although they are partly resposible for the large debt building up,they should have stopped this happening.I would do as they ask and set up a standing order,they can take further action if you dont keep paying debt back.

Gerry1

You were lucky that they didn't install rip-off pre-payment meters or send in debt collectors.