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    • MSE Andrew
      Verified User verified user
    • By MSE Andrew Verified User verified user 9th Jan 18, 2:48 PM
    • 124Posts
    • 33Thanks
    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 havent already, join the forum to reply.
Page 7
    • Legendino
    • By Legendino 28th May 19, 11:16 AM
    • 22 Posts
    • 2 Thanks
    Legendino
    Their performance does make you wonder how long they can last ?
    • pknottm
    • By pknottm 29th May 19, 3:13 PM
    • 232 Posts
    • 118 Thanks
    pknottm
    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 ?
    Originally posted by Legendino
    yes, I definitely think you shouldn't have to wait 8 months and go through the ombudsman to get any credit balance bank after moving suppliers. It should be automatic.
    Do you think we should have to wait?

    Anyway, good news, I finally got my credit balance bank and a 50 gesture of goodwill, 4 hours before the ombudsman implementation deadline! It only took 8 months!
    • Wimbish
    • By Wimbish 7th Jun 19, 6:15 AM
    • 4 Posts
    • 3 Thanks
    Wimbish
    We too were given this terrible company resulting from a move from OS.

    We joined them with a credit of almost 500 and took a DD of 143 just after the switch and a further one for another 143 taken in January.

    I tried to deal with Together in December 18 and they were just so rude. Hanging up, refusing to deal with me as the account is in my husband's name even though OS had permission to deal with me and my husband gave TE the same permission!

    I complained to TE by email in Dec 18 and still have heard nothing although I did receive a standard email, which I presume was sent to every OS customer, saying we would have a full refund by end Jan 19. Hah!

    The ombudsman is involved and TE have until 10 Jun to reply to them but I won't hold my breath.
    • masonic
    • By masonic 7th Jun 19, 5:06 PM
    • 12,339 Posts
    • 9,943 Thanks
    masonic
    The ombudsman is involved and TE have until 10 Jun to reply to them but I won't hold my breath.
    Originally posted by Wimbish
    Do keep us updated. I have an Ombudsman complaint just a few days behind yours (I also don't expect any defence to be entered).
    • Wimbish
    • By Wimbish 14th Jun 19, 6:33 AM
    • 4 Posts
    • 3 Thanks
    Wimbish
    Got a phone call from TE on the 9 Jun saying they were going to comply with the Ombudsman, they had until 10 Jun, giving us back 347.59, paying back a DD of 143 plus 30 goodwill credit.

    They are still being sneaky, though.

    Their letter says:
    "Sent you out the bill showing you this credit amount with a link to input your bank details and obtain your credit balance."

    Directly below it, states:
    "Obtained your bank details to make a direct payment of 30 Goodwill Credit awarded by Ombudsman Services and advised that this can take 10 days to process."

    They have our bank details and yet we still have to jump through hoops of providing information they already have to get our money back!!

    Tried to copy the letter here but I can't. Sorry!
    • Legendino
    • By Legendino 14th Jun 19, 8:00 AM
    • 22 Posts
    • 2 Thanks
    Legendino
    I have now raised a complaint with the Ombudsman.
    I guess most people are owed money by TE ? I am in a strange position of complaining because I have paid nothing (0.00) since being transferred from OneSelect in december. I estimate my debt to be in the region of 600.00 + pounds now. The DD has been set up since jan and I have tried my best to get this sorted out. What a way to run a business ?
    • masonic
    • By masonic 14th Jun 19, 7:41 PM
    • 12,339 Posts
    • 9,943 Thanks
    masonic
    Got a phone call from TE on the 9 Jun saying they were going to comply with the Ombudsman, they had until 10 Jun, giving us back 347.59, paying back a DD of 143 plus 30 goodwill credit.

    They are still being sneaky, though.

    Their letter says:
    "Sent you out the bill showing you this credit amount with a link to input your bank details and obtain your credit balance."

    Directly below it, states:
    "Obtained your bank details to make a direct payment of 30 Goodwill Credit awarded by Ombudsman Services and advised that this can take 10 days to process."

    They have our bank details and yet we still have to jump through hoops of providing information they already have to get our money back!!

