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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Unable to contact on the phone after over an hour waiting on two occasions. Tried the chat, after just over an hour of waiting I was connected to an advisor. Explained the issues and after a further 30 minutes she left the chat! Unacceptable customer service. They cant process a COT despite receiving the information a number of times and are adding unfair fees to our account.
Date of experience: June 4, 2025
I would give no stars if I could: 1. They dont answer emails. 2. Contacting my phone is impossible. After having to enter details twice, am put on hold with a recording that the estimated wait time is more than 10 mins and I have been on hold for 50 mins. Then you get through and they hang up. 3. A resolution to my issue was provided in March 2025. It is now June and it has still not been fulfilled. I have now engaged the ombudsman AVOID YU Energy.
Date of experience: June 4, 2025
US
Diabolical shambles. I have had nothing but trouble. Why do I have to repeat all the security information twice just to be able to speak to you! You have blocked my transfer to another company and Hinay who I have just spoken to says he can't see why! My contract ends on 12th June you have no legal right to block a transfer - Offgem states a transfer can be made within 49 days of the contract ending without penalty. Now I have been on the phone for another half an hour, been transferred to three different departments and I am now holding to speak to the customer services who never pick up. You state someone will get back to me - they never do.
Date of experience: June 4, 2025
This is more like a scam than a company. They took 3 times the amount due every month (for 3 months) via direct debit. You can't communicate with them. We then stopped the DD. They then emailed and said they would charge an extra £30 for stopping the DD and another £30 in 5 days if the DD is not reinstated. A case was set up to address the issues, but then, for no apparent reason, they emailed and said the case was closed. We want out. This place is out of control. No stars.
Date of experience: June 4, 2025
I have spent about 3 hours today trying to get hold of this joke of a company, each time I phone I have to enter all my details twice, they then put me on hold for 10 minutes and then just hang up on me. Yu are not a credible energy supplier, they are an absolute disgrace. Do yourself a favour and don't deal with them, even if they throw in a gold plated Rolls Royce and a no holes barred night with Little Mix, nothing is worth the ball ache of trying to deal with Yu Energy. Edit based on Yu's Reply: Someone did contact me, and unlike the last 8 complaints I have made they actually offered me something, and all this despite me telling them to procreate away and putting the phone down. Sadly they only offered me £30 which doesn't offset the time spent trying to get through to Yu in any way. As a business owner, if you want to be paid less than minimum wage that's what Yu thinks of you. So Asif, if you could arrange for that Rolls Royce to be left on my drive and let me know what time Little Mix will be round that would be grand. Thank Yu.
Date of experience: June 3, 2025
Problem was understood quickly and appears to have been put right. Mariam was very helpful
Date of experience: June 3, 2025
I had several issues that needed dealing with an Jardell was very helpful in sorting them out.
Date of experience: June 2, 2025
Customer service does not work. No replay on the phone for hours then from pilar to post and no solution. Then they want to charge you for there incompetence. Leave this company before it costs you a load off money
Date of experience: June 2, 2025
It gets worse ! They have now deducted a previous tenants debt against my company !! Sent them email after e mail and nothing - no phone call or mail. I am absolutely beyond belief how this company is operating !! Have reported them to Ofgem today.
Date of experience: May 30, 2025
