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    • MSE Karl
    • By MSE Karl 25th May 16, 2:01 PM
    • 71Posts
    • 22Thanks
    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 2
    • trinidadone
    • By trinidadone 8th Aug 17, 11:53 AM
    • 3,045 Posts
    • 1,131 Thanks
    I have received a response from this company. I ave been provided a bill based on a estimated bill. I have now been asked for the meter readings which were supplied to this company when I started. There appears to be some serious customer service issues with this company. while there tarrif is advertised as cheap, I have already decided not to remain with this company after the twelve months is up, and that is after being a customer only since April. As this company is unable to provide a first bill, i would not recommend being a customer.
    Trinidad - The hottest place to go
    • MaggiB
    • By MaggiB 11th Aug 17, 11:23 PM
    • 2 Posts
    • 2 Thanks
    Rubbish service
    I switched supplier to Economy Energy in April 2017. Fixed for 1yr by monthly DD gas & electricity. I explained that as I have Solar Panels my monthly electricity readings would be very low. However I agreed that for the time being I would pay the 'normal' rate for 3 months when it would be reviewed on the evidence of my meter readings. I wish! My monthly readings are not being recorded. I have not had a statement showing my energy use and direct debit payments. I have telephoned the customer helpline and sent emails but cannot get a result. The online account is no better. It is still in it's 'Beta Version'. I am over £100 in credit already. I am unable to get my direct debit payments adjusted or claim a refund in spite of my best efforts. They were quick enough to accept my switch to themselves (after an initial problem getting a reading). I would terminate my contract but there is a £30 exit fee on each product. They have been noted by OFGEN previously about their poor customer service. Obviously they have 'got away with it'. DON'T USE THIS COMPANY . Maybe smart meter users get a better service?
    • trinidadone
    • By trinidadone 12th Aug 17, 10:54 PM
    • 3,045 Posts
    • 1,131 Thanks
    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, 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.
    Originally posted by trinidadone
    I am still awaiting for my complaint to be resolved. Terrible customer service, why did I choose this company??? my contract to end could not come quicker enough.
    Trinidad - The hottest place to go
    • bjpirt
    • By bjpirt 17th Aug 17, 2:54 PM
    • 1 Posts
    • 0 Thanks
    I just tried signing up after these guys came up tops for price on the comparison. Unfortunately it seems like the online saver account (which is the one that was being compared) is not compatible if you have a smart meter (which are being rolled out to everyone). The only plan available was £170/year more expensive than the one advertised. I think you need to put a note on this supplier saying the plan is only valid if you don't have a smart meter.
    • crabbit_yin
    • By crabbit_yin 8th Sep 17, 11:19 AM
    • 1 Posts
    • 0 Thanks
    EconomyEnergy are really quite terrible. They can't seem to get their act together. They NEVER ask for meter readings, so you have to do that by yourself, IF you remember. I joined in Nov 2016 but it took them over 6 months to get ANY web-site accessibility at all. Prior to that I got random bills by post at wildly differing times for gas and electricity, one bill being months out of date. When they finally got their web-site working, it still, to date (8/9/17), will not allow you to see your bills. Plus - they increased my direct debit from £78 to £91 per month, even though I am in credit on both gas (£105) and electricity (£71). Strongly discourage anyone going to this awful company.
    Last edited by crabbit_yin; 08-09-2017 at 11:21 AM. Reason: forgot to add a detail
    • trinidadone
    • By trinidadone 8th Sep 17, 12:19 PM
    • 3,045 Posts
    • 1,131 Thanks
    Hello crabbit. I seem to get text messages from this company requesting meter readings, but like you, there seems to be huge billing issues with this company.

