Shiawnie ;great service and problem solved.Thanks

we had some issues with the activation of the account, but Ishani was very helpful and kind.

We were recently informed that our energy bill was increasing from £26 a month to £157 per month, a 6 fold increase on what we are paying. Rather shocked by this revelation, we called the customer service line to try and establish what had gone wrong at which point we were told we owed over £500 and this increase is to cover the repayment of that alongside our ongoing usage. When inquiring about how this debt had accumulated, the call handler was ambiguous, completely unable to even state the dates from which this had started from. We were told we had been underpaying on our bills which is how this "debt" accumulated which is what we are strongly challenging. We were asked to take pictures of our meter readings over the past 7 days which we submitted but they haven't even bothered to respond. Since the near 5 years in which we have resided in this property, this is absolutely disproportionate to any energy bill changes that we have experienced. We have consistently paid our bill through direct debit to the full amount stated, with absolutely no delays or underpayments therefore if you have supposedly been undercharging us then this is absolutely no wrongdoing of our own and it is completely out of line to spring a huge debt bill out of nowhere on our household, especially after the last 18 months we've all faced. The property was completely empty for a 4 month period last summer during the height of the pandemic, subsequently followed by a 3.5 month period from November to March when only 1 occupant was in the flat - therefore significantly hampering the use of gas and electricity. Throughout these long periods, no meter readings were able to be submitted but the debt has seemingly increased and increased. We requested that this "debt" is redacted with our bill returning to within the parameters of what we have been consistently paying over the previous 5 years. If undercharging has occurred that does not lay with us as previously mentioned we submit direct debits automatically according to your bills every month. If no action is taken we will escalate our complaint to the Energy Ombudsman. We will be looking to switch providers to a more honest and transparent company if this isn't resolved immediately.

Bristol Energy overestimated my monthly direct debit amount so, after 2 years, I was over £500 in credit. When I investigated the possiblility of renewing the contract, they wanted to increase my monthly payments by over 30%. I therefore moved my account to another provider. Bristol Energy did not contact me to ask why I was leaving, just sent a stroppy letter complaining that I had cancelled my Direct Debit.

I was told to submit my metre reading every month, I have been doing that since January 2021. Last month I called to renew my contract that is expiring soon, but i got the shocked of my life that i am in debt. The funniest part is that Bristol energy app on my phone is showing that I am in credit but someone in the billing department is saying otherwise. It is nearly a month since i called to renew and still counting no one from bristol energy has been in touch. To tell me what they messed up This company is incompetent few customers experience the same it is just awful

I’ve been with Bristol Energy for 3 years, regularly submitting my meter readings and relying on them to calculate my bills. They’ve recently contacted me stating that they’ve made a mistake in the calculation and I’m using more than they thought. Because of this, my bills have rocketed by nearly 8x what I was paying each month to cover my “real” expenditure plus the balance I owe due to their miscalculation. Big shock - please beware!! Following your response, I would be happy to attach a photo of my bill proving otherwise.

Having changed provider from Scottish Power (AVOID at all costs!) we were having issues with our smart meter not communicating. OK, it was not smooth sailing to start with, with BE, but after speaking to David Ayres, who was so customer focussed and helpful, we are hopeful our issues will be resolved. Thanks to David, what a pleasure to deal with you! I hope we have resolved the problems we were having.

I particularly wanted a provider that offers variable direct debit - I.e. you just pay for what you use and the direct debit is adjusted monthly to reflect the amount you used in the month. Their terms and conditions say they offer this. Yet when doing live chat with them, they said they don't offer it. Called up sales to check if this was right and despite it being during their opening hours, the call was answered by a call answering service and I was told I had to leave a message and await a call back but he didn't know how long it would take to get my call back. So I said that I was only calling with a query, but if I had to leave a message every time I wanted to speak to someone, then I didn't want to do all this messing about and he could pass on the message that I want to cancel my switch. 2 days later I get a call back and she says they have not received any request from me to switch to them. Well I had submitted the request on their website and had taken a picture of the confirmation screen. Anyway, she was adamant no switch was happening. Few hours later I get an email from them saying thanks for joining us and your switch has been set up. Total amateurs - they have no idea what is going on. Glad I realised how ineffectual they were whilst I still have time to get out! Another call now to try and get them to cancel the switch. If their professionalism thus far is anything to go by, no doubt they will say it's all cancelled and then I'll get an email in three weeks or something saying "We're pleased to confirm your switch is complete". Total time wasters. Avoid like the plague.

