Green Network Energy is ceasing to trade

Grumpy_chap

OK, so I was patient and awaited EDF to actually contact me before raising comment.

Eventually in August I received a payment demand for £1k with no explanation and raised queries with EDF customer service, who were summarily hopeless.   The credit balance of >£500 from GNE had simply disappeared.

End of August I sent a formal compliant in writing to EDF, to which they have failed to respond in acknowledgement of any of my queries or comment but simply keep sending the statement that the balance is due.  Today I received a letter stating that EDF will commence debt recovery action.  Obviously not an outcome I welcome and it will be entirely unfair to receive a default on my credit file for a bill that is not validated.

Do I now write to EDF requesting that they either look into and actually address the specific comments I have raised or issue a "deadlock letter" which would facilitate me to escalate the complaint to the independent authority?  

bristolleedsfan

Grumpy_chap said:

Do I now write to EDF requesting that they either look into and actually address the specific comments I have raised or issue a "deadlock letter" which would facilitate me to escalate the complaint to the independent authority?  

https://forums.moneysavingexpert.com/discussion/comment/78552544/#Comment_78552544

"If was me I would phone GNE in administration - If you have any questions regarding your final closing account statement, you can call our call centre on 0800 520 02 02."

Chasraz

Hi

Just wanted to know what happens to the monies I'm in credit with Igloo energy. I transferred from Igloo energy on the 11/9/22 to Green energy and shortly afterwards they creased trading and then a few days later Igloo energy creased trading so in a nutshell the monies that I was in credit with Igloo will not be transferred to Green energy. The customer service representative at Igloo advised that they are not issuing refunds. The problem now is my Green energy account is being transferred to Shell energy and Igloo energy customers are being transferred to Eon energy so I would like to know how can I get back the monies owed to me by Igloo energy, as I'm a pensioner I can't afford to wait why all this mess with the energy companies is sorted and I will still have to make my direct debit payment to Shell energy

QrizB

Chasraz said:

Hi

Just wanted to know what happens to the monies I'm in credit with Igloo energy. I transferred from Igloo energy on the 11/9/22 to Green energy and shortly afterwards they creased trading and then a few days later Igloo energy creased trading so in a nutshell the monies that I was in credit with Igloo will not be transferred to Green energy. The customer service representative at Igloo advised that they are not issuing refunds. The problem now is my Green energy account is being transferred to Shell energy and Igloo energy customers are being transferred to Eon energy so I would like to know how can I get back the monies owed to me by Igloo energy, as I'm a pensioner I can't afford to wait why all this mess with the energy companies is sorted and I will still have to make my direct debit payment to Shell energy

Your Igloo credit was never going to be transferred to Green.

You will get your Igloo credit back from E.ON Next eventually, as they work through the Igloo accounts; it may take several months. I woudn't expect to see it this year and if you're unlucky you won't see it next year either.

Shell will deal with your Green account and this is likely to be sorted out sooner, hopefully before Christmas.

powerful_Rogue

Been chasing EDF for a credit refund after receiving my final bill. They have said I need to chase this refund up with GNE? Is that correct?

Inigo_Montoya

powerful_Rogue said:

Been chasing EDF for a credit refund after receiving my final bill. They have said I need to chase this refund up with GNE? Is that correct?

No its EDF responsibility to sort out the refund as per Ofgem rules i.e. see https://www.ofgem.gov.uk/publications/green-network-energy-customers-your-questions-new-supplier-edf

In particular

I’ve left Green Network Energy, but have a credit balance.  Will EDF pay me this money?Read less

EDF will honour credit balances for both current and past domestic customers of Green Network Energy who are owed money. 

EDF will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on credit on your account. The review process can take some time. When calculating your credit balance, EDF will deduct any unbilled charges for your supply by Green Network Energy.

I assume you must have talked to someone who is not properly trained - when you contact them again refer them to the ofgem web link so they cannot try to fob you off again

bristolleedsfan

powerful_Rogue said:

Been chasing EDF for a credit refund after receiving my final bill. They have said I need to chase this refund up with GNE? Is that correct?

Best to chase via a complaint if have not done so already, I was spurred on by https://forums.moneysavingexpert.com/discussion/comment/78389571/#Comment_78389571 

Complaint journey reaching level 2 was a task itself, had to communicate to level 3 manager at end of August in order to get level 2 team manager to deal with the case.

I have given screenshot example of someone who switched out of GNE same time as I did with much smaller credit balance £30 who complained and had credit refunded after providing EDF with final bill as well as someone else I know who switched out from GNE months prior to SOLR situation where GNE in admin had passed across account to EDF. Screenshot evidence being offered £60 compensation for delays in refunding credit balance which resolved that complaint.

16th September "We have recently have an update from the our team that the account will be sent over as a termed account. We have passed this one to our team to check if we can add your GNE final bill and balance at the earliest in the account. I am aiming to resolve this complaint by 15 October 2021"

5th October "I would like to inform you that we have now escalated the case. As soon as I have an update from the GNE team, I will update you. Be rest assured I am monitoring the account. Once I have completely resolved your complaint up to your satisfaction we will discuss about the compensation amount too. Your cooperation and patience is highly appreciated."

Grumpy_chap

bristolleedsfan said:

https://forums.moneysavingexpert.com/discussion/comment/78552544/#Comment_78552544

"If was me I would phone GNE in administration - If you have any questions regarding your final closing account statement, you can call our call centre on 0800 520 02 02."

GNE in administration seems to have faulty phones.  Or COVID or Brexit or stuck in the Suez Canal or no petrol.  But currently not contactable.

Inigo_Montoya said:

powerful_Rogue said:

Been chasing EDF for a credit refund after receiving my final bill. They have said I need to chase this refund up with GNE? Is that correct?

No its EDF responsibility to sort out the refund as per Ofgem rules i.e. see https://www.ofgem.gov.uk/publications/green-network-energy-customers-your-questions-new-supplier-edf

In particular

I’ve left Green Network Energy, but have a credit balance.  Will EDF pay me this money?Read less

EDF will honour credit balances for both current and past domestic customers of Green Network Energy who are owed money. 

EDF will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on credit on your account. The review process can take some time. When calculating your credit balance, EDF will deduct any unbilled charges for your supply by Green Network Energy.

I assume you must have talked to someone who is not properly trained - when you contact them again refer them to the ofgem web link so they cannot try to fob you off again

This is useful, as I've been having much the same issue.

I have sent EDF another compliant but all I got back was an e-mail saying I can ask for support on the bill through their social  customer support fund.

Actually, that is not what I want.  I simply want the correct bill worked out and the credit applied that was on the GNE balance before.  I will then gladly pay the correct sum due.

Any support on the social support scheme should go to those that most need it and such schemes should not be offered by EDF as a route around the proper calculation of transferred accounts - in fact the admin resources of the support fund schemes should not even be dealing with people would most likely not qualify for the fund support in any case.  Just a very poor proposal from EDF.

powerful_Rogue

When EDF said this to me via message I asked to make a complaint. Had a call back from the complaints team yesterday - They had sent the cheque to my old address - Despite having the new address on file. They are going to reissue the cheque.

Grumpy_chap

Well, some one claiming to be from EDF called me today.  Despite the fact they called me (from a withheld number) the call starts by them wanting me to confirm all my account passwords.  Seems like a scam so I hung up.
Called EDF from another line, and promptly told that they department that allegedly called me does not take incoming call from customers.
Absolutely crazy!