Neo Energy Reviews 

I have been waiting for a refund, they took money from my account without supplying electricity. I have raised a formal complaint about them. The customer service team do not have the ability to pass you through to anyone else. I once got another number that did allow me to call, what seemed to be the actual company but that number has since been discontinued. I have never come across a company with such bad service.

Well according to the ombudsman service they cannot close a licensed business who trade like this down, so come on all of you, stop paying them anything and then we can all move on when they go bust.
Their new game now will be that they will block or not respond to your new provider thus preventing anyone moving away from them, so the only way out for us trying to move away will be when they go under. So do please help us all.

avoid at all costs. If you want cheaper energy and then a whole heap of stress because they have no systems for managing payment allocations and account closure, then go ahead. Im still getting invoices and today they said I had to pay a final bill for about 4 times the amount it should be and was paid 3 months ago. my worry would be those who dont have the ability to check these things and get lost in the crap pile that Neo generate.

Absolutely terrible customer service. I received an e mail in June, confirming I have left Neo Energy. I submitted a final reading and paid a bill of over £800 ! This cannot be correct as I was already paying DD each month. They then continued to take 3 further direct debit payments. I have spoken to numerous advisors who all say the accounts department will call me back. No one has called me yet. Last month I was advised to cancel the DD. I have now received a bill for £90 and they request I reinstate the DD !!! Maybe they will ring when I haven’t paid the £90

I dislike having to write this but feel I must.
After being with Neo for 6 months I have had to switch away. You phone, email or online chat with them and nothing ever gets resolved. I have been double invoiced ever since joining and after trying for two months at resolution; canclled my direct debit in the hope someone would contact me to resolve my billing issue. 4 Months later still no contact and phoning them today after I have moved away to resolve my outstanding bill I was told 'there is nothing I can do. The credit team will have to phone you back'. Absolutely worst company I have ever had to deal with.
I am just thankful I cancelled that direct debit as zero confidence they would refund any credit owed.

5 times contacted them over 6 week period, 5 times promised there account team would call back. They never did.

Despite contacting neo energy a number of time I still do not have a refund of money owed. This has now been 6 months …. DO NOT USE THIS COMPANY OR TRUST ANYTHING THEY TELL YOU

I really appreciated the time, trouble and patience showed by Denella in resolving a number of issues I raised with her. Once I got through to Neo Energy I received customer service of the highest standard. Many thanks.

Switched to Neo Energy in March 2021, biggest mistake of the year. They didn't complete the switch, yet they invoiced me each month, resulting in me having to pay the existing provider and ended up being invoiced by Neo as well. Sent them tens of emails, called them several times, no success.
I've even moved out from the address, informed them in writing, and they still continue to send new invoices.
Ended up making a complaint to Ombudsman which I still wait a final decision.

Avoid like the plague.

Moved to Neo, but given no login details to manage my account online, and I've received nothing in the post, so I had no idea what was going on during the switch.

I replied to an eventual email about my switch to Neo taking place where I asked about the next steps, which was ignored.

Neo took my first Direct Debit as per the mandate, then Neo unexpectedly took it again a couple of weeks later making me overdrawn.

I have emailed and called them countless times, can never speak to anyone who can help me. All of my promised return phone calls don't happen and all emails remain unanswered.

I suspect that they don't even have a call centre, it's either a remote P.A service or just a receptionist answering their main phone number, as they "can't help" and promise "someone will call you back", which of course, they never do.

Other clues point to how small-fry this disaster of an organisation is, the direct debit is taken through a third party collector called GoCardless, the person who answers the phone wouldn't tell me if they actually have a call centre, or how many people work there.

I have learned that the gas switch hadn't even happened, only the electricity, so I am now running up debts to my old supplier.

I have also learned that Neo Energy is a trading name and white label supplier of Euston Energy. It's all smoke and mirrors and it's the customer who deals with the fallout.

Do yourself a favour and avoid this joke of a company.

UPDATE: I have since moved to another supplier, I cancelled my Direct Debit to try and force Neo to contact me, but they haven't, instead I keep getting an automated demand for £189. But having not had a bill from Neo, nor any answer to my emails asking how I can pay, I don't wish to pay this just yet. They won't get a penny more off me than I owe.

