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★☆☆☆☆

“In credit by £988, still want to increase my DD... ”

written by YulianaChristian on 20/06/2014

This company is a disgrace. As short a story as possible - previously big consumers of both gas & electricity but moved overseas 2 years ago. The house is empty so clearly our consumption has absolutely plummeted to a miniscule amount. Don't bother trying to manage your acct online as any messages are totally ignored or (worse) inaccurately answered. Maybe their so-called Customer Service staff can't read? It took 4 months to get a partial (50%) refund of the £988 in credit and to reduce my DD to £80. I am still in credit but guess what an estimated bill has arrived apparently reassessing my account...on an estimated bill?? How can you reassess on an estimated bill? Why are you not taking any notice of our numerous calls and emails? Why aren't you comparing this years consumption with last years? There has been little or no fuel used in 3 months. Pathetic. I will now cancel the payment - in my experience this is the only way to get them to respond. Fortunately I swapped to a standard tariff after being hit with a charge last time - a charge that was levied because of their incompetence. It makes no difference if you are in credit by £988 or 988p they should not be holding onto your cash. Oh, and by the way if you leave and choose another provider and you are still in credit it takes them 13 weeks (over 3 months) to refund according to their website...wonderful.

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