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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Interesting how a negative review on here generates a reaction from YU energy,no response to any of the multiple times I’ve tried to contact them by email or letters. Also interesting how they say in their response to my review that they are collecting additional information to help with my case,I wonder how they know who I am when the bills they are sending me are not in my name but another businesses?! Please stay away from YU energy the worst of the worst.
Date of experience: July 14, 2025
Excellent service was very quick friendly thank you in coo dept
Date of experience: July 14, 2025
US
We had an incredibly frustrating experience with this company. They penalise customers for not having a smart meter, yet failed to turn up twice to install one. Despite their no-show, they still reserve the right to fine you heavily if you’re not “ready” when they finally decide to arrive. Their customer service is equally poor—complaints are either ignored or selectively answered. They respond only to the parts they choose, providing incomplete and misleading information. We were repeatedly given the wrong advice, and no one seemed to take ownership of the issue. In the end, we had no choice but to switch providers. Months later, we are still waiting for compensation for the financial loss we suffered due to their incompetence and mishandling. Avoid if you expect basic accountability or respect as a customer.
Date of experience: July 13, 2025
We were bounced (I can explain how if you really want to be bored!) into an account with these people a year ago. We still have 2 years to run. As it happens, their prices are OK. However, I noted right at the beginning that they had two other people's contact details for our church; one was a St Andrew's in East Anglia with a contact in Peterborough and another was in Darlington! I couldn't alter it online. I pointed out this was wrong on the phone and was told it would be fixed: a software issue they said. It wasn't. I wrote and my letters were ignored, including one to the chief exec. Meanwhile the chap from Peterborough got in touch as he noticed my details were on there for his church! Anyway, I decided to report it to the Information Commissioner as a data breach, and after six months they recently agreed that it was, and said they had been in contact with Yu who gave some sob story which amounted to having employed new people- and presumably not trained them! No punishment and no apology from Yu Energy. Well, just as my blood pressure was going back to normal we got a snotty letter today saying we hadn't been there when they had called, "as arranged" to read the meter. Of course, nobody has been in touch about a visit and when I managed to get through to them today, the chap said there was nothing at his end indicating a problem with our account. (We have a smart meter anyway.) My suspicion is that they have still got us muddled with another St Andrew's. Have a look on Trustpilot. Suspiciously, the "good" reviews are largely from people who've done 1 -3 reviews. Fake, in other words,one suspects. So- PLEASE warn people that if they get into a contract with YU energy they are looking at many wasted hours. Yu energy couldn't organise a barbecue in Hell.
Date of experience: July 11, 2025
This query has been going on since Feb 25, your Customer Service Department is appalling, Customer Service & the Complaints Department have no interest in dealing with the queries. I have been asking for final bills since Feb 25, your attitude is to keep threatening bailiffs, in scaring people into paying. I have finally spoken to Max Goodwin, who has resolved the accounts within 20 mins, he was pleasant, helpful, and listened. He then went on to explain, & advise he would send the necessary information to my email to review. This debt can now be settled next week, once i have spoken to the cashier. It was nice to talk to someone who wanted to help. You need more like him.
Date of experience: July 11, 2025
Very professional, courteous and helpful service…issues resolved in no time at all! Thank you.
Date of experience: July 11, 2025
US
I had to do a change of tenancy because of a previous tenant leaving a debt on the electricity at the premises. Randeep.L helped me get through the process. I had to jump through some hurdles like providing ID and security deposit, but he assured me these where SOP. He was very helpful and called me when I needed to speak with him. He was very customer focused, understanding and resolution orientated. Finding the right person or knowledge if he was not sure due to it being related to another department. The Change of tenancy was resolved in just a few days and I managed to get electricity back in the premises and all is good. Thank you Randeep L. and Russel.
Date of experience: July 10, 2025
US
I Was experiencing a bit of a problem getting phone contact and no welcome email sent to me but when I did get Russel on the telephone he guided me through getting online registration for account and also called me back straight away after the phone connection went dead. Many thanks to Russel. Hello supplied me with my new account number almost instantly after asking some security questions. Many thanks to Russel for his prompt and professional help and service. HONESTLY!!!!!
Date of experience: July 10, 2025
Impossible to get hold of either by phone or live chat. I've raised 2 cases with them and never got a response to either. As soon as my contract is up I'll be leaving. Been on hold online and phone for over 45 minutes now and still not spoken to anyone. After 56 minutes got someone on live chat who said they couldn't help and I need to call. Gave up on the call after over an hour of listening to hold music So few days later, still had no response to my email or from anyone the complaints team at yuenergy either! Honestly this company is a joke AVOID AT ALL COSTS
Date of experience: July 10, 2025
