FOXGLOVE ENERGY SUPPLY Reviews 32

Probably the worst energy company EVER!
We left them in November last year, (after after amongst other things spending 5 hours in their chat room!) they confirmed that we had moved to another provider and refunded a small overpayment (I was one of the lucky ones!) They are now chasing us for a four figure gas and electric bill when we haven't used them for over six months. My wife is ill with hypertension and this is the last thing we need. Shame on you.
Anyone reading this,do yourself a favour and don't go anywhere this bunch of cowboys.....

My problem is just not being able to contact them after receiving a letter from them that was ambiguous.Tried 3 times by phone being cut off after half an hour. Put in a written complaint a week ago and heard nothing. They have a message on the phone which constantly tells you how good their customer service is. Well not from where I’m sitting!

Ripped off my parents. They have called three times to sort out what they owe and been given different amounts to pay, ranging from £100 to £300-plus. Do you just make it up?! Absolute disgrace.

Update on below.
Just to say that Foxglove have been really helpful with resolving, completely different to what I had assumed would happen. Very responsive and now just waiting for dispute with new provider over the meeting readings to be resolved. Fingers crossed this should not take to long. Rating would be higher possibly if the situation had not occurred in the first place, however not sure currently who's fault it actually was in the first place and Covid has not helped.

Just about to try and resolve an issue for elderly parent. She lives in a small 3 room flat within a warden assisted block with only a cooker, fridge, lights, electric shower and wall heaters (that she rarely use). She is a tad forgetful/gets confused and at one point gave a wrong reading resulting in a £600 bill for the month, surely that should have looked like an anomaly worth investigating to someone in the credit control team!!
This was eventually resolved (I think) by my brother intervening to give the correct reading, but not without considerable distress to my mum. She was paying £35 a month and when she moved supplier in December (as costs kept rising) an incorrect reading appears to have again been applied to her account resulting in a bill for £184 as her final bill.

Despite 2 hours on the phone to both companies to give new readings, she was told by Foxglove that her new company would have to confirm the reading. We tried to get her new company to give the correct reading at the beginning of the year , again via my brother (which they said they would do but not sure whether they did or didn't as trying to do this during coronavirus is a nightmare), this issue has still not been resolved and having received another letter threatening to take her to court a couple of weeks ago for the outstanding fee, she has now paid the £184 because she was so distressed.

Since moving supplier I now have an online account set up for her and can clearly show that on average over the past 6 months she uses around £15 of electricity per month (so £184 would be roughly as much she uses in a year generally).

So, in summary, whilst I think I will get nowhere based on the reviews I have been reading, I will now attempt to get back the £184 somehow and also what I suspect was a not inconsiderable sum that she was in credit (unfortunately she shredded all the bills in disgust and to be rid of the whole sorry tale).

I think OfGem should really look into this and I feel that I may have to go down that route anyway, if all fails then Watchdog.

Whilst mum did apparently get a nice letter from Foxglove once she had made the payment, I would suggest that those with vulnerable relatives make sure that they are aware of the possible consequences of dealing with this company.

Poor service. Confused charges and impossible to speak to the same person

I am a new customer, not too young and very computer illiterate. However all telephone staff have been more than helpful in sorting out my self inflicted iPad adventures.

Once again Foxglove, or Fischer energy as it used to be, have shown they no nothing about FIT. When I had my solar panels fitted in July 2017 it took them until September to get them registered. One time when I rang to ask what was happening I was told that the only member of staff who knew anything about Fit had left the company. When I put a bad review on Trustpilot to this effect the 'boss' of the company rang me personally to refute this and told me I never should have been told that.
Now, after being lumbered with a bill for £602,000 in February they have decided they no longer want to be a FIT company as from the end of March. I was advised to find another FIT company, which I did, but they are not able to register me as Foxglove have not verified my generation meter readings in the last 2 years.
I can not be the only person this has happened to but they seem not to care. I have been trying since the beginning of March to get this sorted to no avail.
K Daines

We have been with foxglove since October last year. We started off okay with our bills starting at £73 in October, £83 in November, £97 in January but now all of a sudden in February they have doubled to £140!!!! We are in a 3 bed flat, all electric, but no electric heating, all we use are low cost halogen heaters in the room we stay in. We are frugal with our tumble dryer usage and only use the washing machine 3 times a week. I have read many comments that the bills start off low then almost double. We have now switched to octopus

Crooks or incompetents?
I literally don't know if this company is trying to scam me or are just entirely useless.
We left Foxglove (finally) in early Nov 2019, settling out bill in full. We have now had three letters - increasingly threatening in tone - from Foxglove telling us we owe them almost £300 and blaming our new supplier for this bill.
We've even been threatened with 'county court' proceedings. Since we live in Scotland (outside county court jurisdiction) I find this laughable. Unable to reach Foxglove on phone.
Would advise everyone to avoid Foxglove (and Fischer, and other related companies) like the corona virus.

