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Iresa still struggling to refund customers and answer phones

Nic McBride

Nic McBride
Feb 12, 2018

Embattled energy provider Iresa is still struggling to refund customers, who are owed hundreds of pounds.

Yet another case of them holding on to money that’s not theirs has come to light.

Meanwhile their customer service seems to be non-existent with phone wait times of extending on for hours.


Flame silhouette

We recently told you how it took six months for Iresa to refund Annette and Rob Hargreaves the £200 they had on their account.

Now we've heard from another upset former Iresa customer, Kyle Johnson from London, who is owed £356.

"I am at the end of my tether with Iresa," he told A Spokesman Said.

"Despite closing my account and moving house in mid-December last year, I have had no communication from them about when I will get back the £356 credit I built up from the direct debit."

At first Kyle was told it would take six weeks.

"Which is already a ridiculous time frame in which to give someone back their own money," he said.

And you know where this is going.

"After the six week mark I called again and have been told that the final bill hasn't been generated despite me giving all necessary readings when I vacated the property."

Kyle was told it would take another four weeks!

"I feel like they are taking the mickey, I am completely at their mercy."

Irate Iresa customers told "pay up", and forced to wait hours on phone
Iresa takes incompetence to a new level – unable to give a final energy bill for five months
Iresa FINALLY refund customers £200 - after A Spokesman Said steps in


"Please stay on the line your call is valuable to us"

As if it wasn't bad enough that Iresa haven't refunded Kyle his money, they are also becoming notorious for extremely long wait times.

Kyle said he has had to wait up to 70 minutes to speak to someone.

A Spokesman Said has received nearly 20 complaints from irate Iresa customers in the past eight months - most of which are to do with customer service.

Paul Williams wrote to us last week to complain that he had been unable to contact Iresa: "Waiting time of two hours plus on phone, and the website is down," he wrote. 


Flame silhouette

Meanwhile, Andy Bush had a similar story.

"Customer service is pretty non-existent, if you need to call them, average queues range from 50-70 and you will be waiting for AT LEAST an hour."

Grahame Burnip is yet another upset Iresa customer, waiting for a credit and fed up with wait times

"I moved house in early November 2017. Iresa were my energy suppliers and I’ve used them at my new house.

"They created a new account and closed my old one, there is a credit of £100 on my old account.

"I’ve raised this with them numerous times, they acknowledge they owe me a refund but nothing happens.

"You can’t get through on the phones, typical queue is over 50."


Iresa responds, sort of

We went to Iresa and asked them why Kyle had to wait for his refund.

Iresa didn't exactly fill us with confidence in its response:

"We are sorry to hear about this particular incident however we do not discuss individual customers accounts due to data protection regulation.

"Iresa’s policy is to ensure all customers are treated fairly."

There are probably quite a few Iresa customers who might say otherwise.

Iresa said it took customer issues seriously.

"We are continually working to improve our customer's experience and will continue to do the same until we are able to provide our customers with some of the best experience in the market."

Let us remind you that Iresa's website claims that it believes its customers "deserve the best".

"We will not only listen. We will swing to action," the website says.

It sounds to us like Iresa aren't swinging anywhere.