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    • MSE Andrew
      Verified User verified user
    • By MSE Andrew Verified User verified user 9th Jan 18, 2:48 PM
    • 114Posts
    • 31Thanks
    MSE Andrew
    Add your feedback on energy supplier Together Energy
    • #1
    • 9th Jan 18, 2:48 PM
    Add your feedback on energy supplier Together Energy 9th Jan 18 at 2:48 PM
    This is a feedback thread on energy supplier

    Together Energy

    Please share your experience with other MoneySavers. Click reply to take part
    • Did your switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you havenít already, join the forum to reply.
Page 6
    • nickcc
    • By nickcc 2nd Apr 19, 4:09 PM
    • 2,031 Posts
    • 895 Thanks
    nickcc
    Just received final bill from TE which shows no mention of the credit I'd built up with OS. The email from TE states that this credit has been applied but pretty certain I can't see it. It also shows the tariff that I was put on included a £30 per fuel early exit fee, as I never requested to be switched to TE how can they show an early exit fee ?
    • SEJ1
    • By SEJ1 2nd Apr 19, 4:35 PM
    • 1 Posts
    • 2 Thanks
    SEJ1
    Use Direct Debit Guarantee to get your money back
    If Together Energy owe you money (excessive credit amount built up and they can't/won't refund, you've left them with a credit balance that they haven't returned to you) you can invoke the Direct Debit Guarantee. I had never done this before, but it was very straightforward.

    After much chasing, I do have a final bill so know exactly what they owed me. If I hadn't had a bill, I could have calculated what they owed myself.

    On Friday afternoon, after another round of broken promises about repayment from Together Energy, I called my bank (Nationwide) to ask how I could get a refund via the Direct Debit Guarantee. I had assumed that there would be form-filling, the requirement to send the final bill, etc. but was wrong. I was on the phone for about 45 minutes, mainly as they weren't sure what to do when the refund I needed did not exactly match the value of one or more individual direct debits that had been taken. I explained I was owed approximately £355. My direct debits had been £50 or £100, so they asked me to decide whether to claim £350 (and be underpaid) or £400 (and wait for TE to claw the balance back from me). I opted for £350, made up of 3 X £100 and 1 X £50, which was in my account on Saturday morning. Today, Tuesday, I have four separate emails from TE, one for each returned DD:

    Your payment of £100.00 to Together Energy has been charged back

    Your bank informed us that there was an error with this payment for Together Energy Monthly Subscription. As a result the payment has been returned to your bank account.
    If there is an issue with this payment please contact Together Energy

    There was no form-filling or requirement to produce evidence on my part to make this happen and although the call to Nationwide was quite long, it was significantly shorter than many I have made to TE. Nationwide were very helpful. They did explain that the refund could be reversed if TE could prove I owed them the money, but since I don't, I'm not concerned about that.

    Sadly, I don't think this will work for ex One Select customers, unless they have also made DD payments directly to TE for more than their credit balance. I hope it will help others, though, and am happy to answer any questions anyone has.
    Last edited by SEJ1; 02-04-2019 at 4:40 PM. Reason: Typos
    • brewerdave
    • By brewerdave 3rd Apr 19, 8:28 AM
    • 5,595 Posts
    • 2,488 Thanks
    brewerdave
    I've received the email from Together this morning - as in post#101 the bill on the portal doesn't mention the OS carried forward credit specifically, the balance owing is just magically reduced from the "total spend" with no explanation, but appears to be equal to the credit THEY think I'm owed from the closing bill with OS.

    However, as I have already raised an objection to the opening meter read used on the OS bill (lower than the "verified" closing read on the previous supplier's settled bill) ,I have no intention of paying and I'm keepng an eagle eye on my current account to prevent them setting up a DD.
    The difference is only a few ££s - but better in my pocket than theirs
    PS Had to phone them to actually get the "final" OS bill sent to me - quite different from the one which I had downloaded from the OS website before it went down!!
    • _Kismet
    • By _Kismet 7th Apr 19, 1:16 AM
    • 13 Posts
    • 8 Thanks
    _Kismet
    a nightmare
    Another former OS customer here, having trouble getting the OS credit balance back from TE.

    I switched to Bulb as soon as I was able but not before they were able to steal 3x £85 from me - i.e. they took money from me even after I'd left!

    My first email to them was dated 9th JANUARY. Never mind the follow up emails... which are either never read or just flat out ignored.

