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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Randeep L went above and beyond helping me process an end of tenancy for our former office which was more complex as we had 3 meters. The customer service is great and we are in the process of moving Yu Energy to be our suppliers at the new property.
Date of experience: July 8, 2025
I have a number of accounts with YU energy and I aways find their call handlers polite and helpful. Leyla handled my call in a professional manner and was able to assist me in my queries. I have dealt with a number of utility firms, however, I have moved quite a lot of my businesses over to YU energy due to their helpful nature of their call handlers as well as their competitive rates,
Date of experience: July 8, 2025
Yu changed its pricing evels AFTER I signed up to a 3 year contact and the 39p a day service charge agreed to went up to £1.60 per day and I quit. Conract or no contract, they defaulted on their side of the bargain. The kept harrssing me for estimated final bill which I only paid after 6 months of ignoring their threatening emails and I paid it £10 short. Received an e mail about it and I told them flat out I was NOT going to pay the final £10 and they capitulated and agreed. IT'S ALL A CON, A LIE, A BETRAYAL OF DECENCY IN BUSINESS - A REAL - AND TYPICAL - MANNER IN WHICH ALL UTILITY COMPANIES SEEM TO WORK. They don't give a damn about you, it's all about the power and the money and F the customer. The reply from Yu is the same automated BS that you see against every complaint and where they DO NOT want to get to the bottom of it as I have already complained several times and all you get is condescention and rude service. THEY ARE NEVER WRONG.
Date of experience: July 8, 2025
Cant contact company by phone but got a response finally from the Chatbox facility and sorted out problem
Date of experience: July 8, 2025
We have an electricity business account and i wanted to check our consumption on line. The system would not respond to my request for a password reset, so I tired to register. it would not accept my account number even though it ids written on my invoice. I tried ot phone but gave pu after 30 minutes on hold. So I tried the online chat but the so called expert agent kept telling me it did not understand what i was saying. Finally got through on the phone to be told that the IT department would check the fault and get back to me in three working days. Our Gas is with Octopus who are just terrific. wil change ot them asap.
Date of experience: July 8, 2025
AVOID AT ALL COSTS. SCAMMERS. MAKE UP BILLS THREATEN IF YOU DONT PAY THEY WILL DISCONECT THEN SAY TAKES 45 WORKING DAYS FOR REFUND THAT NEVER COMES ALL POZATIVE REVIEWS ARE STAFF IF YOU FOLLOW THERE NAME TO LINKED IN
Date of experience: July 7, 2025
yu energy contacted me in may to replace a smart meter( there was nothing wrong with the old meter ! ) there installer (mr david emery )arrived on the due date and told me there was woodworm in meter board and he would not fit his new smart meter I asked him TWICE if i would be charged for this visit he said absolutely not !! fast foward to july 1st and they sent me a bill for £260 for the visit !!!! I rang yu energy and after 30minute wait got through to them i spoke to there advisor tracy and asked for a formal complaint to be made regarding the excessive charges I was told a yu energy complaint handler will contact me the following day (another lie ) Iwill be escalating this to the energy ombudsman regarding the fraudulent practises MY ADVICE TO ANYBODY THINKING OF JOINING YU ENERGY IS TO THINK AGAIN
Date of experience: July 4, 2025
here we are the story and the magic continues after all this time the final result is that from £6939.84 we went to £5060.85 and today it was established that they will pay only £743.76 on a given day 20/06/25 they said that due to a pricing error I was charged a bill of £1166.74 another of £6482.06 for the period from 08/12/23 to 27/08/24 so they waited all this time but now they woke up plus another bill was calculated Of £4166.01 and £1228.61 for the period from 28/08/2024 to 01/06/25 same calculation had already been removed from my account another £1686. This is shameful the final response was that if I have problems and I do not agree I can turn to Ombudsman who had already established that YU energy had made a mistake and had to refund me £6939.84. All this is absurd and depressing.
Date of experience: July 4, 2025
They quoted me a smart meter contract price and advised a smart meter would be installed within 28 days. No smart meter appointments were available despite lodging multiple complaints and spending hours on the phone. As no smart meter was avaialble they have proposed massively increasing my tarrif. I have raised a complaing and asked yuenergy to issue a deadlock letter. No response in over a week despite it being raised as an urgent complaint. It is literally impsosbile to get in contact with them. I have spent hours and hours attempting. Have a google search of their other reviews
Date of experience: July 4, 2025
US
Very poor - signed up for two years and now they have extended it until 2029 saying their T & C allow it . I didn't respond to an email so they have renewed the contract because they can. The original deal finishes Feb 2026 , They have amended anti 2029 and will not allow cancellation. Look very carefully before you sign up. Show Caution
Date of experience: July 3, 2025
