Switched to Bristol energy in September 2021 but after just 3 months I see my account was over £95.00 in credit. so sent 2 emails to date, asking either to reduce the monthly amount or to stop the next monthly debit on the understand if the account goes into arrears I will pay the difference within 7 days of getting the account. This is because we are going to be away for the next 2 plus months. BUT NO response, have tried to phone but after 4 tries hanging on for over 20 min, each time no response. Why hasn't the energy watchdog, Ofgem taken action ? or maybe it's just waiting till it stops trading as it does not deserve to survive if this is the standard of service it offers its customers.

Do not use! Non-existent customer service! They do not pick up the phone or call back as they promise to do. They keep charging me for a property I moved out of on 14 October. I have sent three messages through my account to tell them I was moving out well in advance . I have emailed 3 times with no reply what so ever . I have waited on the phone over an hour with no reply. It’s a scam since they were sold or taken over. I want my account closed and pay my final bill and nobody is interested!! What sort of company does this? I DONT LIVE THERE ANYMORE!

Why am I still getting chased for payment? No one bothers to reconcile accounts, however they are more than happy to send threatening letters. On a lucky day someone might acknowledge your email - but pointless if no one does anything about it.

I'm still waiting for a response to two emails. The first was sent on 2nd December. Bristol Energy had overcharged me (yet again) and thought they could confuse me by including old readings that I had already paid for. Thanks to another reviewer on here, I also noticed that they have tried to charge me a higher standing charge. They do not deserve to be running any company, especially not one that provides essential services to thousands of customers. There are other reviewers on here who are being negatively impacted by the actions (and non-actions) of this company, including those with mental and physical illnesses. Appalling really. I suggest that Cara and her colleagues should spend less time responding to reviews on here and more time actually resolving customer issues.

I didn't want to rate it as 3 stars. I think it deserves less for the service I end up having from their customer service team. But today, I had the chance to talk to Laura from the customer service team. She dealt with the issue I had in a very professional way, unlike previous people who I contacted. My issue has still not been solved, but at least someone from BE team wanted to do something to sort out my wrong billings. Thank you Laura. Laura alone deserves a 5 stars rating for the service she's been providing.

This is my 2nd review of Bristol Energy. Same problem as suffered by many, they owe me money but keep sending demanding and threatening letters. Unable to contact by phone as its always busy, emailed customer care and messaged through my account but never get a response. This has been ongoing since May and still not resolved. How do they get away with keeping peoples hard earned money and not refunding it??? I would like to close my account and change to a more reputable provider but cant do this until they have refunded what they owe me and I can get my account up to date as they are insisting I am in arrears. Paying £125 a month for electricity alone for the pleasure of this treatment !! Update 17.12.21 Totally useless response from Bristol Energy following review on TrustPilot. They have not looked into my account and have completely ignored the fact that they owe me money and that is what is causing the problem !!

Bristol Energy are terrible, worst I have experienced. I give monthly meter readings and not had a bill since August 2021, now December 2021. Have sent emails with no reply.

Absolute shambles of a company, never reply to emails, phone lines always busy. They increased my DD from £34 to £49 without notifying me and nearly OD me on that account as I only keep a bare minimum in it to pay bills which I know how much they will be. I stopped my DD now they have increased my standing charge, last week I eventually had a call back and am now initiating a dispute, if I get no satisfaction I will esculate to OFGEM, total robbing cowboy company. AVOID.

I've been with BE for 1.5 years and had a number of queries that I needed answering / resolving. Their phone wait is quite long so got a call back from a very helpful member of their team, Paula. Super efficient and friendly -- she resolved everything. Thanks Paula!

Joined BE over two years ago and everything was promising, and then, oh dear! I received a new smart (SMETS 2) E7 electricity meter in September 2020 and it has never worked externally. It doesn’t communicate with either BE or the In-House Display (which means that doesn’t work either). Regular emails from me over the past 15 months, and one slightly promising phone call, have come to nothing, with no substantive outcome (or in most cases, even a response) from BE, apart from “things were being investigated” in July 2021. BE have regularly reminded me to put my readings into the website, but this has not been set up for my two-rate electricity (because of the meter issue), and displays a single, “previous” reading which never came from me. At the end of my two-year fixed rate, I am now basically on the default tariff although my payments have not changed. I have had no actual bill since August 2020. It is now three weeks since my last email plea to sort this out, copied to the CEO, which has had no response. Not sure what else I can possibly do!

Criminal. the worst type of monopolistic joke ever. I inherited a supply from BE, and requested it was removed and the account closed. Paid a fee £130 for the meter removal AND have been charged standing charged despite no usage for the entire year. Bristol energy have failed to turn up TWICE to their own appointments to remove the meter. And are also refusing to return the credit on the account. It is plain and simple coyboy behaviour. I have had 5 different customer service people message (Eilidh McDonald, Magda, Matthew Dalziel, Ffion Morgan , Joana) , no continuity... no CARE... no service. I hope the ombudsman looks into this a disgrace. BRISTOL ENERGY this has gone on for nearly a year. sort your selves out! GL6 6XX.

