“Can’t get a refund of £390
Since 26 September when I left
Just get fobbed off told there is no time scale and they can’t say when I will get it
Shocking service despite the web site stating refunds take 14 days
I have now asked for a deadlock”
“I changed to this company some months ago as it came back with the best deal, after a few months they decided to put up their prices to virtually match the big 6, so on reflect i changed again and now I cannot get my overpayments returned, and they are totally ignorant when I email the complaints department, the only reply I get is the standard reply, we will get back to you within 24 hours. They do by asking my full name and address when they have my account number in the email. I return my address to them - then it’s nothing. I have even told them they are breaking the law by holding my money after 14 days. They just do not care other than lining their pockets and going more money from the interest from the banks. I was warned about these but chose to ignore as I got a good deal. TOTALLY IGNORANT COMPANY I will put this on as many places as possible”
“IF YOU ARE THINKING OF MOVING TO ECONOMY ENERGY, DO NOT DO IT. My experience is exactly the same as the last few complaints. I closed my account at the end of September and am still waiting for a refund of £273. A month ago they said it would be paid in 28 days. I spoke to them today and they said I am in the new improved and quicker refund system but they can't tell me when I will get my money! I asked to speak to a manager and they refused, I asked to speak to the accounts department and they said they don't have a phone!! I have requested a full copy of my account but that will take 30 days!!!!”
“The worse energy supplier I have ever been with. In only 12 months I was with Economy Energy I had to ring them 7 times!!! They first messed up my bills and I couldn't get them to correct these. Then I decided to leave (surprise, surprise) and since August I'm still wating for my refund. Called them in October and was told it should take 4 weeks, called them again today and was told the money will be with me as soon as possible??? What that even means??? Customer service staff have no clue and give contradicting information. I just laughed in the end.
Avoid at all costs unless you don't mind ringing them every freaking month.”
“I took a 12 month dual fuel contract with Economy Energy. From start to finish they have been one of THE most useless organisations I have come across. They have failed to act upon the perfectly good direct debit mandates that they had, despite having confirmed that these were in place. When I chased for them to debit me they said they would but then did nothing. Meanwhile after 6 months of this their debt collection department was threatening debt recovery and even though the so called "customer service" department and "Senior Complaints Manager" told me these threats should not have been made, they then said that they might not be able to stop further threats being made, even though they acknowledged that I was not in the wrong!.
At about the 5th attempt and after around 8 months Economy Energy managed to start taking payments for Gas but failed to do anything for the Electricity account!
They apologised for their very poor service when I complained and on 2 separate occasions offered small refunds by way of apology - they then failed to pay these which I had to chase.
When trying to move to another supplier at the end of the contract the so called "live help" gave me conflicting information (the same person contradicting themselves), confirmed the wrong contract end date and then told me to ignore any formal contract letters sent out at the start of the contract as they "were wrong".
In the end I made a formal complaint to the Energy Ombudsman who found the service of Economy Energy to be appalling.
My experience of Economy Energy is of an organisation that has zero operational efficiency, no concept of customer service, separate departments that work independently of each other with no idea of what is happening and a live "help" facility that seems to make it up as they go. My advice is that even if they are offering reasonable tariffs, avoid them like the plague unless you want to waste many hours dealing with their errors!”
“Absolutely the worst supplier. Before starting the transfer process to another supplier I requested a refund of part of my credit balance as I had a high level of credit versus what my final bill would be. When transferring from them they continued to take direct debits after they ceased to supply my utilities. I therefore cancelled d/d at bank and phoned up to enquire about return of my total credit balance. This was between 3-4 weeks after they ceased supplying. I was told that they won’t produce my final bill till after 6-8 weeks. When pointing out the additional d/d taken after they ceased to supply the agent acknowledged that they were taken in error. I therefore asked that they return those d/d under the d/d guarantee scheme. They refused! I asked to speak to a manager and eventually was passed to floor supervisor. Who basically told me that the managers were too busy to speak to me but suggested I lodged a complaint. I agreed that that maybe the best way forward, he told me I would hear within 5 days from the complaints team. He then was transferring me back to the agent for her to take my complaint. I was left on hold for over before I ended the call, this all took 43mins. I therefore contacted my bank to get reversal of the d/d that Economy Energy admitted to taking in error, which my bank handled with great professionalism and did do such a contrast to Economy Energy! I then called back Economy energy as I felt I should ensure a complaint was logged. I was told it was on the system and would here back within 5 days. 15 days on and not heard anything. Called Economy Energy again today to ask for return of credit, being fobbed off with final bills within 6 to 8 weeks we are about 6 weeks since they stopped supplying. I pointed out that they have on line bills using my transfer readings. The response is that as the actual transfer date took place 3 days later they need to charge me the 3 days standing charge plus anything that I used in the 3 days. I pointed out as my new supplier was billing me since the transfer reading it is only the standing charge for 3 days that needs calculated. Why does it take so long to do this. I also pointed out that I had not got a response from my complaint. The agent kept speaking over me and so O asked her to let me speak. She came out with a well rehearsed rant and said we are going round circles and she is not prepared to speak to me and hung up on me. This is the rudest company I have ever had to deal with and it is obvious that they are struggling, the whole demeanour of their agents is that of being on the defensive as it’s obvious that they are constantly dealing with an overwhelming amount of complaints.
