J W.
They Make Issues and Don't Resolve Them
The worst energy company I have ever dealt with. Their engineer took an incorrect meter reading at the start of our contract, resulting in a very high bill. Luckily I had photographic evidence of what the meter reading should be and submitted that alongside my query. It still took months of back and forth arguing my case with them. They agreed that their meter reading was wrong, but were insistent that they weren't going to return the money or credit our account! I was shocked at this initial refusal as it was very clear what had happened, I provided evidence and yet they were happy to just charge me for electricity I hadn't used. This did eventually get resolved, but took a huge amount of time and energy on my part for what I deem to be a simple to rectify error. Their call centre staff are polite and friendly, but I believe are based abroad, so they don't always understand what you are asking. Their job is also to just pass your queries on to another department, who sadly couldn't care less whether they resolve your issue or even bother to reply in a timely manner. They have a query submission portal, but they do not seem to understand what you are asking them and it seems that they just aim to reply (I'm guessing to hit targets), whether their reply is relevant to your query or not and then close your query, even if it is not resolved. This is extremely frustrating. They have now (over a year later) taken a seemingly random payment from our bank account, and there is no corresponding invoice for this payment. I submitted a query with them and again, they have sent a reply that does not answer my query at all- it is a random reply that is not relevant to my question. (They replied with a document that's not relevant to the money taken and basically said that I should work it out for myself!). They have said that they now consider my query resolved and have closed the query, so I have to resubmit the query again if I want a chance of getting my money back. At this point, I feel that this company just charges customers what they like, when they like and delays giving any money back, probably to support their company cash flow during difficult times. I am very suspicious of this company and will be glad to see the back of them (I just hope they recognise the notice I will be giving them to leave once our contract ends, but looking at other reviews, I am sceptical).