Updated 27th June 2019

OneSelect customers who did not transfer to Together Energy but have an outstanding credit balance

If you have recently received a letter from Together Energy giving insutructions on how to claim your credit balance, we need you to reply to this in order to refund the credit sum outstanding to you.  As soon as we have received these details, we will refund this directly to your bank account within 10 business days.

If you have any concerns or enquiries regarding this matter, please contact us on 0333 150 1699 or alternatively, you can email us at support@togetherenergy.co.uk

OneSelect ceases trading: What you need to know

How am I affected?
Ofgem, the energy regulator, has appointed Together Energy to support OneSelect’s customers after the company ceased trading on Monday 10 December 2018.

  • Together Energy automatically took over your account on Friday 14 December 2018 without any action needed from you
  • Your energy supply continued uninterrupted
  • Your credit balances will be protected: any money owed by OneSelect will be credited to your Together Energy account
  • You should now have received confirmation that your switch to Together Energy is complete. If you wish, you’ll be able to switch away to a new supplier

Why were Together Energy appointed to take over my account?
We demonstrated to Ofgem our ability and commitment to making the process as seamless as possible. Ofgem assessed our offering to former One Select customers as competitive and best placed to suit your needs at this time.

Billing and Payments

Will Together Energy be honouring my fixed tariff agreement that I was already on?
We’ll be moving all OneSelect customers onto a special tariff for 6 months, after which the tariff will revert to our standard variable rate. This deemed tariff was agreed by Ofgem.
The tariff won’t have exit fees, giving you price certainty for the winter and you can always move to another tariff if desired, once the registration process is complete. This is competitively priced based on today’s wholesale costs.

How much will I now be paying?
We sent customers an email with details of their tariff on 18th December 2018. If you did not receive your email please check it hasn’t gone into your junk or spam folder, or otherwise please contact us and we will provide further information.
We can be reached on 0333 150 1699 or via email on support@togetherenergy.co.uk.

Will I be able to leave without exit fees?
Yes. There are no exit fees on the deemed tariff you’ll be joining.

When and how will I receive my final bill for energy supplied by OneSelect?
We have now provided over 99% of the customers who transferred to us from OneSelect their final balance with OneSelect when they ceased trading on the 13th December 2018.
We worked extremely hard using the data we received from OneSelect and the meter reads we received to ensure that your balance is accurate.
We have set up a unique portal for OneSelect customers to view their bill electronically.
If you have any queries about your account balance, please contact Together Energy in the first instance at togetherenergy.co.uk/contact-us/.
If you have not received your link you can email together to request one at: oneselectbilling@togetherenergy.co.uk.

Accounts in Credit or Debit

I left OneSelect before they ceased trading and had a credit balance. Will I get my money back?
Yes, you will get your money back. We are honouring outstanding credit balances for past customers of OneSelect who were still owed money when OneSelect stopped trading.
If you have not received your final bill from OneSelect we can share that with you and process your refund.
We will share with you a secure link that allow you to enter your bank details so the refund can be processed to your bank.
If in the queries about credit on your account, we can be reached on 0333 150 1699 or via email on support@togetherenergy.co.uk.

I was in credit with One Select when they ceased trading. Will my credit balance be honoured?
Yes, we are honouring credit balances for customers of OneSelect who transferred to them when OneSelect stopped trading. Your credit balance will be added to your Together Energy account balance.
Most OneSelect customers have now received a bill from Together Energy up until the 28th February or if you decided to move on to another supplier, the date your supply ended with Together Energy.
A minority of customers will not have received a bill yet as we work through industry processes to onboard, offboard accounts, or handle any disputes you have raised regarding your balance with OneSelect.
We are processing refunds in line with their refund policy togetherenergy.co.uk/refunds.
We will be contact you with details of any credit on your Together Energy account. If for whatever reason you have not heard from us, or you have queries about credit on your account, we can be reached on 0333 150 1699 or via email on support@togetherenergy.co.uk.

