Home Energy
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Avoid Home Energy – Unprofessional and Poor Customer Service
I moved to Home Energy after seeing a recommendation on the MoneySavingExpert forum, but unfortunately, my experience has been extremely disappointing. From the start, communication was unclear. Despite having a smart meter, I kept receiving multiple emails asking for meter readings. When I contacted them, I was told to ignore these emails as they could read my meter remotely. I followed their advice and ignored the constant requests, only to find out later that I had been underpaying. Home Energy then attempted to nearly double my direct debit for three months. I’d had a similar issue with British Gas a few years ago, and they were far more reasonable – they simply spread the underpayment over 12 months. When I contacted Home Energy to explain that the underpayment seemed to be due to their failure to use the smart meter correctly, they would only allow repayment over six months. To make matters worse, I was informed of the underpayment less than a week before the increased direct debit was due, leaving me no time to budget. I made a formal complaint asking them to review this, but I had to chase them just to confirm if it had even been received. To date, I have still heard nothing back. In the meantime, I switched back to British Gas – who, despite their faults, at least answer the phone, respond to emails, and can actually read my smart meter. Last month, I paid half of the remaining balance to Home Energy and planned to pay the rest at the end of this month, as budgeted. Today, I received a Final Demand letter – clearly printed at home, with half the company details missing – threatening court action. They seem capable of responding quickly when they think money is owed to them but can’t even acknowledge a complaint. Overall, I found Home Energy to be disorganised, unprofessional, and completely lacking in customer care. They don’t seem to follow their own procedures and leave customers to deal with the consequences of their poor communication. I would not recommend them to anyone.