I touched on this subject in another thread but things have moved on a little but not really in the way I thought they might or I thought that they should do. To summarise. I was under a fixed term (December 2013-December 2014) with Daligas paying via Direct Debit. Last month I received a bill for £354 I immediately phoned them and although they have a pretty rubbish contact system I eventually spoke to a customer service rep. Who told me that the bill comprised the difference between gas used and gas paid for. She then went onto tell me that it also included £193 because at contract end Daligas also stopped taking money via Direct Debit though she could not explain why. AShe also said that they had asked for a meter reading via email last December, something I did not receive. The first metre reading request I got was uin May. Quickly moving on I submitted a complaint asking Daligas to answer two questions and to provide me with a copy of the original email of December asking for a meter reading. The questions were: Why were no further monies taken via Direct Debit from December 201?. Why did your company do nothing about the mounting debts for 5 months? Even though their complaints process is supposed to take a day according to their complaints process It took that long just to get an acknowledgement that I had submitted a complaint. They responded to the complaint three days later ignoring all questions and not providing a copy of the alleged December email. I responded by again asking for answers, they have ignored me. I again submitted the request on Wednesday and again nothing. I would like to point out that i have nothing against paying for the difference in gas used and paid for but I do have an issue with the £193 because they ceased taking payment via Direct Debit I can find no explanation for it in Daligas's T&C's and I have not had any explanation as to why this was done. As far as I am concerned I have been put in unnecessary debt by this action. So what is my next step? Would this be the Energy Ombudsman? I admit to being slightly wary of the effectiveness of these so called independent bodies having some experience with both the Information Commissioner and SPSO with having to take their decisions further when they were at odds with the evidence. This whole issue is seemingly at odds with much of what the CEO of Daligas spoke of in his published interview. Who also ignored an email sent to him personally in the hope of achieving an amicable settlement.
Result An apology for poor service with the handling of my account and a hundred quid off the bill which was my counter offer to their offer yesterday of fifty quid reduction.
You should run an outsourcing service. People give you their issues with their vemdors. You badger the vendor on their be half until resolution.
Was very little badgering involved. I asked questions they either could not or would not answer. But they did have some rather odd business practices. I did not dispute the bill as such just the way they arrived at the total and they way they handled matters when I asked quite reasonable questions.
This matter has taken a turn for the surreal. As I stated Daligas agreed to take £100 off the bill as a goodwill gesture for the mistakes they had made. Bizarrely they were going to pay this £100 to me on the 19th July then take it back along with the rest of the outstanding bill on the 26th June. This was proposed by Daligas on the 10th of July when I emailed them and said surely it would be easier to send me a revised bill with the £100 deducted. I heard nothing back in fact I have heard no response to emails. phone call call back requests and letters to the complaints department and the two directors. Due to one problem and another I have only just been able to access the account set aside for bills and find not only has the £100 not been paid into my account but neither has any money left apart from my normal monthly gas payment. And I have switched to OVO so that standing order will be terminated tomorrow once the this months dues has been paid. I am a bit dumbfounded to tell you the truth as I have not got a clue as to my next step as they do not seem to want to communicate by any means. I
Seriously, you should just email Watchdog with this. Wouldn't be surprised if there was a few more people experiencing this.
Why according to Daligas I owed £354 reduced to £254 but they do not seem to want it as communication from them has totally ceased. As I said I have no idea what I should do or even if I am obliged to do anything further than what I have already done to try and resolve this matter.
I assume you mean June? If so I would send an email to them covering all of the previous events, just to cover your ass if nothing else. I can't really see what else you can do tbh.
Yes I meant June and I have already done what you suggest in a registered letter to the complaints department and copied to the two Directors on the advice of the Energy Ombudsman. Oh well I am £354 better off.
This makes it easier as they will send you a final bill once the switch completes. Cancel the standing order/direct debit now so they cannot take any more money, then once the final bill comes call them up and pay it by card.
You cannot call Daligas as it uses a call back service and no one wants to speak to me as I do not get a call back. As far as I am concerned I will pay anything that is due other than the disputed bill as it is they that have chosen to cease communication on the matter.
Gas is now moved to Ovo and I am £354.56 in pocket as Daligas must have just given up on trying to claim I owed the money. Which is odd as we had agreed a reduction of £100 but when I questioned why they wanted to pay me the 100 quid then I in return would pay the £354 I heard nothing back and they have refused to answer letters, emails or return phone calls since. A fantastic win.