    I have already contacted the energy ombudsman, and I have been advised I need to give the company eight weeks to address my billing complaint. I am intending to raise the issue with the ombudsman as soon as i possible can.
    Trinidad - The hottest place to go
    • condoghost
    • By condoghost 14th Oct 17, 6:08 PM
    • 62 Posts
    • 18 Thanks
    I so wish there were warnings of such issues of customer service up front with this Economy Energy switch. I've been with MoneySavingExpert Cheap Energy Club from the outset and sing their praises from the rooftops. This is my 5th switch and the previous 4 have been so smooth saving me money every time. It's the best service out there and believe me I've checked 5 others to make sure this is the case this time too.

    I have today sent Economy Energy an email directly rather than from their website. Having read all the comments here I am now quite worried this switch will become burdensome and very worrying for me.

    I switched to the Economy Energy Direct Saver (Fixed) 12 month deal via the MoneySavingExpert Cheap Energy Club having missed out by one day this year's Cheap Energy Club Big Switch. Yes, the email header wasn't so obvious with me thinking it was a reminder email not realising it was letting me know one deal had already been over subscribed and the other was ending the next day. Silly me [dizzy].

    I received a great welcome email from Economy Energy 20th September 2017. All very well presented, clear and precise, detailing the next steps 1, 2 and 3. Also the emails for the Economy Energy Direct Debit Notification. All timely sent. An impressive start. And of course direct debit payments have been processed promptly on the dates due. No "surprise-surprise" there.

    Step 3:
    We expect your supplies to go live on 07/10/2017. About 5 days before we'll send you a text/email to ask for a meter reading.

    Great news except there was no text, no email from Economy Energy asking me for a meter reading.

    Meantime my previous supplier sent me an email advising the date of the switch to be 5th October 2017. I provided them the meter readings online directly on that day so as to ensure there was a clear and precise switch.

    I went to the Energy Direct website My account to register with my account number and postcode so that I could 1) provide them with the meter readings 5th October 2017, 2) ensure warm home discount was noted, and 3) ensure pensionable age long term illness priority services were noted.

    No luck --- "Account could not be validated or has already been registered. Check your details are correct and try again or login with your existing details."

    I've even tried combinations of postcode - with a space, without a space, uppercase, lowercase - still the same message. I have attempted to register for my account a number of times on different dates, and again today, and still the same message.

    5th/6th/7th October 2017, I forget which date, I clicked on the Contact Us > Email us here option and sent two emails. 1) advising I had not received the text/email to provide them the meter readings, and 2) the problem with registering my account as having not logged in before. Whilst there is a confirmation webpage advising 5-days to answer such enquiries, a copy of the emails are not sent to my email address for my reference and, as of today Saturday 14th October 2017, I have not had a reply back to either of these "Email us here" emails.

    The Economy Energy welcome email advises the contact details 0333 103 9053 8am-8pm Mon to Fri 8am-6pm Sat and 8am-4pm Sun and their website advises "speak with our team" "If it's a general enquiry... Monday - Friday 8am-8pm, Saturday 8am-6pm, Sunday 8am-4pm", yet, when I telephone them today, Saturday 14th October 2017, the automated message informs me the hours are Monday - Friday 9am-6pm; I'm invited to leave a message for callback only to then be informed "mailbox is full"!

    I want to advise meter readings twice a month. I want to do this online to save me money. Calls during the week cost me money. I'm a pensioner on pension guaranteed credit. Pennies count!

    This switch seemed to start well but now I'm not so sure. I'm hopeful this can be turned around before it indeed does become a burden and a worry for me. It could well cost me more money than the savings projected after the end of the British Gas Collective Fix Oct 2017.

    I am hopeful not to receive one of those cut-and-paste "We apologise for any inconvenience, we always strive to make the switching process as smooth and easy as possible. Please send your details to and we will investigate this further for you" replies I see here in this forum given I've mentioned I've already sent these details by email directly

    I just want this switch to work seemlessly and not become a bigger problem in 12-months time.

