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Manx Gas MEGA Price Rise


James Blonde
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31 minutes ago, BriT said:

One of my kids has just spent 3 weeks trying to pay their gas bill. Seems their system is totally screwed. 

Well clearly not in every case. A friend who has a standing order every month just got a bill telling him he owes them £900 plus . Standing order has always covered it particularly up to this time of year. God knows whats happening with there billing structure.

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6 minutes ago, Numbnuts said:

Well clearly not in every case. A friend who has a standing order every month just got a bill telling him he owes them £900 plus . Standing order has always covered it particularly up to this time of year. God knows whats happening with there billing structure.

He should query it apparently their new billing system is a total mess. It’s another thing our MHKs should be asking questions on. When you can’t even pay a bill as they don’t even know what the bill should be they can’t expect any cash flow from people paying bills. 

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Jo the Chief Executive was on MR apologising for the current cock up with the billing system.    Apparently they have a new one which is accepting Direct Debits but not showing them on customer’s accounts.    She maintains that only a handful of people are affected this is where her apology falls flat going by the number of complaints on FB.    She maintains that everything will be sorted out shortly.   

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11 hours ago, hissingsid said:

Jo the Chief Executive was on MR apologising for the current cock up with the billing system.    Apparently they have a new one which is accepting Direct Debits but not showing them on customer’s accounts.    She maintains that only a handful of people are affected this is where her apology falls flat going by the number of complaints on FB.    She maintains that everything will be sorted out shortly.   

@Sheldon linked to a letter from 'Isle of Man Energy' on their website, which I'm pasting in because I can't believe anything so inept will remain there for long:

OCTOBER 12, 2022

Our new billing system

What’s been happening?

We recently rebranded to Isle of Man Energy, launched a new website and implemented a completely new billing system. These developments have been introduced with the aim of improving your customer experience and to make it easier for you to do business with us.

Unfortunately, we have had some teething problems with the new billing system and it has not produced the customer experience we hoped for. We are therefore asking you to please bear with us while we resolve the issues.

When are you going to fix your billing issues?

Several of the issues, as outlined in this document, have now been resolved and we are continuing to fix the outstanding issues as quickly as we can.

Has the amount of my gas usage been correctly calculated?

Yes, you can rest assured that the actual amount of gas usage is correct. We have been working hard to ensure all information on future bills is correct and consistent. If you have contacted us via our website regarding this issue, we will review your account and endeavour to respond as soon as possible.

We appreciate your patience at this time.

Why do the payments on my statement not balance?

If you pay by Standing Order, or at the Post Office, some of your payments may not show on your statement.

We are also aware that some hire purchase or lease payments are showing incorrectly on customer accounts.

If you have provided a final read, your payments may not show at present.

The previous closing balance may reflect a payment that is also shown on your statement.

We are working hard to ensure all our customers receive correct statements and our new billing system has now had the appropriate updates to rectify this. We appreciate your patience, and will endeavour to respond as soon as possible.

Should I cancel my Direct Debit because of your billing issues?

No. Please continue to pay your bill in the usual way. If you think we have taken too much you can request a refund or make a claim under the Direct Debit Guarantee Scheme

How quickly will you respond to my query?

We are currently experiencing a very high number of customer enquiries, so it may take longer than usual for us to respond. We appreciate your patience. If you are calling to report a gas emergency please call the free 24-hour line on 0808 1624444.

What should I do if spot an error on my bill?

We are aware that some customers have inconsistencies on their bills and we have fixed the issues in our system that were causing these. If you have contacted us via our website in regard to this issue we will review your account and endeavour to respond as soon as possible.

We appreciate your patience at this time.

What should I do if I cannot get through to you by telephone?

We apologise if your call is not being answered. We are currently experiencing a high number of customer enquiries and we are working hard to answer them all as quickly as possible. We appreciate your patience, and will endeavour to respond as soon as possible. If you can’t get through to us on the phone you can contact us here but please note it may take longer than usual for us to respond to your message. 

You have taken my Direct Debit, but I have not received my bill?

Unfortunately, there have been some delays in sending out our regular bills. Your bill for September was issued at the end of the month, rather than during the month.

Why have I not received a bill?

We have been working to rectify the teething problems in our new billing system. Unfortunately, some of our customers had their bill for September issued at the end of the month rather than during the month. We have now fixed the issues in our system that were causing this.

We appreciate your patience at this time.

Have I received the full amount of my Direct Debit discount?

If you are a mains gas customer and pay by Direct Debit the full 1% discount has been applied to your bill in the usual way.

If you are an LPG or Mini Bulk customer and pay by Direct Debit the discount has not currently been applied. We apologise for this error, and we will arrange for a credit note to be applied to your account.

Is your invoice genuine?

Following the introduction of our new billing system the layout of your invoice has changed.  We are aware that it has a poor-quality logo and does not contain the usual level of detail that you expect (for example, a delivery address and VAT number).

