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  • FIRST POST
    • SFW77
    • By SFW77 25th Sep 18, 2:12 PM
    • 5Posts
    • 0Thanks
    SFW77
    Economy Energy refusing Refund of Credit Balance
    • #1
    • 25th Sep 18, 2:12 PM
    Economy Energy refusing Refund of Credit Balance 25th Sep 18 at 2:12 PM
    I'm getting to the end of my tether with Economy Energy.

    They've been billing me at almost 2p per unit more than my contracted rates since May which has led to them increasing my direct debit from 52 to 71. The customer service is none existent, I've been trying to get it resolved since Mid July and I'm getting nowhere.

    Anyway I've now got 260 credit on my account which I want back, I don't trust them any more and I'd rather not have hundreds of pounds tied up with them.

    I have asked for it back yesterday and today & been told I can't have it because they only issue refunds if your balance is four times your direct debit amount. There no mention of this anywhere on their site, there's no mention of it on Ofgem or anywhere else & I'm sure it's just yet another fob off.

    Any advice anyone? I'm just getting sick of them and their half truths & appalling customer service. Plus I get the feeling they are nearly going bust & are just shoring up customers money.
Page 5
    • amcg100
    • By amcg100 9th Jan 19, 3:38 PM
    • 264 Posts
    • 277 Thanks
    amcg100
    Thankfully I heard about them going down just in time to cancel my DD which is due tomorrow. It is a shame they've gone since I was on a really good deal fixed until April 2020 - nothing like it available online today so looks like I'm facing a big increase from 70 per month to over 100.
    If a man does not keep pace with his companions, then perhaps it is because he hears a different drummer. Let him step to the music he hears, however measured or far away. thoreau
    • Sterlingtimes
    • By Sterlingtimes 9th Jan 19, 5:11 PM
    • 1,594 Posts
    • 3,939 Thanks
    Sterlingtimes
    Thankfully I heard about them going down just in time to cancel my DD which is due tomorrow. It is a shame they've gone since I was on a really good deal fixed until April 2020 - nothing like it available online today so looks like I'm facing a big increase from 70 per month to over 100.
    Originally posted by amcg100
    Thank you. That is a good call. OFGEM advises that extant direct debit madates with the old supplier may be cancelled. Yes, I would have has gad at 0.0213 per kWh and electricity at 0.172 per kWh until June but it is all rather a lot of hassle with Economy.
    Solar installed 21 November 2014 > Centre of England > 3,780 Wp > 14 *270 Watt Trina panels > 14 * Enphase micro-inverters > managed by Enlighten Envoy Hub > 19 west of south > 35 pitch > tree shading to east > iBoost > Wattson Anywhere monitoring > Ovo Smart Gateway > Schneider Electric (Drayton) MiGenie smart thermostat.
    • amcg100
    • By amcg100 9th Jan 19, 5:36 PM
    • 264 Posts
    • 277 Thanks
    amcg100
    Thank you. That is a good call. OFGEM advises that extant direct debit madates with the old supplier may be cancelled. Yes, I would have has gad at 0.0213 per kWh and electricity at 0.172 per kWh until June but it is all rather a lot of hassle with Economy.
    Originally posted by Sterlingtimes

    Ive no gas, but my economy 7 electric was 14.0571p ( day ) and 6.7524 (night ) fixed until May 2020/ The best I can find today is 20.938 (day) and 7.560 (night ) which is Utility Warehouse or 20.18 (day) and 8.17 ( night ) which is EDF . Either way it's a big increase and only since May last year.
    If a man does not keep pace with his companions, then perhaps it is because he hears a different drummer. Let him step to the music he hears, however measured or far away. thoreau
    • cuzcom
    • By cuzcom 9th Jan 19, 5:48 PM
    • 2 Posts
    • 0 Thanks
    cuzcom
    I switched from Economy Energy to Green Network Energy in October using MSE Energy Club. DDs were still taken by EE up till December. Called EE Jan 2nd and they agreed that I was owed 192.16 for electricity but the gas (debit of 10.40) needed to be confirmed in a final bill covering just 3 extra days gas use! (Oct 9-12). When I got the final bill I was told to ring back to get the refund. What the hell do I do now?
    • wavelets
    • By wavelets 9th Jan 19, 6:29 PM
    • 867 Posts
    • 364 Thanks
    wavelets
    I switched from Economy Energy to Green Network Energy in October using MSE Energy Club. DDs were still taken by EE up till December. Called EE Jan 2nd and they agreed that I was owed 192.16 for electricity but the gas (debit of 10.40) needed to be confirmed in a final bill covering just 3 extra days gas use! (Oct 9-12). When I got the final bill I was told to ring back to get the refund. What the hell do I do now?
    Originally posted by cuzcom
    As the late Jim Bowen used to say (at least in the earlier series)

