“I wouldn't usually write a review but feel I have to if it stops someone else getting caught out by this awful company. Switching to them is fine and the pricing competitive.
BUT, WAIT UNTIL YOU NEED TO SWITCH AWAY AND GET A REFUND.
I am due £220.31 and have been since the account was closed at the start of May. Each time I write or call I get a different response, often saying nothing and always some different excuse.
It is clear to me these people hold onto our money for as long as legally possible in the hope we give up chasing it.
They claim to of processed the refund which has to be a lie as a check with the bank confirms nothing has been received.
It is 13 days since PFP say they made the refund and its not in my bank. They are saying they have paid it which in essence is calling me a liar.
An awful company that appear to train their people to be obstructive and unhelpful - stay well clear.”
“The worst energy company ever left them in April settled my bills now sent a bill for £2269 saying will report to Credit Agency, I have messaged them twice but they won't reply. I am now putting together everything I can for the Energy Regulator these people cannot be allowed to continue also getting my local MP involved.
Do not use PFP Energy the WORST EVER.”
“HOW TO SUCCESSFULLY COMPLAIN ABOUT THIS COMPANY
It has been a nightmare to deal with this company, but I think I’ve probably got to the bottom of it and I would recommend anyone who is having a bad time with them to follow these steps:
1) Email their customer service team. Their "hello" e-mail address.
2) Send your complaint to their complaint e-mail address and make sure you explicitly state it's a "formal complaint" complaints[at]pfpenergy.co.uk . I would send this e-mail to both the complaints department and their "hello" e-mail address.
3) If after 8 weeks you haven’t heard from them or you’re not satisfied with their response, contact the Energy Ombudsman. If you google "energy ombudsman", it should be the first result.
I would also contact the Citizens Advice Bureau (you can do that immediately) as they will log your query and forward that information to Ofgem. There’s a very useful online form you can complete. Again, if you google "Citizens Advice consumer helpline" you will find there the link to the energy form or the option to speak to an advisor.”
“This company is keen on signing you up, but once you're a customer, forget any form of customer services. You won't be able to get through to someone on the phone, you are lucky if you get a reply to an e-mail and they have this chat function which is totally useless as there's never anybody available to assist with your query. If you have a problem with them, it's often very difficult to have any queries resolved and you often have to devote endless hours to solve issues. I have found the Citizens Advice Bureau very helpful and the Ombudsman, it seems to be the only way that this company will process a complaint. You would do well to AVOID this company, it will save you a few headaches.”
“This company should be ashamed of themselves!!
Trying to set up an account for my elderly and very sick mother, only using this company because they were already supplying to the address she moved into and Southern Electric have had their request to take over the account twice rejected by them!!, apparently because the account was not in her name!!
Multiple phone calls trying to register her name and pay the bill, but to no avail.
Will continue to try and sort this problem out and will then leave them.
Disgusted and appalled, Ombudsman is the next step!!”
“DO NOT JOIN!
I’ve had a stressful 4 days trying to get my money back that they have overcharged me. They took 2 payments out of my account cos some incompetent idiot has made me two accounts in my name so they have changed me twice in one month for the last two months. I’ve rang at least 2-3 times a day for the last 4 days because they have left me with £4 in my account. I have told them multiple times is have a family, kids and other bills to pay and can not wait 7-10 days with for you to put the money back. I can understand if I made a mistake but I didn’t they did and are now telling me to wait. It’s not acceptable for a mistake that they have to leave someone with other priorities with no money. If I took a loan out would they pay my excess charge wile I wait for them 🤷♂️ Costumer service is a joke as they can’t talk to people in other departments only email them. STAY CLEAR OF PFP ENERGY!”
“This company is very unprofessional. I tried to switch over to another supplier, but they always lie to me and reject the move. I cannot believe how people are switching to them?
They love to use estimated reading and generate bill according to estimated reading. I never get accurate bills.
The webchat they have is useless like customer service.”
“AVOID at all costs. A total bunch of charlatans. No bill for either gas and electricity used for last 4 months. their website does not accept meter readings. You try and ring them, they cut me off after listening to Dire Straights for ages. Useless customer service. I thoughts customers paid for their wages???”
“Pfp! Don’t use them ! Don’t join them!
