NEWS
Flogas – The Irish States regulated Legal Criminals.
Our story outlines the abuse of power by the Irish state-regulated Flogas. In my desperation to resolve this abuse, I sought help from Leo Varaka – The Taoiseach of Ireland. Eamon Ryan, The Minister for Transport and Energy of Ireland, The CRU, The Commission for Regulation of Utilities and Flogas. No help was available. This story is about the abuse of power and how the Irish State supports companies to be Bullies.
Our troubles started with Flogas Ireland in September 2022. The issues stemmed from their abuse of power, particularly their abuse of our direct debit mandate, which we signed in good faith.
Flogas withdrew random amounts of money whenever they chose, although their terms stated that an invoice would be raised and a debit would occur seven days later.
They used the signed direct debit, signed in good faith, to extract random amounts of money from our bank and followed that with invoices to match later. Irrespective of proof of usage.
It became so bad that we were in so much credit that we had to stop the direct debit. They claimed we were in breach of contract. I offered to settle the account within 15 days after EFT raised the verified usage invoice. The answer was, “NO, you must sign a new direct mandate.”
Flogas threatened to charge us the un-contracted rate if we didn’t re-sign the direct debit mandate. This would have doubled our already costly energy charges, and if we attempted to leave Flogas, they would apply the contract exit fee of €7500 to the accounts. Despite the fact we were not in breach of contract. I felt really locked into a no-win situation. This was bullying at its best.
I took ethical and legal advice, and both were of the opinion our company were being bullied and we were better to exit now and protect my company rather than leave the situation to fester.
I had complained to Flogas for six months about their abuse but was met with a non-listening defence: they were right, we were wrong. I complained to the CRU in around the end of May, but it seemed I needed a concluded complaint case before involvement. I therefore sought a complaint number from Flogas.
Flogas assigned me a customer Specialist, who gave me the complaint number. I explained our position to this specialist in several ways, and I failed at every attempt at resolution. She repeatedly advised me to either sign a new direct debit mandate and allow Flogas to take what they wanted. Failure to do so rendered us in forced breach of contract, and the un-contracted rate would apply, and if we left, the exit fee would apply.
Our account was now in credit, the specialist gave me a statement as part of her complaints process. But when I tried to reconcile the account to align with the Flogas web portal, where I was continuously directed to go for account information, invoices, etc., I found several items on the statement that were not on the portal, and I did not have these details either, I raised the matter with the specialist, to be informed, “don’t mind those items”.
After multiple email correspondences and being assigned four specialists, I Failed to find any resolution and worrying excessively about what might happen, I decided on one final compromise: I asked the specialist, “If we sign a new direct debit mandate, could she guarantee me that Flogas will only debit the account after a properly verified usage invoice was issued”. Her answer was “NO”. She could not guarantee that. So we were forced to leave and seek a new supplier.
After we moved our account to a new provider in mid-July. I then received an email from the accounts department advising me that they would block any attempt we made to move to a new supplier. Blacklisting us in any move. Despite the fact, that our account was in credit.
The final invoices were raised, we paid all the usage invoices. However, as is usual practice with Flogas, the invoices kept changing, and our account ended up in a credit.
I felt other businesses should be aware of the behaviour of this company and launched a social media expose for Flogas. That day, I received an email from Alan Kiely, Customer Services Manager, who wanted to talk to me on the telephone. I suggested that email was the only conduit I was comfortable with, to which he agreed. He asked me to stop my social media exposure until he had investigated the matter. I agreed. He emailed me several times over the following ten days, advising he was investigating the issue; this went on until he advised he had concluded his investigation and wanted to discuss the matter with me by telephone. Again, I suggested email. He replied, advising a draft reply would be issued the following week. No reply ever happened.
To further insult an already inflamed situation, I requested a refund on realising the account was now in credit. I received confirmation that the refund would be in our bank within ten days. Ten days later, there was no refund, so I emailed them again, seeking the refund; this time, I was told we could not have a refund unless we signed a Direct Debit Mandate.
I complained again, seeking a refund, this time I was told a cheque would be issued within 10 days. No cheque has arrived.
This company is a legal criminal. They have caused me so much stress, anxiety, and frustration. It is a disgrace that companies like Flogas are allowed to behave as they do.
A complaint has been lodged with the CRU today, 7th September. Let’s see what happens.
On September 10th, we received a handwritten cheque for a partial amount of what was unlawfully taken from our bank. I am grateful to have received the payment. But it does not negate their appalling behaviour. I will await the outcome of the CRU.
On the 20th of October, we received a letter from these criminals demanding €3264.48 in outstanding fees. Now, considering we ceased trading with Flogas at the end of July, and the account was overpaid, I was shocked that the abuse continued and invoices made up as they went along. I replied, stating our case that the account was at zero and advised I would invoice Flogas for each correspondence after that, except for an apology.
Yesterday, the 24th of November, we received a solicitor’s letter from the “super solicitors” IVOR FITZPATRICK Solicitors, who represent Flogas. They demanded €5352.03. It just gets better and better. Numbers were picked from the sky and applied to our account. Meanwhile, today, the 25th of November, our Flogas invoice portal, where we are instructed to get account information, shows a credit of €1342.93.
Despite being warned that each correspondence issued in this case, save for an apology, would be reciprocated by an invoice of €500+Vat, they just keep ignoring my letters and emails and keep banging away. Today, 1st December, we had a demand from LCMS LTD T/A Legal and Credit Management Services, demanding €3264.48, a different amount, but that is why this dispute exists. I responded with my usual objections. To my utter surprise, I received a response from LCMS stating that it was an error that Flogas had engaged them in this matter and that they were not acting for Flogas in this regard and to delete the email. But following that, I received a follow-up email from them, wishing us well. This was indeed heartwarming, given the experience we have endured with Flogas. There are genuine and authentic companies out there.
Silence and peace have reigned since I wrote back to both IVOR FTZPATRICK Solicitors and LCM Ltd, until today. Today 11th January 2024. I received a letter from IVOR FITZPATRICK Solicitors. Here is the extract:
“Our client has confirmed that an overpayment was made of €1,342.93 in relation to your Gas account with Flogas. A refund cheque was issued to you, which has yet to be cashed.
Our client has further confirmed that if you wish to transfer this credit over to your Electricity account, they will accept this as a settlement and not pursue the remaining balance due.”
For the sake of peace and a quiet life, I replied, stating that I agreed; I did not send an invoice for time wasted as I assumed the matter was now closed.
Today, 25th January, I received an email from IVOR FITZPATRICK Solicitors seeking payment. When I asked for clarity, I was sent a copy of my letter, where I agreed to their settlement. At this point, I am unsure if it’s me that’s dumb or the people writing to me.
However, it is unacceptable harassment and bullying.
The frightening thing about this case is, it is not isolated. If you read the comments on social media and Google, you can see this abuse is rampant from Flogas, and the Government or the CRU does nothing.