Iresa Limited Reviews 1,267

Horrible customer service. Complete incompetence

No stars would be ideal but trust pilotslowest is 1 star!
Worst experience ever.customer services dont give a damn, they are arsey, and you have to gwt strict to get any money back. I went back to BG and they helped me against iresa ( advise and worked within a week) had to wait 4 months for a refund over a dispute over less than 10 pounds gbp of gas and it was iresa at fault. If you are with them now I advise you leave as I am one of many.... I thought... I dunno what all these complaints are on about; until I had billing descrepencies where they charge you what they want you to consume and usually alot higher than your usage. Then leaving... Good luck with that.... I will think carefully before switching to a small company..... Extremely careful.

Very cheap and good if you enter your meter readings. Haven't had a problem with customer service

Shocking. They genuinely do not know what they are doing and trying to leave them is virtually impossible because they are in such a mess. I've run easier ultramarathons than dealing with them.

I'd recommend not using them but the Ombudsman has banned them from taking new customers.

They are a shambles and should be running a railway.

We finally managed to rid ourselves of Iresa very recently but still unsure how they arrived at the final figure we were stated to owe as we only ever received one proper bill. We were so relieved to be able to get away that we just didn't care any longer!
The whole experience of dealing with Iresa was a nightmare. There were failures to take direct debits, a double direct debit taken one month.
The worst aspect was making contact. They failed to appreciate the content of very clear e mails, any phone call made to them generally involved a waiting time of an hour. After the call we invariably received a mail to the effect that the issue was resolved, which it rarely was.
I have posted my experiences of this company several times previously. I see they have been rated worst energy company, which as far as we are concerned is very richly deserved and if they lose their licence that will be equally deserved.
Fortunately for those reading this they won't be able to sign on as a new customer as Iresa is at present banned from taking on new business.
What would have been funny if it wasn't so serious is that they treat a nil balance as a 'debt' (their term for a debit balance). Personally I object to anyone saying I'm in a debt situation when that is contrived by their delay in crediting payments to the account and then loading on standing charges and payment is being made regularly by direct debit.
The below response is a load of garbage. If that is the situation why were we not informed following our numerous complaints. What does 'supposed' mean in this context? Surely the idea of paying upfront by direct debit is that sometimes, usually in the winter you will be in debit, sometimes in credit. Iresa have never cottoned on to how offensive the expression 'in debt' is to someone of my generation. Also you CANNOT pay for something in advance when you don't know how much it will be. They chose the amount of the direct debit not us. The difficulty in leaving was that as soon as a payment was made to bring us into credit standing charges were slapped on and the payment not credited immediately. We would make an arrangement for a payment allowing us to leave then because of the appalling way accounts were managed we would be put into debt. We have never received accounts based upon final readings. We were reluctant to be in credit for much because our landlords who occupied the property previously had to wait months to get their account sorted. Also we have read on here how difficult it is to secure refunds.. We were not treated with any respect, don't even start me on that. We are just happy we were able to leave without being owed anything, eventually.
The response also ignores the fact that each time we made an arrangement to pay the outstanding balance, never more than a very few pounds, against the promise of them agreeing to a transfer, their tardiness in crediting the account and the speed with which they debited the standing charges (only once were we debited with an actual consumption) meant that we could never hope to be in credit unless by the significant sum they clearly hoped to gain. Obviously we were unwilling to do this in the circumstances as it was their dishonest manipulation of the account which was causing the situation. I did start a complaint with the ombudsman but withdrew it on a promise that it would be sorted only to have to threaten it again with the threat of a claim for the cost of my wasted time. That actually worked

Prices were good, switching was easy enough. Submitting online reading was also fine.
Leaving was a big problem.
It was a rented house, when we left gave final readings and asked them to send a final bill to the new address.
The failed to do that and then took readings from the new tenant on our account! Tried to bill us for that!
Waited 6 months for their CS team to sort it out and then took them to the ombudsman to get our money back. Which we did.

Customer service non-existent which would be fine if their website allowed you to be self sufficient - but of course - it does not.

If you have no reason to contact Iresa then you're ok. However, if you need to contact them you're out of luck. Such poor customer service. Perhaps the worst I've ever experienced. I left Iresa in March 2018 and they did not generate or refund any in credit balances automatically. I have just yesterday (22/06/2018) contacted them to ask to generate a a final bill.and refund my balance. They have finally generated a bill.

They seem to not like responding to support tickets other than canned responses and I'm sure would have had no intention of refunding my balance unless I had contacted them first.

I have also contacted them several times as I had built up a credit on my account and requested a refund mid term. They completely refused to refund my money, sent canned responses to support tickets and eventually stopped replying.

If you value customer service do not buy your energy from this company.

Truly poor company. Can't undertake effective billing, poor telephone help desk (last time I was number 75 in the queue...), and fails to deliver effective solutions through its online 'Customer Support' portal. Oh and when you do want to close your account it can not 'find' payments and continues to send 'weighted' reminders. Do not touch........

