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    • MSE Andrew
      Verified User verified user
    • By MSE Andrew Verified User verified user 17th May 17, 3:53 PM
    • 94Posts
    • 25Thanks
    MSE Andrew
    Add your feedback on energy supplier OneSelect
    • #1
    • 17th May 17, 3:53 PM
    Add your feedback on energy supplier OneSelect 17th May 17 at 3:53 PM
    This is a feedback thread on energy supplier

    OneSelect

    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. If you aren’t sure how it all works, watch our New to Forum? Intro Guide.
Page 3
    • Hengus
    • By Hengus 3rd Jun 18, 1:43 PM
    • 6,828 Posts
    • 4,386 Thanks
    Hengus
    Tried to switch daughter to OneSelect for gas only ( her electricity charges are capped irrespective of how much they use).
    Originally posted by bigfishstalker
    Are you sure? Usually, the only things that are fixed (capped to use your term) are the length of the contract; the unit price and the upper limit of the standing charge*. A consumer that uses 4000kWhs/year will pay more than a customer who only uses 2000kWhs/year.

    *The actual standing charge may be lower: all discounts (if applicable) are taken off the annual standing charge.
    • Carole Yeo
    • By Carole Yeo 11th Jun 18, 10:05 AM
    • 1 Posts
    • 0 Thanks
    Carole Yeo
    Excellent
    I've had no problems at all from One Select. The transition was smooth, (it does take 2 weeks to do a hand over) customer services are great, no being held in a queue. Be warned though they do take a DD Payment a month in advance, so when you switch you will be billed and then again at the end of that month, I was aware of this before switching, it didn't put me off as it was still cheaper! You don't need a final bill to switch, only a meter reading and they do the rest. Cost is kept low as it is all done online, platform does need a bit of improvement though. But, you can log in online and see the billing information, your Plan and to add a meter reading. First reading needs to be submitted via email and then after that they will request future readings from you which you can then submit online. I was worried about switching as I have been with BG for years, but can't believe how much I have saved with no disturbance.. same gas different admin! Would definitely recommend.
    • trinidadone
    • By trinidadone 11th Jun 18, 1:30 PM
    • 3,145 Posts
    • 1,149 Thanks
    trinidadone
    I left my previous supplier on 30th April 2018. so far so good with the switch, everything seems to be online. As the previous person said, this company will bill you a DD a month in advance, so be aware, however, that does not bother me too much, as i much prefer to be in front, and than owing.

    I have not received my first bill as yet, been asked to submit meter readings or had any communication from the company, so i can only assume things are aok!!

    I read on page one of this thread, that although there are no exit fees if you decide to switch within the 12 months, a cash back is paid after the full 12 months is served, does anyone have any further information on this? Also, do I need to actively submit meter readings each month / quarter, am i asked for them by the company, or what???
    Trinidad - The hottest place to go
    • lucifersangel87
    • By lucifersangel87 9th Aug 18, 7:37 PM
    • 96 Posts
    • 25 Thanks
    lucifersangel87
    Useless
    I switched in 2017 and they were brilliant. But then things started getting worse.
    If you need to contact them you can stay on the phone for up to an hour and the staff are extremely rude.
    I reported a faulty meter and the girl asked me to email photos to her work email address. Never heard anything back at all, not even an acknowledgement of my email.
    When you email you get an automated response below:
    Thanks for contacting OneSelect.

    We are currently experiencing exceptionally high email volumes and we are taking longer than usual to reply. This falls short of our normal customer service levels and we apologise for any inconvenience caused. We’re working hard to reduce the wait time.

    If you are trying to submit a meter reading, you can do this via logging into your online portal. If you haven’t yet set up your account, all you need is your email address. Visit the portal: https://myaccount.oneselect.co.uk/

    Alternatively, you can call us on 0333 21 25 973 between 8.30AM – 5PM Monday to Friday.
    I work between 8am and 5pm so no chance to call and email is the only option.

    They messed around my account when I moved house and I couldn't get my new account to show online. It wouldn't let me register a new account in that email address because I already had one and when I tried a different email address it said the account number was wrong.

