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  • FIRST POST
    • MSE Karl
    • By MSE Karl 25th May 16, 2:01 PM
    • 27Posts
    • 6Thanks
    MSE Karl
    Economy Energy reviews: Give your feedback
    • #1
    • 25th May 16, 2:01 PM
    Economy Energy reviews: Give your feedback 25th May 16 at 2:01 PM
    This is a feedback thread on energy supplier

    Economy Energy

    Please share your experience with other MoneySavers. Click reply to take part
    • Did your switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you haven’t already, join the forum to reply.
    Last edited by MSE Andrea; 12-09-2017 at 12:50 PM.
Page 2
    • trinidadone
    • By trinidadone 8th Aug 17, 11:53 AM
    • 2,940 Posts
    • 1,107 Thanks
    trinidadone
    I have received a response from this company. I ave been provided a bill based on a estimated bill. I have now been asked for the meter readings which were supplied to this company when I started. There appears to be some serious customer service issues with this company. while there tarrif is advertised as cheap, I have already decided not to remain with this company after the twelve months is up, and that is after being a customer only since April. As this company is unable to provide a first bill, i would not recommend being a customer.
    Trinidad - The hottest place to go
    • MaggiB
    • By MaggiB 11th Aug 17, 11:23 PM
    • 2 Posts
    • 2 Thanks
    MaggiB
    Rubbish service
    I switched supplier to Economy Energy in April 2017. Fixed for 1yr by monthly DD gas & electricity. I explained that as I have Solar Panels my monthly electricity readings would be very low. However I agreed that for the time being I would pay the 'normal' rate for 3 months when it would be reviewed on the evidence of my meter readings. I wish! My monthly readings are not being recorded. I have not had a statement showing my energy use and direct debit payments. I have telephoned the customer helpline and sent emails but cannot get a result. The online account is no better. It is still in it's 'Beta Version'. I am over £100 in credit already. I am unable to get my direct debit payments adjusted or claim a refund in spite of my best efforts. They were quick enough to accept my switch to themselves (after an initial problem getting a reading). I would terminate my contract but there is a £30 exit fee on each product. They have been noted by OFGEN previously about their poor customer service. Obviously they have 'got away with it'. DON'T USE THIS COMPANY . Maybe smart meter users get a better service?
    • trinidadone
    • By trinidadone 12th Aug 17, 10:54 PM
    • 2,940 Posts
    • 1,107 Thanks
    trinidadone
    Dear Economy Energy,

    I raised the issues of not receiving a bill in a informal complaint on 10th July 2017. I have reviewed your customer complaints policy, and have emailed a complaint to customer.complaints@economyenergy.co.uk, and requested this complaint is looked at, at the review stage. As a new customer I am disappointed of still awaiting a bill from this company.
    Originally posted by trinidadone
    I am still awaiting for my complaint to be resolved. Terrible customer service, why did I choose this company??? my contract to end could not come quicker enough.
    Trinidad - The hottest place to go
    • bjpirt
    • By bjpirt 17th Aug 17, 2:54 PM
    • 1 Posts
    • 0 Thanks
    bjpirt
    I just tried signing up after these guys came up tops for price on the comparison. Unfortunately it seems like the online saver account (which is the one that was being compared) is not compatible if you have a smart meter (which are being rolled out to everyone). The only plan available was £170/year more expensive than the one advertised. I think you need to put a note on this supplier saying the plan is only valid if you don't have a smart meter.
    • crabbit_yin
    • By crabbit_yin 8th Sep 17, 11:19 AM
    • 1 Posts
    • 0 Thanks
    crabbit_yin
    EconomyEnergy are really quite terrible. They can't seem to get their act together. They NEVER ask for meter readings, so you have to do that by yourself, IF you remember. I joined in Nov 2016 but it took them over 6 months to get ANY web-site accessibility at all. Prior to that I got random bills by post at wildly differing times for gas and electricity, one bill being months out of date. When they finally got their web-site working, it still, to date (8/9/17), will not allow you to see your bills. Plus - they increased my direct debit from £78 to £91 per month, even though I am in credit on both gas (£105) and electricity (£71). Strongly discourage anyone going to this awful company.
    Last edited by crabbit_yin; 08-09-2017 at 11:21 AM. Reason: forgot to add a detail
    • trinidadone
    • By trinidadone 8th Sep 17, 12:19 PM
    • 2,940 Posts
    • 1,107 Thanks
    trinidadone
    Hello crabbit. I seem to get text messages from this company requesting meter readings, but like you, there seems to be huge billing issues with this company.

    I have already contacted the energy ombudsman, and I have been advised I need to give the company eight weeks to address my billing complaint. I am intending to raise the issue with the ombudsman as soon as i possible can.
    Trinidad - The hottest place to go
    • condoghost
    • By condoghost 14th Oct 17, 6:08 PM
    • 57 Posts
    • 17 Thanks
    condoghost
    I so wish there were warnings of such issues of customer service up front with this Economy Energy switch. I've been with MoneySavingExpert Cheap Energy Club from the outset and sing their praises from the rooftops. This is my 5th switch and the previous 4 have been so smooth saving me money every time. It's the best service out there and believe me I've checked 5 others to make sure this is the case this time too.