    All told, it's at least £200 they owe me. No choice but to try the ombudsman.
    Last edited by _Kismet; 07-04-2019 at 1:58 AM.
    • davemorton
    • By davemorton 7th Apr 19, 3:32 PM
    • 27,173 Posts
    • 325,333 Thanks
    davemorton
    I still have not received any emails at all from Together after being moved from OS. OS over-doubled my DD the month before they went bust, even though I was in credit, and since I had no idea Together had took over my supply, I kept on paying it for 3 month until I got round to getting in touch with OS to get it changed. It was at this point I found out that Together had taken over my account. After a few calls, each time them refusing to change my direct debit, I cancelled the DD. I am now on my second month of not paying them, and they still have not been in touch/emailed a bill etc, infact no contact from their side ever. One more month of not paying, then I am switching as it should have got my balance down to around the zero mark, give or take a little.
    ďQuis custodiet ipsos custodes?Ē
    Juvenal, The Sixteen Satires
    • Stuart42
    • By Stuart42 9th Apr 19, 10:11 AM
    • 4 Posts
    • 3 Thanks
    Stuart42
    PLEASE AVOID THIS COMPANY. They are at best incompetent and at worst deliberately stealing money. I switched from them to another supplier on 13th December. They charged me 2 direct debits after I had switched and sent me a bill at the end of December as if they were still supplying me. I cancelled the direct debit mandate and clawed back the 2 errant ones, but they still owed me £100. After many phone calls (all promising to sort it out in 5 days) and many emails (80% ignored) I still had no final bill or refund. So I took it to the Energy Ombudman. Together told the Ombudsman they would provide me with a final bill, my refund and £40 compensation within 28 days - and even confirmed that by calling me. That 28 days is now up and guess what? Nothing. So it's back to the Ombudsman to tell them they have been completely ignored.
    I am by no means alone on this. Check out Trustpilot. Many, many people there in the same boat - some owed significantly more money and/or waiting much longer to get it back. So much for regulation.
    • pknottm
    • By pknottm 13th Apr 19, 11:07 AM
    • 231 Posts
    • 118 Thanks
    pknottm
    PLEASE AVOID THIS COMPANY. They are at best incompetent and at worst deliberately stealing money. I switched from them to another supplier on 13th December. They charged me 2 direct debits after I had switched and sent me a bill at the end of December as if they were still supplying me. I cancelled the direct debit mandate and clawed back the 2 errant ones, but they still owed me £100. After many phone calls (all promising to sort it out in 5 days) and many emails (80% ignored) I still had no final bill or refund. So I took it to the Energy Ombudman. Together told the Ombudsman they would provide me with a final bill, my refund and £40 compensation within 28 days - and even confirmed that by calling me. That 28 days is now up and guess what? Nothing. So it's back to the Ombudsman to tell them they have been completely ignored.
    I am by no means alone on this. Check out Trustpilot. Many, many people there in the same boat - some owed significantly more money and/or waiting much longer to get it back. So much for regulation.
    Originally posted by Stuart42
    I agree, I left together energy last September, finally received my final bill on 4th February after much chasing, but getting the £88 credit back has proved impossible despite TE's numerous promises on the phone (they ignore emails).
    My case is currently with the ombudsman with a final decision due 7th May. It really shouldn't be this difficult to switch suppliers and get your own money back.
    • mattyjones84
    • By mattyjones84 15th Apr 19, 6:18 PM
    • 1 Posts
    • 0 Thanks
    mattyjones84
    5 months since I left after switching from them had built up £400 of credit just prior to the winter.

    Amazingly they are still dragging their heels with refunding:
    *They don't respond to emails
    *They put you on hold and then hang up on you
    *They promise someone will call you back then don't bother
    *They don't adhere to complaints policy
    *They ignore the ombudsmans ruling


    I've never ever dealt with a company quite like it - their CEO comes out with some nice fluffy words but actually he is clearly a shark and the company is just a front to rip people off. Unfortunately Ofgem have been weak and are letting down consumers. I have sent in excess of 20 emails and have phoned over 30 times and still I go around and around.

    Anyone else been told they will send you a link where you can input bank details for a refund only for it to never arrive? When questioned they state there is a problem with the link and their I.T are looking into it etc etc etc
    • teggs
    • By teggs 16th Apr 19, 8:05 PM
    • 10 Posts
    • 3 Thanks
    teggs
    I too have been given the run around for the last 10 weeks since leaving together energy. Due to them never billing me and not adjusting my direct debit from winter rate to summer rate, I built up a credit of ~£450. I ended up ringing my bank and invoking the direct debit guarantee. I had the last 5 payments reversed. Got the money the next day. I now owe together about £50. I shall await a final bill, and pay it when it arrives.
    • brewerdave
    • By brewerdave 19th Apr 19, 9:21 AM
    • 5,595 Posts
    • 2,488 Thanks
    brewerdave
    Together have (finally!) got round to updating their FAQs for ex One Select customers.
    Amongst these FAQs, they have suggested that there is a special portal set up for final OS bills - but no info. on how to access it! Has anyone managed to "log in" to this portal ??

    I have raised an objection to the OS bill because they have used a lower opening read than the closing read used by the previous supplier, so I'm interested to see if the bill has yet been altered to show an increased credit.
    • cmgurney
    • By cmgurney 23rd Apr 19, 1:08 PM
    • 9 Posts
    • 0 Thanks
    cmgurney
    I left Together Energy three months ago. I was unable to enter final meter readings on their site but sent them to my new supplier and, in addition, a meter reader came and read the electricity meter. A final bill didn't appear until early April, when it showed the electricity reading as an estimate, despite it appearing as an actual reading on the meter readings page. They used this as an excuse not to refund me over £500. After two phone calls with no action I came to this page and discovered that I was not alone. I have just spoken to my bank and invoked the direct debit guarantee to claim back 5 payments.

