Simplicity Energy Ltd 

Complete joke of a company actually reviewed the company and surprise surprise, they were under another alias. The old director also resigned enough said I would be surprised if they surpass 2021. This company is a joke and a scam and all the reviews on trust pilot and Google are clearly asked for by the company the on ly real reviews are the bad ones. IF YOU ARE READING THIS STAY FAR AWAY. The customer service is a joke and it's as if you're speaking to five year olds.

Warning. I have given 1 star because I had to, to rate them. Do not use this energy company. Their customer service is absolutely appalling if you can get them to respond to an email. They have billed me £992.23 for 51 days of gas and 26 days of electricity, I live in a 3 bed town house not a mansion. They have completely ignored my requests for help in resolving this issues and its taken 3 attempts to raise a complaint when requested, they have also refused to let me move to another energy supplier for gas unless I pay the bill.
Buyer beware do not use this company worst energy provider iv seen in 25 years.
I have had to go to the ombudsman to get a resolution, its not just the £20 a day for energy its also the cost of your time in rectifying the poor account mgmt and mistakes

Sorting out my account and setting up payments. Nico was excellent and attentive to ensure it was all sorted out going forward

A lot of fake reviews on here and on google. They all read the same and most are from new users. If you ignore the 5* you get the real story. Sounds like they are written by someone called Nathan as a lot of them demand he gets a promotion. Scam.

I was concerned about my tariff coming to an end.
I spoke to Eunice, a very nice lady. She found me the perfect tariff and put my mind to rest. The new tariff starts at the end of my present tariff.
I'm so relieved, thank you Eunice.

I was pestered by Simplicity Energy to install smart meters after switching to them. After installation it has been a complete nightmare for the last 12 months.

The engineer did not register the new gas meter and I had to send a photo of the meter to Simplicity 3 months later when I realised that they were not getting automatic readings. They did not inform me that there had been a problem, it was only when I phoned them that they admitted there was a problem.

Three engineer visits later they have informed me that the meters are now functioning but I still need to supply monthly meter readings. My account does not show any remote readings.

The complaints department do not respond to queries by phone or email unless you pester the customer service representatives (if you can get through to them), or send emails every day for more than a week (just keep forwarding the same email, stating how many days since it was sent).

For a year of terrible service and constant refusals to admit there was a problem has resulted in a goodwill gesture of £30.

Please believe me when I say this company is not worth dealing with as a customer.

Information supplied promptly and clearly.
Thanks Tye for the efficient way you dealt with my quiries.
Very polite manner, no waffle.

Spoke with customer services on the 11th of January regarding a credit of nearly £700 which when my account was settled I was still owed just over £500 chased refund today as it had still not hit my bank account, spoke to a lady called Tye who was very polite and helpful but told me the previous agent had filled the refund incorrectly and the £500 refund I was expecting had dropped to just over £300 🤯 by the time they'd settled my account up to today and charged me yet another £133 dd payment although I have already paid £165 on the 4th of January. I give up with these firms they are quick at taking money off me but not so quick to pay me back!!!! £500 in my bank account is better for me than £500 stuck in my energy account!!!! Needless to say I will be going elsewhere when my contract expires!!!! Would not recommend

True to their name, having my login reset was nice and simple. Great service from Sara, a credit to your team.

Very good service, I was actually able to phone their customer services & got through right away. My query was dealt with in a very satisfactory efficient way. Thank you.

I spoke to the lovely Helen today.... I've had a few problems trying to get a broken electricity meter fixed... Helen went above and beyond to help me.... she was professional and answered all my worries...
Lovely member of the simplicity team.. you should be proud to have her...
Thanks again Helen

Ty was very helpful. She understood our issues and has tried to resolve them.
However, that is not to say that Simplicity have worked well on our behalf over the past two months. It comes down to a basic lack of communication between Simpicity and their installers. All we needed was a home display unit to go with our newly installed Smart meters. After several call and emails we thought we had the matter resolved - but No! The guy arrived today and knew nothing about installing a home display.
Hopefully Ty has done what others have failed to do! We will see!

