“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.”
“stil lnot refunded my credit on my energy or lowered ddebit.thet are not bothered.very obscructive to deal with.seem happy to receive negative reviews as long as they have your energy credit which they do not refund.thousands of customers in same boat.very naughty.”
“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.”
“Upped debit and refused to refund 140 pounds credit.been with them 5mths.cant wait to leave.im not a moneylender.contacted police ofgem bank and energy ombudsman.”
“I had a contract with Economy Energy for a year then in May I have cancelled as found a cheaper provider...since mid May I am still chasing for my refund...been calling them for over 3 months and again and of Aug 2018 when I called them they told me that my refund is still waiting for a approval and when it is approved it will take 10 working days to be transferred to my bank account. I cannot believe it that you have to chase for your monies to be refunded and if the final bills (took 3 months to be processed) are issued why refund team need to approve them? and still awaiting approval for all this time? Just a shamble this company is. I have dealt with a few energy companies in my life but never had an issues as with Economy Energy. I would not recommend it to even my worst enemy. Now they promised that the refund should be done in 5 working days...lets see as otherwise I will take to court.”
“I was with this company for two weeks. In that time I spoke to "customer service" agents at least five times.
They were unerringly rude, obnoxious and totally oblivious about other conversations I'd had.
I had to explain, multiple times, that my being in a wheelchair meant that I couldn't just 'pop down to the basement'. Apparently this is a very difficult concept to grasp.
Many of the times I phoned there was very loud dance music in the background making it hard to hear and be heard.
I finally got to speak to someone decent who wiped my account clean so that I could move to a different supplier as the treatment I had received had been so atrocious.
Nearly a year on I have started getting daily telephone calls, texts and emails about a phantom debt which I do not owe. Despite talking to a number of different people and being told it was settled this is still occurring and is impacting my credit rating.
I wish I had glanced at their Facebook page before signing up - it is full of endless complaints very similar to mine. Avoid at all costs.”
“Horrendous customer service! After 7 month of being supplied electricity only by this company and having no problems whatsoever, I moved house and left their supply. I gave a final meter reading on that day I left the property and had to chase this for the final bill. Eventually I was sent a bill, showing, as I believed, that I was in credit. When asking for the credit back I was told I actually owed £176! A new bill had been created for the entire previous 7 months, despite me paying these monthly with a meter reading. It has now been 4 months and I am being harassed by them to pay up whilst also being told by staff that they know I don't owe anything. I have now written 3 complaints, all of which are not even allocated to anyone by their 10 working day deadline. Each time someone promises to call me or cancel the erroneous bill, but they do not. I have had to go externally to Resolver to help me. I cannot begin to describe the stress and wasted hours over this.”
“Had an email from them saying they were upping my gas bill to 85 pound per month. This meant in total, my bill was over 170 per month with electric. I emailed customer service and had no response. When they called to collect my meter reading, I asked to be put through to their customer service team. After trying to find out why my bill had increased so much, he said it is an estimation and that it cant be changed for 6 months. I asked to be put through to the billing department, but he said he would email them. He then said that no one in customer service could help or give a proper explanation. We only use gas for our cooker. Everything else is electric in our house. Stay away from these people if you want to be able to afford your bills.”
“Wish I could give them a minus score. I have a ongoing complaint with the Energy Ombudsman that as been going on since mid June when they took a substantial amount from my bank without notifying me, promised me a refund that didn’t happen which was returned to my account eventually through me contacting my bank myself. It has taken me an eternity to Switch to another supplier due to the fact that they kept blocking the switch first with the electric and then the gas going backwards and forwards allowing one to switch and cancelling the other lost time how many times this happened regardless of their agents assuring me many times that there would be no objection. The switch has finally gone through but not without problems. My account as far as I know because of the sparse information apparently is in debit with the gas and in credit with the electric. They agreed on more than one occasion to settle up after the final meter readings which is the norm with other Energy companies I have dealt with in the past. I have been harassed by their debt recovery service with approx 40 phone calls including 22/23 when I was on holiday in USA with a time zone difference of 8 hours behind the Uk receiving 2/3 calls in the early hours of the morning any between 1am to 6pm over a three week period. I emailed them explained that I was on holiday and the time difference and asked them to stop calling. The calls continued so I had no option but to switch my phone off. I am still receiving calls every day since I got back from my hols and a email with a amount owing with a blank PDF. I could go on and on about this company but I’m losing the will to live. Avoid them like the Plague.”
“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.”
“Used them for just over a year to provide gas & electricity supply. They were hopeless - could never give me any information about my supply, continually passed from dept to dept and then on closing my account kept chasing for additional monies despite being assured that my account had been settled in full and closed. Not recommended - would suggest using a more professional energy supplier.”
“Truly awful. Asked several times for a bill for the gas and electricity, by email or post, didn't get one at any point in the year I was with them. Switched asap to another co. = 5 months ago. Still have not received a final gas bill. Nor the refund that is due to me. Nor has the gas been switched - no bill from either company. Despite many calls (long wait)) and emails from me. Haveeived threatening emails from Economy Energy tho, demanding money. AVOID. TERRIBLE.”
“When I joined they took two months upfront, after six months they increased my electricity charge because it was going to be a severe winter????? I could have understood if they had increased gas charge, When I challenged it I might as well have been talking to a rocking horse. At end of contract they could not offer anything on fixed rate and it meant a £200 increase per annum so I gave notice and left. Now I am over £100 in credit and have told them it is budgeted for and will cause hardship If I have to wait the 8 weeks they say it might take. They are not prepared to take individual circumstances into account. We are pensioners and my wife is disabled and they know this. I am not the happiest bunny in the warren.”
“Absolutely disgusting service, they over charge make up readings that are much higher than the actual reading. I cannot wait to get away from them.. AVOID at all cost, cheap is not always good, you can lose more money with this company.”
“I wouldn't give that company one star, only the fact that I have to, to put a review on your site. The most appalling company I have had the misfortune of dealing with and I would urge everyone to give them a wide berth. From the very beginning they got everything wrong even so far as taking over the wrong MPAN number for my electricity, even though I proved I had given them the correct one. Since then it has been a catalogue of errors; bills being issued that I simply don't owe for my actual account and other accounts that don't even belong to me, including the account with the wrong MPAN number that, last year, THEY had to refund me on. I could go on and on but won't bore you. Avoid like the plague! They should not be trading, it's that simple.”
“i was in credit for gas £16 and in debt for electric £29 so I sent a cheque for £13 which should have cleared the final bills but oh no I don't think Economy Energy staff can do maths. They have bombarded me with emails claiming I am in debt, abusive phone calls insisting I owe them money and finally a letter threatening court action. I left them in April and had to wait nearly eight weeks for my final bill. They are a shocking company and deserve all the bad reviews and more. Don't join them they will be finished in a few years if they keep on the way they are going.”
“Would give zero if it were possible!!! Avoid at all costs if you value accurate bills and days without harrassment! This company is so woefully inadequate that not only do they fail to keep accurate and complete accounts for their customers, but they cannot even provide a bill! Instead they have no idea what your account is (credit or prepayment, direct debit payments, readings etcetera) and will hassle you repeatedly with blank PDFs demanding payment! Their licence should be revoked!!”
“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!!”