Appalling customer service
When I moved to a new supplier foxglove close my account so could not put final meter readings In
my new supplier sent foxglove the readings, got the final bill BUT the gas was Estimated reading??
email them with reading foxglove say "I am unable to amend the closing reading "
Just Appalling

This is a scam company. They sent me an email stating that my direct debit had not been paid by my bank. They want me to pay by direct transfer of £80+. I have no account with them. They quote an account no which does not exist. I have had no paperwork or emails from them other than this. BEWARE OF THIS SCAM!

I started to deal with Foxglove when I had to inform them that my Mother had died. That was in July, still no final bill and no account update as requested. To try and get this resolved so that we can pay and close the account I asked them to transfer the account to my name as I have now moved into the house and this has not been done either. I am stuck in limbo and will now be forced to move to another supplier so that I can pay a bill and know where I am. The fischer energy heaters that my mother was told were on economy 7 are wired into the ordinary ring main and being charged at 16p a unit, I worked out that 4 radiators in the first month have cost me £140!!! They are now switched off. Avoid this company.

Money grabbing company who don't know what they are talking about.
Changed to Fischer Energy (now Foxglove) because we had Fischer heaters and they were offering a better rate than we were on previously. They were OK at first but then there was all the trouble with their numerous changes to direct debits. We are now in the process of selling the flat and it has been unoccupied since the tenants moved out. I contacted Fischer to ask for the direct debit to be reduced as very little energy is now being used but I was told they needed to see several meter readings first. I asked to speak to a manager and was told someone would ring me back in a few days. Needless to say this did not happen. When I rang again I told them I would be changing to a more understanding supplier. I asked if I would still receive my credit if I cancelled the direct debit (as I did not trust them to not take an additional payment) and was told this was OK. Seven weeks later I still had not received the credit so rang again. They tried to tell me that they were still finalising things with the new supplier but when I told them I had already been contacted by them, they changed their minds and offered me an urgent refund which did happen within a couple of days. However, when I questioned why the refund did not happen automatically and I had to ask for it, they told me a load of nonsense. They said that they were not profiting from my money as the money was in my Foxglove account. They did not understand that the physical money was in their bank account rather than mine and that it was only allocated to my Foxglove account.

Update: Foxglove have failed to contact me despite being given the full details required to do so. Instead they have reported the entirely accurate details below as being marketing or spam.

Reporting valid concerns and continuing to send legal threats to vulnerable customers is just covering up their chronic and serious breach of consumer rights and the supplier code. I have therefore reposted this removing the passing reference to the new supplier I have moved to.

Foxglove continue to harass my elderly and vulnerable parents for even more money when Foxglove/Fischer/outfox the market have already overcharged them. A brief summary of the sorry saga is:

Elderly parents enticed to join Fischer Energy with a 5% discount and promise of excellent service
Billing and direct debit issues plague and cause then distress and endless calls to Fischer fail to improve matters
Parents hand responsibility to me as I’m a relative expert in the energy industry - billing chaos continues after I receive assurances that all will be sorted
I move my parents to a company which far better customer service (or just any at all),
Fischer take months to provide the new supplier with meter reading delaying the refund due - they then provide the new supplier with different readings to those in their final bill
Fischer refuse to lay compensation for the appalling customer service and distress caused or honour the 5% discount offered (I’ve checked the T&Cs)
Months later Foxglove and outfox the market contour up a new charge (with no associated invoice or justification) and ignore my response pointing this out
Phone calls and letters threatening my parents continue despite Fischer having agreed to deal with me on the matter.

Ofgem needs to do far more to protect customer from the unethical companies like this.