    Don't worry, your money's safe
    If you now have the final bill from the supplier that you agree with, you are probably in a much better position than many others.

    All you need to do now is await Ofgem to appoint a new supplier, and they will get around to refunding you any credit owed.
    It may take about a few weeks, but as you have already waited a few months, I'm sure a few more week won't be a problem in the circumstances.

    Any other business, and your money would have been far from safe, but rather as Obama once said, you be "back of the queue" as an unsecured creditor.
    • cuzcom
    • By cuzcom 9th Jan 19, 9:51 PM
    • 2 Posts
    • 0 Thanks
    cuzcom
    Appreciate the response but I meant to say when I "get" the final bill. I haven't received it yet since my phone call on Jan 2nd and probably won't as they have now ceased trading.

    But I can still access my old account with EE and it has the details of the extra DD payments they took from me after the change to my new supplier and the last statements issued in October. The only bit of info missing for a complete picture is a 'bill' for 3 days of gas before the change to Green Network Energy happened on Oct 12th, which will be not much at all.

    Are you saying that a newly appointed supplier appointed by Ofgem will be paying me the money I'm owed (can be calculated from all the info in my old account as mentioned above) even though I've been with Green Network Energy since the move on October 12th? (assuming GNE won't be the new supplier)

    PS: I've just noted on the Ofgem FB page that OfgGem say "we're working to find a supplier who will cover outstanding credit balances for customers whove switched away from Economy Energy. We'll be able to say more when we announce the new supplier in the coming days."
    Last edited by cuzcom; 09-01-2019 at 10:08 PM.
    • wavelets
    • By wavelets 9th Jan 19, 10:09 PM
    • 867 Posts
    • 364 Thanks
    wavelets
    Appreciate the response but I meant to say when I "get" the final bill. I haven't received it yet since my phone call on Jan 2nd and probably won't as they have now ceased trading.

    But I can still access my old account with EE and it has the details of the extra DD payments they took from me after the change to my new supplier and the last statements issued in October. The only bit of info missing for a complete picture is a 'bill' for 3 days of gas before the change to Green Network Energy happened on Oct 12th, which will be not much at all.

    Are you saying that a newly appointed supplier appointed by Ofgem will be paying me the money I'm owed (can be calculated from all the info in my old account as mentioned above) even though I've been with Green Network Energy since the move on October 12th? (assuming GNE won't be the new supplier)
    Originally posted by cuzcom
    How could anyone agree what was owed if they have not produced a final bill calculating the final account balance?

    So first off, you will need a final bill.
    You will need to await the appointment of a new supplier by Ofgem (although they will not ever supply you as you have since moved to another supplier), and then contact them.
    They may take on the work of calculating a final bill, or may say that in your case it will be down to the administators to sort out the final bill.

