Add your feedback on energy supplier Eversmart Energy

matelodave

JohnB47 wrote: »

Two months to reply to an email. Is that some sort of record?

Sounds pretty quick for Eversmart so I guess it must be

blanik

Happy eversmart customer for 18 months, no standing charge and cheap electricity.
The tariff was coming to an end and I had to switch to get the best deal so left on the 10th April, a DD for my normal monthly amount was taken on the 16th April and I left the DD in place for the adjustment due to the expected final bill ( I calculated I was about £4 in credit ).

The May DD has just been taken for the full monthly amount, my bank has recalled the May payment and cancelled the DD.

I can login to the website - but all my details and past invoices have disappeared.

So take care, when you leave don't expect them to stop the DD!

E-mail sent to them, I'll see how long it takes to get a reply and a final bill.

blanik

cing0 wrote: »

Might be because eversmart have 2 different account portals

https://portal.eversmartenergy.co.uk
and
https://www.eversmartenergy.co.uk/index.php/user/login

When you contact them, they give the stock excuse of down for maintenance when it clearly isn't and we're moving across to a new system.
The latter link works for me currently.

Many thanks - 2nd link worked for me and I have downloaded the last 2 invoices. They have continued to bill me with estimated usage after I left.

Stratus

After raising a query via email about missing direct debit record on my last invoice, received a response couple of days ago with new invoice attached. This single invoice included all my payments and debits since joining in September. It recorded all my customer readings and included no estimates (my reading dates do not coincide with invoice dates). Everything looks fine and tallies with my saved invoices from previous months.

Be aware that all the old invoices were removed from my account so you may want to check you have your own saved for peace of mind. All the previous data from previous invoices is shown on the single invoice in my account now (but not any of the previous estimates).

A test of customer service is how they do when things go wrong and I have no complaints about how this has been handled.

Response was supposed to be in five days but it took seven. They apologised for this and I can live with that for their competitive prices.

JohnB47

Stratus wrote: »

After raising a query via email about missing direct debit record on my last invoice, received a response couple of days ago with new invoice attached. This single invoice included all my payments and debits since joining in September. It recorded all my customer readings and included no estimates (my reading dates do not coincide with invoice dates). Everything looks fine and tallies with my saved invoices from previous months.

Be aware that all the old invoices were removed from my account so you may want to check you have your own saved for peace of mind. All the previous data from previous invoices is shown on the single invoice in my account now (but not any of the previous estimates).

A test of customer service is how they do when things go wrong and I have no complaints about how this has been handled.

Response was supposed to be in five days but it took seven. They apologised for this and I can live with that for their competitive prices.

My query, about a Direct Debit payment being missing from my last Invoice, was made 7 working days ago (eight counting today). Still no response.

matelodave

JohnB47 wrote: »

My query, about a Direct Debit payment being missing from my last Invoice, was made 7 working days ago (eight counting today). Still no response.

Same here although my query was about 10 days ago. Just phoned them (22/5) and requested a call back rather than waiting for an indeterminate time and they responded within less than 10 minutes.

It took the operator several minutes to find both my April & May direct debits, add them to my account and give me a revise balance (my account is now in credit instead of £90 in debit) and she reckons that they are issuing a new updated bill.

I wait with keen anticipation and will download it as soon as it appears

Well, they found the April DD (I got an E-mail this morning 23/5) and they have reissued the 6th May Invoice so I've now got to wait for the 6th June invoice to check that my May payments has been correctly recorded

Bendo

Bendo wrote: »

Smart meters fitted in November, they still haven't managed to update things their end for the Gas meter, still shows the serial for the old one on invoices. Electric shows the smart meter serial but invoices suggest the reads are estimates.


Useless excuse of a company, just need to push them to sort it by October as I can imagine it will make switching fun.

Well, after live chat failed to fix it I did a complaint email and they have fixed it and given me a £20 credit.


Happy enough with that, to be honest I'd have been happy with them just sorting it, not sure how they can afford to thow money at people when they are as cheap as they are in the first place.

JohnB47

Today I had a reply to my email of almost two weeks ago, about my Direct Debit not being on my last invoice. They apologised and said the invoice had been corrected.

I downloaded the new Invoice, then decided to open the old and new invoices in Adobe Reader to compare them, just in case.

They've added the DD payment OK and everything else is the same except that the 'Previous Balance' figures are slightly different.

The old Invoice says -24.08 and the new one says -24.17

So they've credited my account by 9 pence. Whoohoo!

How odd.

alexg515

After a year with Eversmart Energy, I tried to effect a switch to a new supplier. However this move was blocked by Eversmart. It typically took about half an hour to get through to speak to them. The block was because my account was based on Estimated readings - I did not get reminders to submit meter readings. I gave my readings and a bill was calculated there and then which I paid over the phone. I was assured the block would then be removed. It wasn’t. I had to ring on two more occasions till the block was finally removed. Once the switch finally went through, I tried to log into my online account but the password was invalid and the reset password option did not work. I tried to ring but was now being quoted a wait of several hours!!! So I had to contact them through email which takes several days before I get a reply, the last email said this was “because we are very busy”. The first email described a way to try to make password reset work as they admitted they had had issues, but it did not work. The last email I have just received today had a final bill attached but I have now replied to dispute it because my supply ended 5 April but Eversmart have included charges up to 12 May. I would not recommend this company.

JohnB47

alexg515 wrote: »

After a year with Eversmart Energy, I tried to effect a switch to a new supplier. However this move was blocked by Eversmart. It typically took about half an hour to get through to speak to them. The block was because my account was based on Estimated readings - I did not get reminders to submit meter readings. I gave my readings and a bill was calculated there and then which I paid over the phone. I was assured the block would then be removed. It wasn’t. I had to ring on two more occasions till the block was finally removed. Once the switch finally went through, I tried to log into my online account but the password was invalid and the reset password option did not work. I tried to ring but was now being quoted a wait of several hours!!! So I had to contact them through email which takes several days before I get a reply, the last email said this was “because we are very busy”. The first email described a way to try to make password reset work as they admitted they had had issues, but it did not work. The last email I have just received today had a final bill attached but I have now replied to dispute it because my supply ended 5 April but Eversmart have included charges up to 12 May. I would not recommend this company.

Try using this address to log-in. Works for me. Remember that your change of password request may have been activated (mine was), so try both passwords on this site:

https://www.eversmartenergy.co.uk/index.php/user/login