Rebel Energy - credit balance sent wrong amount to British Gas

LMA66

Hello

I have had an issue with my final bill and a DD which I tried to recall that Rebel Energy challenged and didn't return.  They did deduct the DD from my final bill so when I received it, it was £220 short.  After lots of stress and attempts to get this resolved including a complaint with my bank to locate the DD, I made a complaint and the funds were located and applied to my account showing a credit of £247.12 however the balance sent to British Gas was the original credit of £27.12 which didn't include the missing DD. 

I contacted Rebel last week and they confirmed my account was still showing a final amount in credit due to me of £247.12 which I advised I had already received £27.12 so they only needed to send the £220. 

Now their customer services team have stopped working and on their website it says to contact Oriel, however when I rang yesterday they say they can't find me on their systems and to wait for them to contact me!  I feel like I am just going round in circles, I have tried to contact Oriel before regarding this and they never reply and when I ring they always say they can't find me and to email them but again never reply.

I spoke to the energy ombudsman yesterday who said as Rebel have ceased trading they can't help and directed me to the insolvency service.  I have emailed Oriel again yesterday to complain and ask how they intend to return the £220 I am still owed but was wondering if anyone else has any suggestions please?

fuzzzzy

I am in a similar sort of position except I owe Rebel Energy money but their final bill is incorrect and I am struggling to get oriel collections to amend it. I don't want a late payment on my credit file and will only be out of pocket by about £20 if I pay it, so I had thought of paying but lodging a complaint for a refund of the amount overcharged. Then if I got no resolution from them taking it to the financial ombudsman service (rather than Ofgem).

Have you made an official complaint?

LMA66

Yes I have made an official complaint to both Rebel energy before they closed on Friday and also forwarded it to Oriel.  Still not had an acknowledgement of this.  I mentioned raising a complaint to the financial ombudsman when I spoke to the energy ombudsman and he told me to raise it with the insolvency service.  I might do both...

It was about 6 weeks from getting the original incorrect final bill to receiving the credit balance of £27.12 so I am still hoping to receive the now located £220. I will give them to the end of the month and then try to speak to them again.  If I have no luck again I also thought of speaking to Citizen's Advice to see if they can suggest a way forwards.  I don't just want to loose it as it is a lot of money and I am now in debit with British Gas so it will go towards that.

It has been a nightmare trying to get this resolved, I should have just left it but I was annoyed they had taken the DD in April literally a couple of days before they ceased trading so tried to recall it.

fuzzzzy

Yes I know how frustrating it is.

My dispute is only over a small amount but I just want to get it sorted. I've had no replies either to any e-mails and it is pointless phoning customer services as nothing ever seems to get resolved or progressed. I've just logged an official complaint with Oriel today.

Hope you get a response and get it resolved.

LMA66

Thanks, hope you get yours resolved soon too