Very rude operator who asked me to…
Very rude operator who asked me to repeat what I was saying 5 times then she hung up on me
1.2
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Review summary
Economy Energy has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
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Based on reviews, created with AISee what reviewers are saying
A very strange case
A very strange case - I read that they went bankrupt in January 2019 and their clients switched to other operators. But, my friend made a switch to them in October 2021 and the gas card works normally ... What is going on ?????
Closed down by Ofgem.
Ofgem closed down Economy Energy in January 2019 following an official investigation into the supplier. In June 2018, the Economy Energy suffered backlash after customers complained about money being removed from their bank accounts without notice or explanation. The main reason for complain was that customers insisted that their accounts had been in order and that they owed no money to the supplier. This signaled the beginning of the end for the supplier. Customer complaints led to Ofgem opening a formal investigation, and at the beginning of 2019, the regulatory body banned the supplier from taking on new customers. One week later, the energy company ceased trading.
Worst company i ever used
Worst company i ever used
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Website
economyenergy.co.uk
All reviews
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Showing 781 - 790 of 996 reviews
AG
A Nightmare from start of contract to end of contract- Cant get my money back
A follow up review one year later and they are just as bad. I switched over from Economy Energy to another company (03-OCT-18) . I am a credit account customer and I cannot get my money refunded easily or promptly from economy energy. They took £36 by direct debit for electricity after the switch over date when I was already well in credit on both gas and electric . I asked them why and they could not give an explanation. They dont tell you the refund process because they want to make it as difficult as possible to recover your money. They first tell you 6 weeks for a final statement, then 7 weeks later tell you its 6-8 weeks. They then tell you with great reluctance that the onus is on you to contact them on receipt of the final statement to contact them and get your money back. I was told that any complaint would be closed immediately as this was energy rules on refunds...… you could not make these lies up by customer service. I have now complained to the Ombudsman. Economy Energy needs to be closed down.
Date of experience: November 19, 2018
MJ
At my Wits end with this company! Avoid!
Same bad experience as other reviewers. Over £300 credit due back. After a year of cheap tariffs and agreeing another cheap tariff over the phone they then almost doubled my tariffs when the correspondence came through....After months of requesting my credit refund with no success I decided to change supplier and cancel my direct debit with immediate affect. I am now waiting for a credit refund but I'm not holding my breath. I am so disgusted that this company is allowed to continue. It is an absolute disgrace that customers are being treated like this. The company needs to be shut down but I am at my wits end as where to turn next when I don't receive a refund. I have made the usual complaints using their procedures...I would love to hear from people who are successfully receiving their refunds and how long it took. Please avoid this company...I feel very lucky that I'm not relying on this money however other people are not in the same position and can't afford to have hundreds of pounds withheld.
Date of experience: November 18, 2018
M
Michelle
US
Was dreading switching our suppliers as…
Was dreading switching our suppliers as we once did this 25 years ago not a good experience so when deciding to switch this time we did take this decission lightly but to our delight everything went as planned from start to finish we were guided from start to finish by very well informed advisers and we are saving money into the bargain Many thanks Michelle
Date of experience: November 18, 2018
L
Laura
US
Avoid!!!!
Left economy energy on the 31/08/2018, asked for my refund on chat on the 05/10/2018 when I received my bill and low and behold still no refund has hit my account. I spoke to a rude gentleman on the phone today to be told it still hasn’t been processed and said They have received a request on the phone on the 05/11/2018 when today was the first time I had phoned them. So I now have to wait another 28 working days plus they have back log so could be longer from the 05/11/2018 when I have already waited (31 working days.) it wouldn’t be as bad but the refund is over £200 and he couldn’t give me no date or week that I would receive this. I feel like I’m being robbed!!
Date of experience: November 17, 2018
RS
We had a smart metre put in a few weeks…
We had a smart metre put in a few weeks ago the first 2 times we managed to top up gas and electric but when we tried again we couldn't do it so he had to phone up and they said we are not there customer so called the other company up who we was with before and they said we're not with them. I would like to know where are money has gone and which company are we with and the woman from economy energy was very rude
Date of experience: November 17, 2018
MJ
Would give a zero if I had a chance.
