Igloo move prior to collapse

Deesa92

Hi all,

I started the process of leaving Igloo prior to the collapse. On 29/09 I received an email from Igloo stating a refund of credit had been made and would be in my account within 7 working days. Igloo then ceased trading 03/10 - however the money has never come.

I have contacted EON who have said that, as we did not move to them it is nothing to with them and we have to contact Igloo. But Igloo have said we have to contact EON.

Any advice is appreciated!
Thanks.

MWT

The SoLR is responsible for account balances of both current and former customers, CS staff may not be fully briefed on that…
It will take some time though…
The SoLR is E.ON Next though so make sure you are talking to the right ‘E.ON’

dmh007

Interesting I also switched from Igloo before the collapse and today I have received an email from Igloo saying my final bill is ready online and that the final balance will be credited to my bank account in the next 7 working days.

I have checked online and the final bill has been created correctly.

I will update next Friday if my bank account gets credited.

UPDATE : My bank account was not credited so I am now waiting for E.ON Next to refund me.

TheBanksman

Hi. I Have had a similar issue. I was moving from Igloo to Avro and within a couple of days of joining Avro (account live on 21st September), they collapsed. A week or so later Igloo collapsed. I received an email from Igloo with my final bill on 7th October and the email said my £140 credit would be refunded within 7 days - this has not happened so it is now 12 days since I should have received the refund from Igloo. I have emailed them to ask but I don't know if I will get a response and I have struggled to find anywhere on the Ofgem site where I can send an email to ask about this.

Avro also took a DD of £120 before they ceased trading and I haven't heard anything about this yet but I presume this will be transferred to Octopus if I understand correctly?

I haven't heard anything from Octopus for a few weeks but when I log into to their site (I was with them before so had a log in already) it looks like a new account has been set up for me but is listed as "no address" and I have not yet been asked to set up a DD.

TheBanksman

TheBanksman said:

Hi. I Have had a similar issue. I was moving from Igloo to Avro and within a couple of days of joining Avro (account live on 21st September), they collapsed. A week or so later Igloo collapsed. I received an email from Igloo with my final bill on 7th October and the email said my £140 credit would be refunded within 7 days - this has not happened so it is now 12 days since I should have received the refund from Igloo. I have emailed them to ask but I don't know if I will get a response and I have struggled to find anywhere on the Ofgem site where I can send an email to ask about this.

Avro also took a DD of £120 before they ceased trading and I haven't heard anything about this yet but I presume this will be transferred to Octopus if I understand correctly?

I haven't heard anything from Octopus for a few weeks but when I log into to their site (I was with them before so had a log in already) it looks like a new account has been set up for me but is listed as "no address" and I have not yet been asked to set up a DD.

Igloo came back to me and stated that E-On will refund me even though I have not moved to them. There is a FAQs page which covers my situation. I was going to provide a link to the page that he directed me to, but I am not allowed to post a link on here for some reason.

Thought I would share this in case anyone else is affected in the same way.

MWT

Which is what I said in the first answer above...

The SoLR is always responsible for ensuring that the present and former customers of the failed supplier get their money, usually by way of an account credit for the present customers, and a cheque/DD refund for the former customers.

TheBanksman

MWT said:

Which is what I said in the first answer above...

The SoLR is always responsible for ensuring that the present and former customers of the failed supplier get their money, usually by way of an account credit for the present customers, and a cheque/DD refund for the former customers.

Thanks MWT but I don't know what SoLR stands for so I didn't follow. I apologise if I have repeated the same advice.

QrizB

TheBanksman said:

MWT said:

Which is what I said in the first answer above...

The SoLR is always responsible for ensuring that the present and former customers of the failed supplier get their money, usually by way of an account credit for the present customers, and a cheque/DD refund for the former customers.

Thanks MWT but I don't know what SoLR stands for so I didn't follow. I apologise if I have repeated the same advice.

Supplier of Last Resort, ie. the supplier who is appointed by Ofgem to take over Igloo's accounts. In this case it's E.ON Next:

MWT said:

The SoLR is responsible for account balances of both current and former customers, CS staff may not be fully briefed on that… It will take some time though…
The SoLR is E.ON Next though so make sure you are talking to the right ‘E.ON’

blissfulbabe

I'm in the same position.

I know it's a 'how long is a piece of string' question but at what point should we start chasing the credit on our accounts? I am £250+ in credit because Igloo took my final direct debit the day before I swapped. I don't want to harrass CS at Eon and I don't need the money straightaway but I can certainly can't afford to lose £250.

MWT

You will not lose it, but it is still rather early to be chasing it.

To give it some context, a refund this side of Christmas would be a win, if it doesn't happen until early next year it wouldn't surprise me.

No harm in making sure you are on their radar though, if you've not heard anything from them by the end of November I'd email to make sure they are aware of your existence.

thecurryman10

HI, I also moved from Igloo to Octopus energy, I am owed £133 , it was due to be refunded on October 12th ish  I called EON next and they don't have my details / account info, they say I have to call igloo and get the account details passed over, but you can't call Igloo any more.  What do I do?

Your final balance of £ -133.76 will be credited to your bank account in the next 7 working days.