This is the worst utility provider we have ever dealt with. They lure customers in with favourable rates but in the time that we have been with Economy Energy they have increased our monthly direct debit by 53% without reason. Even worse, after they increased our monthly payment they also took over £300 from our account without warning or reason. Since September 2018, we have been been in a constant battle to have our account updated with the correct usage and meter readings as they are incompetent at doing their job. We have been informed that we have over £900 in credit on our account which they are dragging the feet in returning. It is our money! It's ok from them to steal from their customers, but they are infuriatingly slow at refunding customers money. The complaints team submitted a request for refund over a month ago and still we have not had an update. We have switched providers since and after ringing yet again yesterday, we have been informed that our final bill will not be issued for another 6-8 weeks and only then will our refund be considered. This is fraud and theft! They are incompetent, unhelpful and atrocious at customer service. We will keep fighting this with legal help and have submitted a case to the Ombusman.