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  • FIRST POST
    • MSE Karl
    • By MSE Karl 25th May 16, 2:01 PM
    • 111Posts
    • 34Thanks
    MSE Karl
    Economy Energy reviews: Give your feedback
    • #1
    • 25th May 16, 2:01 PM
    Economy Energy reviews: Give your feedback 25th May 16 at 2:01 PM
    This is a feedback thread on energy supplier

    Economy Energy

    Please share your experience with other MoneySavers. Click reply to take part
    • Did your switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you haven’t already, join the forum to reply.
    Last edited by MSE Andrea; 12-09-2017 at 12:50 PM.
Page 1
    • RRampling
    • By RRampling 16th Aug 16, 11:48 AM
    • 1 Posts
    • 0 Thanks
    RRampling
    • #2
    • 16th Aug 16, 11:48 AM
    • #2
    • 16th Aug 16, 11:48 AM
    Just tried to transfer to this company but had a problem with the on-line process - the site did not recognise my bank account information.


    Phoned them up and was greeted with a message saying they had problems with their top up process for "key" holders (amongst other things).


    Then spoke to a customer service person who said they were having some "issues" which were being investigated and she could ring me back tomorrow to go through the transfer process.


    Still thinking about that one.
    • sheilathekangaroo
    • By sheilathekangaroo 18th Sep 16, 3:41 PM
    • 2 Posts
    • 0 Thanks
    sheilathekangaroo
    • #3
    • 18th Sep 16, 3:41 PM
    Terrible supplier
    • #3
    • 18th Sep 16, 3:41 PM
    I recently tried to switch to Economy Energy. It was just one problem after another. I have now decided to switch to British Gas instead in the collective switch, even though it's slightly more expensive.

    Issues with Economy Energy:
    You have to switch through their website rather than MSE
    First they tried to switch my downstairs neighbour's supply.
    Then they sent me a letter about prepayment cards even though I pay by direct debit.
    I was given an email address to send in my MPAN and MPRN no.s + a reading, but it didn't work.
    I tried phoning at 4pm on a Sat (Call centre is meant to be open til 6pm on Sat) only to get a voicemail message saying the office was now closed.
    I submitted a complaint as I didn't hear back from my email (to an address that did work, from their website) and did hear back from customer services, however they said that their systems were down so they couldn't actually process any switches right now, or for the next two weeks! He suggested I use an app (Voltz) to do the switch, but this involved inputting all the info I had previously submitted again and basically starting again.

    I know they are relatively new suppliers so this may be teething problems but it's just not worth the hassle. And because of the delays it's cost me money, because my fixed tariff with my current supplier (Greenstar) has come to an end, so instead of being on the cheapest tariff on the market, I've defaulted to the expensive variable rate tariff. Would not use again. Would not recommend to a friend. Fingers crossed British Gas will do better.
    • SammenForLivet2
    • By SammenForLivet2 18th Sep 16, 9:05 PM
    • 570 Posts
    • 570 Thanks
    SammenForLivet2
    • #4
    • 18th Sep 16, 9:05 PM
    • #4
    • 18th Sep 16, 9:05 PM
    I recently tried to switch to Economy Energy. It was just one problem after another. I have now decided to switch to British Gas instead in the collective switch, even though it's slightly more expensive.

    Issues with Economy Energy:
    You have to switch through their website rather than MSE
    First they tried to switch my downstairs neighbour's supply.

    Then they sent me a letter about prepayment cards even though I pay by direct debit.
    I was given an email address to send in my MPAN and MPRN no.s + a reading, but it didn't work.
    I tried phoning at 4pm on a Sat (Call centre is meant to be open til 6pm on Sat) only to get a voicemail message saying the office was now closed.
    I submitted a complaint as I didn't hear back from my email (to an address that did work, from their website) and did hear back from customer services, however they said that their systems were down so they couldn't actually process any switches right now, or for the next two weeks! He suggested I use an app (Voltz) to do the switch, but this involved inputting all the info I had previously submitted again and basically starting again.