It is shocking that they don’t understand the meaning of the
Direct Debit Guarantee Scheme
and refuse to transfer you to anyone that could process the return of a wrongly taken direct debit.
It is also shocking that they are quoting the timescale to refund credit balances as between 6-8 weeks which is in fact the guideline time to take to the ombudsman if you still haven’t received your refund after requesting it.
Avoid Economy Energy like the plague, anything you save from the moving to them is lost by the phone calls and time spent dealing with them let alone getting your credit balance back.”
“Again, as many of your reviews are saying- they are refusing to pay me back almost £900 credit from my account after switching to another supplier. This has been ongoing for almost 8 weeks now. I went live with my new company on the 17th September 2018. They only generated the final gas bill on the 30th October, the electricity bill was generated on the 01/10/18. I am a pensioner on the at risk register with a chronic illness. I have written two emails requesting my money back from them - I have live chatted with them requesting it back - I’ve phoned them!!! They just kept saying it can take up to six weeks and when that stage past - they have now said 6-8 weeks!!! That 8th week is this week on the 8th November! It is criminal they they can just hold on to peoples money like this. If you go to the Ombudsman- they haven’t got the ability to fine the company - so the company can literally just use this as a further excuse to withhold your money for even longer! I’m going to the national news papers instead and going to post on every review site that I can! This might create enough bad press for them to accelerate giving good paying people their money back. I’m disgusted by my treatment - I would advise that NO ONE should bother switching to them, even if they are the cheapest. I will keep finding other review sites and posting on them to warn others not to go with them! Disgraceful treatment. They’ll probably pay lip service to this review to make it look like its all been a very bad mistake by saying “please contact us via live chat so we can sort this out, sorry for any inconvenience this has caused” - as they did when I posted on trust pilot - it was signed by (Kara). It’s probably an automated response set up to counter bad reviews and make people think that they’ll sort things out asap! They will not. When they reply to my email and give me my money back I’ll stop giving them bad reviews.”
“This company is a joke. They overcharge you massively per month and then take 3 months to give you back your money. Also they will charge you for days you don't even live in the property. Customer service is horrible, they lie to you to just shut you up and they even hung up the phone on you when they don't want to hear what you say or they don't agree with you. A Joke!”
“Totally lack of communication, every single advisor tells different things. Waiting for 3 months for my refund of £240, apparently have to request my own money and wait for another 28 days after request, had to call them at least 6 times for my final bill, every single time they apologise that they c=have issues with billing department, then issues with refund department, there is always a problem at some description. AVOID!”
“Changed electricity to a different supplier beginning of August 2018. Its now 16th Octobet 2018. Still no final bill. Waiting for £41 refund. Gave up ringing their customer advisers and put in formal complaint. Promised refund within 3 - 5 working days but it never appeared. Put another formal complaint in and still waiting. l wouldn't recommend this supplier.”
“The worst company I have ever dealt with. Absolutely useless at every level of their service. Zero communication within the company and god help you if you have an issue because it will never be dealt with. Had to take my problem to the energy ombudsman, 4 months later it’s still not resolved and no one in the company will help. I’ve switched to another supplier and they’re still making my life a misery, chasing me for a bill with an estimated start and end date. I’ve never had access to my online account to keep track of my bills and when I brought this up with a senior complaints advisor, I was told it would take a very long time to resolve the problem. That was 3 months ago. Avoid this company like the plague!”
