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  • FIRST POST
    • MSE Archna
    • By MSE Archna 28th Jan 13, 5:58 PM
    • 1,874Posts
    • 6,140Thanks
    MSE Archna
    Add your feedback on energy supplier iSupply
    • #1
    • 28th Jan 13, 5:58 PM
    Add your feedback on energy supplier iSupply 28th Jan 13 at 5:58 PM
    This is a feedback thread on energy supplier

    iSupply

    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 haven!!!8217;t already, join the forum to reply. If you aren!!!8217;t sure how it all works, watch our New to Forum? Intro Guide.
    Last edited by MSE Andrea; 23-10-2014 at 12:02 PM.
    Report inappropriate posts: forumteam@moneysavingexpert.com




Page 8
    • 23Bunter
    • By 23Bunter 30th Jan 17, 6:34 PM
    • 1 Posts
    • 0 Thanks
    23Bunter
    Worst supplier ever ?
    I've had a similar (very bad) experience with this lot.
    On switching in 2013 they quoted a very attractive rate based on existing certified consumption figures, so of course I signed up and paid regularly.
    In year 2, the rate more than doubled for same consumption + perhaps 12%- also paid regularly.
    In year 3 we moved house, so asked them to transfer supply - provided meter reading etc. They completely screwed up this simple procedure, so switched to B Gas in exasperation.
    But then the trouble starts. On exit they demanded £450 on account of Year 1 consumption, despite having had accurate figures and quoting a fixed price.
    Obviously just a misleading dodgy practice to entice new customers at the outset.
    Also their `customer service` is appalling - inefficient, tedious and rude.
    New customers beware - you will just get charged more down the line.
    • LorraineT
    • By LorraineT 18th Feb 17, 11:47 AM
    • 1 Posts
    • 0 Thanks
    LorraineT
    in dispute - keeping my money!
    As a result of MSE comparison joined isupply for a year. No issue till I tried to leave.
    Have been waiting since DECEMBER 2016 for them to confirm my final reading and let me get over £280 credit back in my bank.

    I have moved to Robin Hood who have logged a dispute with isupply on my behalf as I am getting nowhere on my own.
    • sbradnam
    • By sbradnam 24th Apr 17, 7:36 PM
    • 51 Posts
    • 29 Thanks
    sbradnam
    Still Fine!
    Few months in and all good. They are trying hard to keep in touch - admittedly their website is a bit clunky, but it all works, and the 3 year fix I am on is well cheap by comparison with what is on offer. Glad I switched.
    • Lee Pennell
    • By Lee Pennell 7th Jun 17, 1:10 AM
    • 1 Posts
    • 0 Thanks
    Lee Pennell
    Avoid ISupply Energy at all costs
    Joined ISupply from Energy Club suggestion and a very attractive three year fixed rate. Joining process went ok and i looked forward to my first statement.since December 2016 - nothing received to date as my gas account is still inactive on the website despite them happily taking a direct debit each month.

    Made three very long phone calls to try and resolve got an empty promise each time and yesterday i was assured that the guy would resolve personally. Sadly, an empty promise, nothing changed and the promised call never came.

    Clearly they dont give a hoot about customer service and i am annoyed that the ombudsman allows these start up companies to run a business that is ill prepared to service its customers. I have made a formal complaint and will follow up with the ombudsman if it does not get resolved. I will be switching provider and moving back to the safety of Eon if not resolved soon. These small companies are not all they are made out to be.

    Will update if i get any resolution.
    • footyguy
    • By footyguy 7th Jun 17, 9:09 AM
    • 4,136 Posts
    • 1,671 Thanks
    footyguy
    Joined ISupply from Energy Club suggestion and a very attractive three year fixed rate. Joining process went ok and i looked forward to my first statement.since December 2016 - nothing received to date as my gas account is still inactive on the website despite them happily taking a direct debit each month.

    Made three very long phone calls to try and resolve got an empty promise each time and yesterday i was assured that the guy would resolve personally. Sadly, an empty promise, nothing changed and the promised call never came.