    Tried to copy the letter here but I can't. Sorry!
    Originally posted by Wimbish
    Interesting, I've got an apology letter and goodwill payment incoming. I assumed this would be by cheque, but it will be interesting to see if they intend to make a direct payment as they've not refunded my credit balance yet and I left them in late January.
    • Wimbish
    • By Wimbish 15th Jun 19, 5:44 AM
    • 4 Posts
    • 3 Thanks
    Wimbish
    Interesting, I've got an apology letter and goodwill payment incoming. I assumed this would be by cheque, but it will be interesting to see if they intend to make a direct payment as they've not refunded my credit balance yet and I left them in late January.
    Originally posted by masonic
    The apology letter came, by email, 11 Jun and the DD refund was in our account on the 12th other than that nothing else has arrived.

    Considering we started with our new supplier on 10 Jan 19 its appalling how long this has taken and the steps we have had to go through, like many of you, just to get back what is rightfully ours.
    • nickcc
    • By nickcc 17th Jun 19, 11:18 AM
    • 2,104 Posts
    • 922 Thanks
    nickcc
    Just received a call from collections department asking for payment of 9.08 that I owe them. I refused to pay over the phone as I don't trust them to take the correct amount going on their past history so I asked if I could pay via my account, was advised that I could but blowed if I can see how as there's no option on their website which allows this, any ideas ?
    • brewerdave
    • By brewerdave 17th Jun 19, 3:14 PM
    • 5,747 Posts
    • 2,577 Thanks
    brewerdave
    Just received a call from collections department asking for payment of 9.08 that I owe them. I refused to pay over the phone as I don't trust them to take the correct amount going on their past history so I asked if I could pay via my account, was advised that I could but blowed if I can see how as there's no option on their website which allows this, any ideas ?
    Originally posted by nickcc

    Just checked my online account - can't see any way to pay via website; Some months ago after I'd left TE, I asked the Customer Services rep. how I was meant to pay my final bill (when it was correctly sorted out) - he said they would take it by DD - I said that there wasn't one set up - total confusion and no answer!!
    • nickcc
    • By nickcc 17th Jun 19, 3:38 PM
    • 2,104 Posts
    • 922 Thanks
    nickcc
    Just checked my online account - can't see any way to pay via website; Some months ago after I'd left TE, I asked the Customer Services rep. how I was meant to pay my final bill (when it was correctly sorted out) - he said they would take it by DD - I said that there wasn't one set up - total confusion and no answer!!
    Originally posted by brewerdave
    I think that's what's happening with me as I also closed the DD, as if I'd trust this lot with access to my money.

    I've just emailed them to send me an invoice or advise me how I pay using their website, perhaps I'll be waiting another five months.
    • Legendino
    • By Legendino 17th Jun 19, 4:01 PM
    • 22 Posts
    • 2 Thanks
    Legendino
    Paying TE
    Would be interested in knowing if you find a way to pay these people. If you read my posts above you will see I havent paid anything since I was switched from OneSelect.
    I also informed them I would not pay via telephone and asked for another method. 6 months later I am still waiting.
    • ACE83
    • By ACE83 26th Jun 19, 9:00 AM
    • 1 Posts
    • 0 Thanks
    ACE83
    Just came across this thread and can't believe (well actually, I probably can believe) the amount of problems everyone else has had with TE similar to what we have had.

    Was moved top TE after OneSelect failed, initially DD was set up and worked ok, but switched to a new supplier in January19. My account was c140 in credit, but no final bill ever materialised.
    Countless phone calls, each time promised they would produce the final bill and I would receive any refund due but it never happened.

    Finally opened a case with the Ombudsman, TE agreed to provide a final bill, refund my credit balance plus 40 goodwill. That is due to me by 1st July and still no sight, although after numerous more emails I have had a reply yesterday asking for my bank account details!


    On top of that the emails have been blatantly rude, a response to a complaint letter I sent to their official complaints email was "we can't just provide a new bill on your say so" !!!

    cant imagine this firm lasting much longer, absolute shambolic.
    • squires55
    • By squires55 26th Jun 19, 12:18 PM
    • 27 Posts
    • 5 Thanks
    squires55
    Same position, moved over from One Select and left for Octopus in March 2019. Didn't receive a final bill, emailed and received no reply. Telephoned and was told 6-10 working days, nothing forthcoming. Rang again and was told beginning of July as that was when there billing ran. I'll wait till then and if no bill I will instigate a complaint.
    • phileb
    • By phileb 28th Jul 19, 11:27 AM
    • 15 Posts
    • 3 Thanks
    phileb
    Shambles - no customer service or Final account
    Was transferred to Together Energy from Oneselect ( who went into administration) by OFGEM on December 12 2018. Took until March 2019 to get a final account in the name of Oneselect.

    Decided to change suppliers on March 12 2019 due to this.
    Still awaiting a final account from Together Energy.

