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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Long waiting in queue, after answered by someone left for checking details and disappeared for 20 minutes, had to shut phone
Would give zero if possible!!!! Disgusting company, no one answers phone, charge ridiculously high rates and just make your life hell to deal with them. Actual thieves, what they do cannot be legal and is certainly not ethical. Avoid at all costs, worst company I’ve ever encountered.
Had an ongoing issue trying to get a refund fpr over 12 weeks not a great deal of money but it was mine spoke to a few people on phone no help then got through to a guy called CHAND in customer resolutions he saw the problem took control of the situation sorted it within a week top guy so helpfull
FAO Bobby. Tried to bill us £20k for 4 months electric and has since left us with no electric at all. Spent 2 hours on hold and didn’t speak to anyone, then they closed at 5pm. Meant we couldn’t trade and had to close, has also lead to stock loss and loss of earnings.
Kept avoiding providing me with a contact address, I have asked multiple times due to people not emailing me previously from YU. This may be annoying to deal with for you guys, but I am suffering here and need a formal email chain that I can input all the info and be able to provide for my landlord and probably ombudsman. I would appreciate someone to reach out asap please Thank you
AVOID THIS COMPANY!!!!!!!!!!!! 2000218177 Account number I’m writing to express my profound disappointment and disgruntlement towards your esteemed firm. It astonishes me that I have recently received an invoice, dated a full year after my departure from your establishment. It certainly leaves me perplexed about the efficiency and the accuracy of your billing system. Surely, it would be beneficial for both parties involved if the transactions are cleared timely and not delayed by such an extensive duration. Further compounding my vexation is the apparent lack of adequate channels of effective communication. I have made numerous attempts to reach out, alas, to no avail. Despite my persistent efforts to navigate through your telephone system, I find it gravely alarming that I am consistently greeted with an unanswered line. This has led me to question the sincerity and effort put forth by the company to address customer grievances. It is with great regret that I currently feel compelled to advise my personal and professional networks to refrain from patronizing your establishment, unless significant improvements are witnessed in your customer service and billing departments. It is of utmost importance for an organisation of your stature to uphold customer trust and satisfaction, ensuring that the mishaps suggesting negligence or oversight are promptly investigated and rectified. Recognising your commitment to maintaining a reputable and efficient business, I expect that the relevant authorities in your firm will promptly look into these matters. By resolving these issues swiftly and rebuilding the trust that was once placed in your company, I am sure you will be able to continue providing the top-notch services you are known for. I earnestly hope that my experiences will serve as constructive feedback for your firm. It is crucial to remember that the quality of the customer experience can heavily influence a company’s brand image and reputation. Thanking you for your attention to this matter and looking forward to your prompt action in resolving the aforementioned concerns.
Absolutely awful experience with Yu Energy. Switched to them from British Gas for our business premises. They opened our account and then after they’d changed the meter took £2000 out of our account for a £10 meter reading!!!!. We rang and complained and asked for the money to be returned - instead they took another £2000 - so that’s £4000 they now have of our money!!!! That was over a month ago and still we don’t have the money back. Each call takes at least 30 minutes to get through (I’m writing this review as my wife is waiting for the call to be answered - today 45 minutes so far). We’ve made multiple calls to them and they’ve got all sorts of excuses why it’s not been refunded yet - despite acknowledging it’s there problem!!! Now about to escalate this to our solicitor as we’ve run out of patience. Avoid at all costs - worst company we’ve ever dealt with.
Moved in YU informed me that as i havent signed a contract with them then they have moved me to a PAYG rather than credit, so forcing you to sign a 2 year contract with them or pay high price for supply untill you can get new supplier, Went on website unable to see how much credit there is so have to guess when you need to top up, as meter is installed in a neighbours property i am unable to check the balance on that, YU refuse to move the meter, so complete guess work on ensuring you keep your supply on, will be contacting ofgem with complaint as YU dont care no customer service at all, i could understand it if i had not paid a bill so, but no option for a deposit and remain on monthly billing straight switch to prepayment meter, also check yor contract as if a 2 yr one and you fail to renew terms or leave then they lock you into another 12 month extended contract on a higher tariff if not a micro business. Update: 31/5/25, Topped up meter with £100, yet money didnt go on to meter yet got confirmation of payment, spoke to customer service has the electric went off, told had to pay more money to top up meter was the only way to get electric so did so then get confirmation that account was now in credit £199.00 so asked for a refund of the 2nd payment of £100, told as i was traffering out no refund would be made unlill my account was closed. so have had to issue a dispute with my bank, i am lucky i could afford the 2nd payment so vulnerable people woud hav to go without power, seriously YU energy need to be taken to task by OFGEM. And no one has contacted me from YU apart from in response to m request to a refund of the extra payment they forced me to pay for their error.
Once again the levels of stupidity have reached a new level. This afternoon Yu energy emailed me to let me know my refund regarding my overpayment was being sorted out, 2 hours later they demand money from me to avoid disconnection.
