Economy Energy reviews: Give your feedback

Sterlingtimes

A statement appears on the Economy Energy website as follows:

In response to the recent speculation and circulating misinformation, we would like to provide assurance that we at Economy Energy have no intention of closing our doors. We will pay our outstanding ROCs obligation in full, business will continue as usual for our customers. We would like to thank customers for their loyalty and continued support. - Economy Energy https://www.economyenergy.co.uk/

The amount due to OFGEM is reported as £15,500,000.
Looking at the huge number of negative postings at Trustpilot https://uk.trustpilot.com/review/economyenergy.co.uk there is a common complaint that Economy Energy is withholding money due to departed customers. They appear to release money due to customers promptly when they are on the verge of being sued and they appear to respond sometimes to the Ombudsman.

WB1

closed my complaint within 24hrs saying the procedures are being followed correctly,so basically the complaint is not valid and can't be escalated to higher management and a refund will be sent in due course ,but can not give me an esitmated date
I left this company on 28th september and still waiting my overpayment credit of £145

this is a copy of the email sent to me
I would like to confirm the acknowledgment to the complaint you have recently raised. In addition to this please accept a sincere apology on behalf of my myself and Economy Energy.
I have looked into your account and can see that your refund is currently with our finance department. At the present moment, the refund is on the correct track to being processed and being finally repaid; the justification behind the delay lies within the intermediary process change – as a refunds policy is variable and not a set in stone condition.
We are trying to get through all requests as quickly as possible and once your refund has been fully processed you will receive confirmation via email. Again I apologise for any inconvenience this may have caused.
As no further investigation is required your complaint will be logged and closed. If you require any further assistance in this matter please do not hesitate to contact customer services on the number listed below.
so now I know "NOT"

wavelets

WB1 wrote: »

closed my complaint within 24hrs saying the procedures are being followed correctly,so basically the complaint is not valid and can't be escalated to higher management and a refund will be sent in due course ,but can not give me an esitmated date
I left this company on 28th september and still waiting my overpayment credit of £145

this is a copy of the email sent to me
I would like to confirm the acknowledgment to the complaint you have recently raised. In addition to this please accept a sincere apology on behalf of my myself and Economy Energy.
I have looked into your account and can see that your refund is currently with our finance department. At the present moment, the refund is on the correct track to being processed and being finally repaid; the justification behind the delay lies within the intermediary process change – as a refunds policy is variable and not a set in stone condition.
We are trying to get through all requests as quickly as possible and once your refund has been fully processed you will receive confirmation via email. Again I apologise for any inconvenience this may have caused.
As no further investigation is required your complaint will be logged and closed. If you require any further assistance in this matter please do not hesitate to contact customer services on the number listed below.
so now I know "NOT"

I would follow the suppliers advice, and do not hesitate to contact customer services.
Request that the complaint you have raised is not closed (or if it already has been, for it to be re-opened immediately) pending the receipt of the money you claimed was owed to you in your complaint (or any such other amount as you may otherwise agree)

If they do not agree, request they issue you with a deadlock letter, and upon receipt go direct to the ombudsman.
If they fail to respond, but keep the complaint closed, that will probably be enough for the ombudsman to accept such a complaint anyway (as closure would suggest that is the final response from the supplier)

In the event you receive the money owed before the ombudsman start to investigate, you can always contact the ombudsman and inform them accordingly, saying the matter has since been fully settled by the supplier.

trinidadone

WB1 wrote: »

closed my complaint within 24hrs saying the procedures are being followed correctly,so basically the complaint is not valid and can't be escalated to higher management and a refund will be sent in due course ,but can not give me an esitmated date
I left this company on 28th september and still waiting my overpayment credit of £145

this is a copy of the email sent to me
I would like to confirm the acknowledgment to the complaint you have recently raised. In addition to this please accept a sincere apology on behalf of my myself and Economy Energy.
I have looked into your account and can see that your refund is currently with our finance department. At the present moment, the refund is on the correct track to being processed and being finally repaid; the justification behind the delay lies within the intermediary process change – as a refunds policy is variable and not a set in stone condition.
We are trying to get through all requests as quickly as possible and once your refund has been fully processed you will receive confirmation via email. Again I apologise for any inconvenience this may have caused.
As no further investigation is required your complaint will be logged and closed. If you require any further assistance in this matter please do not hesitate to contact customer services on the number listed below.
so now I know "NOT"

Just because EE has closed the complaint, does not mean the complaint needs to be closed.