    Ofgem - no help - its not our problem make and official complaint and take it up with the ombudsman in 8 weeks time if not sorted.


    We are in credit - wonder if that's the reason ?


    15 emails and still nothing -
    • phileb
    • By phileb 28th Jul 19, 11:41 AM
    • 15 Posts
    • 3 Thanks
    phileb
    Its rated on the MSE energy site as 2 stars - I wouldn't even give them a 1 star rating
    • Legendino
    • By Legendino 28th Jul 19, 1:02 PM
    • 22 Posts
    • 2 Thanks
    Legendino
    Well, I think I am finally rid of TE ! After 7 months of trying I finally got a conversation going with a fellow from Financial Assurance at TE. He apologised for the rank poor service and over the course of a couple of weeks he produced a final bill for me (jan 2019 - july 2019) he agreed compensation with me that was taken off the final bill. He said I could pay this off at a schedule to suit myself. However I wanted to leave TE so settled the bill in one lump sum. ( wouldn’t be able to transfer while owing TE money) He also agreed to allow me to transfer without the 30.00 per fuel ‘in contract’ charges. Transfer appears to be happening, Elec on 28th, Gas at few days later. I filed a complaint with the Ombudsman in early june. It seems they wait 8 weeks ? before pursuing and I wasn’t prepared to wait a further 2 months +. Pretty poor service I think. TE is without doubt the most inefficient company I have had dealings with, and at 72 years of age that is a lot of companies.
    Last edited by Legendino; 28-07-2019 at 4:17 PM. Reason: typo
    • RoKeMe
    • By RoKeMe 7th Aug 19, 2:53 PM
    • 3 Posts
    • 1 Thanks
    RoKeMe
    My nightmare with Together Energy is finally over
    My nightmare with Together Energy is finally over.

    Having been a former OneSelect customer, I left Together at the beginning of February (as soon as I could).

    Their first misdemeanour was to take an extra unnecessary direct debit payment at the end of February (this was despite the very healthy credit balance on my account).

    After pestering them for a final bill on numerous occasions without success, I made a complaint to them on 4th May. The final bill was sent to me on 13th May with a promise: A payment of xxx.xx should be in your account within the next 3-5 working days.

    It didnt arrive. Numerous phone calls, e-mails, broken promises to repay and finally a complaint to Ombudsman Services led to a proposal in mid-July which was immediately accepted. They then attempted to alter the final bill issued in May. This change was in their favour, of course. They made a promise to repay me within 10 working days from 23rd July mentioning problems (yet again) with their billing system and highlighting the need to set up a BACS payment for the refund.

    The monies were finally received the afternoon of the 6th August (the 10th working day), the credit being a faster payment (FPS) with the time of payment being 5.20pm.

    Long story short. Together Energy:

    tried to maximise my credit balance and hold it for as long as possible after switching to another supplier
    customer services never allowed me to talk to anyone in their resolutions department to resolve the issue, despite repeated requests
    only acted once Id referred the issue to Ombudsman Services
    have a billing system which is clearly not fit for purpose
    continually lied to me (Ive lost count of the number of times Ive been told that Id receive payment within the next few days: the figure always changed as I spoke to different people within customer services)

    I am a serial gas/electricity switcher: one expects the occasional problem but this is the worst experience Ive ever had with a supplier by a long way.
    • Wimbish
    • By Wimbish 10th Aug 19, 8:20 AM
    • 4 Posts
    • 3 Thanks
    Wimbish
    Still we wait...

    TE's letter of apology is dated 11 Jun, after Ombudsman found in our favour, Direct Debit of 143 refund a few days later and....crickets.

    Can't get any sense out of them when I call as they still refuse to speak to me even when my husband is standing next to me (account in his name) and has verbally given them permission!

    Emailed their complaints department yet again so we shall see where that goes, have contacted Ombudsman once more asking if I need to raise yet another complaint with them about TE's refusal to refund me.

    I just want my 300+ back is that really too much to ask for?
    • Legendino
    • By Legendino 10th Aug 19, 8:41 AM
    • 22 Posts
    • 2 Thanks
    Legendino
    I am finally rid of TE. Octopus Energy have confirmed my switch has completed.
    Feels like a heavy load has been taken off my shoulders.


    Why is no-one taking to task the architects of this 'opening up' of the energy market so the 'customers' get more choice and better value by increased competition ? What a joke. We have a high proportion of rapid rise energy companies who fall by the wayside with all the grief that entails for thousands of families.
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