Boostenergy Reviews 131

5hrs waiting for webchat, got to 7 in the queue and then kicked out 'due to an emergency'. Times to try again just to be told that the team are no longer taking new messages. 2hrs for customer service's they answered and out the phone down without speaking!
The app doesn't work, the company doesn't work and when your email to complain, you don't get a reply!
I would like to call them a joke but that would be a complement!

In the middle of a cost of living crisis, when you have guaranteed profits, and when you've doubled my bill, then added another £500 on top on October 1st despite being given masses of tax payers money not to do so, and when your app says I had 80 quid two days ago on the meter yet am magically in emergency today, you don't get the luxury of the following:

"Sorry we are exceptionally busy at the moment. The team you need to speak to are not taking any new messages. Please check back again in a couple of hours. Thank you for your patience."

You are a pitiful company that doesn't deserve to exist.

Spent 3 hours trying to talk to anyone NOTHING!! Moving in and cant do anything !! OMG !!

Terrible customer service. I phoned them today but they would not speak to me unless my energy supply has been cut off!! So I visited the website to try and find an answer to my query. All I found was false information. I will not be a customer of theirs any longer. I would have given minus 5 stars if I could but even that would be flattering.

Having waited no less than 4 hours to live chat to an agent, when they couldn't answer my question they gave me a flippant reply and cut me off. My problem is still not solved. Disgraceful service. Back to the end of the queue of 608 people! Since Ovo separated PAYG to Boost the service has declined to the point where there is no service. Train your staff in manners and how your service operates because no one seems to know what they're doing or how to conduct themselves.

Think boost need help sort all there meter out had nothing but problems fitted new meter 22 sep had 54 on old meter for gas 36 pound on old meter for elec still have not put my money back on

I've been with boost a while now and had 1 or 2 issues in the past so I knew what to expect this time (non existent customer service and very little help or compassion from them). I top up my gas and electric meters which are both pre payment smart meters each month using their app, I did so as usual this month but the app told me the payment was unsuccessful as it had timed out, I tried again but got the same message so I decided to wait till later but when I checked my bank the payments had actually gone through and are pending on my account but no gas or electric have been credited to my meters. After a long time on the phone to boost customer services they told me that the app was playing up and that my money would be refunded in 3-5 working days even though the funds haven't actually left my account, this was on a Thursday which means I now have to wait until at least next Monday to get my money back and in the mean time I have to try and borrow money to top up my gas and electric using their Web app so that I don't have my supply cut off as both meters are low. Really poor company to deal with that doesn't actually care about its customers.

Boost PAYG Customer Service line is horrendous and a nightmare. I have made 9 long calls to this outsourced call centre (apparently in Africa) over the last 2 weeks in trying to get my gas meter fixed and recover my old credit back from my old meters after upgrading to smart meters.

Due to their frontline staff giving me misinformation on several occasions, they wasted a lot of my time and phone bills, I have to now wait for a month before an OVO gas engineer will come out to fix the meter.

Their complaint process is even worse. Whenever they open a complaint case, nobody ever responds back, so it’s a waste of time. A small group of Customer Resolution team were too busy taking calls from other unhappy customers, that the frontline staff couldn’t transfer me through to them.
When I wanted to speak to a manager, I was put on hold for ages, then the line gets cut off or staff makes the excuse they are in a meeting. (It seems managers are avoiding customers).

There is no chance you will ever get to escalate the complaint to the OVO staff in Bristol HQ other than go through Energy Ombudsman.

CONCLUSION: As of the date of this review, I still haven’t got my old credit back into my balance when the engineer and website stated that it should take 5 working days, and it is uncertain whether my gas meter will be fixed when the OVO gas engineer comes.

P.S. Also, if you go off supply for both gas and electric, their emergency line is not free, so if you haven’t got credit or battery on your phone, you are left in a vulnerable situation.

If I could give Minus 1 Million Stars I would. I have a very similar experience to others. Dumb metre failed, replaced with a Smart Meter. That wouldn't connect to the IHD. They had fitted a 1st Generation Meter by mistake. Fitted a Second Generation Smart Meter. That wouldn't connect to the IHD. Replaced it with another Second Generation Smart Meter. Guess what? That wouldn't connect to the IHD. On every occasion we went off-supply. The last engineer made the Smart Meter a Dumb Meter (it was five days before Christmas 2021), saying that Boost would be in touch to sort out the payment administration. Of course they weren't. No email address for them. That says it all about their Customer Service. People who don't speak or understand English very well on their Instant Messaging, who simply could not understand what we were trying to tell them or you would get randomly cut off. This matter has been ongoing since October 2021. This is a prime example of total and utter incompetence. This company should not be in business. I suggest that their executives are raking it in with their noses firmly in the trough of corporate greed, whilst the rest of suffer the stress of not knowing whether we will have heating and hot water. I cannot express my anger in any greater terms. We have an engineer visiting on October 11, so I expect to be off-supply again. I am ordering a couple of halogen heaters from Amazon....

Giving 1 star review is more generous than I wanted to be.
One of the worst companies I have ever dealt with as far as customer service is concerned.
SMART meter was not communicating so I lost Gas, exchanged meter for DUMB meter and still waiting for it to be exchanged for another SMART.
receive an email saying they are sending someone to my house, despite the fact I have been chasing this since November!
Spent an hour trying to get through and sent email with no response.
If no communication by Thursday, I will be contacting the Ombudsman.

Absolutely appalling customer service from Boost. Was given rude answers and then was just ignored, despite having a child with multiple health issues. Not happy!!

I delt with (Zandah Ncanana) on web chat due to no electricity and no money to top up with and yet again they was brilliant in helping me out and the web chat is so convenient thank you boost energy

Great communication!

Wandiswa Nxumalo - was extremely helpful!

Leigh

Zamantshali Mtshali you Have Been Amazing Thank You! :)

This company are fantastic and always helped me Joanne Mkize was amazing and thanks to her my family who have disabilities are now back on supply there will help you whenever you need them to

I was without electricity and had to wait for ages to get any sense from somebody of this company. After a very long wait I spoke to two female operatives on different calls and neither knew what to do. Both said that they would ring me back in 5 minutes. The first never did and the second cut me off. Total waiting time 3.5 hours. This is the most inefficient company/organisation that I have ever come across.
The day was saved when I managed to speak to a young lady who knew what she was doing. The young lady's name is Nqobile Ncube and she had my electricity connected within a few minutes. She was very helpful and was pleasant. In fact she is far too efficient for this company and comparing her to anybody else I have spoken to at Boost, she should be at least a supervisor or on the shortlist for a managerial position. I have given one star as you have to give something. Nqobile Ncube would have received 5 stars.

Great company and helpful quick and easy can do everything online or call them I resolve a lot online. Was skeptic at first but wouldn’t change

Hi ive had help from an assistant called pinky makoba who has helped me out with emergency electricity and gas so I wasn't struggling and really appreciate his help so much I would recommend Boost energy to new customers

Got an excellent , professional and satisfied service fro Boost enery via WANDILE MNGOMEZULU.
He did an excellent job and even called me twice to ensure i wasthe service was rendered.
wowwww.. Great guy ...
I truly appreciate you . Thanks a lot.

1 is an overstatement,

I have waited since August 2021 and have had to get OFCOM involved, I have never dealt with such a company.