Yü Energy has mixed reviews from customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
BLATENT LIES TOLD TO ME They wanted to switch me over to a PAYG meter, which I didn't want. They said they were doing it on a Friday so on Thursday had a one and a half hour conversation with someone that cut off at 5.01pm because the office shut, Next morning I spoke to someone and they guaranteed me my meter would not switch over, and literally did whilst on the phone to him. LIVID
This review is solely to note the exceptional customer service from Yu colleage Ritica. I had a number of major issues on my account, primarily arising from the need to switch over the contract from my recently passed away father to my name. Ritica went above and beyond to resolve the complex problems on the account. Her commercial and management IQ was far above my expectations and a guiding light in what was a difficult situation to manage. I note that this was after several bad experiences with Yu's billing system and other confused customer service agents.
After signing a 3 year contract with Yu, they inexplicably changed my meter to PAYG, even though they had billed me for electricity & there was a DD in place. Yesterday, during lunch & at our busiest period, the electricity was disconnected. We had to close our premises as we could not trade. After a 50 minute wait, I was told I would have to top up, which I did. The following day, the credit ran out as most of it had been used to pay the bill which is on DD. Again no electricity & I’m currently waiting to speak with someone. So far I’ve been waiting 45 minutes
Our Sales Advisor, Demetrius, made the whole renewal process easy.
No description available yet.
Website
yuenergy.co.uk1,000 total • Write a review
US
I rang to cancel our contract as we are leaving our current premises. The person on the phone was very helpful and knew exactly what needed to be done. She also stayed on the phone with me whilst I emailed her all the documents to make sure that they were received and the correct one. Great service provided.
Date of experience: July 17, 2025
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.
Date of experience: July 16, 2025
US
They called our company enquiring about an unpaid bill (we do not have any unpaid bills with them unless they have made a few up). Called them back straightaway and was on hold for more than 50 minutes until they answered. Then went through an interrogation and questions over security (they had phoned us!). They then refused to engage further saying I had not passed data protection. Utter garbage. Such a despicable company, not devoting resources to their phone lines yet raking in millions for dividends (check their latest accounts on Companies House). Stay well clear of this lot.
Date of experience: July 16, 2025
Jamie helped me today to set up a direct debit. Friendly and helpful.
Date of experience: July 16, 2025
Terrible, passed from person to person. All customer services operatives sound like they are half asleep AVOID
Date of experience: July 16, 2025
US
AVOID if it’s not too late! Got switched to Yu energy and was told I need to have a smart meter fitted, the first time the engineer didn’t show up! The second time the engineer was due between 8-6 and I was told and as states on letters and emails that the engineer will call when they are on their way, well I didn’t receive a call and the engineer supposedly turned up at 8.15 but no message was left or slip through the door to say I had missed them! They are now trying to charge me £260 for this! I will be switching provider as this has all happened before I’m even fully set up with them! And by looking at other reviews I’m not the only one!
Date of experience: July 15, 2025
Today we had an unannounced visit by an engineer to install a smart meter which we declined and this was in writing from YU energy he then decided to take pictures of the property and was very rude and intimidating to female staff members! Im sure his attitude would of been different if male members of staff were on site. No missed invoices, all accounts are in credit so no reason for the unannounced visit. Avoid at all costs as this just adds to the catalogue of errors, issues and frequent rudeness of this company!
Date of experience: July 15, 2025
US
Absolutely disgraceful experience. Since signing up—an admittedly easy process—the nightmare began. We’ve received 3 to 4 missed calls every single day, and they hang up within 10 seconds each time. We’ve now clocked over 30 missed calls. Every attempt to call back results in a soul-crushing 25-minute wait on hold, only to speak with someone who assures me they’ve updated our number—except they haven’t. I’ve used the live chat multiple times, submitted requests, repeated myself endlessly, and nothing has changed. The calls keep coming. It's as if no one there actually knows what they're doing—or worse, they just don’t care. To top it off, the total disregard for data privacy is staggering. GDPR compliance? Clearly not a priority. I’ve filed a formal complaint with Ofcom and suggest others do the same. Avoid this company at all costs unless you enjoy being harassed by ghost calls and ignored when you ask for help.
Date of experience: July 14, 2025
