Neo Energy Reviews 

What a nightmare, do not touch with a barge pole!!!!

Want to give NO Star but the system does not allow!!

For my sins, changed over to Neo after looking at the energy prices on comparisons sites in March 2021. Nightmare started in October 2021, in-spite of debiting my account with direct debit, started getting invoices for a large amount which I refuse to pay. I've been emailing since 10/10/21 with no response. Called numerous times with no luck to speak with customer service person. The local call centre is only instructed to take the message and they always say same – ‘someone will return the call as soon as possible’. I neither received a single call nor emails apart from automatic acknowledgement email saying someone will contact soon!

All I want to know is what's happening to sort it out payments as well as I want to know the change in the payment I need to make in my direct debit after hike in the energy prices.

No complaints procedure, I have no idea what to do next really. I can't even change the provided as most of the companies are not accepting any new clients.

I am planning to contact ombudsman as well as the comparison sites to update them about my difficulties and hoping that no other customer will suffer! Please let me know if any one has any other ideas!

What a nightmare, do not touch with a barge pole!!!!

Been debiting my account with direct debit and sending invoices for double the amount which I refuse to pay until someone calls me which is a joke, I've emailed and called and they simply do not talk to you.

All i want to know is what's happening to sort it out and tidy up payments

No complaints procedure, i have no idea what to do next really. Any help or guidance would be really appreciated

They have been sending invoices to me that are not mine been phoning, emailing, on their help call!!!! for 8 months asking for someone to call me, nothing now changed back to old supplier and hope they take me to court maybe then someone will listen!

Same story. For couple of months took double payments from direct debit. I cancelled the direct debit and now following up since last 6 months to understand the outstanding payments but every time the lady who picks the calls, takes my number and address advising someone from Accounts department shall call but never I got a call since 8 months. Not sure how to deal with this situation!

Only giving them one star as there’s no option for zero stars.
The worst company I’ve ever dealt with in my life! Stay away at all costs!
In 2 years I have sent about 60 emails which they never reply to. I’ve been trying to submit meter readings but there is facility to do that. When I call the customer service number it’s the same lady who promises that someone will call you back but no one ever does.
I had to put in a complaint with the energy ombudsman who have upheld my complaint but even the energy ombudsman can’t get them to reply to them!
Think they’ll probably lose their licence soon.
Been so stressful- wish I had never joined Neo energy 😳🤡🤬😡

Been phoning now for 7 weeks..waiting for a call back!! Would not recommend!!!

I have been waiting for a call 3 weeks now. I rang them again and they keep saying someone will call me back. The service is very very poor.

Neo started to take 2 payments per month from my account. They didn't respond to my emails or calls about this or refund the overpayment. We cancelled our direct debit so they couldn't continue to do this. None of my calls have been returned and none of my emails answered. My account shows I owe money but they haven't applied the double payments I made which clear these invoices.

They were unable to give me any details about how to make a complaint or contact an ombudsman. Their website says call to complain but when you call they say they don't know and to email.

I questioned how they track my contact if they just take my surname as I can't be the only customer with that name. I requested my contact history with them so I can check they are logging communication. I was told that I would need to ask someone in accounts. To talk to accounts, they have to call you. They never call. Therefore I can't get my contact history or discuss billing and payments. I don't believe an accounts department exists, if it did they could just transfer my call.

Just had an email to say they've added 25% to my March bill but they haven't given me any notice.

Appears everyone gets the same script and no service.

I was with Neo up until September last year. Now end of March so 6 months have past. I still await the repayment of £80 overpaid to them. I still get monthly demands for payment of invoices. I still have not got a detailed bill of the electricity I used whilst they were my supplier.

I would say avoid them like the plague.

They do not answer emails or even acknowledge them, no matter which address you send them to within the company.

I have taken my complaints to Ofgem who have found in my favour, However, still no response from Neo.