    • stevenpc
    • By stevenpc 12th Nov 17, 1:23 PM
    • 99 Posts
    • 18 Thanks
    similar probs as the above post however in adition to above i am still paying dd to my old provider and to ee.The electricity has been sorted however they according to my old provider have not sent metre reading for my gas to them.I was last able to contact ee on 7th october and they said they had all the infomation required and will send final gas reading to last supplier.Yesterday after getting confirmation from my old provider that they wher waiting for the reading from ee and agreed to not take anymore dd for the time being ( i am in credit ) however too late to stop a dd to them for this month.I spent 2 hours during the cource of yesterday and again first thing this morning ( sunday ) holding on to phone to speak to ee without success and recorded message advising to call next week.They do not respond to messages sent via there web site i cannot access my documents on there web site there website will not accept metre readings that i enter.This company is a joke and i cant wait to leave and have informed them that if these matters are not resolved i shall be looking for another supplier and they can forget about any exit fees as as far as im concerned they are not supplying the service expected or agreed to.On another note i was told on 7th october that it was too late for me to apply for the home warm discount so im losing out and not gaining anything from my switch.Ive never had a problem with other companies so lesson learnt the hard way.
    Last edited by stevenpc; 12-11-2017 at 2:19 PM.
    • rachelj6
    • By rachelj6 30th Nov 17, 3:39 AM
    • 16 Posts
    • 86 Thanks
    Beware of Economy Energy!
    Avoid this company like the plague.

    I was with them for 2 weeks and it was absolute torture. They took payment out of my account without warning. They apparently texted me about different things but I never received any of them - apparently this was impossible!

    Customer service is a total joke, one time I phoned there was such loud music on in the background I couldn't hear what was being said to me. The three separate people I spoke to were all seriously rude and gave completely different answers to the others.
    Was promised phonecalls back on three separate occasions but never had even one.
    Even though I am in a wheelchair and my electricity meter is in the basement of the shop I live next to I was informed that Economy Electric 'do not do readings for anybody, regardless of disability'. That was after asking me INCREDIBLY personal health questions for approx 20 minutes. They are obviously incapable of understanding that wheelchairs + stairs are not a great mixture.

    They didn't bother to ask for readings, gave my old energy company made up readings so I received a letter about a £400 debt! Turns out that my old company actually owed me nearly £200, luckily it was sorted out in a day.

    The only time that I spoke to anyone decent was the day I finally gave up and informed them that I was moving to a different company.
    I am still receiving phone calls from them asking for readings.

    Their prices may be attractive but it doesn't make up for their total incompetence, rudeness and ignorance!
    • AideyAitchdee
    • By AideyAitchdee 8th Dec 17, 5:25 PM
    • 1 Posts
    • 0 Thanks
    My partner signed us up as a result of a cold call by EE. They told her that we would not pay a standing charge with them. Big lie. Mis-selling just for starters.
    We had to request an electrician from EE to install an isolator switch so that my electrician could supply and fit a new consumer unit, one electrician not being able to touch the meter side and the other not allowed to touch the consumer unit. So both had to be on site at the same time. It was made absolutely clear to EE that there would have to be the second electrician there at the same time, so no excuses there. An appointment was made by EE for a time slot in between 12 noon and 4pm.
    The evening prior to this appointment I drove back home from London to be there to let the electricians in to my house. My electrician turned up at five to 12. The poor man sat outside in the freezing cold in his van waiting for the EE contractor to show up. At 3pm my electrician knocked on the door and said that he would wait until four but would have to go after that. So I rang up customer service where I was told to wait another hour to give their electrician a chance to turn up but she was sorry but she couldn't get in touch with them for me! I thought this was odd. Anyway come five past four there was still no sign of the EE electrician so my chap had to leave. He so left me a bill for four hours waiting time.

    When I telephoned EE customer service to explain the inconvenience and that I would be charging them for my costs they actually had the gall to tell me I would have to take the matter up with the no-show sub contractor! Bl##dy cheek! Luckily as I used to run my own business I know legal matters and told them that the buck stops with the main contractor i.e. THEM (EE).

