Yü Energy
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Complaint Regarding Unresolved Billing Issue and Penalty Charge
I was contacted by a representative who promised me a better electricity rate. Based on his assurance, I agreed to a contract with YU Energy and set up a direct debit. However, there was an issue — the payment was not successfully taken from my account. I immediately contacted the same representative about the problem, and he assured me that it would be resolved. Despite my repeated attempts to follow up, he failed to take any action, and eventually stopped responding to my messages. Later, I was surprised to receive a penalty charge due to non-payment, even though the issue was caused by the representative's failure to assist me. I then contacted YU Energy customer service by email and provided full details, including communication with the representative and my bank records, to show that I was willing to resolve the issue and that the situation was not my fault. Despite this, I was told that I must still pay the penalty, which I feel is unfair given the circumstances.