    Clearly they dont give a hoot about customer service and i am annoyed that the ombudsman allows these start up companies to run a business that is ill prepared to service its customers. I have made a formal complaint and will follow up with the ombudsman if it does not get resolved. I will be switching provider and moving back to the safety of Eon if not resolved soon. These small companies are not all they are made out to be.

    Will update if i get any resolution.
    Originally posted by Lee Pennell
    My experience of Isupply is that if you have raised a formal complaint against them, you will get assigned a case handler who will do everything in their power to resolve the matter, as they do take all action possible to avoid the matter going to the ombudsman.
    Such case handlers either have more power, or at least more time, to address your issues than the standard front line responders

    I make no comment on your actual complaint, other than to say if you have your gas supplied by them I am sure you will receive a gas bill or an explanation as to why not.

    Of course you are free to choose whatever supplier you wish, presumanbly a more expensive one. You will also incur early exit fees if you leave this supplier before the end of your term (i.e. within 49 days of the scheduled end)
    • A Medium Size Jock
    • By A Medium Size Jock 21st Jun 17, 2:19 PM
    • 3,193 Posts
    • 8,181 Thanks
    A Medium Size Jock
    It seems that the Swedish power group Vattenfall are buying iSupply.
    iSupplyEnergy, based in Bournemouth, has 120,000 customers — a fraction of the millions serviced by large UK suppliers such as Centrica’s British Gas and SSE.
    However, Vattenfall said it planned to use the business as a platform for growth and its arrival promises to increase competition in a market that has been under intense political scrutiny over rising household bills.
    https://www.ft.com/content/7f538ea8-5594-11e7-80b6-9bfa4c1f83d2?mhq5j=e2
    • buglawton
    • By buglawton 21st Jun 17, 6:18 PM
    • 7,354 Posts
    • 3,849 Thanks
    buglawton
    Vattenfall is owned by the Swedish government. I've heard said that the UK power industry is being put back into public ownership even without Corbyn's help. Albeit to be owned by foreign governments. This seems to be more proof!
    • DavidPye
    • By DavidPye 28th Jul 17, 9:43 AM
    • 1 Posts
    • 0 Thanks
    DavidPye
    Stay Clear - iSupply
    Can only agree with all other forum members about ISupply's customer service, they claim under the takeover they are now providing excellent customer service. Not my experience since I joined them last December. The company estimated my bill, despite sending in regular readings and photographic evidence of my readings, and said I was hugely in debt and wanted to increase my direct debit by over 50%. Have tried since May 6th to get the company to resolve the issue, have tried their customer complaints form which promises a quick resolution but in the small print they allow themselves up to 8 weeks to resolve an issue. Promised called backs on 3 occasions and waited in for over an hour for one of them with no call backs made. Been lied to, been promised 3 times that a manual recalculation will be done within 10 days, still waiting two months later. I should have followed my grandfathers advice and if something looks too good it will be because the company is trying to rip you off, am tied in with penalties if I try and leave so in catch 22 land. All I can say is avoid this company unless you like shoddy customer service, promises being broken and literally been lied to...
    Last edited by DavidPye; 29-07-2017 at 8:37 AM.
    • DavidLGrieve
    • By DavidLGrieve 13th Sep 17, 9:11 PM
    • 10 Posts
    • 9 Thanks
    DavidLGrieve
    DON'T USE THEM!!
    Currently the Energy Ombudsnan is investigating my string of Complaints against iSupply. Amongst the several points raised was they left my home without hot water and heating for 5 days as they ordered the wrong Electric Meter from their contractors- "Lowri Beck". Then when the contractor did arrive, he had brought an "Ovo" energy smart E7 meter instead of the E10 one I had. After complaining, iSupply awarded me £110 in compensation. Problem is, they won't pay it to me as I cannot input my current meter readings on my online account- it won't accept them.
    I've only been with them for 2 months- my account balance with them currently is over £300 but my energy useage for the 2 months is just £62.
    I've spent over 12 hours on the phone to them, sent 45 emails and online messages. All ignored.
    So I gave them 7 days in writing to respond and pay the compensation amount into my bank account- They ignored this, so I took the complaint directly to the Energy Ombudsman, who accepted my case immediately.
    I was appalled to be told by an iSupply telephonist that "We don't actually have a dedicated Complaints Department- we deal and respond to any Complaints ourselves when we occasionally work over-time, and that's not often..."
    Isn't it lucky that I record all incoming and outgoing phone calls on my p.c.
    This company is in totally over their heads- until they get their service up to acceptable standards, my advice is to NOT USE IT!
    If iSupply ignore the ruling from the Ombudsnan, straight to Civil Court for both Breach of Contract and Goods and/or Services breaching the Sale of Goods Act.
    My rating for iSupply? -1 out of 5. David of Dumfries.
    • valleyboy22
    • By valleyboy22 31st Jan 18, 7:57 AM
    • 286 Posts
    • 16 Thanks
    valleyboy22
    I done a u switch ad they came out tip, just a bit worried about mixed reviews.
    • barbara-ellis
    • By barbara-ellis 5th Feb 18, 11:18 AM
    • 1 Posts
    • 0 Thanks
    barbara-ellis
    £1200 bill recieved 16months after moving out!!
    We moved out of a rental property 16 months ago. Out of the blue we have recieved a £1200 bill via email, followed by three threatening letters with added interest for late payment. I have called them twice, they say it is I relation to the meter readings at the end of tenancy. Both people I spoke to have said different things about the delay.

