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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US
I wrote a review a few months ago, and the standard response I had from Yu Energy was "we are sorry and will contact you". It has been two months, and I have only just been contacted by an extremely RUDE complaints handler. We have switched the supply from this property after finally getting our bills corrected and clearing the balance. Yu Energy have now randomly added £500 of debt to our old account, on a pre-payment meter! No debt can be accumulated on a pre-payment meter. The woman who called me today refused to answer how this was possible and just kept saying, "We will be moving the debt to another account as the charges were after the change of tenancy". Our tenant who moved in IS US just under a new name due to company changes! So now they are transferring the debt from our original account to the new account. Safe to say we won't be paying and won't be communicating with them anymore. We've instructed the ombudsman, and if they wish to instruct a debt collector, they can try, but considering their way of practice is illegal, I don't see them having much luck. You may think everything is fine with the company at first, but by god, DO NOT USE THEM! SWITCH WHILE YOU CAN.
Date of experience: June 26, 2025
US
Always waiting up to an hour to get hold of someone, sending an email is not an option as they take months to reply and the live chat on the website has never worked. I called today after not getting through for 50 minutes, the call cut off after only getting 30 seconds into the phone call. As a broker this is unacceptable, cannot imagine what it would be like for a customer.
Date of experience: June 26, 2025
Worst company to ever deal with. You cannot call them and speak to a human. When they call you, they hang up EVERY TIME before they speak.
Date of experience: June 26, 2025
US
I have attempted to make contact with the customer service team multiple times to acquire a certificate but failed on each attempt. Bobbie came to the rescue and was super effecient, helpful and resvolved my query very quickly. Thank you!
Date of experience: June 25, 2025
