Neo Energy Reviews 

I switched to another energy provider (on the advice of NEO) just before this energy price hike happened.
Neo continue to email me an invoice for a new tariff I've not signed up for as I've switched.
2 weeks, 8 emails, 6+ calls, 1 online chat, and still no call from them. I'm concerned about my credit score that THEY may mark. Fortunately I cancelled my direct debit before they took the money. My advice, stay away, if you're in, switch, pay up the account and cancel the direct debit.

I had a very helpful telephone conversation with Liyam at Neo Energy. He clearly explained how the alternative billing procedure that I have requested will operate. And also when it will come into effect.
Thanks again for your assistance.
Regards
John McEwan

Liyam was really friendly and helpful! He understood my issue and promptly provided an explanation and solution - couldn't ask for more.

None existent customer service! Horrible invoice policies! I joined in late August on a monthly direct debit plan, I received 3 invoices within the first 2 months with no explaination on why so many (one every 2.5/3 weeks!). Hundreds of calls to customer service but NEVER recived a call back despite their promises. Prices also gone up so not very competitive anymore. Get me out of here!!!

Whatever you do, do NOT use this company they are absolutely hopeless. You will NEVER receive an itemised invoice nor get any response to helpdesk queries or emails. The fact that this company was recommended by Citizens Advice is a real concern. Avoid at all costs.

My email answered very quickly asking
For a call. Then a call from Danella only
A few minutes later.
I found Danella patient, very pleasant
And so patient with me.
Reagards Lana Goy.

AVOID. I left them shortly after finding out that support doesn't do anything about the issues and just says "we will call you back" which never happens.
I already left to another provider but they keep sending me bills to pay. i contact them to let them know the issue and got same response "we will get back to you"

if you dont want a massive hassle avoid this company at all costs.

WORST COMPANY I HAVE EVER DEALT WITH!
This cowboy company have been switching from another provider since JULY. Quite happy to take a Direct Debit from my account even though I've not switched.
198475 promises of a call back.
DO NOT USE

Since my original review i got the correct Customer service number from the Chat service which is totally different from the one on your account details or their website. Now what a difference that i got through very quickly and excellent service. All they need to do is make sure customers have the right contact telephone number. Thanks

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.