Dear foxglove - the account postcode is PE365LU and you have already agreed to deal with me. If you have a legal case than stop bullying people you have been informed are vulnerable. I am familiar with the supplier code so please feel free to try and refute the points above - you already hold my email address and phone number

Glenn Garrett
Sent from my iPad

Still no Web site been down for 3 months customer service waste of time will not tell you whats going on

Cleap energy isn't good, good energy isn't cheap!
Cleap energy isn't good... good energy isn't cheap! I think this saying is probably a good reflection of my experience. They may be the cheapest in the UK, but the customer service and processes are something to be desired to say the least.

I was paying £60 a month over the year and had a £170 or so balance on the account 1 year on. So they *DOUBLED* my Direct Debit (£120 a month, which would have been on until the next review in the Autumn) without any notice. That math simply doesn't add up at all...

Having contacted them, they explained an email was sent with them doubling my price (I've checked spam etc and nothing). The "customer services advisor" really couldn't comprehend the math (or lack of) and really wasn't empathitic at all.

I've since cleared the balance and the more reasonable fee of £70 a month has been struck, however it has taken a number of HOURS of my time to get this done.

I appreciate energy is energy, but when things 'go wrong' you want a good level of customer service, which these guys don't have. Yes the live chat and phone chat is available - but the level of service when you get through is about as good as a flight with Ryanair to Ibiza... you'll probably end up with an emergency landing somehow!

I genuinely hope they pick up their act.

Fischer Energy (now Foxglove Energy) are an absolute nightmare, and in our view and experience you would be well advised to stay a million miles away from them!!! We have had our direct debit changed by them so many times, and we spend so much of our lives chasing them up. We entered a free energy deal with them and Fischer Heating, and Foxglove Energy has done everything possible to slow everything down, and reduce the amount. In our experience you just cannot trust them, and we dread any email or contact from them. If you try to pin them down on anything they hide behind their terms of " we reserve the right to alter, change or withdraw any offer etc etc" As soon as we have finally received our two year limited amount of free energy offer from them, we will leave them. It is a shame, their renewable energy ideals are good and their rates are not bad, but their treatment of customers is awful.....
Oh and they got one star, because it does not allow me to leave zero stars!

This company changed it's name from Fischer Energy last year. They are also known as Foxglove Energy and Outfox the Market. I have just checked their Facebook page, and they have 1 "like." Their sister company Fischer Heat is also known as Fischer Future Heat. In 2016 they sold me two of their heaters (over £1000 each) which I later discovered were unsuitable for my home, because it is poorly insulated, and unfortunately, not suitable to have cavity wall insulation installed. (Their heaters are suitable for well insulated properties, but they are unable to maintain the heat level required in a poorly insulated house.) I should never have been sold their product, and they will have known that all the way through my association with them. I was so alarmed by the cost of my electricity supply that I was reading my meter every day. I was paid a visit by their Scottish manager a year after their first heaters were installed, and he assured me that if I bought yet another, my extortionate bills (over £8 some days, to heat a two bedroomed house) would be reduced. I did that in good faith, but of course, the large bills continued, and the house still wasn't warm. Last November I contacted Fischer Energy (now Foxglove) concerned that they had sent me an email to say they were increasing my monthly direct debit from £80 to £140. The first flippant company representative I spoke with told me to find another energy supplier if I couldn't afford to pay them. The second person I had contact with apologised, and said that I wouldn't be asked to pay anything again because of the way I had been treated by Fischer Heat and Fischer Energy. Foxglove/Fischer Energy are still emailing me, trying to get me to pay them money, but I am refusing to. There is no consistency, or decency with this company/group of companies. I've held off leaving a negative review in the hope they would leave me alone, but here it is now. The first bad review I've ever given anyone.

I have been with Foxglove for around 6 months. They have sent me emails requesting meter readings and I have been unable to submit them on line. I set up my den and they sent me a password. I tried to log and their website would not accept the password. I requested another password that didn't work. I requested a third and lo and behold that didn't work either. I am now totally fed up with Foxglove and will start looking else where for a supplier

Just spent a very productive 45 minutes on the phone with Patrick who couldn't have been more patient and helpful sorting out billing and statements for two properties going back to December 2017. Our fault for not having provided accurate monthly meter readings therefore creating estimated usage bills which we pay by a fixed monthly direct debit. Needless to say we had accrued a large debt on both properties and were 'in the dark' as to where the billing stood. All now sorted out with Patrick emailing me both statements and all the monthly bills for both properties since we switched in December 2017. Excellent service!