Luminus Reviews 7,949

So me and my partner were given a pretty good offer by two lumins guys at MediaMarkt Wilrijk. The price they gave for KW/H seemed reasonable and it was based on the luminus website.
After we signed up and I went home, I read all the contract details and turned out that the price was much higher than we signed for. After several calls to cancel the contract we were told to send an email which we did. Next day we receive a call from luminus guy saying that he received an email from us and while on the phone he told us we need to wait till he reads the mail ( who calls for an email without reading it first ?). Anyway in the end the guy told us that the cancellation is done. 2 months later I see a direct debit from luminus. Called to check with them and after being transferred 6 times they told me that they never cancelled the contract and thats why there is a direct debit. The last lady said that she will ask to stop the contract immediately but I was not confirmed that it was stopped again.
They said that the first debit will have to go through and that the money will be refunded at some point without telling me when.

What a terrible experience with this terribile company. From the sales team to the customer support all I got was scam and lies.

Recently, I experienced considerable frustration with Luminus. After moving out of my apartment, they persisted in charging me for services I no longer required. Not once was I informed that, in addition to stopping the energy supply, I had to sign another document to cease the service. Such a crucial detail should be clearly communicated to customers. Furthermore, on my app it stated I had no active contract so I did not realise I was paying these extra fees until over a year later. The entire ordeal felt built this way on purpose to trick distracted clients as myself. Future customers, be vigilant about procedures when relocating and terminate any direct payments with the bank.

I've send luminus a question thru the online form about some information around the different ways of payment and the next day I recieved a call. I didn't have the time then and coundn't pick up. Over the next few days, i've got some sporadic call backs untill it was convenient for me to answer. I've recieved the information and it showed to me that luminus thinks about their customer support.

for the first time I actually received money back by trying to save energy and the natural resources of it.

The worst energy company ever i have been paying too much without a reasonable reason and the sent me end of year calculations three times and increase my monthly bills and are telling me there is nothing they can do.

This is one worse company I uave regretted doing business with, moved to a new place and after 2 months I started getting excess bills of about 300 to 400 euro every month and when I call them the customer services very rude. This is very bad treating customers like that, collecting people's hard earn money. Am just a family of 3, me and my 2 kids. How do I pay 400 euro every month and excess bill of more that 2000 euro just 2 to 3 months using thier services.

Slechste luminus. Dont ever take luminus. I just trnasfer house 2 months and 1 week used of gas and elektricity they want me to pay 807 euro jaar afrekening. And then they just debit ur miney in the bankwithout asking or sending bills. U cannot see to the acxount if u payed or not.They are not good.

My aging mother recently passed away in Flanders and I have to sort her affairs in Belgium.
It is very very difficult to contact Luminus. They have an online form rather than an email address which is frustrating. When you call you have to speak to them in either Flemish or French. I am British and have not lived in Belgium for over 35 years so my Flemish is very very poor and my French only slightly better.
They have called me a couple of time however when I try and explain that my Flemish and French are poor they immediately transfer me to an English speaking line which is never available so I end up back speaking to a Flemish speaker who does exactly the same.. They have sent me multiple bills and I am not clear if these are cumulative or not. I simply want a single figure that I have to pay in order to settle my dead mother's count.
Luminus seems to be lacking in all compassion and their idea of customer service seems to hand off customers to someone else as quickly as possible rather than actually deliver a quality service.
For Luminus’s benefit, good customer service is not simply a figure of how many calls your customer service team have handled, rather whether those the calls add value to the customer experience.

-service mails all in dutch (requested at least english, had to move to BEL for work like many others especially near Brussels)
so I think its not good to ignore customer requests like that :(
-paid to much for gas and electricity

Nice to see after cost increased lately

Best service so far.