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
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Showing 891 - 900 of 996 reviews
Jr
my experience with economy energy
my experience with economy energy, it is the worst provider i have ever encountered. My gas and electricity bills are both paid by direct debit and my account is in credit, yet I still get emails and calls of overdue Bill. I have spent hours on the phone with number of your staff trying to resolve the issue, but without success. I'm sick and tired of calling your them. Their customers service is appalling . The staff provide different information about the my account and I cannot access my bill thus , I never know what I'm paying for. It a nightmare dealing with economy energy .
Date of experience: November 6, 2018
F
I have waited 39 days and still haven't…
I have waited 39 days and still haven't received over £500 reimbursement from Economy Energy. Today I was informed I may have to wait a further 14 days!
Date of experience: November 6, 2018
D
Daniel
US
Further to below..
Further to below. After following Kara's advice to contact via message (which is the same response to almost all reviews if you have not noticed) Economy Energy were unable to help with my issue. Though the staff helped in terms of sending bills etc, essentially they just maintain that the "debt" has to be paid, with no real control to be able to solve the issue. I still think it is terrible to tell a customer everything is settled at the time (May 2017), and then contact them ~18 months later. How it took them 18 months to put together "a final bill" is beyond me. Seems like the behavior of a struggling company, not a customer friendly energy provider.
Date of experience: November 6, 2018
M
MAP23
US
I am tired of trying to get a final…
I am tired of trying to get a final bill and rebate from this company. Looks as though the industry as a whole are sat on £1.3Billion of monies due in rebates. So today I submitted a formal complaint to Ofgem. Tried chat again. No progress. Suggest anyone having problems to complain to Ofgem. If they get enough complaints they may have to sort them out!
Date of experience: November 6, 2018
RT
After having a smart meter installed…
After having a smart meter installed Economy Energy carried on billing me for both the new smart meter and the old analogue meter. Because I don't look at my bills online on a regular basis I didn't realise this until they said they were putting up my direct debit by around 50%. After lots of emails and phone calls I received an updated bill (available on line only , nothing in writing) but his took over two months to resolve. The latest bill shows I'm almost £200 in credit so it will be interesting to see how long this takes to be refunded when I change supplier.
Date of experience: November 6, 2018
D
Dean
US
I am still awaiting a final statement
complain to Ofgem Idid, and so have many others this company now banned from taking on more customers brilliant I am still awaiting a final statement if your read the reviews i have written on this apaling company, you will see i am awaiting accurate statements on the account. i have emails and text demanding different amounts. I WILL NOT BE PAYING YOU A PENNY until i get posted accurate statements, form the readings sent to you and the estimated ones from you. Also upto today i have received 29 text in the last month and 28 emails demanding payment all blocked into junk but this is now looking like harassment demanding money, i will look up the rules on that. but in the words of harry potter " good day sunday , no post on sundays"
Date of experience: November 6, 2018
SF
Had emails telling me to upload…
Had emails telling me to upload evidence for the home warm discount ...got no email address to send it too them..ive sent messages the only reply ive had is upload evidence now ..ive given up now... tried to send on 3 occassions keep getting blocked from sending it...worse decision i made switching to this company..
Date of experience: November 6, 2018
PG
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.
Date of experience: November 5, 2018
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