Over payments are the hardest thing to get back. The monthly payments are calculated by the predicted use, if the predicted use is below the level that payments are calculated the surplus funds belong to the customer. When a re-payment is requested "NOTHING HAPPENS". Is this a kind of THEFT?

I have no idea what has gone wrong with this company, as Bristol Energy they were great and I never experienced any issues but since becoming Together Energy they have been a disaster! I have a smart meter which no longer appears to be, their app is now not working at all and just gives me a white, blank screen. I pay monthly on production of a bill (do not trust energy companies and direct debits!) and that has historically worked well but last month even after the app had told me a bill had been produced it didn't arrive. It took 4 calls to get a bill finally produced. I have no confidence in the company any more and while I am happy to have a smart meter, I wonder what the point is when it is me that has to scrabble around on the floor to take my own readings and supply them to the company? I keep being told that the issues with the app will rectify or be rectified BUT NOTHING CHANGES! What on earth is going on with Together Energy?

Can't contact them and if I did can't get through to the correct department asked for a call back but it didn't happen spent hours wasting my time trying; I am quite disgusted with the customer service and still have not succeeded in resolving my issue to this day 12. 4. 21

I switched to Bristol Energy upon completion on my house in 2018 and all was okay until I responded to a Smart Meter invitation. Since this I heard absolutely nothing - no appointments.. just nothing. At that time I hadn't the free time to chase so I just left it and continued with estimated/actually meter readings which tended to leave me in credit. Earlier this year I switched to another provider which has since upgraded my meters within three weeks of registering my interest. It did occur to me after several weeks, however, that no final bill or credit balance refund had been issue to me so I enquired with Bristol Energy. I quote the following from the response: 'Please be advised that under OFGEM regulations, it can take up to 6 weeks for your final bill to be produced.' Lo and behold my final bill did eventually arrive .. on the last working day of the sixth week. Upon researching the OFGEM regulations I also discovered that refunds must be issued within ten working days of the issue of a final bill for the account or a £30 compensation payment is payable. A refund of my credit balance did finally reach my bank account after 11 working days - I'm not going to bother asking why the refund was late or chasing the compensation I'm now due. The excuses and get-out clauses will be endless. I'm just thankful that my credit balance was relatively small due to my direct debits being increased after the first renewal, otherwise going by some of the other reviews on this page the company might well still be holding onto my money. There is literally no excuse whatsoever for the above - the company is holding onto the consumers' money for as long as possible. Some prestigious restaurants have their Michelin Two Stars - now Bristol Energy can bathe in the glory of their Two Stars as well.

If I could give zero stars I would! I switched energy supply from Bristol Energy (now taken over by Together Energy) with an end date of 29th December. I then got a final bill which was attempting to charge me for approximately 2 years worth of gas in under 1 month. I raised this with them and they said it was clearly incorrect and would resend the bill. They then attempted to take the money by direct debit which I had thankfully foreseen and cancelled. Since then I have had other emails and telephone conversations with them and they keep agreeing it's an incorrect bill. They then keep sending me the same bill. They then instructed a debt collection agency to claim the money from me. I contacted the debt recovery agency, spoke to a helpful advisor, sent them the emails between myself and Bristol Energy and they immediately cancelled all action. Since then I have continued to receive further demands for the same unpaid bill from Bristol Energy. I then raised a complaint with the ombudsman which I am currently waiting for an outcome on. Bristol Energy did not deem it necessary to bother to respond to the ombudsman. They have also continued to send me ever increasing text reminders telling me my credit rating will be affected if I don't pay the bill and threatening to appoint a debt collection agency again. Absolutely appalling customer service and none of them seem capable of correcting the error even though in all correspondence they admit it is incorrect.

I like that it is eco-friendly but It's becoming too expensive!

utely useless. They asked to take my number so that someone could call me back. I told them that I work in a call centre and can only answer my phone during my breaks, and had already missed two calls for this reason. They said there was no other option but for me to outline my query in an email. I did so and am still waiting for a reply two weeks later.

