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 took what they wanted and sent invoices to match later.

It became so bad that we were in so much credit that we had to stop the direct debit. To which 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. I felt really locked into a no-win situation. This was bullying at its best.

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 in several ways to this specialist 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 want, failure to do so, rendered us in breach of contract, and the un-contracted rate would apply and if we left, the exit fee would be applied.  

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 and an exit fees, we paid all the usage invoices, leaving the exit fees unpaid. However, as is usual practice with Flogas, the invoices kept changing, and our account ended up in a credit of almost €2500.

I felt other businesses should be aware of the behaviour of this company and launched a Social Media expose of 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, but estimated invoices have been applied to the account for August to wipe out the credit balance, even though we ceased with Flogas early in July. 

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.

Today, 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.