Economy Energy
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Avoid Economy Energy at all cost
I made the mistake of switching to Economy Energy for myself, my mother and my mother-in-law in 2017 and have experienced similar issues across all three accounts. They routinely increase the amount of your Direct Debit without advance notice, despite the DD rules, even when your account is in credit. They do not carry the account balance correctly from one statement to the next e.g. end balance £197.41 CR on one statement is followed by a start balance of £5.18 CR on the next statement. When phoning up to query this you have to wait for anything up to 58 minutes before you can speak to a Customer Advisor. When you finally get through the explanation for the balance error is that the bills have been based on estimated readings, despite sending actual readings, so adjustments were needed. At the point where you switch away they routinely produce statements that do NOT go all the way up to the switch date e.g. statement to 2/9/18 produced after switching on 6/9/18. When you contact Customer Support to query the lack of a refund you are told that a final bill needs to be produced before a refund can be processed and this will take 6-8 weeks which is the industry standard. If you are persistent enough to get final bills produced they then have no timescale to process your refund(s) due to a backlog. While some of their Customer Support team are pleasant and ‘helpful’, some most definitely are NOT. Unsurprisingly their Customer Complaints team do NOT respond inside their stated timescale and will routinely close the complaint without any resolution. If you attempt to escalate over the phone, you can be assured that there are no managers on site and they are not authorised to give out contact information for managers. Online there is no facility to escalate. My advice to anyone considering switching to Economy Energy is DON’T TOUCH THEM WITH A BARGEPOLE. They are the worst energy supplier I have ever dealt with, I just wish I had checked other Customer reviews before I switched to them. UPDATE Reply from Economy Energy (as someone else has pointed out, this is the stock response) Hello Peter. I do apologise for the issues you've had with your bills and refunds across the three accounts mentioned above. We can look into this for you if you can please message us on web chat via our website. ^Kara Following Above response I optimistically contacted them on web chat only to get the following comments: Your refund is in the process and is currently being working, unfortunately I cannot confirm a date of when this will be refunded but this should be done shortly. Please accept my apologies, I do understand this is an inconvenience but we are working through the back log as quickly as possible. I do apologise about the current wait period, but unfortunately there is nothing we can do to speed the process up. The staff on their web chat clearly are either unable or unwilling to resolve issues so that contacting them is a completely pointless exercise.