    You should expect it to include all credits paid, and deduct the cost of all energy consumed as recorded by your meters

    But yes, the new supplier appointed by Ofgem will pay you any credit due ... as specified on a final bill (whoever is responsible for generating it).
    • amcg100
    • By amcg100 9th Jan 19, 10:29 PM
    • 264 Posts
    • 277 Thanks
    amcg100
    It is going to be a nightmare for whatever company takes over this mess. I've checked my EE account on line and the last bill that they generated ( 20 Dec) states that I owe them nearly 700. - I don't, - I owe them just under a tenner. The web portal also says that I made a direct debit payment of 70 this month, which I didn't - the DD is cancelled and there is no money taken from the bank.
    Being someone who keeps a regular check on my useage and payments I should be able to resolve any problems with the new supplier when they take over, but those who have relied on EE to administer their account could have a real problem since clearly EE's records are all wrong. I think the government should appoint some lawyers and set up a help line and give assistance to anyone who is caught up in this problem.
    If a man does not keep pace with his companions, then perhaps it is because he hears a different drummer. Let him step to the music he hears, however measured or far away. thoreau
    • kendizle
    • By kendizle 10th Jan 19, 8:22 AM
    • 19 Posts
    • 11 Thanks
    kendizle
    I am owed over 300 from my last energy supplier that I left in May 2018. Since then Ive been with Outfox and as of January have now returned back to British Gas. Ive been asking for my money back and a final bill for the past 6 months, the final request was in September.

    How long do I have to wait to get my money back? Ive contacted the ombudsman but this seems to have stalled and if I'm honest Im lacking in the confidence of their power to effect any actions. Over a year ago they resolved an issue I had with Avro where I was to be awarded 50. This never materialised despite numerous requests.

    What is my best cause of action to get my money back? Small claims court?

    Thanks in advance
    • jk0
    • By jk0 10th Jan 19, 8:42 AM
    • 2,685 Posts
    • 25,927 Thanks
    jk0
    .

    What is my best cause of action to get my money back? Small claims court?

    Thanks in advance
    Originally posted by kendizle

    Yeah, though you might be out of luck if the firm have gone bust.
    • molerat
    • By molerat 10th Jan 19, 8:45 AM
    • 19,953 Posts
    • 14,214 Thanks
    molerat
    Yeah, though you might be out of luck if the firm have gone bust.
    Originally posted by jk0
    Not EE they are talking about though.
    https://www.helpforheroes.org.uk/give-support/donate-now/
    • Mr.Everready
    • By Mr.Everready 10th Jan 19, 9:12 AM
    • 112 Posts
    • 27 Thanks
    Mr.Everready
    Thankfully I heard about them going down just in time to cancel my DD which is due tomorrow. It is a shame they've gone since I was on a really good deal fixed until April 2020 - nothing like it available online today so looks like I'm facing a big increase from 70 per month to over 100.
    Originally posted by amcg100

    My DD was taken on the 7th
    • Steve_xx
    • By Steve_xx 10th Jan 19, 9:43 AM
    • 6,634 Posts
    • 2,801 Thanks
    Steve_xx
    EE & Warm Home Discount
    My mum is with EE, and like several on this thread have mentioned, there has been an occurance of an "unknown" meter reading on the account, dated 20 December. This reading was some 1000 units more than the actual reading and so when I noted it, I added the correct reading to the online account on 25 December. Yet a bill was produced on 28 December and that ignored the correct, lower readings. I'm sure this will be corrected by any appointed new supplier.

    However, my main point here is in relation to the Warm Home Discount Scheme. Mum is within the "core" group and should receive this. However, I note to date that EE have not paid it into mum's account. So, I'm hoping that whoever OFGEM appoint to take over the account will be a part of the scheme, as not all of them are!

    In a conversation with the Warm Home Discount Scheme team just now, I am given assurance that this discount will still be payable from the new supplier. But, the guy I spoke to did say that other recent failures had their accounts moved to new suppliers who are a part of the scheme. So the hope is that OFGEM do factor in this requirement when deciding who to shift to.
    Last edited by Steve_xx; 10-01-2019 at 9:45 AM.
    • JuneS
    • By JuneS 10th Jan 19, 9:59 AM
    • 42 Posts
    • 27 Thanks
    JuneS
    I am owed over 300 from my last energy supplier that I left in May 2018. Since then Ive been with Outfox and as of January have now returned back to British Gas. Ive been asking for my money back and a final bill for the past 6 months, the final request was in September.