    My advice to anybody is read the reviews first before you jump in with this firm. The business end of their customer service is atrocious and can cost you deep in the pocket.

    Btw the first appointment I made with EE sort of got lost in the request from one department to another so this was my second try at arranging an appointment.
    • Londoner_1
    • By Londoner_1 10th Dec 17, 9:20 PM
    • 107 Posts
    • 30 Thanks
    Same here.

    I joined in mar 2017 after an aborted attempt to join in feb 2017.

    My elect and gas game over at different dates meaning both bills are out of sycn (i never had this problem with all my prev suppliers). Their online account management is pure rubbish, all you can do is submit meaningless meter readings which they never acknowledge and seldom show up on the bills, i have now resorted to writing by meter readings every month end in anticipation of a !!!! up by EE.

    My spring gas bill was messed up, as a result they only billed me £2.55 for the summer bill saying they messsed up. I fret over the next few months as i just wanna clear my account by feb 2018 and switch away.

    I have had National Power, some random co, BG, Scottish Power, Eon, sainsbury energey, spark energy and all were ok but this co is hell, the larger suppliers all had better systems and websites, you type in readings and within a day you have your bill.
    Last edited by Londoner_1; 10-12-2017 at 9:24 PM.
    • Martlea
    • By Martlea 7th Jan 18, 2:14 PM
    • 8 Posts
    • 2 Thanks
    Same Here!
    Began my switch to Ecomomy Energy in November 2017, it failed to happen. No real or vailid explanation from customer services, so began process again (!). Should have switched by 23 December, 17. Did not happen. Called, told would be sorted out and I would get an email update. Did not sort it out of course. Did not send any email update either. Eventually a customer services person telephoned me late one evening to explain 'they' had told her there was a problem with the IBAN number so could not set up direct debit!
    Utter nonsense of course, I am a UK domestic customer and IBAN has nothing whatsoever to do with setting up my direct debits instruction.
    I told her to cancel my applications and email or write to me confirmation - they did not.
    Have now reported them to the ompudman for wasting my time and the trouble caused as I could have taken a better deal elsewhere meanwhile.
    • trinidadone
    • By trinidadone 7th Jan 18, 2:53 PM
    • 3,045 Posts
    • 1,131 Thanks
    I am currently a customer of Economy Energy.

    I am currently on Dual Fuel Direct Saver 2017 V3

    I decided to use the Moneysavingexpert cheap energy club tool. The results suggest I will pay £60.00 less per year, once my contract ends on the Dual Fuel Direct Saver from the same company Economy Energy. I was hoping to ring them to discuss if I can simply move to the this tariff now (I am in contract until April 2018). There lines are closed today
    Trinidad - The hottest place to go
    • stevenpc
    • By stevenpc 7th Jan 18, 3:32 PM
    • 99 Posts
    • 18 Thanks
    no surprise about the lines being closed if you go on face book they are on there i posted on it and had an ee agent respond so give that a try.I also have to say ive never had so many problems in fact none when ive switched to other suppliers but found ee nothing but problemmatic.
    • SpotlandRules
    • By SpotlandRules 7th Jan 18, 4:12 PM
    • 192 Posts
    • 79 Thanks
    I am currently a customer of Economy Energy.

    I am currently on Dual Fuel Direct Saver 2017 V3

    I decided to use the Moneysavingexpert cheap energy club tool. The results suggest I will pay £60.00 less per year, once my contract ends on the Dual Fuel Direct Saver from the same company Economy Energy. I was hoping to ring them to discuss if I can simply move to the this tariff now (I am in contract until April 2018). There lines are closed today
    Originally posted by trinidadone
    Whilst not a fan of Economy Energy, most companies are closed on a Sunday.
    • trinidadone
    • By trinidadone 20th Jan 18, 12:25 PM
    • 3,045 Posts
    • 1,131 Thanks
    I did call EE back to ask why the moneysaving website said i would pay less when my contract ends. I really wish i did not make this call. Today I received a letter in the post to say my tariff is changing with some terms and conditions attached. I telephoned this afternoon to enquire why and I was speaking to a agent who just could not explain why i had received this letter, especially as my fixed term ends in april. He told me this new teriff would end next year and ended with him telling me he would email some departments.

