Neon Reef - any views?

causeequalstime

I joined NR from Scottish Power in January and still cannot submit meter readings and therefore have received no bills.  Complaining gets the same response every time, promising it will be fixed next week but never is.  Customer service very poor in my opinion.

jbuchanangb

I will wait and see. I switched to their Marine tariff @ 13.66512p/kWh and 12.1065p/day (inc. VAT) which represented a break-even compared to my previous Scottish Power tariff at a time when all the publicity was about how everyone was about to be hit by massive increase in energy bills. I am particularly interested to see what meter reading Neon Reef use as the opening reading, the one I sent them by e-mail on 29 March or the slightly higher one which SP derived from the smart meter.

In my experience there isn't much to be gained by pestering anyone's Customer Service.

WBCPB

Gerry1 said:

jbuchanangb said:

brewerdave said:

Gave my leccy reading successfully on 6th May and received correct statement via website on 10th

Very interesting. I gave a meter reading on 2 May, and so far no bill/statement has been generated. The website lists my payments on 3 April and 3 May, but no bills. I will continue to await developments.

Same here. The normal DD was collected on 5 May, and I made a top up payment and gave a meter reading on 7 May.  Both payments are shown on my online account along with the meter reading, but the May PDF invoice hasn't yet been generated.

However, I'm not at all bothered if they're sometimes a bit slow, they've never overcharged and always get there in the end.  My Aqua One variable tariff is dirt cheap (12.11343p/kWh, plus 13.2825p/day inc VAT) and has never been increased since I joined way back in February 2020, so that's pretty good going !

Update: Email has arrived, invoice now on online account. Very glad I switched to Neon Reef and didn't worry about sister company Utility Point's poor ratings.

When making a top up payment does one need to give the "NR" prefix when entering account number as the payment reference?, as this caused me a problem when i used the online form to submit my meter readings and gave the prefix.
Regards

Gerry1

WBCPB said:

Gerry1 said:

jbuchanangb said:

brewerdave said:

Gave my leccy reading successfully on 6th May and received correct statement via website on 10th

Very interesting. I gave a meter reading on 2 May, and so far no bill/statement has been generated. The website lists my payments on 3 April and 3 May, but no bills. I will continue to await developments.

Same here. The normal DD was collected on 5 May, and I made a top up payment and gave a meter reading on 7 May.  Both payments are shown on my online account along with the meter reading, but the May PDF invoice hasn't yet been generated.

However, I'm not at all bothered if they're sometimes a bit slow, they've never overcharged and always get there in the end.  My Aqua One variable tariff is dirt cheap (12.11343p/kWh, plus 13.2825p/day inc VAT) and has never been increased since I joined way back in February 2020, so that's pretty good going !

Update: Email has arrived, invoice now on online account. Very glad I switched to Neon Reef and didn't worry about sister company Utility Point's poor ratings.

When making a top up payment does one need to give the "NR" prefix when entering account number as the payment reference?, as this caused me a problem when i used the online form to submit my meter readings and gave the prefix.
Regards

I set up the details with the bank, sort code, account number and the reference NRxxxxxx where xxxxxx is my Neon Reef account number.

Works a treat, I pay it directly from online banking when necessary.  Try it with £1 first if you're nervous.  It may take a while to show up but it always gets there.

Muz3TA

Absolutely shockingly bad service. First meter reading I sent they ignored & made up there own, second reading same thing. I have now been over charged for 55 units I have not used.

I was over £28 in credit, refused to give me it back, only offered just over £9. Had to make an official complaint to get my money back 

I am now taking my complaint to the energy ombudsman as I am getting nowhere with this company.

I have spent hours sending emails asking them to sort things out with no resolution in sight.

Gerry1

Muz3TA said:

Absolutely shockingly bad service. First meter reading I sent they ignored & made up there own, second reading same thing. I have now been over charged for 55 units I have not used.

Probably The Mysterious Third Party are to blame, not Neon Reef.

Does the old supplier's closing reading differ from the NR opening reading?  If not, you just have to accept it.

jbuchanangb

I will add that I eventually used the contact-us feature of the Neon Reef website to remark to them that I had not been issued with a bill, and they issued it immediately. So on 21 May I receved bill for energy from 3 April to 3 May. Both starting and ending readings were estimates. The starting reading was 28 higher than the closing reading with my previous supplier, and I can live with that. The closing reading was 20 units higher than the reading I provided on 2 May. I can live with that too. My account is standing £51 in credit, but as the DD is one month in advance, that is to be expected, and I would certainly not be asking for a refund after only 2 payments and one statement!

Telegraph_Sam

Nothing to add positive or negative to these comments since they were written??? [I am considering switching to Neon]

pallyman

I have been with them since 6th of Feb and still have to email my readings as their site & app will not let me,Apart from that its been OK.

Telegraph_Sam

If that's the only downside that should be live-able with.  Any hassle with agreeing meter readings, consumption forecasts, D/D's and the like?