    Just left them, via email because I can't actually spend my lunch break waiting to get through on the phone (There's no "close account" option on the web) and I'm still waiting for a response two weeks on. Absolute shambles. Utterly useless!!!!!
    "One cool judgment is worth a thousand hasty counsels. The thing to do is to supply light and not heat."
    -Woodrow Wilson
    • A1novice
    • By A1novice 12th Aug 18, 11:45 PM
    • 55 Posts
    • 10 Thanks
    A1novice
    Overdue refund
    I have been with them for 1 year and am in credit with OneSelect for £70 and asked for a refund 6 weeks ago. Still waiting! I think this is too long to wait for a refund myself. Does anyone else have any experience of this company? I know it is one of the cheaper offers on the market but not sure how I feel about them keeping my money.
    • trinidadone
    • By trinidadone 12th Aug 18, 11:53 PM
    • 3,145 Posts
    • 1,149 Thanks
    trinidadone
    I have been with them for 1 year and am in credit with OneSelect for £70 and asked for a refund 6 weeks ago. Still waiting! I think this is too long to wait for a refund myself. Does anyone else have any experience of this company? I know it is one of the cheaper offers on the market but not sure how I feel about them keeping my money.
    Originally posted by A1novice
    what about logging a complaint under the companies complaints procedure?
    Trinidad - The hottest place to go
    • A1novice
    • By A1novice 13th Aug 18, 7:23 PM
    • 55 Posts
    • 10 Thanks
    A1novice
    I have, I sent my second email to them 10 days ago and have not had a response. Not sure what to do now, except wait............. and wait.............
    Last edited by A1novice; 13-08-2018 at 7:24 PM. Reason: spelling
    • A1novice
    • By A1novice 24th Aug 18, 8:38 PM
    • 55 Posts
    • 10 Thanks
    A1novice
    oneselect overdue refund
    It is now 8 weeks since i requested a refund for the over payment on my account and still waiting! Is this a record? I am not sure what else I should do to get this moving as I have emailed and submitted up to date readings. Has anyone else had problems with this company? To say I am not happy is slightly understating it.
    I suppose the only thing to do now is to submit a complaint to the ombudsman as I have had no response.
    • trinidadone
    • By trinidadone 24th Aug 18, 8:41 PM
    • 3,145 Posts
    • 1,149 Thanks
    trinidadone
    [QUOTE=A1novice;74704820]It is now 8 weeks since i requested a refund for the over payment on my account and still waiting! Is this a record? I am not sure what else I should do to get this moving as I have emailed and submitted up to date readings. Has anyone else had problems with this company? To say I am not happy is slightly understating it.
    I suppose the only thing to do now is to submit a complaint to the ombudsman as I have had no response.[/Q

    have you logged a complaint with the company?
    Trinidad - The hottest place to go
    • Moira Hollamby
    • By Moira Hollamby 11th Sep 18, 4:02 PM
    • 2 Posts
    • 0 Thanks
    Moira Hollamby
    I would not recommend Oneselect I have had problems from day one No one replied to emails We put a bad review on Trustpilot and someone contacted us ONCE and then never replied to that email. have phoned emailed and even written to this company to try and sort out the problem but no response. Such a simple thing I gave my readings when I went to them and they have not passed them to my last supplier who are asking me for money on an estimated bill the estimate being much higher than the real reading as of today my previous supplier says no readings have been passed by Oneselect I have kicked myself for not looking at all the reviews for this company most are bad and most complain of no reply to emails. That will teach me
    • Bumblebee151
    • By Bumblebee151 17th Sep 18, 12:11 PM
    • 1 Posts
    • 0 Thanks
    Bumblebee151
    Great saving?
    I am looking to switch to another fixed tariff and One Select comes up every time offering an estimated annual cost of £766 but when I go to their site that has shot up to £1058. Where has the "great saving" of £133 per year gone? Instead it would cost £292 more than their offer on this site and £159 more than staying with my current supplier.
    • nigelbb
    • By nigelbb 17th Sep 18, 1:54 PM
    • 2,041 Posts
    • 2,845 Thanks
    nigelbb
    I am looking to switch to another fixed tariff and One Select comes up every time offering an estimated annual cost of £766 but when I go to their site that has shot up to £1058. Where has the "great saving" of £133 per year gone? Instead it would cost £292 more than their offer on this site and £159 more than staying with my current supplier.
    Originally posted by Bumblebee151
    There are no "great savings" to be had by switching to any supplier unless you are on a Standard Variable Tariff. Once you have switched to a decent tariff any further switches will at most provide trivial savings.
    • nxdmsandkaskdjaqd
    • By nxdmsandkaskdjaqd 18th Sep 18, 7:34 AM
    • 556 Posts
    • 75 Thanks
    nxdmsandkaskdjaqd
    I moved away from Oneselect about a month ago and still awaiting a final bill. Is there a time limit on when I should receive this?
    • The Big Bamboo
    • By The Big Bamboo 18th Sep 18, 9:42 AM
    • 138 Posts
    • 59 Thanks
    The Big Bamboo
    I am looking to switch to another fixed tariff and One Select comes up every time offering an estimated annual cost of £766 but when I go to their site that has shot up to £1058. Where has the "great saving" of £133 per year gone? Instead it would cost £292 more than their offer on this site and £159 more than staying with my current supplier.
    Originally posted by Bumblebee151
    If I plug my own usage figures into OneSelect’s website their current offering ‘Secure Sept 1 Year Fixed 2018’ has no appeal whatsoever.

