Review Time
Energy companies may not be favored right now, and I expect this to continue. My review centers on my experience with customer service, not on pricing or other issues. I needed to verify some details regarding my tariff and was fortunate to connect with a representative who exceeded my expectations in providing the necessary information. Their thoroughness impressed me, and I appreciated their friendly, professional approach, which made the interaction both easy and informative.
Energy providers may not be the most favored at the moment, and I expect this trend to persist for a while. This review does not address pricing or other concerns; instead, it focuses on my interaction with the customer service. I needed to verify some details about my tariff. I was fortunate to connect with a representative who exceeded my expectations by gathering all the necessary information. Their thoroughness was impressive, and I appreciated their friendly yet professional demeanor, which made the experience both straightforward and informative.
I received a bill indicating potential legal action against me without any prior payment requests. I was informed that I would be asked for payment in November, but despite multiple requests for a copy of that notice, I have not received any response.
I entered into an electricity contract in November 2025 and applied for a promotion for free Sunday electricity. However, I have never received this benefit. Each time I reached out, I was told the discount would show up on the next bill, but it never did. After escalating my complaint, I was informed that I was allegedly not signed up and that additional steps were required, which were not clearly disclosed at the time of signing. This misleading marketing should be explicitly stated before a contract is signed.
I opened an account in March, and everything went smoothly until a meter issue on 17/10/25 caused incorrect charges. My complaints were met with demands for more information that they already possessed. After intervention from a representative, they misconfigured the meter further. I closed my account and requested a £274 refund, which was promised by 2/1/26 but has not been received. It raises concerns about their management.
The response time for my inquiry regarding the economy 7 was excessively long, leading to additional costs since the storage heater won't operate properly since the smart meter was installed. I wish there could be a more productive outcome. So far, they don't even deserve a single star, but I had no option for that here.
After a previous disappointing interaction with the service, I was fortunate to speak to a representative who was exceptionally helpful. She kept me informed via email and phone, resolving my issue efficiently. I am grateful for her assistance; she truly reflects well on the service.
Be cautious when dealing with this service. I settled my account two years ago, but they set up a direct debit without my consent, attempting to withdraw over £2000 from my account. Customer service was unavailable over the weekend, leaving me distressed. They are violating regulations by initiating a new direct debit without authorization.
I strongly advise against using this service. After numerous complaints and involving the Energy Ombudsman, who ruled in my favor regarding unnecessary meter changes, I faced persistent harassment through emails and calls. Despite the Ombudsman's decision, they continued to threaten me with meter changes, leading me to block their communications. Their failure to return my credit on time led to further complications.
I have faced debt issues twice due to their inadequate communication and failure to adhere to agreed instructions. Their customer service has been extremely disappointing, often ignoring messages and acting without regard for the negative impact on customers.
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