Unfortunately for me I moved into a property that was supplied by Iresa and was forced to open an account with them in order to switch. I wish I had never done this!! I then immediately applied to switch suppliers and they continuously objected saying I was in debit even though I’d never been supplied by them. I was forced to sign up for a direct debit and be on supply with them for 2 months. They even had me pay an extra amount over bacs to clear debit but then never credited my account, even though I see it left and went to them on my bank statement! Months later and hours of phone calls to their customer support and I’ve finally managed to switch or so I thought! I’ve just now received an email from iresa saying they can’t issue a final bill as they haven’t received my final electricity reading from my new supplier! I know this is a lie as I have an email dated a month ago from my new supplier saying my final electricity reading has been accepted!! It’s an endless nightmare with this company !! Be warned!

If I could, I would rate 0 stars.

Problems with Iresa since the day we joined them (against our will, I may add, as they would not release our supply to new suppliers when we moved into the house; previous owners had used Iresa).

Our account was not set up properly for months. An initial direct debit was taken and then never repeated. Constant attempts to contact them and I could never get an answer on the phone and they never responded to my online tickets.

Eventually we decided to leave, but they blocked our transfer as we were in debt!! So we paid them over £700 to clear the debt, and still they blocked our transfer.

Finally the Gas switched to our new supplier (hallelujah!!) but even now, 4 months after requesting a switch, our electricity is not switched. We are no longer in debt (Iresa insisting on us doing bank transfers to pay the debt).

I sincerely hope Ofgem shut them down. Then I might be able to transfer somewhere else....!!!!!

Do not be tempted to join Iresa Energy.
The lesson learned here is to come onto Trust Pilot and read the reviews of an energy company before committing to transfer services.

It is now almost the end of June and Iresa has failed to provide a May 2018 energy bill.

I applied to transfer services when the 12 month contract ended, especially after reading the poor reviews. They objected to both gas and electric fuel transfers saying the account was in debit.

I then paid £196.54 on 16/05/2018 by bank transfer as according to their billing this amount was required to bring both accounts into credit.

It is now 20/06/2018 and Iresa have not credited the money paid in May to my account. Looking at the list of payment transactions it is not there. They also collected £69 by Direct Debit on 01/06/2018 and this is down as 'pending' yet the money definitely left my account.

Iresa has objected 3 times to the suppliers request to transfer.
Several phone calls and tickets raised in the portal and no useful action to resolve the issue.

I have used more than 20 different suppliers for energy and whenever there is a transfer request I am presented with the final bill which is always cleared before leaving. I have never experienced this objection.

You cannot get through to accounts.
They do not answer your queries by phone or email.

Basically they are as useful as a chocolate teapot. They should not be allowed to continue operating. The licence should have been revoked a long time ago.

The Direct Debit has been cancelled. I have managed to get the Gas transferred. Now to continue with the battle of getting the following:
An up-to-date bill
Money they have been paid credited to my account
Electricity supply transferred
Any credit back to me.

Update: Finally yesterday I've now seen the bills for May 2018. Only took Iresa 25 days to produce and make upload the bills into my portal.

26/06/18, apparently the Electricity is £93 odd in credit and the Gas account is £135.85 in arrears. Today I have made a payment of £135.85 to clear the Gas balance and emailed Iresa to confirm this payment should be allocated to the Gas account only. They can then close the Gas account as Gas is now being supplied by Utility Point.

I will submit an electricity meter reading by Saturday 30/06/18.

Now the aim is by 17th July the £135.85 should be credited to my account and by 25th July they should send me the electricity bill for June 2018 (one can hope!).

My electricity account should still remain in credit and at this point I will ask Utility Point to request another transfer.

If Iresa still decline with the account in credit then they most definitely are intentionally being obstructive.

Wish me luck!
I am going to initiate a complaint so that if need be I can take this company to the Ombudsman in 8 weeks.

DO NOT USE THIS COMPANY.
BEWARE!

Terrible company to deal with. They do not reply to emails despite stating that they are predominantly an online company. Every time I phone the call centre the computer systems are "being updated" and they are unable to access any customer information. My issue is incredibly simple and should have been resolved weeks ago but they seem determined to not help. Avoid ever becoming a customer if you can. Unfortunately I moved into a house where they were already supplying and now I can't get away from them.

NOT EVEN WORTH 1 STAR!

Absolutely awful company. Do not be conned by the low prices from the offset! If you go into credit when it is time to switch suppliers, they will do all they can to not return the credit!!!! Took me 11 weeks to retrieve my credit, emails/ calls/ ombudsman/ more calls! DISGRACE, KEEP AWAY!

