My experience with Pozitive Energy keeps getting worse.
After a long dispute, they finally admitted that their billing was incorrect and reduced my usage from 7,460.9 kWh to 5,066 kWh, issuing a credit of £897.80. This clearly proves that their original bill was wrong and inflated.
However, even after correcting the units, they are still demanding £4,469.06, which is completely unreasonable.
The main issue they are still ignoring is:
This is a residential property
They have been charging me under non-domestic/business rates
I never agreed to any business contract
I have already provided:
Tenancy agreement (living there since 2020)
Bills from E.ON Next (previous supplier)
Bills from my new supplier (British Gas)
Meter readings and proof of actual usage
All of these clearly confirm this is a residential property, yet they continue to ignore this and apply high business rates.
What is even more frustrating is the complete lack of coordination between their teams:
Their query team recently emailed saying they are still working on the issue and need another 7–10 working days to resolve it
Their complaints team says they have already done the maximum and cannot do anything further
At the same time, they are asking me to accept a payment plan and pay upfront
So which version is correct? Is the issue still under investigation, or is it already finalised?
This clearly shows internal confusion and no communication between departments, leaving the customer stuck in the middle.
I also raised the matter with the Energy Ombudsman, and instead of resolving the issue properly, Pozitive Energy is offering:
A small £100 “goodwill” credit
A payment plan on a bill that is still incorrect
I also questioned how:
2,394 kWh = £897.80 credit
But around 5,000 kWh = £4,400+ charge
This clearly shows the rates being applied are inconsistent and unfair.
Despite all the stress, time wasted, and clear mistakes on their side, they have:
Ignored the core issue (wrong tariff type)
Ignored my compensation request
Failed to provide a clear and consistent resolution
I strongly advise everyone to stay away from this company. My experience has been stressful, confusing, and financially concerning.
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Pozitive Energy is a technology-led supplier of gas and renewable electricity to small and medium-sized businesses and Industrial & Commercial customers in the UK. Its unique technology platform uses intelligent automation to deliver lower costs and a better experience for customers.