So, the £113 paid by Direct Debit, plus the demand for £189 = £302, for 45 days electricity in total seems high. Hence, I need a final bill.

I lodged a complaint with the Ombudsman. But the Ombudsman has been unable to get any response from Neo in the past few weeks via phone, or email. So it has upheld my complaint and is requesting Neo to issue me with a final bill and compensation, not sure how these things will happen if Neo refuses to communicate.

But anyway, I stand by my original review. I won't be surprised if Neo goes bust if not already on the way there. Please avoid this sorry excuse of a supplier.

Stay well clear an horrendous company, unable to get money back and no customer service.
No return calls and never respond to emails. Ended up having to cancel direct debit to avoid them taking anymore money from my account. Fraudulent company that won’t be around for long.

Well I just can't get Neo to stop sending me invoices even though they know I am not a customer .I've sent emails phoned up customer services who I swear don't know what day of the week it is let alone sort out any problems, it turns out they are just a poor answering machine where the message gets lost. I have sent endless emails and in return had one return call but they still have not removed me as a customer if you love me that much please show it by letting me go and move on to your next partner.

0 stars.. Switched in March 21, will be leaving NEO 26 Sept.
In that 6 month period I have had 1 invoice which I suspect was generated after I had complained to Ofgem. As others have said phone calls are a waste of time, a message will be passed to the back office as the person answering doesn't have access to the systems. Numerous emails acknowledged and occasionally a reply but no progress. Weirdly sent meter readings and was charged extra payment over and above direct debit, then 2 months later sent readings and I was in credit by the equivalent of 2 months payments, not logical. As they hadn't, as my new company, sent meter readings to my old one I was left with estimated bills which were excessive. I went through their complaints process to no avail so complained to Ofgem, which upheld the complaint last week. Now waiting for NEO to comply with that decision.
For anyone thinking of joining Neo they are not taking on any new customers. Are they one of the 4 who have approached major companies to help them?
Avoid at all costs, I've now switched to a 'named' suppler which costs more.
I can confirm my experience with this company mirrors the 1 star reviews posted on here.
Go through the NEO complaints process and if no joy go to Ofgem, which worked for me

UPDATE
They are now billing me from 1 Oct which would have been the date of my new contract, and are wanting £194 tomorrow. They ceased to be my supplier on 26 Sept, so obviously I won't be paying. I submitted meter readings on 8 Sept which they acknowledged 3 WEEKS later. The saga continues

Been trying to contact them since early august . Emails and messenger which they appear to favour . Phone calls it’s like they have gone bust and disappeared . They are linked to Euston energy and one in Newcastle they all seem extremely dodgy to say the least . Getting ready to move to .
I don’t think I’ve ever used anyone so bad . .
Owned by a German called Oliver who again is uncontactable .

At last I think I have an operator who knows what he is talking about and should be able to resolve my problems.

I spoke to a very customer focused man yesterday 8September. His first name began with an L.
I have today spoken to Chad and he was helpful too.
I am so happy with the service you are providing to me
Susan Ward

Chad was most helpful in resolving my issues.

After many, many attempts to contact someone at Neo-Energy, My call with CHAD today was really constructive, he was very pleasant and very helpful.
I hope he continues to look into my query and we can come to a very amicable conclusion.

Having encountered a number of difficulties during my switch over to neo energy, Chad was extremely helpful in getting to the bottom of things and rectifying the issues. In addition he was extremely warm,polite and courteous in his manner, despite me being a disgruntled customer.

Switched to Neo in April 21. Initial email & switch went fine. I gave them the initial reading, settled the bill from the previous supplier. I have since given them readings every month & despite asking for a bill have never received any, not one. Payment was going out by direct debit & credit was building up so DD cancelled. I've now given them 6 readings & the next will be the last as they have advised a substantial increase in rates as from 01/10/21. I'm now in the process of switching away & will see if I ever get an actual bill. I have tried to raise a complaint with them but they haven't replied to that email either. I've tried the chat service, nice person on the line, promised action & call back but never received any call. I've tried phoning their front of house number, again staff pleasant, promise call back as they can't interrogate their back office system. Guess what, no calls ever received. I did get one email recently saying that they'd applied a reading to my account but again no bill ever received.