Anyone heard of HomeEnergy?

Blue_Babe

I'm sharing my experience with Home Energy, just for information purposes. After a short 4 month relationship, I don't feel comfortable with them and have already changed supplier. Whilst invoices are being produced with correct information, signing in to check my account online to view invoices etc, many of the entries in the account history are wrongly dated and therefore not in sequence.

I transferred my supply to them on 2nd Oct 2024, with my first direct debit being taken on 8th Oct 2024, however that payment is logged in the history as 10th August 2024, almost 2 months before I'd even heard of the company. Then the dates got harder to track and only 2 entries (2 top-up card payments) show accurately.

Direct debit payments on 8th Nov 2024 show as 11 Aug 2024
                                         9th Dec 2024 show as 12 Sep 2024
                                         8th Jan 2025 show as 1st Aug 2025 (8 months in the future!)

Invoices are equally confusing,
invoices dated 4th Dec 2024 show as 11th Jan 2024 (11 months earlier)
                      10th Dec 2024 show as 12th Jan 2024
                         7th Jan 2025 show as 1st Jan 2025 (that's close enough)
                         3rd Feb 2025 show as 2nd Jan 2025.

I'm not comfortable with their website, whilst it has these ongoing errors, so I've transferred to a recommended company. I hope this helps others, when deciding to change suppliers.

TK2021

Revisiting this forum, Home Energy seems to be offering quite a better deal compared to few other providers. It seems to have mostly good reviews on TrustPilot, however, clearly the experience on this forum has not been positive. I am wondering if anyone on this forum has had better experience with them recently?    

Mysteryman2000

I've just switched away from them. They seem to try and accrue in the account at every opportunity. I was sick of calling up every month to ask for a big chunk of my direct debit back. I would avoid personally.

stripling

TK2021 said:

Revisiting this forum, Home Energy seems to be offering quite a better deal compared to few other providers. It seems to have mostly good reviews on TrustPilot, however, clearly the experience on this forum has not been positive. I am wondering if anyone on this forum has had better experience with them recently?    

Fuse are just as cheap & super organised with great customer service. 

Farway

TK2021 said:

Revisiting this forum, Home Energy seems to be offering quite a better deal compared to few other providers. It seems to have mostly good reviews on TrustPilot, however, clearly the experience on this forum has not been positive. I am wondering if anyone on this forum has had better experience with them recently?    

I went with them about two months ago, after my short Tomato experience of no bills or DD. 

So far all's well, only taken two month's DDs but all seems well, website easy to find my way around etc.

Help worked, and actually got a useful reply

I'm also used to suppliers going belly up & SOLR, so I'll continue while keeping my eyes wide open for large accrued credit

Mysteryman2000

I'd avoid following my experience as well. They appear to rack up excessive credit on customers accounts routinely. I suspect that this is a part of their business model, but I got sick of ringing up and demanding refunds every month!

Ildhund

Blue_Babe said:

8th Nov 2024 show as 11 Aug 2024

American formats. The same silly system that has everyone referring to 11 September (2001) as ! 9/11. 

In some cases of this sort of confusion on websites, it may be possible to rejig a browser setting or two to make dates display as you'd expect them to. Bitterly complaining to webmaster may be easier.

Mysteryman2000

As an update, I have left them for over a month. In that time they have:

• Taken another £120 payment
• Canceled my direct debit unilaterally
• Refuse to respond to emails
• Now hold more than £330 of credit with no indication of how or when this will be paid back to me
• Refuse to issue deadlock letter so that I can escalate to the ombudsman

I honestly thought that these sort of tricks in the industry were long gone and I feel like they are hoping that the majority of customers won't realise that they are in credit or indeed just give up on the pursuit. 

poppellerant

I've switched to Home Energy recently, but I'm finding their email support somewhat lacking.  How quickly have people found Home Energy respond to their emails? I've yet to receive a reply to one I sent last week.

gambleruk

I have been with them for the past few months and yes their email support is very slow, I had a problem with my new smart meter not updating and Home Energy thinking I was on an old meter but once that got sorted everything has been fine since.