Former Iresa customers wrongly contacted by Octopus Energy - MSE News

Former_MSE_Callum · 2 August 2018 at 3:10PM

Some customers who previously switched away from energy firm Iresa have been wrongly told their supply will soon move to Octopus Energy following Iresa's collapse - if you've been contacted in error, here's what to do...

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'Former Iresa customers wrongly contacted by Octopus Energy'

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Raxiel · 2 August 2018 at 3:28PM

So basically, just sit tight and wait?

Fair enough, I had already dropped a mail to iresa@octopus.energy on the subject, but as long as they're aware of the issue and not just ploughing through regardless I'm not going to worry about it until they contact me again.

Former_MSE_Callum · 2 August 2018 at 3:30PM

Raxiel wrote: »

So basically, just sit tight and wait?

Fair enough, I had already dropped a mail to iresa@octopus.energy on the subject, but as long as they're aware of the issue and not just ploughing through regardless I'm not going to worry about it until they contact me again.

Exactly, sit tight and wait for now - but if you've not heard back in the next week it'd be a good idea to ring them.

lqa · 2 August 2018 at 3:49PM

I wonder if Iresa or OFGEN are getting the referral £50.:)

jammy_dodger_2 · 2 August 2018 at 5:04PM

I left Iresa in august 2017 but have received a letter from octopus to say I will be transferred to them. Obviously Iresa did not remove me as a client when I left.
I have just switched again to Avro and am keen that Octopus do not switch me to them and screw everything up.
I phoned Octopus on 0330 808 1080 and they found me on their database and told me they were removing the transfer. Hope this works. This may be a lesson to Ofgem to be a bit more careful when the next supplier goes belly up.

matelodave · 2 August 2018 at 6:36PM

jammy_dodger wrote: »

I left Iresa in august 2017 but have received a letter from octopus to say I will be transferred to them. Obviously Iresa did not remove me as a client when I left.
I have just switched again to Avro and am keen that Octopus do not switch me to them and screw everything up.
I phoned Octopus on 0330 808 1080 and they found me on their database and told me they were removing the transfer. Hope this works. This may be a lesson to Ofgem to be a bit more careful when the next supplier goes belly up.

Not sure that Ofgem have a lot of involvement.

I guess that IRESA just send a dump of their accounts either to Ofgem or Octopus who then have to try and sort it out.

It's pretty obvious that IRESA's accounting & databases need a fair bit of sifting through to decide who their customers are, who owes what to who. With 90,000 odd accounts there are bound to be a few (or even quite a lot) which aren't correct - probably the main reason why IRESA failed.(Mines wrong for a start but getting p'd off wont get it sorted out any quicker)

Had they all been in order then they wouldn't have had the customer service problems that have dogged them and possibly would still be trading.

I'm not going to stay with Octopus, but I do think that they need a week or so to try and sort out the mess before we all start hassling them. Otherwise we could end up overwhelming them with queries. 90,000 extra dissatisfied and disgruntled customers clogging up the switchboards wont do much improve their customer services

Frudd · 13 August 2018 at 12:25PM

I started the process of leaving Iresa in May but unfortunately it wasnt resolved before they ceased trading. The last message I had from them was at the end of June. I have replied to them a couple of times but no reply. More annoyingly the helpdesk ticket section has gone from the customer portal so I cant look through the messages to relay to anyone else what has gone on. I know they owe me money but I dont know if it is £400 or £700 due to their opaque billing system. I was glad I was leaving given how badly they handled the whole affair. I think the way they have dealt with ceasing to trade stinks as well. I only found out this morning that they had ceased to trade because I was getting frustrated and googled 'iresa phone number' and found the OFGEM notice. The email from Octopus had gone straigh into the bin via the Junk folder and I bet I am not the only one. Iresa should have a responsibility to contact their customers themselves, there is more chance of the message getting through that way.

molerat · 13 August 2018 at 1:14PM

I received an e-mail from Iresa on 27/7 and from Octopus 1/8 (and from MSECEC on 30/7).

It is not difficult to work out for yourself where your account sits.

Frudd · 13 August 2018 at 3:09PM

molerat wrote: »

I received an e-mail from Iresa on 27/7 and from Octopus 1/8 (and from MSECEC on 30/7).

It is not difficult to work out for yourself where your account sits.

As I said, I have left Iresa. I definitely didnt get an email from them about them going out of business. And as for the one from Octopus - I delete emails from companies I dont know without reading them all of the time.

brewerdave · 13 August 2018 at 3:22PM

Frudd wrote: »

I delete emails from companies I dont know without reading them all of the time.

The email I received was headed "IMPORTANT - Your Iresa energy Account is moving to Octopus" -surely you would have read that?

Have you actually switched to another Energy supplier -or did Iresa block the move?

Frudd · 14 August 2018 at 11:32AM

I have switched supply but not recieved the final bill from Iresa or the credit from the account.

I had that email, as I said though, it went into my junk folder. I do a very cursory glance at the senders to see if there are any I recognise. I didnt recognise it so it went in the bin along with several hundred others.

Former Iresa customers wrongly contacted by Octopus Energy - MSE News

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