    The tariff (Secure July 1 Year Fixed 2018) that has recently put OneSelect at the top of the charts for ‘fixed’ deals has been pulled by the looks of it. I guess the comparison sites will be updated in the next few days or so.
    • A1novice
    • By A1novice 19th Sep 18, 1:27 PM
    • 55 Posts
    • 10 Thanks
    A1novice
    oneselect overdue refund
    I can honestly say that I have never dealt with a company with such bad customer care. I requested a refund for money that I had over paid at the beginning of July. Since then I have emailed on a number of occassions and opened a complaint with them and 2 weeks after submitting my complaint I am still waiting a resolution. When I phone them I get a message saying "we are currently experiencing a higher number of calls than usual....." and no matter how long I hold on I am not able to speak with anyone. I am beyond frustrated. I would never recommend this company as they are not able to deal with their customers satisfactorily.
    • nxdmsandkaskdjaqd
    • By nxdmsandkaskdjaqd 28th Sep 18, 8:31 AM
    • 556 Posts
    • 75 Thanks
    nxdmsandkaskdjaqd
    A word of caution regarding oneselect. On your closing bill they inflate your gas usage despite adding meter readings to their portal and also sending them an email with the readings.

    They are now telling me that to will take up to 8 weeks to correct!! Is there a maximum time that they have to issue refunds (from account closure to repayment of any credit)?
    • Pogbottom
    • By Pogbottom 5th Oct 18, 12:56 AM
    • 1 Posts
    • 0 Thanks
    Pogbottom
    OneSelect - incompetent and under-resourced
    Post-switching a year ago to OneSelect, I have had a consistently dire experience with them.

    TL;DR - they screwed up my billing and direct debit, leaving me with large cashflow problems and an administrative headache taking ages to pick apart.

    I thought I switched on 30 September 2017, and a direct debit came out my account on this date. The household energy usage had not varied drastically, so I expected the direct debit amounts to be roughly correct (c £60/month).

    Imagine my absolute horror to receive a bill in June 2018 for over £600, which the bill stated they would deduct in full automatically via direct debit from my account. Like the vast majority of people, I could not afford £600 of cash disappearing!

    Turns out there was a month's delay on the switch, which actually occurred 2 Nov 2018, as my previous supplier wanted the (small) outstanding sum to be settled before the switch went through. OneSelect had taken my direct debit in Sept, paused it whilst they didn't have my account (the right thing to do), but then never "unpaused" it. I had a direct debit which I knew was setup properly and functional, but OneSelect did not take any money on the direct debit. They then hit me with the bill for over SEVEN MONTHS of WINTER USAGE.

    Their email response rate is, as recorded by others here, abysmal. I received an auto response notification saying they'd respond... in 28 days. After three weeks, I eventually got through to them and had a phone call with a pleasant lady who could, unfortunately, only apologise for this. She was polite and sympathetic, though at no point was I offered any compensation or gesture of goodwill for their appalling service.

    I paid the majority of the lump sum with what ready cash I had in savings, and asked for regular monthly direct debit to resume the next month, along with obviously monthly billing.

    This was June 2018. OneSelect, having not issued a bill for over 7 months, then issued 6 different bills that month, covering June. Two of the six invoices cancelled out a different two invoices which covered the same period - once to correct a 2p difference, and once for no apparent reason whatsoever. Four of the six invoices covered a period of between 3 and 8 days. They went from one confusing extreme to another.

    The next month (July) they issued a bill and took the DD - I thought it was finally sorted. However, I then didn't receive any bill between July and October - for no reason. I chased this and demanded a bill; was told by customer service I had to submit fresh meter readings for them to issue a bill (they had readings from a few weeks earlier); they then issued two invoices the next day without the meter readings (inc one which cancelled out/overwrote an earlier invoice from July, confusingly). The direct debits from Aug and Sept were credited against the July invoice, so on opening the Aug-Sept invoice it looked like no direct debit had been taken - I've had to set up my own spreadsheet JUST TO WORK OUT which invoices haven't been cancelled/overwritten and that my payments have been properly accounted for. Thank goodness I'm financially literate and have some liquidity, or OneSelect's incompetence could have had a far larger impact on someone more vulnerable.