Used to be great but have really gone downhill since being taken over by "Together". Their website and app are both hopeless and make trying to do anything a nightmare. However, I stuck with them as their customer service was second to none. Sadly this is no longer the case. I ended up leaving after trying to get a refund of the overpaid amount at the end of my plan - I'd emailed them (as they weren't answering their phones) requesting this and got a response 3 weeks later telling me that they could only refund within 2 weeks of a bill being produced - My initial email was sent a few days after the bill! I then had to send new meter readings and wait even longer for a new bill. When I eventually received that I was then told that I had to leave a month's credit in my account for some unfathomable reason. I transferred to my new supplier coming up to a month ago and there's still no sign of a final bill or refund - it looks like they're determined to hold on to my money for the full 6 weeks the regulator allows!

Since I moved to them over 3 years ago, have had no problems, except for one meter reader, who obviously couldn't read a meter, when I phoned it was sorted very quickly, since then everything has gone smoothly, I wish all companies were the same, to date, I am very happy.

Shocking Service. Every year putting up their prices and incresing the Direct Debit while account always in credit to a higher tarrif until you get into their ribs and refuse to pay their increase that would put more money into my credit which they never give back. We once were in credit of £380.00. Theyve now put their tarifs up once again by over £8.50 a month to what we were paying, well we'd had enough. We decided to switch to Octopus, to find that although the contract is up later this month we have to wait over 6 weeks switched over to thier highest tarrif sticking more money into their coffers and more money into my credit. Be warned folks they promise all and deliver nothing and their customer service takes forever to answer emails. I wont be giving them anymore of my hard earned cash, and from reading the reviews on here getting my credit back is going to be an issue.

Bristol energy have owed me money for months to the point I have had to go to the ombudsman to get it resolved, This was decided on 30th of March obviously in my favour.....no money as of yet. Supposedly they have 14 days to pay it but you would think they would do the decent thing and settle straight away as this dates back 18 months. Disgusting treatment of customers disgusting company.

Worse than dreadful. Have been with them several years and there's an ongoing issue with them continually raising my direct debit. They have also messed up the tariff before and in trying to renew changed tariffs midstream! What has recently exacerbated the problems is that there's always a long wait when you call them; I've been directed to an answering service - who tell me I'll be called back within 3 days! When I eventually got through on the phone, the agent seemed unable to understand or resolve my issue - and yes put the phone down on me!! I sent an e-mail of complaint that has been duly ignored - not even an acknowledgement. They'll blame the Covid issues on all of this - but we've had that for a year now - get it sorted.

used to be great service now had nothing but problems over the last 12 months. Smart meters that didnt work and took over 6 months to get fixed lowered my direct debit only to raise it again 6 months later to £22 a month more even though im over £200 in credit. Sorry but think i might switch supplier before it gets any worse now. You cant even amend the direct debit amount yourself online you have to call and be told you will get a callback within the next three days when did that become a thing its never been like that before i think the new company taking over them has had a devastating effect.

Absolutely terrible customer service. Bristol promised to read our meter a few weeks ago and never came. My follow up calls were ignored and promises to get back to me ignored. They are totally ignorant and becos of this I'll change to Octopus. Bristol should sack either a metre reader or their customer service reps for horrendous service.

Well after several emails going back to the beginning of March, I still have no contact from BE regarding my direct debit. I have emailed several times and sent in meter readings. My direct debit has increased by £39 a month while I am still in credit. If not resolved by next week I will be cancelling my direct debit and account. Scottish Power here I come, a much better company to deal with, they actually respond to customers!

We have been with Bristol Energy for a while now and are extremely pleased with the service and price. Easy to get in contact with and also very helpful. Would definitely recommend them.

My regular direct debit payment was cancelled and I only found out when your latest bill dated 8 Apr 21 said I was paying by cheque or card. The rates shown in that letter were different from the previous letter of 23 Feb. The gentleman I spoke to said that the Feb letter showed the new tariff but the 8 Apr one showed the old tariff. I have now paid £110 by card to cover my Mar 21 payment and your man said he'd reinstated my direct debit at a monthly rate of £110 re-starting on 1 May 21. I hope that is the case.

Very good and very fair prices.

Good service, very friendly

Bristol Energy have been giving me competitive energy pricing and optional deals for several years now - even against Octopus Energy. Communication and customer service are excellent and a mobile app is provided that offers up to date information and data on day to day items related to my account. There is a secure link to ensure protection. Would recommend