Neo Energy Reviews 

Just had an email to say Neo Energy have ceased trading so maybe get and end to all this and the stress it’s caused!!

No communication on billing, cancelled direct debits, contact centre staff abrupt and boarder on rude at times. Invoicing moved to XERO which has opened the door to cyber criminals who are exploiting this with phishing scams.

Customer service was poor earlier this year however, now it is appalling now with meter reading and billing being down to individual customers to understand, pay and resolve via bank transfer.

It is like dealing with a business with thousands of customers being run out of a garden shed using small business tools and practices, rather than a regulated business with smooth payment and business processes.

Given the two warnings issues from the regulator, unless things improve, their licence may be at risk of being terminated and customers transferred to another supplier as a last resort.

11/07/2022
Since this review Neo Energy has ceased trading and customers will be transferred to Octopus Energy as supplier of last resort under regulation to protect existing customers.

are they still in business? no bill received in June and some suggestion their office is closed. direct debit cancelled some time ago so will wait and see. I have given up sending meter readings or trying to contact them as my experience in line with other reviews - terrible

update 11th July
it appears OFGEM have now appointed Octopus Energy to take on the 3000 customers. End of a very poor business!

update 1st September
Neo back from the dead! this will be interesting as have been invoiced by Neo stating they are still in business and the transfer to Octopus in invalid very pleased i have no direct debits in place

Take money out of your bank and your not ever with them!!!! Theft
They will not reply to emails when you finally get through on the phone they can't give you any information.
Send you invoices saying you own them money a year later!!!

I joined Neo Energy in May of 2021 and have sent them over 50 emails and made dozens of phone calls requesting a proper bill, as their invoices contain no billing information such as kilowatts used, payments made to the account, or daily standing charges, to which they blatantly ignored, and simply undertook what felt like a campaign of harassment by sending me dozens of invoices for payment with sarcastic emails like (Uuups look like you missed a payment???)

Some of the other issues I faced with Neo Energy were:

1. Neo Energy took a direct debit payment from my bank account of £83.80 before the account was fully open and active, whilst I was still with my previous supplier, and refused to pay it back!

2. Neo Energy on another occasion took two direct debit payments from my bank account on two consecutive days of the same month without prior notification or explanation and refused to pay them back, So I cancelled the direct debit in August of 2021.

3. I made three payments to Neo Energy directly from my bank account after cancelling the direct debit to stay on top of my bills, but despite this Neo Energy didn’t allocate or credit the payments to my account until the Ombudsman got involved and made them do it, So I stopped paying them all together and continued to email them demanding an itemised bill, which they still didn't send.

The story continues but I’ll try to keep it short,

4. I have made two complaints over the last 12 months to the Ombudsman which were both upheld in my favour? At first, and during my first complaint in December 2021, Neo Energy refused to interact with the Ombudsman Services and it was only when Ofgem investigated them in 2022 that Neo Energy decided to pay up and address my complaint and the Ombudsman, some five months after my complaint was upheld.

“Happy now I would be' you would think???”

But unfortunately not, since the resolution of my two complaints, I find that the situation has gone back to normal with the constant bombardment of invoices that contain no billing information, which is still occurring right up until today (09/07/2022), and just out of interest it has now been 7-months and counting since I have paid Neo Energy any money for my electricity because of their refusal to send me a factual bill with correct billing information.

I have now made my 3rd complaint to the Ombudsman, and am now awaiting a response from Neo Energy to reply to the Ombudsman but find it difficult to understand that despite the provisional orders made by Ofgem, Neo Energy is still not providing the resolution that they were required to do insofar as not fulfilling on their obligation to address customer concerns via emails in a timely fashion.

********* Good News ********** Good News ********** Good News **********

(11-07-2022) - Ofgem has appointed Octopus Energy to take on supplying UKEIH' AKA Neo Energy & Northumbria Energy's 3000 domestic customers. This follows a competitive process run by Ofgem to get the best deal possible for customers.