I moved my supply from Iresa in December 2017 and after months of calls , emails , and even help by the Ombudsman , thought that all the triple charge , incorrectly calculated bills were resolved . I had finally received and paid the final bill . I even had an email from the Ombudsman & Iresa saying that the final bill had been done . Hooray I thought I am free of Iresa !
But no ! I hadn’t asked for the account to be closed apparently ! I thought that automatically happened when you paid the FINAL bill . So Iresa doesn’t close your account after you’ve left & paid what you owe . After you’ve had a little rest for a month or so they can apply ANOTHER estimated bill to your account , without any communication (no email / bill) Here we are back at square one again ! . Further the Ombudsman say this is a whole new complaint , really? No wonder these cowboys are able to keep going !

Thank you Martin for your response to my review. I would very much like to give you example of the tickets I have received from your customer services when I first joined. However since I have ended my contract with you I don't have access to this account anymore as your website won't let me log in anymore. So now I don't have access to those tickets or indeed the invoices you generated for me.
I don't know which customer relations course you have been on Martin but if you say you do take customers point very seriously can you explain the very large amount of negative reviews you are still receiving. You can understand from my perspective you words of apology or that I had problems with my account mean very little and understandably unbelievable.
On top of the customer relations issue which I presume you trying to correct so promptly because of the interaction from ofgem. I still have had no explanation on why my invoices where calculated incorrectly or why my start date with your company was not honoured or why you could not refund my credit when you generated my final invoices after the two weeks as stated in your terms.
It's just another failure one of which I'm glad to have walked away from

Switched to Iresa in August 2017, gave them my electricity meter readings as requested, Reading 1 (Day rate) Reading 2 (Night rate), they acknowledged my readings but for some reason switched them over on the actual web portal, I have been trying to get a resolution to this issue for 10 months to no avail, there people just say it will get rectified but never does.
At one point they tried to blame my previous supplier, but I sent them a copy of their closing statement, that stopped that excuse, on another occasion I was asked to watch the meter and tell them which number was changing, it was 12:20 PM and the day number was changing, what a surprise.
The price they charge maybe good but the cost in time and effort of making sure the account runs in credit is just not worth the hassle, my contract ends in August thank god.

I was asked to forward my account number to someone called Martin 3 days ago which I did he was the third person to say he would get it resolved.
I had an email from Iresa last night to enter my meter readings, I just entered them same old issue, this was the readings sent to Iresa last August Please find below, a summary of your submission:
Meter Id: K~~FV~~~~~~~ :: Reading Date : 14-Aug-2017 :: Reading 1 : 16932 :: Reading 2 : 41946.
Readings entered today 20668 43712.
Message back from Iresa when I entered today's reading as follows:-
"Electricity reading is less than the last valid reading 41864.4,16929.4 Date:2017-08-14"
Thanks Martin, job well done, 312 days still not working.

Are well, spend the next 30 minutes with my trusty calculator calculating my usage and making sure I’m still in credit, Us OAP worry about energy debt, not that Iresa would care.

Disgusting service i have been emailing Iresa for a refund and a complaint reference but have so far been ignored or fobbed off. They really do need pulling in line and all staff re trained. The savings that I have made have now been dissolved in time and wasted communication to a company that ignore you. Just a quick update my credit has now reduced slightly but no new bill has been issued or explaination, luck enough i took photos of the original credit. Still no update from the tickets raised or the complaint email. Just the below from Martin which is vague as to what he wants I have however fully briefed Martin but heard nothing back yet.THIS MADE INTERESTING READING Iresa have been banned from racking on new customers and have been given 3 months to sort out there problems failure could see often taking further action.They have been ordered to extend call centre hours and respond to emails within 5 days THAT'S FIVE DAYS. THAT'S YOU IRESA It also states under section 27 of the gas and electricity supply license conditions companies must refund you your credit balance either automatically or at YOUR REQUEST THAT'S YOU AGAIN IRESA MARTIN IF YOU ARE OUT THERE I AIN'T GOING ANYWHERE UNTIL I HAVE MY MONEY

Update: Iresa have sorted the issue, did take a long time but was eventually sorted.

I have a number of properties on Iresa, setting up an account is easy, however, when you leave & want to close the account it's a nightmare!

They've carried on charging me for 2 properties (one of them I moved out nearly 2 years ago!) despite receiving communication that I had left & me providing them with final meter readings. I sent a message in November to remind them to close the account, received a reply in May & this still isn't finalised.

I would give them less than one star if that was possible. They are the most unprofessional bunch in the energy sector. Complaints are ignored and my attempts over the past 4 months to get a repayment of my overpayment after my contract with them ended has been either ignored or fobbed off with a generic meaningless reply. Their CEO does not reply to emails either. DO NOT UNDER ANY CIRCUMSTANCES USE THIS COMPANY

I've got to add that Martin was s good as his word and sorted out my refund BUT this shouldn't be reliant on someone intervening after a public posting. The culture and systems of the company all need examined. CEOs who are emailed complaints in my experience get people to resolve these ASAP because they care about the companies, and by extension their reputation, not ignore them because they are too busy.
Thanks Martin but no change in my rating - best of luck and I hope the company turns round. I won't be back though.