AWFUL! They sent me an incorrect closing bill in January and I informed them that the readings were incorrect.... 7 months later and they have the cheek to forward the bill onto solicitors rather than fix and admit to their own clerical errors. Unprofessional, NOT helpful and money grabbing.... avoid at all costs.

Awful company which I would not go anywhere near again. We have been passed around for about 2 years trying to sort out an error from their side which has caused our bill to be over £500 more than it should be. Their customer service in particular was woeful

For context, I am a student in university. We have now moved out of our property and have attempted to close the account. I rang on the 22nd of June to close the account. I was told this would be done and I would receive the final bill. I then rang on the 19th of July and was told that the process took six weeks. Having only been 4-5 weeks I then was confident that this would be sorted. I should not have been confident because this was not sorted as I rang on the 4th of August (six weeks and one day from the original call date) and was told that all the information was correct but this was not sorted. I have been told to ring again next week if this is not sorted. This can be contrasted against my experience with my water company, who I rang and closed my account quickly and comprehensively. This stops us from getting our deposit, and in the age of the internet should be able to be accomplished fairly quickly. The process taking 6 weeks is already incredibly irritating without any issues that would then lead someone to say not much could be done and check back in a week and a half.

Good communication

Now 28 working days from my final bill and like hundreds of other customers they still have not paid me my credit back. Additional to my credit refund the owe me £60 in compensation for failures to issue my refund within two deadlines. Offical complaint filed and they still haven't acknowledged it. Im now counting the days to take them to the ombudsman and to small claims court as their careless behaviour is disgusting, im sick of their lies and deceitful practices. All i want is my money so i do not have to deal with this toxic company anymore BE now Together Energy should be shutdown completely.

Definitely not happy with this company. Been charge over £300 for their mistake when they didn’t put my reading in. Ive moved out from my old property they knew about it and yet they haven’t done the moving part yet so now, I have to wait for my final bill with god knows how much on it.. not a very good company would not recommend!! Will be making complain

Dismal service for those closing accounts. A six week delay in getting final bills out? While still issuing other bills? Crazy in an era when this can all be done with the push of a button.

I contacted you by phone on the 2nd July, to let you know we had moved house, and to give you the final meter readings, the lad who I spoke to said, a bill would be raised, and the balance £64.64 would be paid back into our account within 10 days, I called again on the 12th July, and once again the lady I spoke to said the balance of £64.64 would be paid into our account within 10 working days. I then spoke to a gentleman w/c the 26th, and was told a bank transfer would be in my account by the Friday 30th, he even gave me a ref number, which is ******** I called on Friday evening on the 30th, after nothing was received by my bank, and was told a totally different story, I was told a cheque had now been sent out, someone is blatantly lying to me. Even worse the lady I spoke to said, a manager would call me on Saturday morning without fail, I see you are closed on a Saturday, once again I have been lied to. I received the final reading statement from yourselves on the 12th July, which states a credit balance will be refunded within 10 working days. It states when you phone that all calls are recorded, that is great if you actually listen to them, I suggest you listen to them, and see which members of your staff are telling customers lies.

My electric agreement was up for renewal, I tried to renew online as recommended but found it impossible to do, so I telephoned waited ages for someone to answer, was told that someone would ring me back that day, no one rang back!. I then emailed recording what had happened received an email"thank you for contacting etc " I then sent an email saying how extremely unhappy I was with the service I was not receiving, eventually I was telephoned back and all was sorted.

Absolutely awful complaint from 30th April still not rectified. Falsifying information to cover their tracks despite a paper trail via emails falsifying meter readings. completely incompetent cant even get my name right in emails- stealing money refusing refund. Please avoid. Complaint is now with the Ombusman and of course Bristol Energy are dragging their heels adding their evidence with only 3 working days till their deadline.

Gave me a great new deal better than most on major comparison sites. They just need to sort out one or two things with there web site.

They only use renewable energy, and the phone service is excellent. Everything can be dome on line,however I prefer to talk to someone, and they were most helpful.h Only didnt get 5 stars because the emails at the end of the contract were generic and caused me anxiety.