“pfp energy are beyond incompetent.
I signed up to pfp in December 2020 on the agreed understanding I would submit meter readings on line on the 1st of every month and would pay by Direct Debit on the 5th of every month. pfp have failed to do this every month since, despite my ringing on the first of the month when they reject my readings. They fail to understand that I use virtually no gas during the summer months so then grossly over estimate readings and putting me in the red on my account.
Last month I demanded to speak to a Manger but was told they were too busy and I would get a call back .I AM STILL WAITING.
I am now comparing other suppliers and will be changing supplier in the next 24 hours.
DO NOT USE THIS COMPANY>”
“I have a faulty meter and they don't come out to it. They have billed me wrongly because of the fault. They have wrong readings for my economy 7. I only have one read for economy 7 because of the fault pfp have made2 up. I am very dissatisfied with pfp.”
“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”
“Absolutely awful! I wouldn't touch this company with a barge pole. They are not replying to emails and when they do, they just make empty promises as they never fulfill them. I simply don't know what to do!”
“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.”
“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.”
“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!!”
“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.”
“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.”