“Octopus Energy will be in contact with customers over the coming days with further information. Once the transfer has been completed, customers can shop around for a better deal if they wish to.”

Last week, UKEIH were served with a Final Order in relation to the ongoing fit and proper requirement.

Looks Like their Gone "Boooom"

Thank you Ofgem Blessings xxx

What a Relief!

Well I paid the settlement...

And I didn't get an email receipt which Stripe usually does - thanks Neo...

I've already actioned a switch away, but I suspect I'm going to be getting these bills for years.

I can't put zero stars. . . . so have to put 1 ;-)
Like you all hd zero response no matter which format i contacted company
I believed charged too much not received a statement!
In the end decided to swop companies, cancelled direct debit . . . Thought that would give me a response. . . NO still got invoiced every month
Decided to contact OMBUDSMAN
Sent in copy of all mails payment detail meter readings dates of fone calls etc
OMBUDSMAN ruled in my favor, just received compensation
NEO-ENERGY just sent me my FIRST statement, as you know when you change suppliers they send change over meter reading. . . .
NEO-ENERGY so they would not have to give me refund ESTIMATED final reading sooooo ZERO refund
So I suggest you all change suppliers and cancel direct debit which if not got customers will go out of business. . . .

THIS COMPANY RIPPED ME OFF BIG TIME SLYLY HAD A GUY CALLED “MCDONALD ASH” CALL ME LYING SAYIN HEBIS FROM MY CURRENT SUPPLIER WHICH IS EDF ENERGY HE TOLD ME HE HAD A CHEAPER TARRIF ENDED UP A BAG OF LIES AND HE SWITCHED ME OVER TO HIS COMPANY WITHOUT MY CONSENT AND SENDING ME BILLS OF ALL THE TIME NOW I AM WANTING A ERRONEOUS TRANSFER BAK TO MY OLD SUPPLIER BECAUSE OF THIS NOB HEAD I HAVE HAD NO LUCK GETTING IN CONTACT WITH THEM THEY ARE A JOKE I HAVE MADE A COMPLAINT TOO

I managed to escape these cowboys in March 2021 for all the reasons my fellow sufferers have detailed previously.
I have received monthly bills(guesstimates) ever since and finally had enough so complained to the ombudsman.
The ombudsman were extremely efficient and sided in my favour instructing NEO to apologise for their inefficiencies and award me £50.00 compensation for my inconvenience.. GUESS WHAT? They have totally ignored the instruction.

I wish I’d looked at the reviews before I joined this company. Like everyone else I’ve found communication to be non existent. They don’t return phone calls or answer emails. Although I pay by DD they send me a bill every month with no details as how they arrived at the amount. Like many I’ve had a settlement fee but again no statement showing details.
I hope Ofgem close them down, they are so incompetent they don’t deserve to trade.

I cannot believe this company are still allowed to trade!
I believe they are a subsidiary of UK ENERGY Incubator Hub LTD. This company is currently under investigation by OFGEM and is required to provide details of its finances. Stay clear of this outfit!

KEEP AWAY, AVOID THEM LIKE THE PLAGUE! THEY ARE THE WORST ENERGY COMPANY ON THE PLANET!!! They are nothing but a bunch of cowboy operators.

In September 2021, they offered my 92 year old Mother a fixed tarrif they called 4.2, which replaced her varable 4.1 tarrif. We confirmed we would like to switch by email as directed. We heard nothing. After a never ending number of follow up emails, still no reply. Then came the phone calls. Always the same woman replied "a person would call back". Complete liars!!! Nobody returned calls whatsoever. The only communication from them were bills demanding money with figures just plucked from nowhere with no details of how they justified them! FURTHERMORE, BILLS SUBMITTED WERE ON THE OLD 4.1 EXPENSIVE TARRIF PLUS MY MOTHER'S ADDRESS WAS SOMEONE'S ELSE!!!!