    I telephoned back, spoke to a really nice agent name paige. She advised me the notes from the previous advisor today was vague. Paige looked at the notes from the previous call before today, and advised one of her colleagues had placed me on a more expensive tariff, and had also affected the billing cycle. She told me she would take ownership of this, and will get this reversed. She also confirmed both my electricity and gas do not end until 2018 - April. Paige sent me a test email which i received and responded back to. What a mess!!!!
    Trinidad - The hottest place to go
    • beekay1943
    • By beekay1943 22nd Jan 18, 3:50 PM
    • 34 Posts
    • 16 Thanks
    Don't go near them
    I changed my Energy Supplier from Sainsburys Energy (Scottish Gas) to Economy Energy on 9 October 2017.

    Their policy documents stated that I would receive a bill every 3 months but I am still awaiting my first bill, late by almost 2 weeks already. They also took a double payment by Direct Debit (totalling £296) on 10 October 2017, presumably to ensure that the initial higher usage during the winter months was adequately covered, as has proved to be the case.

    I provided my meter readings online as requested but, despite being promised regular emails requesting meter readings, I still have to make a diary entry to remind myself to submit them monthly. On checking my meter reading history online, some readings are marked “Actual”, several are “Pending” and one is “Estimated.” There is even one Electric meter reading marked “Unknown” and dated 17 January – this was NOT submitted by me nor did any meter reader call at my home.

    My account is meantime in credit to the tune of £228.48 and yet I received two emails stating that my Direct Debits were to be increased by a total of £14.80 to “help cover the increased bills and prevent your balances falling into debit.” I keep meticulous spreadsheet details of all my energy usage and have calculated that my average usage in previous years over the months March to August are well within the limits of my current monthly Direct Debits and the aforementioned credit will more than cover any extra usage over the “winter temperatures” – which, they claim, is the reason for increasing my Direct Debits.

    I contacted Economy Energy via their Facebook page explaining all the above and was asked, by Private Message, for up-to-date meter readings so that they could “manually” check my account and usage and produce my first bill. On providing this information, they agreed that there was no need to increase the amounts of my Direct Debits.

    Their website is virtually useless and does not provide any means of contacting them by email.

    I would certainly advise any persons considering changing to Economy Energy to think again.
    • Anne Savvides
    • By Anne Savvides 26th Apr 18, 2:56 PM
    • 1 Posts
    • 0 Thanks
    Anne Savvides
    Avoid this company. Their customer service is poor, they are unapologetic when they make errors and have no interest in customer retention.
    • trinidadone
    • By trinidadone 26th Apr 18, 7:39 PM
    • 3,045 Posts
    • 1,131 Thanks
    I am in the process of moving my gas and electric supply else where. I was not impressed with the company to honest.
    Trinidad - The hottest place to go
    • Pam Wyatt
    • By Pam Wyatt 28th Apr 18, 6:38 PM
    • 1 Posts
    • 0 Thanks
    Pam Wyatt
    Worst Company I have ever dealt with
    Been with Economy Energy since June 2017. Never had an accurate bill despite giving them readings at least 8 times. Went to Ofgem who told them which reading to use and finally got an accurate bill in February. However, submitted more readings in March and then received a bill dated June 2017 to 22nd September 2017!! It took them 3 months to resolve original complaint (with help from Ofgem) and have already been waiting over 3 weeks for a response to latest complaint. Their customer service is appalling and the compensation awarded by Ofgem has yet to show on our account. I am beginning to wonder whether I will ever receive a correct bill from them. AVOID THIS COMPANY AT ALL COSTS
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