    We had paid our final bill and settled the account 16 months ago.

    They are putting the onus on us to prove that we don't owe it instead of on them to prove that we do. We have received nothing to tell us exactly what it is for. What should we do?
    • Hengus
    • By Hengus 5th Feb 18, 11:35 AM
    • 5,909 Posts
    • 3,643 Thanks
    Hengus
    We moved out of a rental property 16 months ago. Out of the blue we have recieved a £1200 bill via email, followed by three threatening letters with added interest for late payment. I have called them twice, they say it is I relation to the meter readings at the end of tenancy. Both people I spoke to have said different things about the delay.

    We had paid our final bill and settled the account 16 months ago.

    They are putting the onus on us to prove that we don't owe it instead of on them to prove that we do. We have received nothing to tell us exactly what it is for. What should we do?
    Originally posted by barbara-ellis
    Have you checked the bill to confirm the billing period? In cases where the previous tenant moves out without informing the supplier, the statement will show a date when you were not responsible. I assume that you gave the supplier actual meter readings when you moved in, and periodic meter readings during the time that you were there? Armed with a copy of your tenancy agreement you should be able to resolve this matter.
    • braggit13
    • By braggit13 12th Mar 18, 3:53 PM
    • 1 Posts
    • 0 Thanks
    braggit13
    Poor customer service
    Avoid iSupply unless you want to pay for electricity without knowing how much you actually owe them.

    Experience was OK to begin with - the usual nice 'welcome' emails/letters - but after a few meter readings were sent and validated the problems started. We had been given a huge underestimate of how much our bill would be, resulting in a 50% uplift at first, but this still didn't cover the whole bill. This only came to light at the end of our 12-month fixed contract as iSupply had rejected the last FOUR meter readings that we had submitted, even though photos of the meter had been sent to them as requested (not even a SIGN of Lowri Beck visits to physically check the meter readings).

    Yes, we have been having significant building works done during that time - meaning power tools, battery chargers and gaping holes in building fabric through the coldest months - so I get that we owe more than was expected, but there is absolutely NO EXCUSE for iSupply to ignore meter readings being submitted into their system like they ask and then getting all 'uppity' when we request a switch to a new supplier!
    Last edited by braggit13; 12-03-2018 at 3:54 PM. Reason: Typos
    • buglawton
    • By buglawton 12th Mar 18, 5:28 PM
    • 7,354 Posts
    • 3,849 Thanks
    buglawton
    I'm trying to finalise paying off the gap bill between two tenants to iSupply who simply sent me a bill for an approximate calendar month instead. It does seem to be possible to get through on the phone at least (in contrast to some years ago). Will watch this space.
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