Neo Energy

cessna

I was attracted to Neo Energy by their prices and supposedly cut over to them a few months ago. They have been taking £170 from my account so I assumed having received their welcome pack all was good. However I started getting suspicious when I couldn’t get through to their customer service sometimes and when I did it was a front office who had no access to my account details. They basically took my message and passed it on. Anyway, after multiple phone calls and emails I was told that I wasn’t being supplied by them and was still on my old supplier. They promised to reimburse me but after 3 weeks I’m still waiting for a refund. I’ve contacted the Ombudsman but have to wait until 8 weeks have passed. What can I do? Will I get my money back? 

BeerSavesMoney

First of all I’d check who your supplier is here https://www.ofgem.gov.uk/information-consumers/energy-advice-households/finding-your-energy-supplier-or-network-operator

Then get in touch with whoever that is, assuming this will be your previous supplier if you switched from them to Neo and something went wrong?

Did you get a final bill from the previous energy supplier(s)?

If Neo aren’t your supplier you should receive a refund, I’d raise it as a complaint if you haven’t already done so and get in touch with whoever your supplier is as you’ll owe them money for the energy used.

Hopefully you’ll have kept a record of the meter readings given when switching! 

JJ_Egan

have you not given frequent meter readings to new supplier ??

daveyjp

JJ_Egan said:

have you not given frequent meter readings to new supplier ??

This is Neo energy we are talking about. Nothing they do is 'normal'.

yelias

cessna said:

I was attracted to Neo Energy by their prices and supposedly cut over to them a few months ago. They have been taking £170 from my account so I assumed having received their welcome pack all was good. However I started getting suspicious when I couldn’t get through to their customer service sometimes and when I did it was a front office who had no access to my account details. They basically took my message and passed it on. Anyway, after multiple phone calls and emails I was told that I wasn’t being supplied by them and was still on my old supplier. They promised to reimburse me but after 3 weeks I’m still waiting for a refund. I’ve contacted the Ombudsman but have to wait until 8 weeks have passed. What can I do? Will I get my money back? 

How interesting.

When was your switch supposed to have gone live according to your welcome pack?
What tariff are you on and what are the unit & standing charges? What supply region are you in?

Did you ever receive a final bill from the previous supplier? They were supposed to provide you that within 6 weeks of them no longer supplying you ... so you should have had that quite a while back  if the switch went ahead "a few months ago"

Did you ever get confirmation by the new supplier that they were supplying you after the switch date provided?

Who was your previous supplier? Most suppliers issue monthly statements. Have you been receiving statements over the last "few months" from your previous supplier?

Have you been providing regular meter re4adings to an energy supplier over the past "few months"? If so, which supplier?

As BSM said above, I suggest your first task is to find out who is actually currently supplying you.

Btw, what happened to the previous supplier? Did they not contact you with a 'sorry you are leaving' message?
Moreover, if Neo are not supplying you currently, has the previous supplier not contacted you to find out why you have not being paying them £170 or more per month (you did say you were "attracted to Neo Energy by their prices" for the last "few months"???

Or have you been continuing to pay your previous supplier too?

cessna

My previous company is supplying me and up to that point I had paid up. There was a glitch whereby SSE, my current supplier has refused the switch as neo asked for one meter to be changed rather than the two (I have dual meters). After I supplied the two I was sent the welcome pack and also SSE had sent a letter to me to say ‘sorry that I was leaving’. I can’t recall whether this was before or after the dual meter issue. However I was told by neo then that everything was in order so I took their word for it. 

I pay SSE in receipt of my bill, so not monthly direct debit. 

I had been supplying meter readings to neo, again, a bit strange as it was over the phone and the agent had no access to my account. 

I’m on a variable rate but just over £0.14 pkwh at the moment - well I’m supposed to be. I’m located in Scotland. 

gt94sss2

@cessna Just out of interest, how do you submit your readings to Neo Energy?

We joined them recently and I'm trying to work out the best way to do this..

yelias

gt94sss2 said:

@cessna Just out of interest, how do you submit your readings to Neo Energy?

We joined them recently and I'm trying to work out the best way to do this..

Ah, so you are their customer?

When did you apply?
How long did you have to remain on their waiting list for?
What tariff were you offered (unit rates & daily standing charge please).
What supply region are you in?

I have to ask these questions as none of this information is provided by their website.

As regards submitting meter readings, well if you agreed to online account management (for which an annual discount is usually available), then you will have to email them.

Otherwise you would have been able to telephone them in (as the OP claims to be doing), or at a push, write them a letter.

Unfortunately they have never activated the 'submit meter reading' option they planned to make available via their website and whilst they are not taking on any new customers at present, I doubt they will activate it any time soon.



LOL!


Edit:
Of course, if like the OP you are still supplied by SSE, you can submit your meter readings online, via the app, or at a push via their online form:

https://sse.co.uk/forms/meter-reading-form/energy-account-type

gt94sss2

yelias said:

When did you apply?
How long did you have to remain on their waiting list for?
What tariff were you offered

We applied around the 8 June by telephone. There was no waiting list at that time.

The tariff was Neo 4.1 and the prices per region are listed at https://www.neo-energy.co.uk/product-information/#anchor-tils

We only switched the gas and it was from BG.

Thanks for explaining why I couldn't get the 'submit meter reading' option on their website to work!

YBR

You're not the only one - had a similar situation where they were billing me but had failed to take over supply. (I now think the confusion was caused by Scottish energy who I was with as SoLR. 
When I found it impossible to make meaningful contact them to resolve the issue, and never got call backs I decided not to switch to them after all. Too much of a shambles. I got my payments back via the bank Direct Debit Guarantee but Neo still asked for my bank details for refunds!

I kept getting bills for the following 2 months and had several rude letters that made it out their ineptitude was my fault! I think threat of Ombudsman eventually stopped their shenanigans.

yelias

gt94sss2 said:

yelias said:

When did you apply?
How long did you have to remain on their waiting list for?
What tariff were you offered

We applied around the 8 June by telephone. There was no waiting list at that time.

The tariff was Neo 4.1 and the prices per region are listed at https://www.neo-energy.co.uk/product-information/#anchor-tils

We only switched the gas and it was from BG.

Thanks for explaining why I couldn't get the 'submit meter reading' option on their website to work!

Thanks for that info. I see it - it says it's all sold out!



Bad news, as it appears to be a variable tariff.
Furthermore, it says the pricing was effective from 1st-Oct-2020.
Prices have generally increased significantly since last October. e.g. Zog have increased their gas prices no less than 9 times on their cheapest tariff since 1st-Oct-2020.

Back then, they were typically charging 2.25-2.55p/kWh and 16.8p daily standing charge.
Today by comparison the same gas will set you back 3.16 - 3.19p/kWh and 24.15p daily standing charge.

Good luck with your switch and their 2.55-2.8p/Kwh and 24.89 - 26.15p daily standing charge before applicable discounts. I can't see that variable tariff lasting very long, even if the company does especially since they are no longer 'onboarding' any new customers.