Add your feedback on energy supplier Powershop

mhgreats

I am newly registered to the forum and usually read it for information on prospective suppliers when considering switching.  Here is my feedback on Powershop, a company I was with for a couple of years prior to switching in November 2019.  I hope the feedback is of use to forum readers.
Powershop’s customer service was generally ok until the switch away, at which point I was due a refund for unused energy packs.  The last day of supply was 20th November, and I finally received a refund on 7th February 2020.
Powershop did its utmost to delay processing the account closure.  It made no attempt to communicate with me or respond to any of my emails, and on my telephone calls made general, non-specific replies to my questions regarding when the account would be closed and a refund issued.
I had to raise a formal complaint just to get Powershop to initiate the required steps to close off my account and issue a refund.  When it did initiate proceedings Powershop did so with a poor level of competence.  Its online page for inputting bank details for refund purposes did not work, and when I gave my bank details via telephone Powershop instigated its ‘new customer’ processing, emailing joining instructions, direct debit confirmation and subsequently advising me of the date it would take a direct debit payment from me.
Overall, the account closure was poorly handled by Powershop, resulting in a lot of time and effort to complete what should have been a straightforward process.

Umiamz

mhgreats said:

Overall, the account closure was poorly handled by Powershop, resulting in a lot of time and effort to complete what should have been a straightforward process.

I find this really strange - customer service were probably the best I've come across among suppliers and they refunded me within 2 weeks of switching away.

I think that's pretty much the view of others who have left or are still customers.

fewkeste

Umiamz said:

mhgreats said:

Overall, the account closure was poorly handled by Powershop, resulting in a lot of time and effort to complete what should have been a straightforward process.

I find this really strange - customer service were probably the best I've come across among suppliers and they refunded me within 2 weeks of switching away.

I think that's pretty much the view of others who have left or are still customers.

Yes I found them really good  - but..... if NPower staff are now working for/as Powershop, then possibly the poor customer service standard of NP (allegedly for legal reasons) has infected the PS customer service side, then that might be an explanation for the poor service the OP received.

Tafrock

I too was with powershop for 20 months until April 2019.

I left and received a refund no problem whatsoever. Enjoyed my time with powershop and my bills were the lowest ever for around 16 months. 

When baseline tariffs came in though the powerpacks weren't of sufficient quantity or discounted enough to keep the electricity at a viable price 

Switched away to symbio. Now If you want poor customer service look no further lol

I've since ditched symbio for green where customer service appears to be pretty good 

irishesman

I too was with Powershop for over a year. I found the customer services very helpful and polite. My final refund was quick and efficient. 

I was considering returning as for me they are quite close to being my cheapest supplier again, if you ignore Outfox The Market  

tlcgrantham

I agree completely with above posts. My refund was also quick and efficient. I’m tempted to return as the new Top Shopper tariff is a significant improvement. Not the cheapest but good value as it will cover next winter.

dealyboy

mhgreats said:

Overall, the account closure was poorly handled by Powershop, resulting in a lot of time and effort to complete what should have been a straightforward process.

.. but mhgreats is not alone, I have had a similar experience recently.

I switched to Symbio (I hear your groans) on 16th January and tried to do exactly as required of me by Powershop.
In advance of the date they provided a 'switch-out' page when logging in to the website; this intially showed 15th January as my switch date but a button was available to change this, on clicking it just produced an error message. I phoned and got the date changed to the 16th.

The 'switch-out' page required a closing meter reading with a warning that an estimate would be used if not forthcoming. When I went to the page on the 16th it said that they now had a final read, strange as I hadn't communicated to Symbio at that point. I left a message containing my meter reads and phoned. I was advised that there were known problems with that page and the comment was erroneous, the advisor confirmed that they had the readings from my message. The conversation then turned to the refund.

As I had been paying by debit card they could not refund directly and therefore it would be best to set up a 'direct-debit' which I duly did over the phone. I told the advisor that I was a follower of the MSE thread and had read that 2-3 weeks was the norm and that there was much praise.

Well mhgreats, I too got the e-mail about a week later telling me how they were going to do a trial debit of £1 on the 13th Feb, and that I should click on the supplied link with a five character code from my subsequent bank statement to confirm that the debit worked. It didn't happen!

I phoned and may I say spoke to a wonderful young lady; she said she would e-mail the billing team and hopefully things would be sorted out.

Well I'm very pleased to say I have received both my final bill and refund .. but no apology.

Tafrock

Symbio!!!! You really don't want to go there trust me. 

Equites

The Little Leaper Special Pack

New pack out today "The Little Leaper", in my case with a 32% discount for 4 days equivalent of electricity.

Equites

March Offerings

Spring has sprung and Powershop have entered miser mode. 
Here are the offerings for this month - already missing the value of the Winter Shaker packs and the amount of energy for the other packs is also slightly lower compared to last month.

1 x Little Extra Pack @ 21.5% discount for equivalent of 3 days electricity
1 x Simple Saver @ 19.4% discount for equivalent of 3 days electricity
1 x Jumbo @ 8.2% discount for equivalent of 7 days electricity
2 x August Future Packs @ 14% discount (7 days equivalent electricity for each pack)