Economy Energy
View company profile →
Terrible experience, but light at the end of the tunnel
Economy Energy kept my >£500 credit balance after leaving them FOR 6 MONTHS before I finally got the money back, PLUS a £50 apology, and it cost me nothing but my time, but before I reveal how... I'm now with Bulb, and not only do they pay any exit fees your current supplier charges, but if you use my referral link we both get £50 credit too! bulb.co.uk/ refer/mauricen9005 ^^ remove the spaces to make it work So after the worst year of my life with Economy Energy as my duel fuel supplier, loads of emails and phone calls, all resulting in excuses and lies from Economy Energy, I eventually initiated a complaint with Resolver (resolver.co.uk) - this is well worth doing because not only does it guide you through the process of making a formal complaint, but if it comes down to it, it makes it super easy to escalate the complaint to the Ombudsman. True to form, Economy Energy took at least 2 weeks to respond to each email I sent via Resolver, and of course nothing ever happened, only excuses and lies. After 2 months I was able to escalate my request to refund my credit balance to the Ombudsman. This is my first experience with these guys and I have to say they were very responsive getting a resolution agreed with Economy Energy within about a week - that resolution was 1. for Economy Energy to repay the credit balance they owed me 2. for Economy Energy to pay me an additional £50 3. for Economy Energy to write a formal apology letter All of this was supposed to happen within 3 weeks/15 working days. Can you guess what happened? I had a letter from them fairly quickly basically repeating the remedy actions above and with a single sentence with a very non apologetic tone acknowledging the issue but not much more! 4 weeks go by and I was paid the £50 but still no Gas or Electric credit refund. Eventually I had to chase the Ombudsman! The Ombudsman tried contacting Economy Energy by phone but they didn't answer! Ultimately Economy Energy had repaid my money within a few days, but it did take several more emails back and forth with the Ombudsman while Economy Energy first paid my Gas and then eventually Electric credit back. It's happy ending for me now, but I feel like a lot of people would have given up and just let them keep the money. Don't do that - Economy Energy need to be held accountable and if there are enough complaints about their behaviour the Ombudsman has the power to shut them down.