“Awful customer experience.
They have issued a final bill for an estimated read higher than the read I supplied when changing supplier.
Their stance is that it is within tolerance so it will NOT be revised, even though it means I will be paying both old and new supplier for the same energy twice.
They will not answer any questions, about incorrect, inaccurate bill, why is it an estimate when the actual read exists on their systems, why have you used the actual for my final gas bill which is correct.
Stock answer is within tolerance, bill will not be revised of reissued, and payment due.
Totally arrogant and rude, maybe because I'm an ex customer now.
Avoid at all costs, unless you want a final estimated bill with fictitious consumption applied.”
“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.”
“Reading all the reviews I decided to add my story here.
I chose EE for the cheap prices and I must say they were the cheapest on the market at that time (2017) - so big plus for that. However, recently they changed my tariff to a lot more expensive. They sent me a letter dated July 2018 informing me that my tariff changed in June 2018. They switched me to a more expensive tariff and it was more than a month before i was informed. The also started changing my DD, first i was on £28 a month soon this doubled to £46 with no reasoning behind it. I emailed them and waited two (yes 2 whole months!) before i received a reply. At this point the credit on my account (the money they owed me) grew to £100.
I have raised a complaint, but they have done nothing. I will be leaving them this week but worry that i will never recover the money they owe me.
The only solution now is to raise a complaint with Ofgem - and i advise anybody that had a bad experience to do the same. Iresa - the supplier that went bust because of the poor customer service should be a warning for all those dodgy companies. If you cant get it right go bust!!”
“Awful company to deal with, avoid. Left four months ago. After leaving, they kept charging via direct debit! So I had to call up and get a refund. Then, a few months pass and they start calling me to clear a balance equivalent to three months payments. Despite me never having missed a dd payment. I pay this (begrudgingly) and then a week later they start calling me AGAIN for a new balance they have invented. Four months after I left! I have never received such poor service and inflated bills! Never again”
“An absolutely awful service. Hours spent on the phone without being able to speak to anyone. No answer from multiple emails. Any attempt to switch away from them refused. I moved into my new home three months ago and only now received a letter to the 'new occupier' (I filled in the application to move in and created an account within the first week of my tenancy).
Today I got a bill for £305 for the period of 1 month for gas (in the middle of the summer with 30 degrees Celsius outside?????!!!!) - That gas better be from Venus...
Still trying to contact them. If there is an Economy Energy representative somewhere out there (do you have a customer service department? - seems you do not) please contact me.”
“This company were so inept I cancelled my contract as soon as I could and moved to another supplier although they were cheaper. I paid by direct debit but they kept sending me prepayment cards, they said they couldn't read the smart meters but then could, I couldn't see any bills on my account they were all blank, they kept sending me blank PDFs of bills by email to pay. I constantly asked for a final bill which wasn't blank and one finally came in the post 3 months after leaving, I paid the final bill a week after it arrived by cheque having given up trying to pay over the phone, which was cleared and paid in full, I then get a phone call and letter for from a debt collection agency about an unpaid account with them for a strange amount not even relating to my account, I finally manage to get through to Economy energy' who tell me my account has been paid in full and closed, absolutely disgusting! If I had been an elderly customer this could have really frightened me, my advice stay away from this company, cheapest isn't always best, it will cost you more in the long run, in time and phone calls. I'm awaiting a response and apology probably won't get either!!!”
“Really bad customer service, i am on a pre payed meter and was only with them for 2 weeks as there customer service is really bad, i then recieved a bill to which i emailed them saying how do i owe money when i am pay as you go, the repky was i owe nothing, bit i am still recieving messages and emails so i tang up and spoke to someone who said i owe nothing, they havr now passed me onto a debt collector so now i am having to fight again to say i owe nothing, my advice is to STAY AWAY as the harrasment is really bad and ao stressful, if this is not sorted i am going to seek legal advice”
“Switched to them in June 2018. They billed me twice (with no warning or explanation). I called and was on hold for ages so they told me to leave a message and they'd call back. They haven't. I'm sitting here on hold again, 40 minutes and counting and I've also heard from my previous supplier that they were never told about the switch and have carried on billing me too. Wish I'd never heard of them. AVOID.”
“Non existent Customer Service, gave up after 40 mins on hold. I received a letter today stating my gas/electric charges are going up from 10 weeks ago, that's me receiving a letter on 14 June 18 saying my charges are going up on 31 March 18, can't wait to get shot of this company, beware!!!”
“Worst customer service ever. Got a bill for £680 that no one seems able to explain to me, even though they adjust my payments monthly. Requested a technician to come and have a look to the meter reader and appliances (conveniently only available on the day the payment is due), booked it for the only date available and doesn't even show up!
When I try to call and check what's happening, after 40' waiting, after a brief explanation - which they don't even let me finish - they transfer my call to an independent service that has nothing to do with the company and I'm forced to end the call. Twice.
They not clear at all when giving you information or explaining your bill.”
“I pay regularly by Direct Debit but now find I oue them £791.00 on my gas bill!
I leave them to adjust my payments.
As a pensioner, how could they allow this situation to arise?”
“TERRIBLE COMPANY!!!!
I have been chasing a final bill from them for 2 months.
One member of staff says i am due back £50 and another member of staff says i am due back £8!!
My account clearly states £50 due back from meter readings provided but they will not give it to me.
No one replies from the complaints department, no one calls you back.
So frustrating....WORST utility provider i have ever dealt with.”
“Avoid this company like the plague.
I was with them for 2 weeks and it was absolute torture. They took payment out of my account without warning. Apparently they sent me numerous texts about different things - I never received any of them!
Customer service is a total joke, one time I phoned there was such loud music on in the background I couldn't hear what was being said to me. The three separate people I spoke to were all seriously rude and gave completely different answers to the others.
Was promised phonecalls back on three separate occasions but never had even one.
Even though I am in a wheelchair and my electricity meter is in the basement of the shop I live next to I was informed that Economy Electric 'do not do readings for anybody, regardless of disability'. That was after asking me INCREDIBLY personal health questions for approx 20 minutes. They are obviously incapable of understanding that wheelchairs + stairs are not a great mixture.
They didn't bother to ask for readings, gave my old energy company made up readings so I received a letter about a £400 debt! Turns out that my old company actually owed me nearly £200, luckily it was sorted out in a day.
The only time that I spoke to anyone decent was the day I finally gave up and informed them that I was moving to a different company.
I am still receiving phone calls from them asking for readings.
Their prices may be attractive but it doesn't make up for their total incompetence, rudeness and ignorance!”
“They took a direct debit after I cancelled my contract (Before it had started). Tried to ring on many occasions and was left on the phone for 10 minutes each time with no answer. Wrote twice and got no reply, even though they say they will reply within 10 days. They then rang to say they would refund my money within 10 days and to be fair they did, months after taking it originally. Do not touch at all.”
“I've been with them for months, always paid my bills. Move home and so ended contract but they had an 'admin error' and took 2 lots of payments from my account. The last 4 weeks have been my constant chasing them to pay me back, with empty promises of payment. Last contact was with Ateek a sales person and Nick a sales team manager, both promised the return of my money but still they have not returned a penny.”
