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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AVOID THIS COMPANY !!!!!!!! NOTHING GETS RESOLVED AND WILL STING YOU !!!!!
Date of experience: July 1, 2025
Avoid them. Terrible service, lying and irresponsible. I had contact with them and it was supposed to start on 27th September last year for my shop. But they cut off and put me on pay as you go method. They charged me £120 a day for almost two months.
Date of experience: July 1, 2025
Overall all 5 stars were well deserved for Kieran. I could not be more lucky than I was today to have found Kieran to talk to. Kieran went above and beyond to help me to resolve my issue. Bare in mind, I had contacted customer services before but Kieran was the one able to resolve the matter for me. Thank you very much Kieran, hats off for doing what no one else wanted to do. You definitely deserve a pay rise and a higher up position as well. Best Wishes
Date of experience: June 30, 2025
US
Recently had 13 transactions on my account in one day (3 bills, 10 credit notes) which resulted in a payment being taken from my account of £5,500 - up from my previous month's bill of £70, which was down from an average of £330. Currently have spent 40 minutes on hold to speak to someone about this but about to hang up!
Date of experience: June 30, 2025
Edit: Your reply that you have reached out is utter nonsense. You still haven't. Don't pretend you are actually doing anything with these complaints. We’ve had a truly dreadful experience with Yü Energy. From the moment we moved into our office, we were hit with an enormous outstanding debt left by a previous tenant. Despite sending our lease, confirming our move-in date, and proving we only occupy a small commercial unit, Yü Energy began charging us for electricity usage that appears to include residential flats in the same building — there is only one meter on-site. We’ve sent multiple emails, requested a proper technical investigation, and asked for a deadlock letter — all ignored. One enforcement officer even told us, alarmingly, that “this company is set up for defaulting people – that’s how they make their money.” It’s hard to disagree when we were charged £150 for a visit that never happened (CCTV proves it), and repeatedly sent threatening letters, even while the account was supposedly on hold. We reached out directly to Yü Energy’s CEO on LinkedIn — no reply. He seems far more interested in posting about record profits than responding to the terrible customer experience his company is delivering. This isn’t just bad service — it’s a deeply broken business model that punishes small businesses and dodges accountability. We are now escalating to the Energy Ombudsman and will take this as far as needed. Avoid at all costs.
Date of experience: June 30, 2025
I HAVE HAD NOTHING BUT TROUBLE WITH MY ACCOUNT. THE SMART METER THAT YOUR COMPANY FITTED WAS ONLY READING THE DAY METER BUT I WAS BEING CHARGED ESTIMATED READING FOR BOTH DAY AND NIGHT TIME METERS. I CONTACTED YOUR COMPANY SO MANY TIMES IT WAS LIKE I WAS ON A HAMSTERS WHEEL JUST GOING ROUND IN CIRCLES. I WAS PASSED FROM PILLAR TO POST AND JUST COULDNT SORT IT OUT. THAT WAS UNTIL A ANGEL LISTENED AND TOOK THE TIME TO REALLY HELP. THAT WAS FAYMINA AYOB. SHE WAS ABSOLUTELY BRILLANT AND REALLY REALLY HELPED, SHE TOOK EVERYTHING I HAD TOLD HER ON BOARD AND THEN TRIED TO SORT IT OUT. I NOW CONSIDER HER MY FRIEND SHE IS TRULY AMAZING THANK YOU SO MUCH FAYMINA I WILL MISS OUR CHATS. BUT NOT THE STRESS.X MOHAMMED HASSAN HAS ALSO HELPED US ABOVE AND BEYOND AFTER FAYMINA WAS ABSENT FROM WORK AND HE ALSO HAS TRIED AS MUCH AS HE COULD TO HELP US. HE HAS PUT SO MUCH TIME AND ENERGY INTO OUR SITUATION AND LIASED WITH FAYMINA VIA EMAIL ALL THE TIME. I ONCE HELD ON THE PHONE WHILST HE RANG THE DEPARTMENTS HIMSELF TRYING TO SORT IT OUT SO HE HAS GOT ON THE HAMSTER WHEEL. HE IS BRILLIANT. HE THEN PUT US IN TOUCH WITH PAIGE IN THE COMPLAINTS DEPARTMENT WHO ALONG WITH BOBBY ANDETSON HAVE NOW RESOLVED EVERYTHING. OUR ACCOUNT IS NOW UP TO DATE. THEY BOTH SOLVED IT WITHOUT ANY ISSUE AND COMPLETELY MADE ME FEEL TOTALLY AT EASE EVEN THOUGH I HAVE HAD SO MANY SLEEPLESS NIGHTS. THEY PROMISED THEY WOULD SORT IT AND IT WAS DONE WITHOUT DELAY. TOTALLY AMAZED BY THEM. ALL FOUR OF YOUR EMPLOYEES HAVE SHOWN SO MUCH CARE AND RESPECT AND TRIED TO HELP US. A MASSIVE THANK YOU TO THEM WISH I COULD GIVE THEM A MILLION STARS INSTEAD OF THE 5. THANK YOU
Date of experience: June 28, 2025
Vishal , please remember this man’s name, he is an asset to this company , calm voice , knowledgeable in ever way and so thorough in sorting my issues out , ouese empathy and compassion, I can’t thank him enough Kindest regards Sarah Carmichael
Date of experience: June 27, 2025
Sarah Hardy within the TPI team has been great!! - always been so helpful, over the last 2 years put plenty of business through due to her. Always ready to help and goes the extra mile. Appreciate all your hard work and efforts!
Date of experience: June 27, 2025
This customer service line very poor ı am waiting two hours on the phone no one answer. I call again click on different department after 30 minutes they answer then they transfer me again one hour still no one answered.
Date of experience: June 27, 2025
