Received emails regarding a debt I supposedly owe however, I have never chosen Bristol energy as my provider therefore, very confused. I have contacted customer care twice but haven’t had a reply to sort this issue. I’m having a terrible experience that I didn’t sign up for in the first place. Edit: after sending multiple emails over the past 3 weeks I have not received a reply. I am unable to give my details as I do not have an account with BE.

I have been with this provider for four Months. They have taken 4 direct debits yet I am still to receive an invoice/statement so have no idea of my usage and if the direct debit is covering my cost. After the usual 45 mins wait to get through ( expecting the usually high demand at the time I called response here... er no it ALWAYS takes that long) I was told that it would have to be refered to the billing dept and somebody would call me back..Obvs this never happend. I also asked if they were picking up my meter readings from my smart meter, again i was told there was a problem and rather than keep me waiting ( again) somebody would call me back within 10 mins....again no call back. In 40 years of having various energy providers BE are by far the worst. Such a joke when they tell people to contact customer services when they have posted a bad review....if only! (Account no.200390064..just in case !)

Very poor customer service. I am nearly £900 in credit and they ignore my emails asking for a refund since September, and today i received an email telling me my monthly direct debig is going to increase by £49 per month and im on a fixed rate tariff !!

I am trying to contact them by phone or email for days, I have sent them 3 emails just to ask them to issue an invoice, as I am on credit with almost 1.000£. No answer, ni email,no option to call back, nothing. I want to know if I want to switch to another provider, would they refund me with my money, but again,nobody answer to the phone. Really disappointed by their customer service in the last months.

I have waited a week for a Welcome Pack which was promised "within a couple of working days". I have emailed but not even had an acknowledgement. I have tried telephoning but no answer after 15 minutes. Not a good start! (REPLY 03/12/2021) Regarding Devin’s reply, if he or she had read my review carefully, they would have realised that it is a waste of time trying to contact via telephone or email. It’s significant that Trustpilot reviews are answered promptly but emails and telephone calls are not. Maybe there is an answer in there! Also, again, if my review had been read carefully, Devin would have realised that I do not have an account number because I am still waiting for it! PL13 2RL should give him / her the necessary information.

I have been with Bristol Energy for a number of years now and have had no reason to contact them (other than meter reading and contract renewals) until now. I was coming to the end of a contract when the world gas fuel price rocketed. Bristol Energy were brilliant offering sound advice and helping me choose a new contract that helped soften the price rise.

Just Great service prices all good .Good manners on the phone Just one thing to say keep the prices right and you will keep me well done Bristol energy.

Smart meter fitted after third attempt, one appointment did not turn up after waiting all day for SMS very frustrating I asked for a gesture of compensation but told to contact Customer Care, after several failed attempts to get through to a person in Customer care and three emails I am still waiting for a response ‘no call backs’received . smart meter does not connect to handheld unit so unable to view my usage which was the purpose of getting it. Up to this point I have been satisfied with Bristol Energy, but after this saga I wish I hadn’t requested a smart meter. RH Sussex

I requested a smart meter and was informed that someone would come between 8am-12pm on the 11th of November to install it. Nobody turned up and I didn't get a call or any messages to say why. When I rang up, I was told that the staff member who had arranged it for me had not processed the request properly. No apology was given, but the installation was rebooked for this afternoon. It is now 5pm and again, no sign of anyone! Having waited in patiently all day and taken time off work (twice) I am very disappointed in the lack of communication and common decency of this company. I noticed that on your website, you promise to pay the customer £30 per missed appointment. I therefore expect £60 for this inconvenience. If you confirm in writing that this will be honoured, I will consider giving a more positive review. UPDATE: Upon leaving this review I was contacted by customer care, offering to credit my account for ONE of the missed appointments. Thinking this was better than nothing, I agreed to it. One month later and still no sign of the £30 or any further communication from the company.

No issues at all, everything easy to do online whether changing tariffs, paying bills, checking history etc.

I've found your rates competitive and good customer service when required

I've been in credit since July 2020 and am now in credit of over 200£. Still, Bristol Energy decided to increase my direct debit billing. No replies to my emails, impossible to get to speak to someone on the phone, and judging from the reviews this seems to be a quite common problem. No customer service, and math is an opinion apparently.

Once I got through, took a long time holding on, it was very efficient.

I've tried to forward my meter readings but it won't accept my gas readings no good telling me to re send them I'm in MEXICO you will have to wait ,then I will resend them and close my account with your useless company.im still in Mexico what don't you understand I don't carry my meters around with me.

Another month has gone by since I lodged a formal complaint and despite more promises to 'look into this' and to contact me 'within 5 -7 days' I'm still none the wiser. Are they? Until this year I really did think I'd found the perfect provider. What made them think we'd be better off if they sold out to another company? Turn the clock back please and give us decent customer care. Dear Cara It was lovely to hear from you. How I wish someone from Bristol Energy would be as efficient. Since I'm still unable to speak to them, could you pass on my meter reading please? At end November it read; 65221 and 71229 At end of December I'll send it again! This silence can't go on, surely? Despite what the lovely Eve says on the recorded message, does this mean the beginning of the end for Bristol Energy?

Even just to speak to Bristol Energy on the phone now is a huge mission. You are only given an option to leave your phone number. When you are called back it gets cut off mid-call. I have been waiting all day to try and rectify a problem they caused by not taking a payment. Very frustrating... The customer service is as bad as I have experienced. This is on top of extreme price rises since they were taken over by another company. Before the take-over the company was alright, but it has gone down-hill rapidly. Save yourself HASSLE and use a different provider.

I rang the company for a final bill and to pay, they wouldn’t let me pay. Then I get a phone call saying I am behind with payments. 6 weeks later no final bill and instead a bill for the gas and electric in a property I don’t live in. Have emailed complaints twice got no response. Avoid this company at all cost!! Account number 200404015

I have been trying to get in touch with Bristol Energy for two months. I haven't had a bill sent to me since August, despite submitting my meter readings as requested. My emails have gone unanswered for two months. I really don't know what to say; I've never been a customer of such an unresponsive company. It's very stressful when I want to keep on top of my payments!!

Update: I have received a reply from Bristol Energy - not only is the refund amount promised incorrect (about £100 less than it should be) but i have had this same promise twice before, and no refund cheque has arrived - we shall see!! Still very disappointed that Bristol Energy cannot sort this matter out sooner. We moved out of our property at the end of August 2021. I advised Bristol Energy on the day we left of final meter readings. We were owed £547.24 by Bristol Energy. After numerous telephone calls and empty promises, the refund has still not arrived (26/11/21). I am extremely disappointed by their level of service and will never use them again. We all know that the energy market is going through a tough time but holding on to customers money is not the right way to get a company through a tough period. Very, very disappointed with Bristol Energy and i have finally run out of patience and will escalate the matter further.

Helpful person helped set up new tariff on phone