Pfp gas and electric company. Please do no join them ! Don’t be fulled by cheap prices and promises. We have had an absolutely nightmare with them since we joined last year. There customer service is ridiculous, unhelpful and unprofessional. The full company is a mess and they will rip you off. Since leaving them we have received a final bill of £350 for 4 weeks of gas and electricity. Our new provider has raised a dispute over this as the closing meter reading they have provided to them didn’t match the ones we gave them as opening. Pfp have been using a 4 digit numbers all along even tho our meter readers have 5! Since the dispute have been raised we have been bombarded with text messages, phone calls, emails treating us to be visited by a debt collector. Yet again we have phoned at least 5-7 times asking them to put the account on hold as the dispute can take up to 8weeks. None of the advisers did that even tho they said they would. It’s unbelievable! This morning yet again we got another 60 pounds added to our account. When phoned after work they couldn’t tell me anything anymore as they have now closed the account!! After talking to our new provider we were adviced that they would of received the dispute just this morning. Considance!?!?
Over all apparently we now owe them almost 500 pounds for 4 weeks closing balance plus all the charges. I don’t know how u can possibly use this much electricity or gas as we only stay in 3 bed house. They are no interested in helping you and anytime u ask to speak to a manager u are told they are busy.
Please please don’t use them as you will end up stress and out of pocket. I have spent at least 5 hours each week on the phone to them that I will never get back.
It seems it’s no just us having those issues as many other people left similar reviews on trustpilot . We just wish we have red them before joining them! Lesson learned!”
“AVOID PFP ENERGY LIKE THE PLAGUE!!
At the end of my deal with PFP Energy, they put my account onto the Standard Variable tariff, which increased the cost of my energy, however, they took a conscious decision not to increase my DD payments to reflect the increased charges - 12 months later my account is in debt. I queried this with PFP Energy and was told they'd sent me a single email to inform me I'd reached the end of my deal, which I missed in the avalanche of daily emails. Its worth noting that when PFP Energy want a meter reading and they want to avoid the cost of sending someone out to read the meter in person, they use all available methods of communication, hounding you with text messages and post. If my DD payments had been increased, or they'd used the same level of persistence in contacting me when it's going to cost them money, I would've had an opportunity to secure a more favorable tariff, also ensuring my DD payments were in line with my energy usage, which wouldn't have put me into debt. Even a member of PFP Energy's call center team said this was one of the worst cases he's seen, but unfortunately PFP Energy as a company didn't see their conduct as a cynical ploy, in fact they feel they've handled themselves admirably and can't see there is any issue on their side. PFP Energy state the values they hold of being friendly, clear, honest and fair drive them to make sure that every customer has a smooth PFP experience. This is anything but the case, PFP Energy has zero integrity, zero morals, zero customer service and should be avoided at all costs!!”
“Listen to the negative reviews on here , they have serious customer service issues and even the most simple task is extremely painful. I believe that their positive comments are fake, they all look like they are written by the same person.
I wouldn't normally write a review but they are the worst company I have dealt with in many years. I used to get supplied by them about 5 years ago and they were fine so something has gone very wrong. I think they have cut costs to far and now they are unusable when you need to have any interaction with them. Not even the automated on line parts work. Travels awful company to DEAL with”
“PFP sent me a letter, telling me that since I left and closed the account I had some money in my account, they then said that as a good will gesture they would send me my money and add a £5 credit to it.
After three months of emails, facetwitter, phone calls, excuses, still nothing.
The best excuses is they "had run out of cheque books", but I also get an email every week apologising for the delay... Then today I get an email asking if I had the original letter they sent me 3 months ago. And then to top it all they said they cannot pay the refund as the account is closed..... well duh.
Please just stay away for your own sanity, its like dealing with fish.
Yet again another tactic is to appear all helpful, then even a phone call to say we will send the payment, then nothing, don't fall for it, just move on, there are better out there. Now asking for the account number, when I even state above the account is closed, just don't do it. AVOID AT ALL COST, as it will cost YOU.
Now they are telling me the account is closed and not due a refund, duh, I just put that the account is closed, and now telling me I am lying, so sent the 1diots at PFP a scan of the letter, appears that I am better organised than PFP but to be fair so is my cat.
A few days have now past and guess what? yep no news, ie they have stopped communicating again.
They really useless, dont even think about using them.
Communication via email, live chat and telephone, and every time its like starting again.”
“They take forever to answer the phone, and when they do the reps sound hesitant and unsure of their answers. The departments don't see to talk to each other as there is no continuity between calls. I've wasted hours trying to get through on the phone.”
“ACCOUNT NUMBER: 1001293046
If I could give PFP Energy zero stars I would. I am not a customer with PFP Energy, I don't have an account with them - but I have consistently been sent letters asking for a final bill payment for 2 months since moving into my new property.
I have emailed, phoned the call centre and now resorting to leaving this review. I'm not sure how many different ways I can say this - but I do not have an account with you.”