Please continue to pay your invoice in the usual way as we can confirm that it is genuine. If you remain concerned please contact us and we will confirm the amount you owe us.

We are making improvements to the way invoices look, and these will be introduced as soon as we are able.

Our VAT number is 000037158.

 

Now computer billing systems have been around for maybe 50 years.  If they can't manage to get one right - and not just the odd thing that needs tweaking but a whole range of basic errors - then how much can they be trusted with more complex stuff that can be less easily checked?

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I’m still struggling with them. I get e-billing and I pay by fixed monthly direct debit. In May, and whilst off island, I received my bill to late April. Price had gone up, end winter, I had a debit balance.

immediately e-mailed to do two things. Increase the monthly DD, and for them to take the outstanding balance by DD. 

They did both. My bank statement shows the increased DD being taken from May, and the one off debit for the balance.  However the MG billing system has lost or misapplied the balance. It’s never been credited to my account, not just not shown.

Ive e-mailed and phoned. They’ve actually sent a schedule  of the DD monthly payments, gas usage, billing, but it doesn’t include the one off, a sum of £300. So, instead of starting winter with a credit, as I usually do, I have a debit balance.

Its frustrating. Worse they want me to increase my DD to clear the £300 off! 

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33 minutes ago, John Wright said:

I’m still struggling with them. I get e-billing and I pay by fixed monthly direct debit. In May, and whilst off island, I received my bill to late April. Price had gone up, end winter, I had a debit balance.

immediately e-mailed to do two things. Increase the monthly DD, and for them to take the outstanding balance by DD. 

They did both. My bank statement shows the increased DD being taken from May, and the one off debit for the balance.  However the MG billing system has lost or misapplied the balance. It’s never been credited to my account, not just not shown.

Ive e-mailed and phoned. They’ve actually sent a schedule  of the DD monthly payments, gas usage, billing, but it doesn’t include the one off, a sum of £300. So, instead of starting winter with a credit, as I usually do, I have a debit balance.

Its frustrating. Worse they want me to increase my DD to clear the £300 off! 

They even make certain areas of IOM Government look almost competent 

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55 minutes ago, John Wright said:

I’m still struggling with them. I get e-billing and I pay by fixed monthly direct debit. In May, and whilst off island, I received my bill to late April. Price had gone up, end winter, I had a debit balance.

immediately e-mailed to do two things. Increase the monthly DD, and for them to take the outstanding balance by DD. 

They did both. My bank statement shows the increased DD being taken from May, and the one off debit for the balance.  However the MG billing system has lost or misapplied the balance. It’s never been credited to my account, not just not shown.

Ive e-mailed and phoned. They’ve actually sent a schedule  of the DD monthly payments, gas usage, billing, but it doesn’t include the one off, a sum of £300. So, instead of starting winter with a credit, as I usually do, I have a debit balance.

Its frustrating. Worse they want me to increase my DD to clear the £300 off! 

 send them a legal version of fuck off then.

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9 hours ago, Roger Mexico said:

If they can't manage to get one right - and not just the odd thing that needs tweaking but a whole range of basic errors - then how much can they be trusted with more complex stuff that can be less easily checked?

At the risk of stretching tautology to the point where a mini black hole pops into spontaneous existence, was that a rhetorical question?

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2 hours ago, manxfisherman said:

The gas bills now come from the UK eh, did you notice that? 

They have done for a long time.  They used to use SwissPost to do so, who must have been a lot cheaper than Royal Mail, but delivery took so long that you had to assume that not only did the post all go via Switzerland, but they used actual snails to do so.

However the reminder letters were sent out locally, so arriving the next day.  As a result large numbers of people every two months would be asked why they hadn't paid before they saw the bill or even the amount that they had to cough up.  The poor staff on South Quay they had days of apologising to indignant customers.

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18 minutes ago, Roger Mexico said:

They have done for a long time.  They used to use SwissPost to do so, who must have been a lot cheaper than Royal Mail, but delivery took so long that you had to assume that not only did the post all go via Switzerland, but they used actual snails to do so.

However the reminder letters were sent out locally, so arriving the next day.  As a result large numbers of people every two months would be asked why they hadn't paid before they saw the bill or even the amount that they had to cough up.  The poor staff on South Quay they had days of apologising to indignant customers.

Fair enough, I didn't know, not had gas for a while, but my mate was waving his bill around shouting the other day and I noticed the UK Mail logo on the envelope. 

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On 10/23/2022 at 11:40 AM, hissingsid said:

So, Jo reckons that only a few of their customers are affected which contradicts the letter that states……we are currently experiencing a large number of customer enquiries…. you could not make this up .

Mrs P has been arguing with them for literally months trying to get a bill that is for the correct period and for the correct amount.  We've had a few 'corrected' bills through now and they've all been wrong. 

Then on Weds last week I had them DD £400 from my account.  Then it got returned on Friday! 

In the grand scheme of IOM shambles, this is right up there.  

 

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