Before I write about Bristol Energy, let me first say this. The staff in many of these large organisations need to be pitied. Why? Well, they receive poor training and minimal support from management. Senior management run for the hills before trying to support those at the "sharp end". How do I know this? Because I was a director of a large PLC and had over 400 people working for me in a Call Centre. However, my middle management team GOT INVOLVED in problems. Not so at Bristol Energy. Melissa is battling on all fronts. My issue is unresolved from August! Melissa has had no input from her line manager and is clearly struggling. I feel sorry for her, but need to get the problem sorted. Her manager should step up to the mark and not hide in the shadows. Shameful.

Problems 1 I now have a smart meter fitted last month so why do I have to send you meter readings ? 2 What is an app I am 85 so don t know how to work it 3 Not able to send meter readings as I can t find the right page to enter figs 4 Was told smart meter would save having to quarterly readings 5 unable to have a conversation with Bristol energy 6 So how do I communicate with you ? Poor hearing so land line difficult with Bristol Energy and I can t get through ! Yours Brian Cornelius

I joined Bristol Energy because they offered a 2-year fixed rate but have had many problems since then. Firstly, they didn't have my meter reference numbers so could not accept readings, so I gave them these from my previous suppliers. They ignored these and for over 2 months kept telling me that they did not supply my address! During this time I had to phone in my readings and you can imagine how simple that was. Eventually things got sorted out but even though I was well in credit, and in the middle of the summer, they increased my Direct Debit by 25%. I am now over £885 in credit and cannot get through to them to request a refund. The latest disaster is that my account has now been blocked as my details are "wrong", though nothing has changed as far as I am concerned. I tried phoning through again this morning (emails are rarely replied to within a week and often do not sort out the problem, anyway) only to get the message after 12 minutes to leave my contact number and some one will get back to me. Judging by previous comments, I might as well start looking for flying pigs. Also, it seems that giving a comment is the only way to get some action.

Yesterday Cara decided to email me in response to my previous scathing review regarding Bristol Energy. She asked me to confirm whether I had still not received my refund, which I hadn't and still, at time of writing, haven't received. I responded to her email within 15 minutes. Now over a day has gone by without any response from Cara or anyone at Bristol Energy, further underlining one of my fundamental grievances with them and their complete lack of communication and transparency. If you are going to make contact then continue to do so, don't just leave a customer hanging. I notice below that Cara has been able to write a thank you to a person leaving a positive review, around 6 hours ago, I still await news and resolution of my refund. You have my email address and account number. I look forward to hearing from you and receiving my refund.

I have had nothing but issues with this company since taking their service-something I deeply regret.Their customer service is truly appalling, as can be seen by the numerous reviews, you cannot get through via phone (if you do it appears to be random) you raise a query to customer care they dont reply and if you complaint you get told to contact customer care !!!!! - The reason is they are working from home, great for the employees but not the customers. I have an issue with them at the moment where the engineer failed to arrive and "cancelled the job" (which I was charged for) after i took a day off work and did a round trip of over 210 Miles. I reported the issue and they responded after 5 days saying someone would be in touch, its now been 17 days and not a thing, no emails no phone calls. Please avoid this company if you are thinking of taking your energy from them.

Thank you Claire Monika and Sally for your advice and patience sorting out my recent query 👍👍

I have a fixed rate tariff for £ 30 .94 per month with this company . To date they have decided to increase this amount twice . Their phone lines are virtually impossible to use , being constantly engaged . when an advisor die contact me , I was left hanging on for half an hour whilst she tried to consult her supervisor . I was asked to submit my meter read online and , when I tried several times , the result was blocked by being told " it is too early to submit a reading " at this point I had been a customer for some 2 months . My initial email to customer care ? regarding this was ignored so I had to face the ordeal by telephone . This is an appalling service , I am shocked that Offgen has not been involved yet . I received a reply from " Cara " today , which has simply ignored my point that B. E. cannot , legally , change the amount of a fixed rate DDA within the term of the contract . They have charged me £39.94 instead of the rate agreed of £30.94 . I should like . B.E to know that if this is not rectified , and, confirmed in writing , I shall have no recourse but to involve Ofgen Celia Leach

I joined Bristol due to price and its green credentials. Price has obviously increased, but so have all the others. As we go into the winter in an all electric property (No gas in the area) I shall be monitoring my Credit balance as I buy electricity from them and do not bank with them

We happily renewed our gas and electricity supply with Bristol Energy as we found them to be easy to contact and they always give excellent service. The agents are professional, efficient and easy to talk to.