    I know they are relatively new suppliers so this may be teething problems but it's just not worth the hassle. And because of the delays it's cost me money, because my fixed tariff with my current supplier (Greenstar) has come to an end, so instead of being on the cheapest tariff on the market, I've defaulted to the expensive variable rate tariff. Would not use again. Would not recommend to a friend. Fingers crossed British Gas will do better.
    Originally posted by sheilathekangaroo
    That's not a good experience, although ET's do happen, particularly when flats are involved. Did they at least offer to reimburse the price between Greenstar's tariff and the tariff you were going on?
    Thank you all for helping me make my day by saving money!
    Although I work for a big six energy supplier, any views, opinions or ideas are my own, and don't represent the views of my employer.
    • Scruff2015
    • By Scruff2015 21st Sep 16, 4:26 PM
    • 12 Posts
    • 2 Thanks
    Scruff2015
    • #5
    • 21st Sep 16, 4:26 PM
    • #5
    • 21st Sep 16, 4:26 PM
    BE CAREFUL of ECONOMY ENERGY and E-UK (e . org or e - uk . com) if:


    1. If you are a potential customer


    If you are a customer (or potential one) - then why would you want to go to a company like this? Do they offer anything different from a more established Energy Supplier? I don't think so. Even if they were to be cheaper, is it worth the risk of being with such a company?

    Do a quick Google and you will see what they are all about. Fined £250k by Ofgem for MISSELLING and BAD CUSTOMER SERVICES.


    2. You are an employee / potential employee / been offered a Job


    I hear that this company (Economy Energy) and E-UK, have treated so many of its staff badly since their short time of being in existence. Apparently, quite a few people have been taken on, mistreated, then unexpectedly and suddenly being done away with citing bogus and next to nothing reasons (do your research on LinkedIn).


    All I am saying is if you are at the company, or considering a job offer from Economy Energy or E-UK, then be extremely CAREFUL.


    3. Other


    If you are also approached by a company called E-UK, then also be equally careful. Do your research (Companies House, Ofgem etc.), join the dots and you will ask questions ...


    I'm not saying do not go with them, I am saying BE CAREFUL, DO YOUR RESEARCH and BE 100% before doing anything. If anything doesn't seem right, do not be afraid to report to the Police, the Companies House or Ofgem.
    • Scruff2015
    • By Scruff2015 21st Sep 16, 4:26 PM
    • 12 Posts
    • 2 Thanks
    Scruff2015
    • #6
    • 21st Sep 16, 4:26 PM
    • #6
    • 21st Sep 16, 4:26 PM
    21 Sept 2016:


    Ofgem launches investigation into Economy Energy Trading Limited sales practices.


    Looks like these guys may have been at it again - seems like that they just don't care or learn!


    Its their 3rd serious investigation in as many years!
    Last edited by Scruff2015; 21-09-2016 at 4:29 PM.
    • footyguy
    • By footyguy 25th Feb 17, 3:59 PM
    • 4,136 Posts
    • 1,684 Thanks
    footyguy
    • #7
    • 25th Feb 17, 3:59 PM
    • #7
    • 25th Feb 17, 3:59 PM
    Tried calling this company today (about 3pm) to get some experience of them.

    Their website indicates they are open Mon-Fri 8am-8pm, Sat 8am-6pm and Sun 8am-4pm

    When you call them, you nare faced with an automatic menu system with 6 options, none of which appears to serve non-existing customers.

    So I chose option 4 - this was for customers who have a credit meter and pay by DD.. This message said they (their direct debit department) was closed as they are only open Mon-Fri..

    So called again - this time chose option 6. - For customers who have already applied to join EE, but now wish to cancel that application.

    Here I am told whilst on hold they are open Mon-Fri and Sat as above, but no mention of Sunday.

    Call was then answered {text removed by MSE Forum Team}. Despite asking how she couldd help me today (so sounds like a general customer services number) she could go no further until I gave her the supply address which I was hesitant to do. Eventually gave her the postcode of a hotel in the supply region.

    My question to her was simply do they accept customers supplied via an independent gas transporter netwoek, and if so, on what terms.

    She put me on hold as she obviously did not understand the question, and then after a few minutes on hold, I was cut off.

    Third time lucky perhaps, I called again.
    Spoke to another {text removed by MSE Forum Team} lady (using option 6 as above) who did not understand the question either. I asked her if she understood what I meant by an independent gas transporter and she assured me she did (I was not convinced)
    Wanted to again put me on hold but I said I was unhappy for that to happen as I was cut off last time, so she agreed to but me on mute.

    Came back and she had no idea. I referred her to her own terms of supply (term 9.3) and asked her to explain what bit meant. She at fisrt did not even know what her terms of supply were, but once we got there, she again put me on hold.

    She came back and explained simply what an IGT was i.e. a company that provides the pipelines that supply the gas. I said yes, but how does that affect an Economy Energy customer as the terms simply says EE can vary the terms and even the price.

    Put on mute again
    She eventually came back and said Economy Energy do not serve customers supplied via an independent gas transporter.

