Yorkshire energy ?

Bossworld

One last twist in the tail, received my final bill from SP and... they've taken Octopus' opening reads, kept the gas it was and added extra onto the electricity as an 'estimated' read.  Despite my SP account also showing the correct value from Octopus, on the 'provide a reading' page.  Obviously didn't want to do that online, as the dates wouldn't make any sense.

Lost an hour on the phone to them earlier, sounds like they'll correct it but what an absolute farce. As before, it seems it's the electricity they struggle with the most.

masonic

Deleted_User said:

I am also still in the same position as many here - a state of flux, or something that rhymes with it.
This whole episode is a shambles. So, the regulator, OFGEM, is supposed to regulate the suppliers. Might I ask who regulates the regulator, if it is patently not doing the job it is supposed to be doing, protecting customers, enforcing its own rules and sanctioning defaulting suppliers?

https://www.ofgem.gov.uk/about-us/transparency/complaints-about-ofgem

[Deleted User]

masonic said:

https://www.ofgem.gov.uk/about-us/transparency/complaints-about-ofgem

A very literal response to what was pretty much a rhetorical question. So the process would be to complain to OFGEM itself, about itself, then to your MP, and then to The Parliamentary And Health Service Ombudsman (PHSO). I imagine that would have a very high chance of success, and would take so long that I would be long dead before any outcome, and past caring. What is really needed is a procedure for switching regulators rather than suppliers. 

masonic

Deleted_User said:

masonic said:

https://www.ofgem.gov.uk/about-us/transparency/complaints-about-ofgem

A very literal response to what was pretty much a rhetorical question. So the process would be to complain to OFGEM itself, about itself, then to your MP, and then to The Parliamentary And Health Service Ombudsman (PHSO). I imagine that would have a very high chance of success, and would take so long that I would be long dead before any outcome, and past caring. What is really needed is a procedure for switching regulators rather than suppliers. 

I suppose the procedure for switching regulators is to emigrate.

worrywart_3

Mine took about 29 weeks from tonik to reach so account still not hit my own personal account 

Trev456

I've moved to Avro. I received my final SP statement today. The end meter readings surprisingly reconcile. I've checked the mish-mash of bills that SP have sent me during their SoLR tenure and everything appears to reconcile. The initial take-on gas reading from 06/12/20 was wrong and this took a couple of online requests + 3 x 1hr long telephone calls to attempt to get this right. It finally took one of their really helpful back room staff to call me one evening after I'd raised a complaint. They are tied by their billing system - SAP - it seems to be very unwieldy. Guy fixed it another way and also gave me a small amount of compensation for all my wasted time. 
SP staff are helpful but they're fighting their applications. Not appreciated are the very long waits on the phone waiting to speak to someone.
I used to work for one of the big six utility companies, not naming that one but our systems were so much better. Since leaving I've used Octopus, YE and SP. Scottish Power easily the worst company in my experience. Hopefully for some of you, your experience will be better, in fact I saw a comment a few pages ago by someone saying they couldn't see what the fuss was about! Lucky you!
Still awaiting my £500 credit from YE. I had an email YE 10 days ago saying they hoped to complete everything within 2 weeks,
not holding my breathe during the next 4 days.
Good luck everyone.

BedrockFred

Finally got my email answered but just the usual guff 
"Dear Mr.
 
Thank you for your recent e-mail regarding your energy account 
 
I can see that you are contacting us about the refund. I am really sorry for the troubles that you had to face. However, I have checked and I can see that the available credit balance is £214.62. I have highlighted this to the dedicated team so please be rest assured as soon as I get a response from them I will email you accordingly. ""
So what would be my next step in resolving this?

Tharweb

BedrockFred said:

Finally got my email answered but just the usual guff 
"Dear Mr.
 
Thank you for your recent e-mail regarding your energy account 
 
I can see that you are contacting us about the refund. I am really sorry for the troubles that you had to face. However, I have checked and I can see that the available credit balance is £214.62. I have highlighted this to the dedicated team so please be rest assured as soon as I get a response from them I will email you accordingly. ""
So what would be my next step in resolving this?

I don't know.

The "15 - 20 working days" is up for me on 1st April, so I'll be on to them after that.

Please post back if you hear anything from them.

Shedman

Finally managed to get through on chat to SP (their systems are so poor...).   Chased up my YE credit thats been showing since 18 Feb.  Now been promised that a refund has been initiated and should be received with 5 days and, as they still have my bank details registered despite DD having been cancelled, it will be by bank transfer.   We'll see if it actually happens......ummmm.

Its just wrong that you have to chase them.  They could clearly see it was due but if I hadn't bothered I wonder how long before they would have paid it!

by_eck

BedrockFred said:

Well as promised my YE credit has appeared in my SP account that's gone from closed to sorry your leaving 
and says
""As your account’s in credit, we’ll automatically refund your balance into your bank account. If you cancel your Direct Debit, we’ll send you a cheque.""
According to the email I received  
""Once the Yorkshire Energy credit gets applied on the account, the system will initiate the refund and it will take another 15-20 working days for bank transfer/cheque through post.""
So far so good, hopefully direct to my bank account

Well, Fred, at least you were told how long your refund would take; the courtesy wasn't extended here. The YE credit of £200+ arrived in my SP account at the beginning of this month and is still sitting there. Just to check that they're still quoting the same timescale, I rang them today on their dedicated YE helpline and anticipating being put on hold for the rest of the morning, requested a call-back. Surprisingly, they did actually stick to their anticipated call-back time.

Now, when you receive a call-back, you expect to be speaking directly to a customer services advisor. Not so here – a robot gave the options of hitting "1" to speak to someone or another button to end the call. Naturally, I wanted to ask questions, but on pressing "1", was put in a queue for several minutes, being bombarded with muzak and plugs for SP's products. Occasionally, a voice would interrupt, advising that all their operators were very busy.

It seems that SP are determined to make you wait, but having better things to do than sit by the telephone, I eventually put the receiver down. I really don't want to ask them anything by e-mail again, due to language shortfalls on their part.

How have other sufferers managed to make successful 'phone calls?