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.
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Understood the complaint fully and resolved quickly
Date of experience: June 10, 2025
US
My latest email to YU energy in an ongoing nightmare I’ve had since switching a couple months ago!! ‘’Surprise surprise I’ve received no response to my emails! “I’ve paid my latest bill £785.29 before the due date. Pls remove the ridiculous charges added to my account after YOU overcharged ME!! I will leave another poor review on trustpilot regarding my most recent poor experience with Yu Energy if yet again I don’t receive a response Pls can someone come back to me’’ The nightmare continues!!
Date of experience: June 10, 2025
US
Have been trying to contact yu energy nearly every day for past two weeks but still no contact with them. Called but told waiting time is longer than 10 minutes. Have waited over an hour and still nothing. What's over 10 minutes.. a day, a week?!! Trued their live chat which is as live as a power cut, no live response just constant repeated stupid questions and again no response. Tried WhatsApp but again let's not even go there with that. The company is a joke. Bet if I cancel my direct debit I will get a response!
Date of experience: June 10, 2025
Yusuf was very helpful, polite and more importantly, called me back when he said he would. Thank you Yusuf :-)
Date of experience: June 10, 2025
Overall a good company, not without their hiccups as with any business but they have always had great customer service and resolved any issues raised with them. There are occasions were charges have been applied incorrectly etc but the company have corrected and resolved immediately when i have queried the charges etc. Getting a smart meter installed was a bit of a nightmare but that is due to there being very few engineers in my area but again the company have compensated us for any inconvenience we have incurred and i am glad to say this has now been running smoothly since the install in March. Josh, our local engineer was very professional and polite. so top marks for him too. Aneeka K in customer service was very helpful when our direct debit wasn't claimed this month due to being paused your end to prevent charges going through which were added incorrectly. Reassuring us that we wouldn't incur any late payment as it was not our fault and the issue has been resolved and the direct debit reactivated. As with any Company, things don't always go smoothly but it is how situations are handled that matters when things go wrong and so far, I can't complain about the customer service team. We have also saved a lot of money this past year since we joined Yu Energy. We were previously paying £2 daily standing charge and now we pay 31p daily standing charge.
Date of experience: June 10, 2025
If you wana save your business money from these goons then don’t go to them ,, take my words go somewhere else
Date of experience: June 9, 2025
Fantastic, friendly and great service from Bethany Linford at Yu Energy. Keep up the excellent work.
Date of experience: June 7, 2025
