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Stay away from this service. They withdrew money from my daughter's bank account without any contract in place. This happened through a tenant checking service they supposedly took over—no idea how they obtained her bank details or why they charged her without prior communication. I spoke with a representative who acknowledged it was their mistake and promised a refund. I mentioned my intention to file a formal complaint due to the seriousness of the situation (data protection issues and unauthorized fund withdrawals). She agreed, and I submitted the complaint, receiving confirmation it would be addressed. A month has passed with no refund, no update on the complaint, and no replies to my two follow-up emails this week. Additionally, there has been no response via phone or webchat (which seems automated, indicating long wait times to avoid actual conversation). I have given them one day to reply to my follow-up email; otherwise, I will escalate the matter to the appropriate oversight body. I strongly encourage others to do the same. This company needs to be held accountable.
Our household has faced an incredibly stressful ordeal with the service. Their eligibility checker indicated our property was suitable, which led us to sign up. Later, we discovered that the house had a key meter, something the service neglected to verify and was unable to service. Their team advised us to cancel, despite the issue stemming from their oversight. From then on, the situation spiraled. We had to constantly follow up for updates, only to receive dismissive replies and no genuine assistance. At times, we felt unjustly blamed for merely seeking answers. This caused immense stress, to the extent that it left my housemate in tears, particularly after being accused of misrepresenting their words. The service eventually confirmed our contract was cancelled, and we hoped to move on. However, months later, they withdrew £200 from us unexpectedly for a cancellation fee related to a service they never provided. We are genuinely astonished. This feels unjust, exploitative, and entirely preventable. We hope others learn from our experience. AVOID THIS SERVICE; THEY ARE DECEITFUL.
My experience with the service has been nothing short of outrageous. Their eligibility checker assured me my property was suitable, yet they failed to conduct basic checks and enrolled me in a service they couldn't provide. Their staff admitted they couldn't service key meters and told me to cancel — a situation entirely created by their negligence and misinformation. What followed was a nightmare. I had to repeatedly pursue them because their customer support was dismissive, rude, and profoundly unprofessional. I was even accused of misrepresenting their statements while merely trying to address an issue they caused. Despite their confirmation of my contract cancellation, they had the audacity to quietly withdraw £200 from my account three months later for a cancellation fee that should never have existed. The service provided nothing, wasted my time, caused significant stress at the start of my academic year, and then charged me for their failures. This behavior is predatory, unethical, and completely unacceptable. I strongly advise anyone considering them to steer clear.
10/10 customer service. I contacted the support team to resolve some concerns and was warmly greeted by a representative who instantly put me at ease with their kind demeanor. They guided me through each step with patience and clarity, ensuring I understood everything I was unsure about. All my worries were addressed, and I couldn't have asked for better support.
Avoid this service at all costs. They withdrew funds from my daughter’s account despite her having no contract with them. They reached out to her via a tenant checking service, and we have no idea how they obtained her banking details or why they took money without prior communication. I spoke with a representative who acknowledged it was their error and assured me a refund would be processed. I expressed my desire to file a formal complaint given the seriousness of the situation (data protection issues, taking money from accounts with no contracts!). I submitted the complaint and received a response indicating it would be addressed. A month later, no refund, no feedback on the complaint, no replies to two follow-up emails, and no one answering the phone or web chat. It’s clear that the system is just automated responses. I've given them one day to reply to my follow-up email, or I will escalate to the relevant ombudsman. Others should do the same. This service needs to be shut down.
They fail to pay your bills! They have not settled a water bill due at the beginning of November. We informed them as soon as we received the bill, a week prior, and they repeatedly assured us they would handle it with the information provided. However, a month later it remains unpaid, despite our constant emails. Their phone line is inaccessible, always indicating they are busier than usual. I am posting this in hopes they will finally get in touch to resolve the bill!
I was automatically switched to another energy provider, and they are preventing me from switching. I have paid my bills, yet they keep denying my requests to change gas and electricity suppliers while imposing exorbitant fees.
I'm not even sure if the company we were moved to is the new provider or the previous one, but I have dealt with both. I was switched from a previous provider and emailed to inquire if there were any additional steps needed during this transition, as well as to request help adding new tenants. I was informed there were issues on their end with migrating our account, and I would receive a confirmation email allowing me to adjust the package for the new tenants. I never received that email and instead received a bill for a package I wasn't informed had been set up (still no option to add the new tenants). Fortunately, the funds weren't immediately deducted from my account, and due to the prolonged 'setup', we found a better deal with a different company. When I emailed again to cancel this package, I was told I couldn't and that I was in a contract, and would need to cancel directly. Fast forward over a month and a half, and while they attempted to call me a few times, I had a broken phone and missed those calls. Now I'm told I owe a £764 fee covering a year's broadband, despite being with another company, plus a £200 'out of cool-off period' fee, and there’s still no option to add tenants if we were still with them. I cannot afford this as a struggling student.
I've been trying to contact this service for over a month with no response. Calling takes forever, and it's nearly impossible to speak with a representative. I've been attempting to cancel my service, but their inadequate support makes it extremely challenging. Very disappointing experience. I just want my account terminated. The phone lines are difficult to navigate, taking over an hour, and no one responds in the live chat after the automated options. Worst service I have ever encountered!
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