I’ve left One Select but I owe them money/ I was still with One Select when they ceased trading and I had a debit balance. Will I need to pay it back?
Yes. Any debts (debit balances) owed by customers of OneSelect when they stopped trading are still owed to OneSelect.
OneSelect Limited and the Joint Administrators have entered into an agreement with Together Energy Ltd, appointing Together Energy Ltd to collect the outstanding debts on OneSelect’s behalf. In turn, Together Energy has appointed Opos Ltd to collect certain debts (debit balances) owed by customers of OneSelect when they stopped trading whether they had already left OneSelect or transferred to Together Energy as part of the Supplier of Last Resort process.
You should have received a link from us containing your OneSelect final bill. This details how much in debit you are. If you wish to query the balance, we can be reached on 0333 150 1699 or via email on support@togetherenergy.co.uk.
If you have not received a link you can request one at oneselectbilling@togetherenergy.co.uk.
Opos Ltd will contact you to advise you of any debt (debit balance) and discuss repayment arrangements. Payments should be made to Opos Ltd.

I’ve been contacted by Opos Ltd to advise that I owe money to OneSelect when they ceased trading. I disagree with the amount/I believe OneSelect owed me money when they ceased trading. Can I dispute this?
Yes.
You will now have received a link from us containing your final bill. If you have any queries about your account balance, please contact us in the first instance. We can be reached on 0333 150 1699 or via email on support@togetherenergy.co.uk.
If you have not received your link you can email together to request one at: oneselectbilling@togetherenergy.co.uk.

What is the relationship between the Joint Administrators, Together Energy Ltd, and Opos Ltd?
OneSelect Limited and the Joint Administrators have entered into an agreement with Together Energy, appointing Together Energy to collect the outstanding debts on OneSelect’s behalf. In turn, Together Energy has appointed Opos Ltd to collect certain debts (debit balances) owed by customers of OneSelect when they stopped trading whether they had already left OneSelect or transferred to Together Energy as part of the Supplier of Last Resort process.

Other Questions

When will my online account access be available?
You should now be able to log in to view your Together Energy account.
We also created a unique portal to enable you to view your final bill for your time with OneSelect up until they ceased trading.

I’ve just moved home, will this be an issue?
We will try to contact most customers by email, so it shouldn’t be an issue.
However if we don’t get your email address from OneSelect or the email address provided is invalid, we’ll try to write to you. In that case, the letter may go to your old address.
If you haven’t heard from us, we can be reached on 0333 150 1699 or via email on support@togetherenergy.co.uk.

I had already started switching to a different supplier (which is not Together Energy) as soon as I heard that OneSelect was going out of business. Will my switch still go ahead?
Your switch with your new supplier should go ahead as planned. To double check that this is the case, we’d advise you to call your new supplier to ask for an update.

I am a vulnerable customer who’s on the Priority Service Register. Will I remain on the register once I switch to Together Energy?
If you’re registered on the Priority Service Register, your information will be transferred over to us ensuring that you’re on Together Energy’s Priority Service Register.

I had just signed up to switch to OneSelect but my switch had not yet been completed, what will happen now?
You’ll continue through the process and be placed with us onto a special tariff applicable for 6 months. To be sure who your supplier is, we advise that you call your previous supplier to check if they’re still supplying your energy.
If you want to stay with your previous supplier, they should be able to object to the switch (if it is still in the objection window – they’ll be able to tell you that).
If you want to transfer to us, feel free to contact us and we’ll let you know how the switch is going. We can be reached on 0333 150 1699 or via email on support@togetherenergy.co.uk.

We’re here to help

Get a quote

Testimonials

I have spoken with Lis at customer support and I like all the Together energy customer service agents. They are well mannered and it’s always a pleasure speaking with them. I have had no faults with them and don’t think I ever will. Simply the best supplier around full stop.

Stuart