    I asked why, in that case, the term was there in the form it was.
    She said sometimes customers apply to EE and don't tell EE they are served via an IGT (erm ... it's not for the customer to advise, it's for the supplier to identify that and decide whether or not they wish to supply)
    She said if EE could supply, they would take it on, but then the terms and prices may vary. But base position is that they do not supply IGT customers.

    I think I missed another bullet there.
    They may be cheap, and if there are no issues, you may get a good deal. But my experince was that I would have little confidence in them should you need their help.
    Last edited by MSE Andrea; 07-06-2018 at 1:04 PM.
    • Bonzodog
    • By Bonzodog 14th Mar 17, 9:44 AM
    • 19 Posts
    • 7 Thanks
    Bonzodog
    • #8
    • 14th Mar 17, 9:44 AM
    Economy Energy
    • #8
    • 14th Mar 17, 9:44 AM
    Went to Energy Club about best/cheapest dual fuel supplier for my flat. Economy Energy topped the list, so unto their website, contact link for new customers and up pops the telephone number 03331039053.

    I call the number and all six options are for existing customers, ie have you changes address, what tariff are you on, do you wish to switch from Economy 7 etc etc. Not a single one amongst the 6 options for new customers to speak to someone about switching over. In fact, all I needed to know was if my area was scheduled for being supplied with a smart meter on switch-over.

    Doesn't exactly fill you with confidence about the efficiency of their operation does it?
    • needhamy
    • By needhamy 6th Jul 17, 8:04 AM
    • 1 Posts
    • 0 Thanks
    needhamy
    • #9
    • 6th Jul 17, 8:04 AM
    • #9
    • 6th Jul 17, 8:04 AM
    Did a cost comparison on the Cheap Energy Club website and Economy Energy came up cheapest at £648. I subsequently clicked on the link and it took me through the selection process using the same inputs as previously used and low and behold the cheapest tariff came out at £759!
    Maybe I am cynical but I suspect the headline cheap rate was a rouse to lead you on to their website and then inflate the tariff - please take note!
    • MSE Laura
    • By MSE Laura 26th Jul 17, 11:01 AM
    • 96 Posts
    • 83 Thanks
    MSE Laura
    Hi needhamy,

    Sorry for the delay in getting back to you here.

    Could you drop us an email to energyclub@moneysavingexpert.com so that we can check your account and take a look into this for you?

    Thanks,
    MSE Laura
    • Joyful
    • By Joyful 26th Jul 17, 4:55 PM
    • 2,257 Posts
    • 1,179 Thanks
    Joyful
    Most of the customers I have spoken to that have had their accounts transferred against their wishes have been either to Economy Energy or E.
    ****Released the reins and am now Self employed****
  • Economy Energy
    Did a cost comparison on the Cheap Energy Club website and Economy Energy came up cheapest at £648. I subsequently clicked on the link and it took me through the selection process using the same inputs as previously used and low and behold the cheapest tariff came out at £759!
    Maybe I am cynical but I suspect the headline cheap rate was a rouse to lead you on to their website and then inflate the tariff - please take note!
    Originally posted by needhamy
    Hi Nedhamy.
    Economy Energy is one of over 20 independent energy suppliers set up to challenge the market and offer more affordable prices than the Big Six.
    Since we were formed five years ago, we have saved customers well over £12million on their gas and electricity bills.
    We have recently introduced the lowest fixed-rate energy tariff in the UK as part of our commitment to providing the best and most cost-effective experience for our customers.
    Can you please send us your details to customer.services@economyenergy.co.uk and one of our customer service advisors will be in touch to discuss your energy needs and how you can access the best possible tariff.
    Official Company Representative
    I am the official company representative of Economy Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Economy Energy
    Most of the customers I have spoken to that have had their accounts transferred against their wishes have been either to Economy Energy or E.
    Originally posted by Joyful
    Hi Joyful, we are very surprised by your comments.
    Since we were formed five years ago, we have saved customers well over £12million on their gas and electricity bills.
    We have invested heavily in our new UK-based customer contact centre, as well as our online offering, to ensure we provide the best experience to our growing customer base.
    Our customer strategy is very much built around educating and informing consumers on switching and how they can access the most affordable deals available to them.
    Official Company Representative
    I am the official company representative of Economy Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • archived user
    we have saved customers well over £12million on their gas and electricity bills.
    Originally posted by Economy Energy
    Hi - welcome to the forum: it is good to see another company rep on this forum.

    Unfortunately, being a rep doesn't guarantee an easy ride. For the benefit of those who follow this forum, please explain the criteria that you have used to calculate that EE alone has saved energy customers switching to you over £12M?