I am really pleased to give 5* review for a lady called Tazrina @ Customer service for Simplicity Energy who provided me an excellent customer service with so much grace and calm even when I appeared frustrated due to my past experiences of poor service. Tazrina resolved my query with absolute professionalism.

I waited to long for a reply. Got on my nerves with crackly music . The young lady was excellent once I got through. She answered my question and was fully informed.

I Have spoken to Salma @ customers services for Simplicity today, it is rear I say this but she was the most approachable and willing to help person in CS I ever come across. Salma answered all the questions I had, have been very polite, knowledgeable and professional throughout the conversation. I wish Salma could teach some of her colleagues how to deal with customer!!!!!! I'm really impressed.

Marcin Nieklan

Moved in 3 months ago where pre-existing supplier is Simplicity Energy. What can I say other than their service is utterly atrocious?!

It has been a catalogue of issues the whole way along:

* They requested 6-8 vitally sensitive pieces of sensitive information be sent over EMAIL - the most insecure form of transmitting this sort of data

* Called them up to get setup on the phone - was told this was not possible and email was the only way. I refused and eventually they took my details over the phone

* 3 weeks still heard nothing call them up to find out what's happening. My details are in a backlog and should be proceessed in the next week

* 2 weeks later - still heard nothing. Call them up again to find my details have been lost and give my details again over the phone - account was setup there and then and I would receive an email regarding the direct debit by the end of the day.

* 1 week later - Still no direct debit email and no communications from them of any kind. Call up again and finally manage to get an account number out of them so that I can sign on to the online portal. Find out they have lost my bank details!!

I was also informed that the reason that I had not received the direct debit email was because they had a typo in my email address! This is a company whose only real form of communications with you is digital. They had my email wrong.

Logged on to their online portal and find a bill for over £600 for a little over 2 months usage. I contested this over the phone and was told to email photos of my meters and explain the issue via email which I did. I was told I would hear back from them within 5 working days.

It's now 2 weeks later and I still have not heard back regarding the contested bill and I am unable to get through to them on their telephone support line.

In the meantime I am on their highest standard variable rate, racking up bills. I am unable to get a better rate as all their other tarrifs lock you in for 12-24 months and I want to be transferred away immediately.

To say I am pissed off would be an understatement.

UPDATE 2021-01-27:
The irony that they can't find my details as per their reply to this review is palpable.

Also I have received no such Trustpilot message from them! Trustpilot does not even seem to have a "messages" section and I have received no further Trustpilot emails regarding this issue.

This is by far and away the worst customer service I have ever received and I am seriously considering taking this to the energy ombudsman.

Despite my previous positive review, Simplicity have failed to resolve my longstanding issue and, in fact, have made it worse. In summary:

I switched dual fuel to Simplicity in August 2020 at a price I was happy with.

Simplicity took my electricity supply only and yet started charging me for both

In the meantime, I still paid Shell for my gas every month

Eventually, despite statements to the contrary by Simplicity, we discovered (via Shell) that Simplicity were supplying Gas to the wrong address

I finally got a refund for the over-payments and asked that Simplicity take my gas as they had originally meant to do. I was explicitly told that they would refund me, fix the issue AND take my gas

Then...I receive a direct debit update telling me I am now paying a new higher tarrif every month for DUAL energy. - although I have NEVER benefited from the original price that I switched to

Then... I receive TWO notices telling me that my account is cancelled and I do not have my gas with them

So, the situation persists. Simplicity are charging me for Gas they do not provide AND I pay Shell for the Gas they provide. I have never benefited financially from the switch and, in fact, continue to lose money.

Trying to get help has been a pitiful experience. Hold times are horrendous and my last email to customer services has not been replied to in 3-4 weeks.

Excellent service, professional and friendly.

In resolving the issues we had with our energy supply (gas & electricity), Teresa Connoly was knowledgeable, understanding and totally professional.

It was reassuring and she is an excellent representative of the company