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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Despite previous unrelated issues Akeela dealt with my billing problem quickly and efficiently.She accepted ownership of my question and resolved it to my satisfaction Full marks David Bowden
Date of experience: October 3, 2024
we opened an account 2 sites were not given account numbers the online billing didnt work we couldnt access the accounts despite complaints, they ignored our complaints. they turned up to fit a smart meter when we were operating at the vets early and then put us on higher charges because we delayed the smart meter. we decided to leave them and have given notice.
Date of experience: October 3, 2024
Natasha was a extremely helpful and efficient representative, who answered my query fully
Date of experience: October 3, 2024
Faced with the stress of being cut off I cannot thank your representative Andra Constantin enough for the way she handled my call. She got us up and running with endless patience through what seemed an endless list of problems.
Date of experience: October 3, 2024
Although she had to pass my complaint on for an enquiry to be started, Shanaaz was most helpful and very polite. My call was answered quite quickly and I did get to speak to a real person, quite a change these days.
Date of experience: October 2, 2024
Yu energy have the worst customer service I have ever had to deal with. I have an old fashioned metre ( not a smart metre due to its position it cannot be changed). Yu energy constantly over bill me and refuse to address the situation. I send photographs of the metre sometimes 2x per month and they constantly read it incorrectly and debit out of my account thousands of pounds. Do not use this company. The staff are incompetent and extremely unhelpful.
Date of experience: October 2, 2024
