Enstroga - email before Legal Action

rebel_2

Hi Guys

Enstroga finished supplying my energy during September 2019. I had a problem from day one, it just kept escalating, the meter reading for gas should read 1,700 not 14,000.

I provided Enstroga with the correct meter readings. They ignored the correct meter readings provided by me. I contacted CAB (EHU), they managed to get Enstroga to correct the meter readings.

Then Enstroga just changed the readings back, so once again the meter readings were incorrect, so back to square one. I eventually managed to get Enstroga to correct the meter readings. I spent a 'ridiculous' amount of time trying to sort this out, which caused me anxiety and stress adding to my numerous existing health conditions.

The Services Ombudsman 'upheld' my complaint in April 2020. I Appealed the decision, the Services Ombudsman said they would ask the investigator to look at the reasons for Appeal, I gave reasons for the delay and reasons for the Appeal. 

I've received three emails (threatening to do this, do that), nothing from Enstroga for almost 12 months.
I did respond to their emails with 'Without Prejudice Letters' and a settlement offer.

They've sent an email and I've now received court papers.

MWT

rebel_2 said:

The Services Ombudsman 'upheld' my complaint in April 2020. I Appealed the decision, the Services Ombudsman said they would ask the investigator to look at the reasons for Appeal, I gave reasons for the delay and reasons for the Appeal.

If the ombudsman upheld your complaint, why were you appealing the decision?

rebel_2

MWT said:

rebel_2 said:

The Services Ombudsman 'upheld' my complaint in April 2020. I Appealed the decision, the Services Ombudsman said they would ask the investigator to look at the reasons for Appeal, I gave reasons for the delay and reasons for the Appeal.

If the ombudsman upheld your complaint, why were you appealing the decision?

Thanks for responding, because the Ombudsman didn't look at all the 'elements' of my complaint.

rp1974

rebel_2 said:

Thanks for responding, because the Ombudsman didn't look at all the 'elements' of my complaint.

If you had a decision in your favour,what "elements" made it worthwhile putting that at risk?.
Maybe worth getting CAB to advise further or cast an eye over events,I hope I'm mistaken,but maybe you haven't done yourself any favours by this course of action.

phillw

The important part of the letter:
If you believe you are not liable for this debt, please contact us immediately

Do that.

I would contact them by phone and explain the situation and ask for an email or postal address so you can follow up with with a written summary of the conversation.

Gerry1

Let's have a pic of the meter then it should be clear which reading is likely to be correct. 

rebel_2

rp1974 said:

rebel_2 said:

Thanks for responding, because the Ombudsman didn't look at all the 'elements' of my complaint.

If you had a decision in your favour,what "elements" made it worthwhile putting that at risk?.
Maybe worth getting CAB to advise further or cast an eye over events,I hope I'm mistaken,but maybe you haven't done yourself any favours by this course of action.

I went through the Ombudsman's decision line by line, the Ombudsman tried to give my complaint a different 'narrative' (watering down my complaint) by not reviewing elements of my complaint i.e. I had assistance from CAB's EHU who got the readings corrected, Enstroga just changed them back.

Reed_Richards

Have you achieved a better outcome by appealing the Ombudsman's decision than you would have done had you accepted it?

rebel_2

Gerry1 said:

Let's have a pic of the meter then it should be clear which reading is likely to be correct. 

I've taken pictures of the meter when they took over the supply, so was able to prove that 1,700 is the correct reading. I've taken screenshots of the readings on the account on an almost weekly basis, so I know exactly what information they are entering as readings. Our annual gas usage is approx, 2000. The 14,000 pre dates from an old meter that was replaced, but we've had a previous supplier in between. The 14,000 would be just over 7 years of gas useage.

rebel_2

Reed_Richards said:

Have you achieved a better outcome by appealing the Ombudsman's decision than you would have done had you accepted it?

That's the thing, I have a email from Ombudsman Customer Service to say the Investigator will look at the reasons for Appeal, but nothing since. Enstroga are saying they accepted the Ombudsman's decision, but that I didn't Accept, Reject or Appeal. 

rp1974

rebel_2 said:
I went through the Ombudsman's decision line by line, the Ombudsman tried to give my complaint a different 'narrative' (watering down my complaint) by not reviewing elements of my complaint i.e. I had assistance from CAB's EHU who got the readings corrected, Enstroga just changed them back.

To be fair,had I been given a reasonable outcome,I'd have accepted it irrespective of "narrative" or details not to my liking.
Certainty would not have risked escalating the situation to the point that it has.
As you have photos,consider getting some legal advice,let them take you to court,if that advice is favourable.
Hope you sort this to your liking,just appears as though you've shot yourself in the foot for little reason.