    If the savings are based on the Ofgem cost criteria, then call me a sceptic. Last year (before energy prices started rising) , I received a claim from a supplier that Miss A had saved over £250 by switching to them in 2015 (possible), and would save another £220 by taking out another one year fix (not possible -but true if the Ofgem cost methodology was being used): hence, my question.
    Last edited by Hengus; 31-07-2017 at 5:46 PM. Reason: Typo
    • Joyful
    • By Joyful 31st Jul 17, 5:15 PM
    • 2,257 Posts
    • 1,179 Thanks
    Joyful
    I understand what you are saying but this does not deal with bad salesmanship. today I spoke with someone who said could she change her mind. The response was if she did not use the new suppliers card it meant she stayed with the old supplier. I am all for competition but the smaller companies have to play by the rules too.
    ****Released the reins and am now Self employed****
    • trinidadone
    • By trinidadone 31st Jul 17, 8:21 PM
    • 3,198 Posts
    • 1,152 Thanks
    trinidadone
    Hello all,
    I joined Economy energy on 16th April from flow energy, to day is the 31st July 2017. I contacted Economy energy a few days after the 16th July to enquire about when I will receive my first bill? I was informed, I should receive my bill between 26th July - 28th July 2017.

    I made my second telephone call to Economy energy on 29th July 2017, and on this occasion I am told i should receive my first bill some time this week. We will be in august tomorrow, still no quarterly bill? I did receive a text message today from the company asking again for meter readings (the last meter readings were submitted on 15th July 2017.

    Is this normal behavior for this company that has been running for five years? as a new customer i am not very impressed.

    Can someone kindly send me a bill???
    Trinidad - The hottest place to go
  • Economy Energy
    Hello all,
    I joined Economy energy on 16th April from flow energy, to day is the 31st July 2017. I contacted Economy energy a few days after the 16th July to enquire about when I will receive my first bill? I was informed, I should receive my bill between 26th July - 28th July 2017.

    I made my second telephone call to Economy energy on 29th July 2017, and on this occasion I am told i should receive my first bill some time this week. We will be in august tomorrow, still no quarterly bill? I did receive a text message today from the company asking again for meter readings (the last meter readings were submitted on 15th July 2017.

    Is this normal behavior for this company that has been running for five years? as a new customer i am not very impressed.

    Can someone kindly send me a bill???
    Originally posted by trinidadone
    Hi Trinidadone.
    We are committed to making your switching experience as smooth as possible.
    Can you please send us your details to customer.services@economyenergy.co.uk and one of our customer service advisors will be in touch to discuss your billing.
    Thankyou
    Official Company Representative
    I am the official company representative of Economy Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • trinidadone
    • By trinidadone 1st Aug 17, 4:01 PM
    • 3,198 Posts
    • 1,152 Thanks
    trinidadone
    Hi Trinidadone.
    We are committed to making your switching experience as smooth as possible.
    Can you please send us your details to customer.services@economyenergy.co.uk and one of our customer service advisors will be in touch to discuss your billing.
    Thankyou
    Originally posted by Economy Energy
    Dear Economy Energy,

    I raised the issues of not receiving a bill in a informal complaint on 10th July 2017. I have reviewed your customer complaints policy, and have emailed a complaint to customer.complaints@economyenergy.co.uk, and requested this complaint is looked at, at the review stage. As a new customer I am disappointed of still awaiting a bill from this company.
    Trinidad - The hottest place to go
    • glennevis
    • By glennevis 2nd Aug 17, 10:20 AM
    • 216 Posts
    • 162 Thanks
    glennevis
    Applied to switch gas to Economy Energy on 13th July. Received an email straightaway with the order number and a link to their page promising they would keep me informed during the process.

    No communications since (yes, I did check spam). My current supplier hadn't notified me of the switch, so I knew something was not right.

    So as the 21 days is up, phoned them today. CS rep said there was a flag on my application so they had not initiated the switch. The reason I was given is that there was "a space (sic) and some numbers" in my email address. There wasn't a space but my email address was of the form myaddress+11@gmail.com. I now have to wait another 21 days for the switch, or I have 14 days to cancel. Hard choice.

    Warning:
    If you use gmail's very useful feature to append +tag to your email address (example myaddress+tag@gmail.com) so you can filter your emails, Economy Energy's system can't handle it. They will send out a welcome email to myaddress@gmail.com with a supposed order number but they will not process your switch unless you get in touch and do without the tag.
  • Economy Energy
    Hi Glennevis.

    We apologise for any inconvenience, we always strive to make the switching process as smooth and easy as possible.

    Please send your details to customer.complaints@economyenergy.co.uk and we will investigate this further for you.

    Neil
    Official Company Representative
    I am the official company representative of Economy Energy. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
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