Heres there complaints policy:

https://www.economyenergy.co.uk/customers/make-a-complaint/

contact customer service, is revolver if you do not feel confident on the telephone. Inform them you still remain dissatisfied and escalate the complaint, simple. Do not let this big company bully you

nobbybell

Shocking service from Economy Energy. They've been taking far too much money from me for months and refusing to give me a refund, my gas account is £300+ in credit.

Keep telling me 'soon' and I'm at the top of the list, then another payment goes out.

Absolutely terrible service. Rubbish website, no instant bill update after readings, no smart meter.

Have we gone back in time to 2011?

Staff are uninterested and keep leaving

Boohoo

Sky news has a bit about EE on now.
They have sort KPMG to help them out.


Not looking good.

Sterlingtimes

Boohoo wrote: »

Sky news has a bit about EE on now.
They have sort KPMG to help them out.


Not looking good.

Not looking good for Economy Energy but may, in the long run, help its clients.

danny_x

I signed up with EE on a one year fixed gas deal in Oct 2016. They soon increased my monthly DD on the basis that the weather in winter is colder! I phoned to keep the amount the same, and they agreed to do so, but ignored this and increased it anyway. They eventually reduced it to the original amount after I again complained.


I then started receiving phone calls and the occasional email saying that I had overdue payments of several hundred pounds, which was clearly not possible with my gas consumption. This went on for months, always from a different member of staff who had no idea what they were talking about, until eventually one of them said he saw what the problem was at their end. Even so, the phone calls continued for another couple of months until somebody finally corrected my account.


So I decided to switch away from them as soon as I could do so penalty-free, and did so in October. I was in credit, so I phoned them to get it refunded, to be told I had to wait at least 6 weeks then phone to ask again (although don't most other companies send a refund automatically?). I phoned again in November, and the person said he would chase up the final bill and phone me back. He didn't. I then realised that they have continued to take the DDs, so my credit is now over £100. I tried phoning yesterday, and of course the answerphone said they are "extremely busy". I chose the callback option, but they didn't. I tried again today, and again tried the callback option after hanging on for 20 mins. This time they did phone back after an hour, and the person did produce a final bill. He couldn't give me a time frame in which I will be repaid.



We'll see if they do pay up. I may approach my bank under the DD guarantee for the payments that they shouldn't have taken.


But this appears to be part of a wider issue. According to the papers, 8 energy companies have already gone bust this year, and EE are favourites to become the 9th.

https://www.theguardian.com/money/2018/dec/16/uk-householders-pick-up-bill-for-bust-energy-firms



We are encouraged to continually switch, at the cost of so much wasted time, but we have no way of knowing the financial state of the companies on offer. I look forward to the energy companies being nationalised, as a better solution. In the meantime, the local authority owned companies (mainly Robin Hood and their subsidiaries) seem to offer the best bet.

djfabs

Hello
I have had severe problems with Economy Energy. I had a final bill 2 months ago £150 in credit, but still no refund!!! they can't tell me when I will get my money after countless telephone conversations. They just tell me it has gone to the financial department and that I will get a text when they are going to pay it!!
I have entered a complaint through Resolve and now have to wait another 21 days before I can escalate through Ombudsman Services.
Looking on review sites I am one of many with the same problem. they even tried to take Direct Debit the day I was leaving them!! even though I was £150 in credit.
I advise to stay clear of them.
And read reviews first.

Barry_Daniels

The comments on here all sound so familiar.
I switched from EE to Avro after they hiked the monthly fee.
I expected contact from EE and a final bill after switching on October 13. At the start of November nothing so I rang Customer Services who then issued final bills showing me £141.80 in credit I was told this would be refunded within 10 days on November 7th - I'm still waiting.
I have made a complaint but they shut it down as it had been passed to accounts for payment.
I have used Resolver and Trustpilot to try and get a solution but the money is still outstanding.
After seeing the comments on here I have now submitted a claim to the Small Claims Court and the must respond by 7th January 2019.