It all started when I joined FU in April 2012,I contracted into their iSave v9.2 tariff which is a duel fuel tariff however they failed to switch the gas over from my previous provider and were only billing me for the electricity.The problems started here with the electricity as I had two meters (1 for night rate and the other for day rate) unfortunately they did not have the facility on their website for accepting two meter readings so I was unable to input my electricity readings so they continually estimated my usage (overestimated I may add).Then they eventually switched my gas over and I now had both my gas and electricity switched to them however I still could not input my electricity meter readings and despite numerous e-mails (which on average took at least 7 days for them to respond to) they continued to estimate.Eventually they conceded that there had been a problem with the setup of my account so they did what they called a "credit and re-bill" on my account which means they closed my account and opened a new account and sent me a 'revised' bill for £964 which I immediately disputed as what they had done was they added up all my usage since joining them and that was the amount they billed me for however they failed to take into account (despite my telling them) the payments I had been making by direct debit to them since I joined them.They then set up a new direct debit with my bank (without my knowledge) and took the £964 from my account,luckily we noticed the debit on the day that they took it and had it 'reversed' by my bank-so there are a number of issues here:-
1.Are they legally allowed to open a new direct debit account with my bank WITHOUT MY APPROVAL?
2.Can they legally take an excessive amount out of my account DESPITE my telling them that their billing was incorrect?
3.How are they allowed to conduct their business in a manner that 'ensures' that the customer is the one to be 'out of pocket' by 'overestimating' the readings or if any problems arise with the account or billing?
Whilst I'm not one to 'put pen to paper' over such issues I think that I had a duty to make other 'potential' customers aware of their service and to 'think twice' before joining them.
Rachel Lightbird found this review useful
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