    How long do I have to wait to get my money back? Ive contacted the ombudsman but this seems to have stalled and if I'm honest Im lacking in the confidence of their power to effect any actions. Over a year ago they resolved an issue I had with Avro where I was to be awarded 50. This never materialised despite numerous requests.

    What is my best cause of action to get my money back? Small claims court?

    Thanks in advance
    Originally posted by kendizle
    You can apply to the court to issue an order that aligns with the ombudsman ruling that awards you 50 - but it will probably cost you more than 50 in court fees.
    (Do not start a newclaim in court, as that leaves the door open to potentially challenge the agreed resolution of the ombudsman ... and there is a possibilty a court will then find in the defendants favour.)

    The ombudsman will have informed you that the supplier must comply after both parties have accepted the resolution, and how you can request the ombudsmans asssitence to ensure compliance.

    In fact, the energy ombudsman even have a special team that do just that.
    • ajrh
    • By ajrh 13th Jan 19, 10:51 AM
    • 5 Posts
    • 1 Thanks
    ajrh
    Good call that the DD can be cancelled Ive just done this with my bank, sadly they took the last one on 3rd January. I have no desire to give them any more money, I was one of the ones they jacked the DD for one utility, thankfully only 7 a month

    I do have a concern though which perhaps this forum can answer.
    I (foolishly) joined them in May on the switch saver tariff. my welcome pack email said that the tariff was fixed at 11.69p per KWH for electric and 2.15p per KWH for gas with the respective standing charges of 23.10p & 29.40p per day. I had had this confirmed verbally by the company in a phone call in November but I see that the switch saver on their website eludes to a variable tariff and the MSE energy saving club and other comparison sites indicate that the rates are way higher. basically, what is the truth and do I have any recourse with ofgem if it is variable now the company has gone to the wall.

    thanks
    • matelodave
    • By matelodave 13th Jan 19, 11:37 AM
    • 4,105 Posts
    • 2,599 Thanks
    matelodave
    To all those who are concerned - make sure you read your meters and keep a record. In fact start reading them weekly so you've got some evidence of your ongoing consumption.

    Download as much info off the site as you can before it gets switched off. Make sure you've kept your welcome info specifying what tariff you are on and check any online bills for errors.

    If you know you are in credit - based on actual meter readings, not on erroneous bills- and they've taken another DD then invoke the DD Guarantee to get it back.

    And finally put a bit more effort into reading meters, keeping track of bills or statements and getting them corrected if they are wrong.

    Also make sure that your direct debits are tracking your consumption profile to balance at the end of your contract so you dont end up hundreds in credit or in arrears.

    It's your money, take more care of it and dont let the energy companies dictate.
    Last edited by matelodave; 13-01-2019 at 11:51 AM.
    Never under estimate the power of stupid people in large numbers
    • Steve_xx
    • By Steve_xx 13th Jan 19, 11:42 AM
    • 6,634 Posts
    • 2,801 Thanks
    Steve_xx
    For those who haven't yet received a communication. Ovo Energy has been appointed by OFGEM to take over the accounts. Here is an extract from their email:


    You may have heard that Economy Energy Trading Ltd, your supplier, has ceased trading.

    We are delighted to tell you that the GB energy regulator Ofgem has selected OVO Energy to take over the supply of your energy.

    Rest assured that your service will continue uninterrupted. This email explains what happens next.

    What to do next

    Over the next couple of weeks we will transfer your account to our systems. It is best not to change to another supplier during this time as it may delay your switch.

    If you are in the process of switching to another supplier, it will continue to be processed as normal. However it may take a little longer than usual.

    What price will I pay?

    You will move onto our OVO Energy variable plan. Well send all the details of your new energy rates in the next few weeks. On this plan you can switch away at any time without paying any exit fees.

    Its time to take a meter reading

    Please take a meter reading as soon as you can and note it down. We will ask you to provide it when your account transfers to us.

    What happens to my Direct Debit and balance?

    As part of transferring your account we will also transfer your existing Direct Debit. Theres nothing you need to do. Any credit balance will also be reviewed.

