Igloo Energy reviews: Give your feedback

fat-pudding wrote: »

Not very impressed really, they have refused my switch due to discrepancies on the meter registration database and advised I have to get my current supplier to change it. However they strongly suggested that nobody could take over my supply because of this, when questioned backwards and forwards it turns out that they choose not to take over if there is a discrepancy but the way they described it was misleading as I have switched several times since living in this house.

I'm actually glad that I had this interaction that they refused my switch as if they are willing to mislead over something so trivial then it doesn't point to them offering good customer service in the future. The only downside is that cheap energy club just shows that I have a switch in progress so I can't find out who would be next cheapest supplier.

Hello there,

Thanks for getting in touch, we're really sorry to hear about the trouble you faced when trying to switch to us!

When we process sign-up requests we are thorough in checking address details on the industry databases to ensure that the switch goes through smoothly. When doing this we always ensure that the meter is registered to your address as well as checking that we can support your meter.

If the meter is registered to an incorrect address we would always ask that you contact the current supplier to correct this. This is to ensure that we definitely take on the correct meter for you, as we always have to be diligent in avoiding any potential erroneous transfers. Other suppliers may well be able to take over an incorrectly registered meter, however we've made the decision not to do this, as we feel it's better to get it right as often as we can!

Please accept our apologies if this has not been clearly explained to you, we try our best to be transparent with customers so to ensure good customer service.

Best wishes,
Kayleigh

chill6834 wrote: »

Based on reviews/price I decided to switch from out fox the market to igloo energy. I provided my final readings and Via email Igloo notified me that my gas would switch on the 7/12/19 & electric would switch on 12/12/19. Today I noticed that I have been billed by both Out Fox The Market and Igloo for my gas for the same period. I contacted OFTM who said they still had control of may account as Igloo had not yet taken over. I rang Igloo who said they took over may gas on the 18/12/19 ,, but i'd received an email saying they were taking my gas on the 7/12/19.. I have absolutely no idea at this moment who is supplying my gas. I have learnt a very important lesson here, these newer smaller company's may be a little cheaper but they don't know their !!!! from their Elbow. I thought switching was a hassle free process! Once this issue has been resolved I will immediately switch back to British Gas.
so to clarify Igloo Energy are rubbish and so are Out Fox the Market.
Regards
Carl

Hi Carl,

Thanks for getting in contact with us.

Firstly, we would like to apologise for the issues regarding your switch. We intend to make the switching process a smooth as possible and I'm sorry if this has not been the case for you.

When you switch over, your opening meter readings are sent off for verification. These are then agreed with your previous supplier to ensure the reading we open your account on matches the reading your previous supplier final bills you to. This way, you should never pay twice for any energy you have used.

We take your first payment when we start supplying your energy, this is to ensure your winter bills are being covered by the credit that is in the account. However, if your previous supplier did not stop your direct debit when you switched away, they may have taken a further payment whilst they are waiting to receive the verified closing reading.

We would love to look into this further for you and aim to resolve this as quickly as possible.

Please can you either send us a private message with your full name and address. Alternatively, if you would like to call our team on 0333 405 5555 we can discuss this with you over the phone.

Best Wishes
Jordan

Simond said:

In the process of switching from OVO to Igloo Energy (started January 2nd) but having problems persuading them that my Secure Liberty 100 smart meter reading for R01 is my night reading and the R02 is my day reading when the Data Collector has them the opposite way round. Anyone else had this problem? I've had several email exchanges from helpful helpdesk team but despite sending photos and link to videos they've not sorted it yet!

Hi Simond, thanks for the message. We're really sorry to hear about this and want to sort this for you. When you can please send us an email to team@igloo.energy or give us a call on 0333 405 5555, our opening hours are between 9:00-5:30 Monday to Friday. Many thanks - Ryan. 

Simond said:

Igloo_Energy said:

Simond said:

In the process of switching from OVO to Igloo Energy (started January 2nd) but having problems persuading them that my Secure Liberty 100 smart meter reading for R01 is my night reading and the R02 is my day reading when the Data Collector has them the opposite way round. Anyone else had this problem? I've had several email exchanges from helpful helpdesk team but despite sending photos and link to videos they've not sorted it yet!

Hi Simond, thanks for the message. We're really sorry to hear about this and want to sort this for you. When you can please send us an email to team@igloo.energy or give us a call on 0333 405 5555, our opening hours are between 9:00-5:30 Monday to Friday. Many thanks - Ryan. 

Hi Ryan, thanks for the reply.
I already have a ticket open for this (667398) and sent a video this morning as requested.
regards,
Simon

just an update to say a Igloo "have now raised a dispute" on February 13th and it may take up to 4 weeks. Not sure who the dispute is raised with maybe OVO or perhaps the Data Collector?