    Update: £570 is back in my account this evening. I now owe Together Energy. Let's see how quick they are to produce a bill when the boot is on the other foot. Thank you to everyone in this forum who recommended using the direct debit guarantee approach. Your advice was spot on.
    Last edited by cmgurney; 23-04-2019 at 9:49 PM.
    • pknottm
    • By pknottm 23rd Apr 19, 3:32 PM
    • 231 Posts
    • 118 Thanks
    pknottm
    I agree, I left together energy last September, finally received my final bill on 4th February after much chasing, but getting the £88 credit back has proved impossible despite TE's numerous promises on the phone (they ignore emails).
    My case is currently with the ombudsman with a final decision due 7th May. It really shouldn't be this difficult to switch suppliers and get your own money back.
    Originally posted by pknottm

    Update:
    The Ombudsman Service have upheld my complaint and awarded me my £88 credit + £50 gesture of goodwill. That's not a surprise as the case is black and white.
    Does anyone know whether TE abide by the OS ruling, or do they just ignore these too?

    Thanks.
    • Starfish123
    • By Starfish123 24th Apr 19, 8:33 AM
    • 1 Posts
    • 0 Thanks
    Starfish123
    I left Together Energy last October, I’m still waiting for my final bill. They took a direct debit in November as well. I could understand if I owed them money but I don’t they owe me about £800. I’ve rung them a number of times but the bill is always a few days off, any ideas on what to do?
    • ceewash
    • By ceewash 25th Apr 19, 12:36 PM
    • 1,023 Posts
    • 206 Thanks
    ceewash
    Can't enter my readings on website again! Will have to make another effort to ring them.
    • Legendino
    • By Legendino 25th Apr 19, 1:58 PM
    • 12 Posts
    • 1 Thanks
    Legendino
    Just tried mine ceewash.

    It accepted my Gas reading but will not acept my Elec reading. Enter the reading and when I click 'confirm' nothing happens.

    Go back in and check my up to date readings and sure enough new Gas reading but no Elec reading.
    Go figure ?
    • ceewash
    • By ceewash 25th Apr 19, 2:29 PM
    • 1,023 Posts
    • 206 Thanks
    ceewash
    Yes i've managed to send the gas reading now. Not the electricity. This has happened before to me.
    • pknottm
    • By pknottm 2nd May 19, 8:55 AM
    • 231 Posts
    • 118 Thanks
    pknottm
    I left Together Energy last October, Iím still waiting for my final bill. They took a direct debit in November as well. I could understand if I owed them money but I donít they owe me about £800. Iíve rung them a number of times but the bill is always a few days off, any ideas on what to do?
    Originally posted by Starfish123
    You need to open a case with the Ombudsman Service
    https://case.ombudsman-services.org/

    I'm still waiting for my £88 credit +£50 gesture of goodwill. TE have accepted the ombudsman ruling and have until the end of the month to implement the ruling. If they don't comply, my next action is LBA and MCOL
    https://www.gov.uk/make-money-claim

    It really shouldn't be this difficult to get a final bill and any credit paid back.
    • Coys
    • By Coys 28th May 19, 8:11 AM
    • 6 Posts
    • 0 Thanks
    Coys
    ...

    I'm still waiting for my £88 credit +£50 gesture of goodwill. TE have accepted the ombudsman ruling and have until the end of the month to implement the ruling. If they don't comply, my next action is LBA and MCOL.
    Originally posted by pknottm

    Check other threads - as they are based in Scotland you can't use MCOL.


    Can you use the Scottish equivalent (mygov.scot/court-claim-money) if you live in England or Wales?
    Last edited by Coys; 28-05-2019 at 8:14 AM.
    • Legendino
    • By Legendino 28th May 19, 8:32 AM
    • 12 Posts
    • 1 Thanks
    Legendino
    pknottm said "it really shouldn't be this difficult toget a final bill and any credit back "


    You think ?


    I have been with TE since the demise of OneSelect in december 2018 (was it really that long ago)

    To date I have not paid A Penny for my fuel. That's right going on for 6 months supply of gas and electric and I haven't paid a cent.
    The DD has been set up since Jan, (easily viewed in online banking) I regularly submit readings. I know there is approx £500.00 + outstanding debt. I have sent numerous emails explaining the situation. I actually got a reply about 3 weeks ago and I was told Accounts would contact me later that day. Nothing heard !
    I have explained more than once that I will not phone and pay this over the phone. I have submitted my phone number and invited them to phone me. I have requested banking details so I can pay it via bank transfer.
    I have now informed them that due to their lax procedures allowing this debt to accumulate I can only afford to repay it at a max of £100.00 a month. (not true but hey !)
    What would you do ?
    • brewerdave
    • By brewerdave 28th May 19, 9:11 AM
    • 5,595 Posts
    • 2,488 Thanks
    brewerdave
    re #119 - I left TE in mid Feb. owing them ~ £140; They finally supplied a bill early in April for the wrong amount. I have got thru on the phone twice to explain the error and have sent three emails explaining the issue since 2nd April -absolutely nothing in reply!
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