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It shouldn't have happened, but it was sorted out quickly and efficiently.
There was an issue with closing my account when I switched to a different supplier. My final bill and refund did not appear when expected and the automated system that takes the monthly payment from your Direct Debit didn't know I was no longer a customer. I raised this with customer services and someone called Kim (maybe a generic name) had resolved it within 24 hours. So it shouldn't really have happened in the first place, but at least it was quickly resolved.