|
Overcharging, poor service, incorrect billing, inaccurate estimations, aggro. These were just some of the problems which Jobs & Money readers say they have experienced at the hands of the utility companies.
Our article on switching suppliers last week prompted an unprecedented reaction from people frustrated and angered by the long-winded process; many of them have been trying to move their account for two years or more, without success. Both the former public companies and the new suppliers are guilty of error and inefficiency.
Several people complain of the time it has taken to switch. John Clarke from Cheshire swapped from BG, the erstwhile British Gas, to Manweb. His tale is a saga of delay and inaccuracy.
Mr Clarke signed a direct debit form for a combined gas and electricity deal in April 1989. By September the next year, this had still not been implemented. When finally it was, Manweb started to draw £75 a month from his account as opposed to the £60 agreed estimated meter reading. The problems were not resolved until June 2000, more than two years later.
"I estimate that the interest lost by my credit balance far exceeds the discount for direct debit payment. I await their response to my request for a refund before I will consider whether to continue with that method of payment or even whether to carry on as a Manweb customer. Have I saved money? Possibly, if I get a refund. Has it been worth the hassle? NO!" he says.
Another reader, Alan Hudson, summarises his problems: it took more than four months to change (from BG to Beacon); BG refused twice to let him switch for "inexplicable reasons" and BG gave incorrect information regarding payment. He says he even suspects the lack of co-operation on BG's behalf may be a ploy to keep customers.
Gavin Elliot also had problems with the process of the switch, also from BG to Beacon. He says: "My average quarterly bill doubled as it seems incorrect information was passed from the old to the new supplier. It took months to get the matter sorted out." The problem was resolved, but three years on, his quarterly estimated bills have again risen to exceed his historic and current usage patterns.
Other readers complain of bad service, with one part of a company seemingly ignorant of what another part has communicated. Lesley John alleges that she received "repeated unpleasant demands" for £50 from BG, with no explanation given, when she tried to switch to another supplier. After three months the company apologised, blaming a miscalculation. But still the threatening letters continued, she writes.
Richard Ehlers, a pensioner from Downham Market near Peterborough claims he was switched to the wrong supplier in the first instance. When eventually he was signed up to Northern Electric and Gas his meter reading was ignored and the supplier's own, much higher, estimation was used instead. "Northern Electric's level of communication with customers was abysmal and at no time have they offered explicit financial recompense for my inconvenience," he fumes.
Many people raised concerns and recommendations, about the sources of the electricity and gas supplied. Suggested vendors of cleaner energy are Unit(e), RSPB and, shortly, Ecotricity, which anticipates its domestic licence will be granted by the end of the summer. It supplies energy from pale green sources such as landfill sites and sewerage plants as well as deep green sources like wind power.
The Royal Society for the Protection of Birds is offering non-fossil fuels - from a mixture of hydro and solar power and organic household waste - through Scottish & Southern Energy.
"Virgin will probably get my contract because of its keenness to promote overall reductions in energy use, backed up by a cash return," says Steve Cragg by email.
Several respondents say that they cannot tell whether or not they are saving money and that they would not have switched had they known how problematic it would prove.
"Have I saved money? No idea - I can't work it out. I certainly would never again change utilities if all is running well with the existing supplier. The potential problems outweigh the modest savings by a considerable margin," says Mr Elliot.
Perhaps the utility suppliers should be a little less hasty in sending the type of letter posted to one reader, who suffered poor service: "I received a note from Manweb congratulating themselves on their standard of service, in which they claim to respond to 100% of letters received within 10 working days."
Unit(e), tel: 0845-6011-410,
Ecotricity, tel: 01453-756-111,
RSPB, tel: 0800-028-8552.
|
Latest press releases 