Would give a zero if I had a chance. I had many issues with them during my year with them, including people who were refusing to raise my complaint (despite 3 requests to do that in the same conversation)! One warning: don't use their web chat, the people over there are usually useless, surprisingly people on phone are much more helpful (would have thought they should be changing on their work stations but can't believe that). I've now switched away from them (finally!) after not receiving information regarding meter readings needed or any kind of communication and them saying rudely they don't actually need to send me anything! When I switched away I had to contact them myself to get the final bill and later I was told the final refund of the credit was requested. Usually, it is for every single company to get that processed within 14 days via BACS. However, today after 17 days of waiting, I called them only to hear they have 28 days to look into my refund request and it was added to the spreadsheet but they don't know when this will be processed at all!!! I'm not complaining because of the agent that is on the phone as it is not her fault and I know how it feels like when you answer the phone and you have to apologise for what should be achieved normally but I am ver angry and disappointed with this company in general that they aren't able or willing to deliver the service that most of the companies with even lower score on trustpilot can! If they don't start trying to put themselves together, soon they will be going down the same way as GB and Iresa. If I don't receive my refund until December, I will be raising a complaint and going to Ombudsman requesting a much higher refund than 75 quid.
Date of experience: November 17, 2018
RC
My advice to all of you having…
My advice to all of you having difficulties with this truly shambolic outfit, gleaned from my personal situationof being £540 in credit with them 1- they won’t respond to calls in to their call centre. This call centre is OUT SOURCED, they just pay a managed service which is why the people who answer have very limited ability to help you. You MUST ring once and get your request put on the system 2- don’t ring them back anymore, you’re just wasting your time, instead after 2 weeks raise a COMPLAINT to them via their email link requesting payment of balance 3- don’t chase up your complaint, again your just wasting your own time. Let them dig their own grave so instead after 28 days raise a formal complaint to the ENERGY OMBUDSMAN, they are very helpful, will raise an official review which economy energy have to comply with. In approx 6 weeks they will rule in your favour, order EE to return your money PLUS a compensation figure. Within 2 weeks you should get a cheque from EE. Other options are to CANCEL your direct debit whilst going through this process. If you are in enough credit with EE let them use that money instead of extra direct debit payments. If you do leave EE and I can’t see a single reason why anyone would stay with them as I’m pretty damn sure the process will need to be repeated in the future, please ENSURE YOU CANCEL YOUR DIRECT DEBITS AS EE WILL CONTINUE TO DRAW ON THEM. Incompetency or fraud? You decide? Unfortunately EE have 1 single department that is efficient,it’s the one that reviews the reviews on Trustpilot and gets the really bad ones removed within 24 hours, or leaves grammatically incorrect cut and paste replies from Kara or Jess to contact them to find a solution that never happens. EE, when you read this, if only you put as much importance on getting your customers experience improved!!! You wouldn’t need a dedicated review team !!!
Date of experience: November 17, 2018
AA
Shambolic stay clear
What a shambles of a company I have no idea how anyone can go into work there. They messed up when we had a new meter installed and it has been a nightmare since. My account (now closed since aug3rd) shows a large in credit amount which I advised them was wrong. I have called numerous time to get this sorted only to be lied to continually with promises of call backs or the account is now settled but the account tool is down so I need to do it tromorrow etc etc. One guy gave me his name Rhys he seemed genuine and promised to call with an update. When he did not I called and asked for him I think it must have been a code the girl went offf line to speak to him came back and gave me the Account tool was down cos it was Saturday story. I wish I had read these reviews last year before I signed up. I will add a link to them in 7 days time 24/11/18 if this is not sorted, to all my social media pages that should spread the word to a few thousand people.
Date of experience: November 17, 2018
Cd
Chris d
US
Avoid unless you have money to burn
When you join them they take extra payments at the start They say it is to help them keep their energy prices low. So not cheap deals after all. Then when you leave it's at least 8 weeks to get money back I will be going to the ombudsmen Customer service have always been good.
Date of experience: November 17, 2018
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