    I am now switching away, never to return - the stress I've had and the time I've wasted unpicking this is not worth it, even if they were cheapest in market (which they're not anymore).
    • trinidadone
    • By trinidadone 5th Oct 18, 1:27 AM
    • 3,145 Posts
    • 1,149 Thanks
    trinidadone
    Post-switching a year ago to OneSelect, I have had a consistently dire experience with them.

    TL;DR - they screwed up my billing and direct debit, leaving me with large cashflow problems and an administrative headache taking ages to pick apart.

    I thought I switched on 30 September 2017, and a direct debit came out my account on this date. The household energy usage had not varied drastically, so I expected the direct debit amounts to be roughly correct (c £60/month).

    Imagine my absolute horror to receive a bill in June 2018 for over £600, which the bill stated they would deduct in full automatically via direct debit from my account. Like the vast majority of people, I could not afford £600 of cash disappearing!

    Turns out there was a month's delay on the switch, which actually occurred 2 Nov 2018, as my previous supplier wanted the (small) outstanding sum to be settled before the switch went through. OneSelect had taken my direct debit in Sept, paused it whilst they didn't have my account (the right thing to do), but then never "unpaused" it. I had a direct debit which I knew was setup properly and functional, but OneSelect did not take any money on the direct debit. They then hit me with the bill for over SEVEN MONTHS of WINTER USAGE.

    Their email response rate is, as recorded by others here, abysmal. I received an auto response notification saying they'd respond... in 28 days. After three weeks, I eventually got through to them and had a phone call with a pleasant lady who could, unfortunately, only apologise for this. She was polite and sympathetic, though at no point was I offered any compensation or gesture of goodwill for their appalling service.

    I paid the majority of the lump sum with what ready cash I had in savings, and asked for regular monthly direct debit to resume the next month, along with obviously monthly billing.

    This was June 2018. OneSelect, having not issued a bill for over 7 months, then issued 6 different bills that month, covering June. Two of the six invoices cancelled out a different two invoices which covered the same period - once to correct a 2p difference, and once for no apparent reason whatsoever. Four of the six invoices covered a period of between 3 and 8 days. They went from one confusing extreme to another.

    The next month (July) they issued a bill and took the DD - I thought it was finally sorted. However, I then didn't receive any bill between July and October - for no reason. I chased this and demanded a bill; was told by customer service I had to submit fresh meter readings for them to issue a bill (they had readings from a few weeks earlier); they then issued two invoices the next day without the meter readings (inc one which cancelled out/overwrote an earlier invoice from July, confusingly). The direct debits from Aug and Sept were credited against the July invoice, so on opening the Aug-Sept invoice it looked like no direct debit had been taken - I've had to set up my own spreadsheet JUST TO WORK OUT which invoices haven't been cancelled/overwritten and that my payments have been properly accounted for. Thank goodness I'm financially literate and have some liquidity, or OneSelect's incompetence could have had a far larger impact on someone more vulnerable.

    I am now switching away, never to return - the stress I've had and the time I've wasted unpicking this is not worth it, even if they were cheapest in market (which they're not anymore).
    Originally posted by Pogbottom
    Hey, did you not notice the Direct Debit from this company was not coming out of your bank account?
    Trinidad - The hottest place to go
    • teresa.heffer
    • By teresa.heffer 13th Oct 18, 12:32 PM
    • 3 Posts
    • 0 Thanks
    teresa.heffer
    Avoid OneSelect
    It was easy to switch to OneSelect just over a year ago. However I decided to switch from them when they increased my monthly direct debit even though I was well in credit, and I found a better deal when the fix came to an end. I switched to a new company on 13th September. I received a final bill from OneSelect on the 28th September (2 weeks later) showing a credit balance of £142.81, and the note 'Please contact us to request a refund'. I emailed on 29th September requesting a refund, and again on 10th October and have received nothing but the standard automated reply. I don't know why I need to contact them to request a refund since they've been taking a direct debit out of my bank account for the last year! I understand that OneSelect are a relatively new company, but they'll not last long at this rate!
    Update 22nd October
    I received an email saying I should receive my refund within 5-7 working days - I wait with baited breath!
    Last edited by teresa.heffer; 22-10-2018 at 9:17 AM. Reason: Update 22nd October
    • .rob
    • By .rob 16th Oct 18, 8:41 PM
    • 1 Posts
    • 0 Thanks
    .rob
    OneSelect Feedback
    Pretty much what other people have complained about. VERY POOR customer service, increase direct debits without explanation. They said I would get a refund of my large credit balance, I didn't, they said my direct debit would be reset it wasn't, at first, but I persisted and they eventually relented. Still chasing my credit balance. Currently in the process of switching having only been with them for 7 painful months.
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