My mother has never been a customer of NEO but for many months has been receiving emails asking for money. We have made numerous attempts to resolve this and ask for her data to be deleted. All of these attempts have been ignored. Constantly promised a call back which never comes. When I do phone staff are now ending my calls abruptly, and becoming abrasive on live chat. At a complete loss on how to solve this. NEO Energy seem intent on holding my mother's data without her consent, and using it incorrectly. She is unwell and finds each email she gets from NEO Energy distressing as it suggests her identity is not private or safe.

Absolutely dreadful. After many promises to call me to explain their estimated invoices I mad a complain to the Energy Ombudsman who found in my favour. They were supposed to comply with the judgment by 15.3.22 but surprise, surprise they have done nothing but sent me more estimates even though I have moved to another supplier.

Neo Energy have been taking money out of my account for eight months. I've not had a single request for meter readings, I have no way of accessing any information about my usage, they've never sent any, there's no online account infromation, and they have no phone number. There is only a person that is so mechanical in their responses I suspect it's a bot. I requested an urgent call several times and no one ever phones back.

I have submitted a case to Ofgem about Neo energy with the following summarised details:

They have never acknowledged my correspondence including the meter readings from August.
They have literally zero customer service.
They have my address completely wrong.
They have never billed me correctly.
Their bills contain no details of my service including my meter numbers
They have submitted massively inflated usage figures to the National Database which they have not rectified

AVOID AT ALL COSTS

The whole company looks and feels like a scam to me. As a result I cancelled my direct debit two months ago.

This energy supplier is terrible and the worst I have been with. I do not know what tariff I’m on, and I’ve never had a bill. I have been trying to get a response since sept 2021 and no one ever contacts you back. I am having to take this further now after I’ve logged an official complaint and heard nothing back

Like the vast majority of other reviews, this is a TERRIBLE company to deal with. They do not issue bills or statements. NEVER return calls or reply to emails. Now complaining to the Ombudsman Service.
AVOID, AVOID, AVOID!!!

Shocking customer service. We are yet to receive a final bill and rebate despite many requests and communications via email, live chat and telephone. Poor, poor service

This energy company is the worst I have ever dealt with by far. It is impossible to speak to anyone directly. All customer can do is leave a message at their call centre, via email or via webchat. Unfortunately nobody ever calls you back.

It's beyond frustrating! I even stopped paying them to see if that would prompt them to call me after over six months of trying. Not even being in debt to them resulted in a call.

My advice stay well away from this energy supplier! If I could give zero stars, I would!

NO STARS!!! Still being billed 6 months after closing the account with Neo Energy.Invoices continue to arrive, even though WE ARE NOT USING NEO ENERGY!!!!!
We can't get past the front desk.No one from NEO has got in touch with us about the fact that they have over
£1000 of our money that they are not refunding.Money we are desperately needing to pay Octopus.

11th Review. Well after waiting about a year and a lot of phone calls and hassle, I have been refunded by Neo Energy, which included penalties and goodwill, so I am very pleased. Thanks a lot to the ombudsman for sorting this out and for Neo Energy coming clean at last. I hope all their customers out there can get there problems sorted out with this company like I did. GOOD LUCK!

NEO have increased my DD without any consultation, I have emailed and called their customer service team for the last 8 months to get a breakdown of my bill and to make any over payment to bring my account into the red, but NEO have not responded to my multiple monthly enquiries for over 8 months. The customer service is the worse I have ever experienced in my entire life. The customer service number is for a messaging service that say they will pass your message on and someone from NEO will contact you, but no one ever does and I have had the same experience when trying to contact the email helpdesk (0808 168 4861 & help at neo-energy.co.uk) My advise to others would be to avoid this company like you would avoid someone with Covid.. They entrap you into debt, dont provide you with any breakdown of increases to your payments and ignore all your enquiries whist putting you further into debt which then affects your health & well being, how they are being able to operate in the UK is beyond my understanding....STAY AWAY FROM THESE THEIVES