    Well review your Direct Debit amount and payment date (as we do for all customers) and if any changes are needed, well let you know well in advance before we change anything.

    Who is OVO?

    OVO is the UKs largest independent energy supplier. We have been operating since 2009. To find out more about OVO Energy, take a look at our website.

    Questions?

    We have set up a dedicated phone line on 0330 102 7407 to answer your questions or for more information take a look at our frequently asked questions page.

    Thanks,
    The OVO Team
    • amcg100
    • By amcg100 14th Jan 19, 6:26 PM
    • 264 Posts
    • 277 Thanks
    amcg100
    To all those who are concerned - make sure you read your meters and keep a record. In fact start reading them weekly so you've got some evidence of your ongoing consumption.

    Download as much info off the site as you can before it gets switched off. Make sure you've kept your welcome info specifying what tariff you are on and check any online bills for errors.

    If you know you are in credit - based on actual meter readings, not on erroneous bills- and they've taken another DD then invoke the DD Guarantee to get it back.

    And finally put a bit more effort into reading meters, keeping track of bills or statements and getting them corrected if they are wrong.

    Also make sure that your direct debits are tracking your consumption profile to balance at the end of your contract so you dont end up hundreds in credit or in arrears.

    It's your money, take more care of it and dont let the energy companies dictate.
    Originally posted by matelodave
    I would like to endorse all of the above but would add that taking a picture of the meter with a witness present would also protect you.
    If a man does not keep pace with his companions, then perhaps it is because he hears a different drummer. Let him step to the music he hears, however measured or far away. thoreau
    • amcg100
    • By amcg100 14th Jan 19, 6:33 PM
    • 264 Posts
    • 277 Thanks
    amcg100
    For those who haven't yet received a communication. Ovo Energy has been appointed by OFGEM to take over the accounts. Here is an extract from their email:


    You may have heard that Economy Energy Trading Ltd, your supplier, has ceased trading.

    We are delighted to tell you that the GB energy regulator Ofgem has selected OVO Energy to take over the supply of your energy.

    Rest assured that your service will continue uninterrupted. This email explains what happens next.

    What to do next

    Over the next couple of weeks we will transfer your account to our systems. It is best not to change to another supplier during this time as it may delay your switch.

    If you are in the process of switching to another supplier, it will continue to be processed as normal. However it may take a little longer than usual.

    What price will I pay?

    You will move onto our OVO Energy variable plan. Well send all the details of your new energy rates in the next few weeks. On this plan you can switch away at any time without paying any exit fees.

    Its time to take a meter reading

    Please take a meter reading as soon as you can and note it down. We will ask you to provide it when your account transfers to us.

    What happens to my Direct Debit and balance?

    As part of transferring your account we will also transfer your existing Direct Debit. Theres nothing you need to do. Any credit balance will also be reviewed.

    Well review your Direct Debit amount and payment date (as we do for all customers) and if any changes are needed, well let you know well in advance before we change anything.

    Who is OVO?

    OVO is the UKs largest independent energy supplier. We have been operating since 2009. To find out more about OVO Energy, take a look at our website.

    Questions?

    We have set up a dedicated phone line on 0330 102 7407 to answer your questions or for more information take a look at our frequently asked questions page.

    Thanks,
    The OVO Team
    Originally posted by Steve_xx
    Interesting that they think they can set up a direct debit = so they have effictively purchased the banking details for 300,000 people? wow !! ........ I'll be checking my bank to make sure they are not taking money.
    If a man does not keep pace with his companions, then perhaps it is because he hears a different drummer. Let him step to the music he hears, however measured or far away. thoreau
    • Robert Turnock
    • By Robert Turnock 14th Jan 19, 8:44 PM
    • 1 Posts
    • 0 Thanks
    Robert Turnock
    I am in a position where I left economy energy in September 2018. I complained to the company and latterly the ombudsman but four months later I have still not received the amount of 200 I am owed in credit from when my account was closed. Does anybody know what the official position is on how I can get my money back?
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