    I have today sent Economy Energy an email directly rather than from their website. Having read all the comments here I am now quite worried this switch will become burdensome and very worrying for me.

    I switched to the Economy Energy Direct Saver (Fixed) 12 month deal via the MoneySavingExpert Cheap Energy Club having missed out by one day this year's Cheap Energy Club Big Switch. Yes, the email header wasn't so obvious with me thinking it was a reminder email not realising it was letting me know one deal had already been over subscribed and the other was ending the next day. Silly me [dizzy].

    I received a great welcome email from Economy Energy 20th September 2017. All very well presented, clear and precise, detailing the next steps 1, 2 and 3. Also the emails for the Economy Energy Direct Debit Notification. All timely sent. An impressive start. And of course direct debit payments have been processed promptly on the dates due. No "surprise-surprise" there.

    Step 3:
    We expect your supplies to go live on 07/10/2017. About 5 days before we'll send you a text/email to ask for a meter reading.

    Great news except there was no text, no email from Economy Energy asking me for a meter reading.

    Meantime my previous supplier sent me an email advising the date of the switch to be 5th October 2017. I provided them the meter readings online directly on that day so as to ensure there was a clear and precise switch.

    I went to the Energy Direct website https://www.economyenergy.co.uk/ My account to register with my account number and postcode so that I could 1) provide them with the meter readings 5th October 2017, 2) ensure warm home discount was noted, and 3) ensure pensionable age long term illness priority services were noted.

    No luck --- "Account could not be validated or has already been registered. Check your details are correct and try again or login with your existing details."

    I've even tried combinations of postcode - with a space, without a space, uppercase, lowercase - still the same message. I have attempted to register for my account a number of times on different dates, and again today, and still the same message.

    5th/6th/7th October 2017, I forget which date, I clicked on the Contact Us > Email us here option and sent two emails. 1) advising I had not received the text/email to provide them the meter readings, and 2) the problem with registering my account as having not logged in before. Whilst there is a confirmation webpage advising 5-days to answer such enquiries, a copy of the emails are not sent to my email address for my reference and, as of today Saturday 14th October 2017, I have not had a reply back to either of these "Email us here" emails.

    The Economy Energy welcome email advises the contact details economyenergy.co.uk 0333 103 9053 8am-8pm Mon to Fri 8am-6pm Sat and 8am-4pm Sun and their economyenergy.co.uk website advises "speak with our team" "If it's a general enquiry... Monday - Friday 8am-8pm, Saturday 8am-6pm, Sunday 8am-4pm", yet, when I telephone them today, Saturday 14th October 2017, the automated message informs me the hours are Monday - Friday 9am-6pm; I'm invited to leave a message for callback only to then be informed "mailbox is full"!

    I want to advise meter readings twice a month. I want to do this online to save me money. Calls during the week cost me money. I'm a pensioner on pension guaranteed credit. Pennies count!

    This switch seemed to start well but now I'm not so sure. I'm hopeful this can be turned around before it indeed does become a burden and a worry for me. It could well cost me more money than the savings projected after the end of the British Gas Collective Fix Oct 2017.

    I am hopeful not to receive one of those cut-and-paste "We apologise for any inconvenience, we always strive to make the switching process as smooth and easy as possible. Please send your details to customer.complaints@economyenergy.co.uk and we will investigate this further for you" replies I see here in this forum given I've mentioned I've already sent these details by email directly

    I just want this switch to work seemlessly and not become a bigger problem in 12-months time.

    Wish List: A moderator approving links submitted by newbies like me
    • stevenpc
    • By stevenpc 12th Nov 17, 1:23 PM
    • 90 Posts
    • 15 Thanks
    stevenpc
    similar probs as the above post however in adition to above i am still paying dd to my old provider and to ee.The electricity has been sorted however they according to my old provider have not sent metre reading for my gas to them.I was last able to contact ee on 7th october and they said they had all the infomation required and will send final gas reading to last supplier.Yesterday after getting confirmation from my old provider that they wher waiting for the reading from ee and agreed to not take anymore dd for the time being ( i am in credit ) however too late to stop a dd to them for this month.I spent 2 hours during the cource of yesterday and again first thing this morning ( sunday ) holding on to phone to speak to ee without success and recorded message advising to call next week.They do not respond to messages sent via there web site i cannot access my documents on there web site there website will not accept metre readings that i enter.This company is a joke and i cant wait to leave and have informed them that if these matters are not resolved i shall be looking for another supplier and they can forget about any exit fees as as far as im concerned they are not supplying the service expected or agreed to.On another note i was told on 7th october that it was too late for me to apply for the home warm discount so im losing out and not gaining anything from my switch.Ive never had a problem with other companies so lesson learnt the hard way.
    Last edited by stevenpc; 12-11-2017 at 2:19 PM.
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