Ex-Igloo Customer - Nightmare getting credit refund from Eon & Administrators

studsr

I changed energy suppliers, from Igloo to Octopus, a matter of days before Igloo went bust.
I took a screenshot on the day of my switch, that showed I had a credit of £117.44

I have been is discussion with Eon, via their Twitter support account, trying to get this refunded. so far I have been told:

"you will have your refund by the end of November" (see screenshot below from Eon's own website) - it never came.

"honestly, its in the post, you will have it by the end of the week!" (see screenshot from Twitter below) - it never came.

"we need a copy of your final bill, to progress this" - sent, but apparently now not good enough.

"you need to contact the Administrators of Igloo, to progress this - here are their details" - contacted by email, no automated response, no email back. tried phoning them, the number just rings out.

By the way, they are:

Administrators: Alvarez & Marsal Europe LLP Address: Alvarez & Marsal Europe LLP, Suite 3 Regency House, 91 Western Road, Brighton, BN1 2NW. Telephone: +44 (0) 20 7715 5200 Email: INS-IGLESL@alvarezandmarsal.com

Anyone else had any luck getting their refunds?

keiran

Yes, I got mine on 31 Jan, after a lot of chasing.

Emailing the addresses they give you (ceo@eonnext.com  and unhappy@eonnext.com) won't even get you an acknowledgement.

So I then emailed the Group CEO on Michael.Lewis@eon.com, asking him to get eonnext to act, which produced results 

Janey51

Got mine in November without needing to ask.

PZ19

I got mine this week.  left few days after eon took over by time all went through, so igloo should have issued you final bill to date they went bust, then eon would need to work out their bill if there was a time difference between igloo going bust and octopus officially taking over

BobT36

Weird, I had £60 and got a cheque through the post from Eon Next way back in November. 
I'd switched from Igloo to Avro yonks ago.

Zcolic

I've first contacted them end of December, realising the credit from Igloo (who's customer I've been only since June last year) is not showing up anywhere.

I've been reassured the payment will be definitely made the following week, as it had to be done manually, on individual basis.

Since then, I had numerous frustrating emails asking me over and over again the same thing, so I've called them again.

Again I've got all reassurances it's going to be paid, "like some other customers just got his check that day" and so all customers should receive the outstanding payments before the end of the month. Which month, I've asked, January, he said, although it was February already. I also asked and got the email confirming I'm gonna get this credit back.

As nothing happens again, I'm sending another email and one of their personalized email addresses responds again on my email to hi@eonnext.com, (I copy this in all my correspondence, but they're answering from personalized ones, always cutting off all the previous correspondence), so she's asked me to submit the readings to be able to include this credit in a next bill.

Same day I'm sending readings and replaying on her email, to get the email from hi@eonnext that I'm actually in debt since they've took Igloo over and so I should make the payment to them instead. And that my direct debit will go up anyway.

But obviously, it's three winter months they're using to show as my yearly average. And I'm on 2 years fixed rate with them!

The latest email this morning says:

"Looking at your account I cannot see any payments that have come from igloo yet. Unfortenelty as customer service advisers we do not have any access to information outside of EON NEXT. we do not have any access to their systems. Therefore I cannot give you an accurate date as to when that payment would be made. Any payments you are owed by igloo should be protected by Ofgem. You may need to contact them if you require further information...."

How does this actually work, please?

keiran

Zcolic said:

I've first contacted them end of December, realising the credit from Igloo (who's customer I've been only since June last year) is not showing up anywhere.

I've been reassured the payment will be definitely made the following week, as it had to be done manually, on individual basis.

Since then, I had numerous frustrating emails asking me over and over again the same thing, so I've called them again.

Again I've got all reassurances it's going to be paid, "like some other customers just got his check that day" and so all customers should receive the outstanding payments before the end of the month. Which month, I've asked, January, he said, although it was February already. I also asked and got the email confirming I'm gonna get this credit back.

As nothing happens again, I'm sending another email and one of their personalized email addresses responds again on my email to hi@eonnext.com, (I copy this in all my correspondence, but they're answering from personalized ones, always cutting off all the previous correspondence), so she's asked me to submit the readings to be able to include this credit in a next bill.

Same day I'm sending readings and replaying on her email, to get the email from hi@eonnext that I'm actually in debt since they've took Igloo over and so I should make the payment to them instead. And that my direct debit will go up anyway.

But obviously, it's three winter months they're using to show as my yearly average. And I'm on 2 years fixed rate with them!

The latest email this morning says:

"Looking at your account I cannot see any payments that have come from igloo yet. Unfortenelty as customer service advisers we do not have any access to information outside of EON NEXT. we do not have any access to their systems. Therefore I cannot give you an accurate date as to when that payment would be made. Any payments you are owed by igloo should be protected by Ofgem. You may need to contact them if you require further information...."

How does this actually work, please?

email the Group CEO on Michael.Lewis@eon.com, asking him to get eonnext to act, which will produce results 

BobT36

My letter and cheque was specifically from EON Next, (even though I was only ever Igloo's customer, and moved to Avro before they collapsed). 

So somehow they had enough access to know I was £60 in credit with Igloo, and refund me that amount from themselves. 

molerat

BobT36 said:

My letter and cheque was specifically from EON Next, (even though I was only ever Igloo's customer, and moved to Avro before they collapsed). 

So somehow they had enough access to know I was £60 in credit with Igloo, and refund me that amount from themselves. 

The only "access" Eon had was a data file sent across telling them that that BobT36 was owed some money.  If that data had not been sent they would have been none the wiser.

Thrugelmir

With a 100,000 customers to be dealt with someone has to be last............