Homebox  Reviews 

Had a really positive experience speaking with the team at Homebox today. The lady I spoke to mentioned it was her first week in the role, but honestly you wouldn’t have known - she was friendly, patient and really informative throughout. She explained everything at a nice pace (which I really appreciated as I don’t like feeling rushed on calls) and made sure I understood each step before moving on. I came off the phone feeling clear and informed rather than confused. She did a great job and should feel proud of herself - wishing her all the best in the role!

Good communication

Polite, kind, and patient

As a student using Homebox for the first time, I couldn’t recommend them enough. Jimmy was excellent at handling our account, with very professional and knowledgeable support. I will be telling my friends to use them in the future!

UPDATE: Massive thank you to Jenni from the complaints department, who stepped in and resolved the false debt issue for me on the following working day, and confirmed the cancellation (It seems this process just takes a slight bit longer than I had initially thought it would).

I believe the customer experience team, however, needs a lot of improvement in terms of communication as there is almost no way to contact them via phone as they never pick up their direct line even during their 10 am - 3pm work times (not once have they picked up for me).

Whatever caused the false debt charge must also be addressed for future customers, whether it was an admin error or an automated system error.

ORIGINAL REVIEW:

I cancelled and closed my Homebox account legally and paid the required £210 cancellation fee in full. Despite having the confirmation emails, cancellation invoice, and proof of payment, Homebox’s administration has failed entirely.

First, they have failed to notify Do Energy / TSEG, that my account is closed. Because Homebox hasn't updated them, Do Energy is actively blocking my legal right to switch my energy over to Octopus.

Second, and far worse, Homebox has sent a completely non-existent, un-invoiced balance of £305.74 to a debt collection agency (who emailed me via Custom Connect). I am now being contacted by a collection agent for a false balance that doesn't exist, which is a massive breach of data protection.

Homebox needs to contact Do Energy to release my meter immediately and instruct Custom Connect to cease and desist all collection activity on this phantom debt or I will escalate this matter as a formal dispute to the Energy Ombudsman and report the data protection breach to the Information Commissioner's Office (ICO).

Fix your systems.

HOMEBOX HAS NOT BEEN FORWARDING MY PAYMENTS TO BRITISH GAS. I AM NOW £1.1K IN DEBT BECAUSE OF THIS. I CLOSED MY ACCOUNT AS I HAVE MOVED HOUSES AND BG ARE STILL HOUNDING ME FOR PAYMENT I MADE VIA HOMEBOX. HOMEBOX INSISTED THEY WERE MAKING A PAYMENT PLAN AND THIS HAS NOT BEEN ACTIONED. I NEED HELP !!!! I CANNOT ENTER MY HOMEBOX PORTAL BECAUSE I CLOSED MY ACCOUNT. PLEASE CALL OR EMAIL

Great service, very friendly and efficient. They handled everything for me!

The use of WhatsApp proved very effective & efficient (see later in my review). However, the rest of my experience was unsatisfactory as getting a problem solved with a utility bill was harder because I could not contact Homebox and speak to a human. Also once the account was closed I was just left to get on and resolve outstanding bills with a contradictory email causing me concern. Later to be eased by the good skills by the agent on WhatsApp.
My preferred way of contact is on the phone, so this is probably the main reason for my dissatisfaction.
The main difficulty is the reliance on AI bots/assistants to speak to customers on the phone. They seem very efficient but in reality they delay Homebox replying to a call. Twice I contacted them by phone on the same matter, the first time I did not get a call returned at all as stated by the AI bot, and the second time the call came back not on the day as I was expecting it, but another day.
Once speaking with a human on the phone, they listened carefully, and attended to me well in that moment. However when the problem had not been resolved, even the next human did not seem to read back over previous notes, and did not understand the info which had already been given.
You cannot phone directly to speak to a human, so if that is your preferred method, this company will frustrate you.

However, upon closing my account, a few payments were very unclear to me, so I tried the WhatsApp route, which proved to be quite efficient. The agent (Grace) was patient, and explained things well, and when I needed further clarification she gave it to me, and also time to process the latest bit of information.
I was left having to settle up final bills with all 3 utility companies, and was very unsure what had been paid to whom. Grace was clear on what payments had gone out, and where there was an issue of a payment being paid to a closed account, she persevered to get the money returned and although I had to do it, it was clear how to and why that was so.
Although most of the info is on the Homebox account, it is not as straightforward as I thought it would be. I would not be using this company again given a similar situation.
For me, the diligence, perseverance and patience of the agent Grace was the one outstanding experience of using Homebox.
For me though, the automated system of trying to contact a human by phone was a hindrance as an end user. I expect maybe more younger people would find it no problem.

Matt was an absolute godsend and explained everything I needed in detail, made the entire process so much easier than setting everything up solo! Couldn’t have asked for a simpler process if I tried.

I was having some confusion about a late fee and I was emailing Brittany, she was incredibly helpful in giving me all the details I needed including dates everything. She was so patient as I was struggling to understand and she explained everything in a way I could fully understand. Thank you Brittany!

We have been paying our monthly direct debit since moving into our new home but have recently been receiving letters from an energy supplier saying we owe them over £300. Trying to speak to someone on the phone is like trying to draw blood from a stone.
We have WhatsApp and sent this proof over we have emailed as well and just radio silence.

Overall, my experience with Homebox was mixed.

During my tenancy, there were several occasions when I was told that certain actions had been completed, but I later found that they had not. This meant I had to follow up to get issues resolved. However, all my bills were paid eventually.

After my tenancy ended, I reviewed my utility accounts and noticed discrepancies between the amounts I had paid to Homebox and the payments recorded by the utility suppliers. After discussing the issue with Homebox, we were able to resolve it amicably. It turned out that part of the difference was due to additional charges that had not been clearly communicated to me beforehand.

I appreciate that the matter was eventually settled through negotiation. However, I believe the communication and transparency around billing could have been much better.

While my concerns were ultimately resolved, the process took more time and effort than I think it should have.

Brittany was very helpful, responsive and able to resolve my issues efficiently. I really appreciated her support and excellent customer service.

Smoothly and swiftly sorted out all the questions. Nauriane was very helpful and professional 👍🏻

Terrible company, poor customer service. Super hard to cancel the account. Constant upcharges with my account with no reason given. They say its the energy company requesting the money. I contacted the energy company directly, they are not requesting extra money. Fraudsters. How this is a legal operation? I am going to take this to the FCA.

Holly made the process really seamless and stress free. She’s a great staff. She helped in setting up my electricity, water payment. Her support through the process is appreciated.

Precious.

Very helpful with probably my stupid questions aha

Avoid Homebox at all costs. I spent months chasing a refund that should have been resolved quickly, only to be repeatedly given incorrect information and empty assurances that a cheque had already been issued when it hadn’t. Communication was poor throughout, timelines were constantly missed, and I was forced to sort out bills directly myself to finally get the issue resolved. Extremely frustrating experience and a complete lack of accountability from their team.