“I transfered over to Economy Energy in Oct 2017, after going on a comparison site which said it would save me £200 a year to move. I was paying £84.11 a month for gas and electricity and paid off a balance of £69.04 at the end of the contract in Oct 2017. I was give new direct debits set by you of £42 a month for gas and £14 a month for electric. This seemed all it was promised to be and a big saving going from £84.11 a month to £56 a month. Over the year I read the gas meter 3 or 4 times. Tin Sept I get a letter from them offering me discount tarif for the following year and the' number to ring' I thought great I'll do that. After waiting an hour on the phone I gave up. Then I went on the website onto the live chat. Same problem again. 45 minutes I waited to talk to someone and then they told me I needed to ring the 'number'. So I tried again and was just told someone would ring me. Great, but I am a teacher and can't answer my phone most of the time during the day. They rang twice, but I was unable to answer my phone both times. So I thought this is ridiculous and changed supplier. Then I get a text from them saying I owe £561.61. I'm thinking how could I have possibly accumulated such a big bill when a direct debit is supposed to spread the cost over the year. With my last supplier I owed £69.04, which tells me they have done that. Luckily I am in a position where if this amount is correct I can pay it, but I’m sure for some people it would be devastating. Do not touch this company with a barge pole. It's disgusting that you can tempt people to change to you with promises of a lower payment when in fact it's about £220 more than the year before. Then I had a phone call from a very rude member of your staff who demanded payment of the balance. This is a few hours after recieving the text. Giving me no time to check my bank balance, do some sums and recover from the shock of such a big bill. She would not listen to me, she kept talking over me, she was not interested in anything I had to say. She just kept saying are you refusing to pay. I kept replying 'no' I'm not refusing. I asked to speak to a manager and she said she would ring me after 5pm and hand me over to a manager, but no one rang me. You can not reply to any of their texts or emails and the only way to complain is on their website, where there is no evidence of you contacting them. They are supposed to reply to emails with 5 days, it has now been 6 and I haven’t heard from them. A lesson I have learnt the hard way, do not touch companies with low ratings, they are deserved.”
“Their billing system is a complete shambles. Despite providing meter readings every month without fail they use estimates resulting in increased direct debits when in reality the account is significantly in credit.
Trying a get your money back after leaving them is likewise a major struggle.
Without doubt the worst company I've ever had to deal with.”
“have contacted police action fraud energy ombudsman ofgem and bank reguarding refusing to lower ddebit and 140 pounds credit.only been with them 4 mths.worst energy provider ive used in 30yrs.”
“I left Economy Energy in April (2018), paid my outstanding gas bill (thinking it was correct by looking at the reading numbers), but the final electricity bill was clearly wrong, from credit went to debit, after providing the final reading, that it was a lower number than the estimated. Since then I have been calling and emailing, and time after time they/software fails to generate the correct bill. So I decided to make a manual calculation, from the day I join to the day I left, with the overall consumption and with all the direct debit paid into it, and I was astonished to realize that not only they are owing more than expected on the electrical bill, but also the gas bill is incorrect. This means that somewhere in between they charge me more on the gas (since the final bill seemed correct) So big advise, check your bills, don't trust their automatic software calculations!!!!!
If it wasn't bad enough, every time I call I have to repeat everything all over again. They don't seem to keep on file on-going issues/discussions, nor either they communicate with different departments.
I keep been harassed by their debt collection department, which is completely outrageous, they fail to correct my bill, they are OWING ME money and they keep calling me and sending me mails to collect money from me!! I keep telling them to stop, UPDATE MY FILE, and they call me twice a week?!
I don't understand why it is so difficult and it takes so long to correct a bill, is a simple calculation !!
I WOULD ADVISE CHECKING YOUR OVERALL CONSUMPTION AND CALCULATE YOURSELF THE VALUE. THEY CHARGE ME MORE THEN THEY SHOULD.”
“Would have liked to give zero ☆ Avoid at all costs!!! Were cheapest on the market at the time of fixing a 1 year contract & thought I'd give them a try.
BIG mistake.....Left them beginning of May and despite numerous emails sent by me and submitting a formal complaint, they are hounding me with various threats to disconnect & take to court.
I keep getting inflated and totally incorrect demands for payment and all I owe is 50 pence in reality!
Shocking company employing arrogant Muppets.”