I opened a case with the Energy Ombudsman who found in my Mother's favour which compelled Neo Energy to put matters right and impliment their findings within 6 weeks however, they did not bother to do so!!! After chasing the Ombudsman with many more phone calls & emails, we are still waiting for a satisfactory outcome. After 8 months of waiting, this highly questionable company finally sent bills which contain concocted figures and bare no relation to the first submitted during the Ombudsman's investigation. ..........And so it goes on. I informed Ofgem who gave an unsatisfactory reply. I then contacted my Member of Parliament who has been working very hard trying to resolve the matter and we are now awaiting response from the Energy Minister. These cowboys should not be permitted an operating licence for such dishonist, sub zero customer service. All they are interested in is greedly demanding money and treating customers like riff-raff. STAY AWAY FROM THEM!!!!!!

My case is with the Energy Ombudsman. They were advised by NEO that they had supplied the information requested. One slight problem - it was for an entirely different customer. My name is quoted but the address is incorrect and so is the account number. They have even awarded my ex-gratia payment to this incorrect account. The level of incompetence of the staff is staggering. Obviously the owner of the company just doesn't care about customer service.

Out of the blue call in June last year from their sales team offering me a cheap tariff for dual fuel. I agreed to the switch and heard nothing more. Chased in July 2021 to confirm both services had transferred and was told only my electricity had but they’d look into it and come back to me. I ended up having to pay for dual fuel with both Neo and my previous provider which nearly doubled my payments. I called and left 5-8 messages for call backs, sent numerous emails asking for an update and nothing, logged 5 complaints. I then cancelled my DD and moved back to my original supplier. Neo now owe me money but over the weekend I have been billed £800 to cover the dates I moved to my current supplier despite it being detailed in the industry database. I’ve tried calling again and emailing and zero response. I’ve now logged a case with the ombudsman. Awful company! Don’t be fooled by the low cost…it really does mean awful service! Absolute cowboys.

A truly shocking company
They have failed to respond to any of my communications during the past 2 months (over a dozen in total)
I have submitted a formal complaint to the Ombudsman
How can this company still be allowed to trade?

Well over the weekend I actually received a complete bill from Neo from someone called Julie Hanson and dammit it is a correct bill, even includes the £75 award that Ofgem gave for poor service and no communication. So perhaps they are slowly getting their act together.

Absolutely the worse company ever!!! Do not use, do not switch, run for the hills!!! We would give them a minus or zero if it was possible. Known problems, unable to make contact, email them as instructed but no reply, try to call AGAIN with over a 2 hour hold time....eventually gave up and emailed again with no reply. All we want is to see consistency in our invoices, and show payments made. Invoices don't show meter readings, amounts owed are made up, and definitely DO NOT add up. Please see other bad reviews as they are very accurate. Please, please, please stay away from this company!!! Sorry Ofgem but here comes another complaint about this cowboy outfit of an energy company

We have been repeatedly requesting a bill based on actual meter readings for months. We cancelled our DDR last year but still they don’t respond. Now we have received a settlement offer. Badly worded - all the hallmarks of a scam yet bank details shown ARE their account. Presume they’re just about to go under but as the settlement figure to clear indebtedness up to 30/4/22 is under a third of what I calculate we should owe I’m thinking I should pay it. Any thoughts anyone ?!

To others who have placed similar reviews, yes I received a 'settlement' offer yesterday for amounts they have double billed me since October 2021. The amount they say I owe comes to over £1000. I echo the sentiments of others about this company and wish I'd stuck with Eon. Stress, worry and not to mention time out of my day to try and deal with the mess that Neo has created and now threatening me with legal action over. I shall try the 'helpline' but not holding out much hope. I shall then send evidence of payments I've made, but again I'm not expecting anything after previous attempts to contact them. Since they never supply itemised bills I suspect they'd find it difficult anyway to justify any 'recovery' other than they sent a random bill.

Billed and took the same payment twice a month for 4 months, and took 6 months to rectify their mistake and refund me the extra they'd taken.
They never called me back despite me calling several times a week.
I ended up having to get my bank to reverse the extra transactions. Then they called me immediately
Their customer service is an absolute joke.
Avoid at all costs