Roxanne Posted June 13, 2023 Share Posted June 13, 2023 9 minutes ago, 2112 said: Go in person to their office. It’s better face to face …………….. if you speak to them face to face, they can’t deny a conversation didn’t take place, and also you will have CCTV as back up. Thanks. I'm actually going to do just that 1 Quote Link to comment Share on other sites More sharing options...
2112 Posted June 13, 2023 Share Posted June 13, 2023 4 minutes ago, Roger Mexico said: Island Energy actually issued a press release last month saying they had "an issue with our customer service telephone numbers". I suspect the main reason is not enough lines with not enough people who know what they are talking about. Instead they are making people redundant. This mess up over the new system has been going on for at least ten months (they were already apologising last October) and doesn't seem to be improving. The one time I managed to get through I got someone obviously clueless who didn't do what they promised (even though it was just sending out a bill). I also sent a very detailed follow-up e-mail with all possible references etc and got a reply about a fortnight later and action about a month after that. So you might be better sending an e-mail and at least that will show you sent it and the info you gave. If you decide to go to South Quay, they seem to open 10-4 only. I went there nearly a month ago, 11-2.30 opening. 1 Quote Link to comment Share on other sites More sharing options...
Roxanne Posted June 13, 2023 Share Posted June 13, 2023 Just now, 2112 said: I went there nearly a month ago, 11-2.30 opening. Please tell me you're kidding. Their accounts are in turmoil, their computer systems are borked and they have more people than ever with genuine complaints and they've cut their front line staff down to 3.5 hours a day? Quote Link to comment Share on other sites More sharing options...
Roger Mexico Posted June 13, 2023 Share Posted June 13, 2023 13 minutes ago, 2112 said: I went there nearly a month ago, 11-2.30 opening. I was going on this, but it wouldn't surprise me to find they have reduced it even further without saying. 1 Quote Link to comment Share on other sites More sharing options...
2112 Posted June 13, 2023 Share Posted June 13, 2023 1 hour ago, Roger Mexico said: I was going on this, but it wouldn't surprise me to find they have reduced it even further without saying. They don’t like telephone calls and don’t like customers coming into the office ‘moaning’ at their incompetence. However, there are one or two decent people working in their accounts department. 1 Quote Link to comment Share on other sites More sharing options...
Numbnuts Posted June 13, 2023 Share Posted June 13, 2023 (edited) 1 hour ago, 2112 said: They don’t like telephone calls and don’t like customers coming into the office ‘moaning’ at their incompetence. However, there are one or two decent people working in their accounts department. But according to OFT and that wonderful Wannenburgh it’s all getting sorted… but it clearly isn’t as this has all gone on for around a year if not longer. I had an issue with their bill they sent but I clearly stated on my email to them they wouldn’t be getting any further money from me till they sorted out the issue. They acknowledged my e mail by return and that’s as far as it’s got and it’s 6 months and counting now. Unbelievable incompetent outfit. Not paid them a penny . Edited June 13, 2023 by Numbnuts 1 Quote Link to comment Share on other sites More sharing options...
Andy Onchan Posted June 13, 2023 Share Posted June 13, 2023 (edited) Our last invoice was read on 17/05 and arrived by post 07/06. The e-billing thingy hasn't worked since I signed up for it on 10/02/23. I can get access to "My Documents" after signing in but the last two invoices are not listed. ETA: And I do wonder how secure their server is given the fact that they can't even get the simple things right. Edited June 13, 2023 by Andy Onchan 1 Quote Link to comment Share on other sites More sharing options...
Major Rushen Posted June 13, 2023 Author Share Posted June 13, 2023 Absolute disgrace. Been buying bottled gas for 30 Years. Up to including Max Gas no problems. All of a sudden IOM Energy come in and we have what we have. People not getting billed incorrect bills. People who had paid getting final reminders threats of legal action. You have to feel sorry for all the people who worked for Manx Gas and now work for IOM Energy. Same people who had a working system now having to clean up an ongoing mess. IOM Energy Senior Management cannot cope. They have contracted a call centre in Scotland to collate all the complaints and queries, they cannot fix them, only log and pass them on. IOM Energy need to have a long look at themselves and those who created this mess should resign. Quote Link to comment Share on other sites More sharing options...
Jarndyce Posted June 13, 2023 Share Posted June 13, 2023 4 hours ago, Roxanne said: Top down (car, not me) I’m intrigued that you felt it was necessary to clarify! Quote Link to comment Share on other sites More sharing options...
WTF Posted June 13, 2023 Share Posted June 13, 2023 9 minutes ago, Jarndyce said: I’m intrigued that you felt it was necessary to clarify! it did save me a wasted journey 1 Quote Link to comment Share on other sites More sharing options...
Sheldon Posted June 13, 2023 Share Posted June 13, 2023 1 hour ago, Andy Onchan said: Our last invoice was read on 17/05 and arrived by post 07/06. The e-billing thingy hasn't worked since I signed up for it on 10/02/23. I can get access to "My Documents" after signing in but the last two invoices are not listed. Exactly the same for me. I can see historic invoices from when I set up E-billing many months ago, but subsequent bills aren’t in there and arrive by post almost a month after the readings. I’ve been emailing them since November about a simple billing error with no response. I eventually called them, got through, and they confirmed they had received my emails, and were “surprised” no one had got back to me. They promised a call back ASAP. That was two months ago now, jack shit since. It’s basic incompetence on an industrial scale, and the failure of the OFT to address it after all this time is shocking. 2 Quote Link to comment Share on other sites More sharing options...
Numbnuts Posted June 13, 2023 Share Posted June 13, 2023 7 minutes ago, Sheldon said: Exactly the same for me. I can see historic invoices from when I set up E-billing many months ago, but subsequent bills aren’t in there and arrive by post almost a month after the readings. I’ve been emailing them since November about a simple billing error with no response. I eventually called them, got through, and they confirmed they had received my emails, and were “surprised” no one had got back to me. They promised a call back ASAP. That was two months ago now, jack shit since. It’s basic incompetence on an industrial scale, and the failure of the OFT to address it after all this time is shocking. Totally and it’s clear that OFT have zero powers to do anything. Yes they’re good at debt advice and passing on our complaints but acting on them …Zero . 2 Quote Link to comment Share on other sites More sharing options...
Roxanne Posted June 13, 2023 Share Posted June 13, 2023 4 hours ago, Jarndyce said: I’m intrigued that you felt it was necessary to clarify! I thought it would save me from any comments of an innuendos nature. 4 hours ago, WTF said: it did save me a wasted journey I failed. 3 Quote Link to comment Share on other sites More sharing options...
Non-Believer Posted June 13, 2023 Share Posted June 13, 2023 For the third billing period in succession, IEG have failed to acknowledge my receipted payment of the previous amount and have added it on to the new invoice. I will once again simply pay the correct amount on the new invoice at the PO counter and ensure that I have a receipt. If it's queried by IEG I will then wave said receipt in their faces and tell them to fuck off, seeing as our Govt don't have the balls to do it. I wonder how many people are not realising this and are effectively stumping up twice by paying the full indicated demand though? Quote Link to comment Share on other sites More sharing options...
Numbnuts Posted June 13, 2023 Share Posted June 13, 2023 14 minutes ago, Non-Believer said: I wonder how many people are not realising this and are effectively stumping up twice by paying the full indicated demand though? This totally would be my worry…There has got to be many who have just paid and shouldn’t. It’s bordering on criminal what IEG are getting up too. And yes our toothless inept OFT and MHK’s are guilty of a total failure . Quote Link to comment Share on other sites More sharing options...
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