Neo Energy Avis 

Over the last 8 months I have been receiving 2 invoices per month totalling over £700 for my Gas and Electricity usage. I have emailed over 20 times and left a dozen messages with the lady in the office to get accounts to contact me. This is without doubt the worst company I have ever dealt with, and I have no choice to contact the ombudsman to report them. Absolutely pathetic.

This company also trades as northumbria energy and is run by UK Energy incubator hub ltd who have recently (30 march 2022) received a Provisional order by Ofgem not providing financial information which is a condition of its operating licence. This shower take your money but do nothing about switching you over, so you end up paying two suppliers, one for absolutely nothing. They are in breach of their contract by doing this. They dont reply to emails and the phone number either does not work or you get through to someone who appears to be just a receptionist with no access to your account. This company is not trustworthy

YOU WILL BE HARD PUSHED TO GIVE THIS COMPANY EVEN ZERO OUT OF 100 FOR ITS CUSTOMER SERVICE WHICH IS FRANKLY APPALLING. NOT JUST THE WORST ENERGY PROVIDER I HAVE DEALT WITH BUT PROBABLY THE WORST COMPANY I HAVE EVER HAD THE MISFORTUNE TO DEAL WITH. THERE ARE INSUFFICIENT WORDS IN THE ENGLISH LANGUAGE TO DESCRIBE ITS SHEER INCOMPETENCE.

Waiting for a call back for 5 weeks. I’ve rang and emailed 20 times. Nothing back!

I would like to thank Jamie “at” neo-energy.co.uk for being the only person there to actually bother to respond to an email, however Neo still has many issues (the most pressing one is how they are still trading????)

One star despite Jamie apologising as they are still sending me invoices 1 year and 1 month after I left, and paid my final bill, had two successful Ombudsman complaints, third one going in in six weeks.

For over 3 months (25/1/22-27/4/22) I have been asking for a statement of my account.
I have emailed them 5 times (auto response only)
Phoned twice, got promises, but nothing.
They take the direct debit each month, I send meter readings regularly. I need to know if I am in credit or debt. Now I am going to phone and email them every day.

I would not go with this supplier
I have been trying For Months to speak to someone about my bills and no one will ring me or email me had to move suppliers because no one will talk to me about my bills all I get is invoices no quote on my Bill withhold payments to try and get someone to ring me no one did

Can NEVER ever get anyone on their dedicated customer number to deal with your queries. Call handlers have no customer info to hand and just say they will get someone to call you back which NEVER happens. To date from last Oct, I have called 37 times + numerous e-mails and still no-one has called me back. Basically calling them is a waste of time.
Bill invoices are totally made up and are not based on your actual usage. There is no info on the bills which you would expect eg.meter readings & dates. They are just randomly made up with no breakdown which you can check or make sense of.
Only advise I would give is cancel your direct debit and suspend any payments to them. Maybe then the company will take notice and improve on their customer service which at the moment is non existent.
I cannot understand how this company is still operating and unfortunately I could not select zero stars which is what they deserve.

Direct debited £220 for nothing as they don’t supply my property and have not switched or gave permission for this do not trust this company as it’s fraud as I have told them in emails as they don’t answer the phones

Nightmare company, was paying direct debit monthly, but recieved invoices based on forecast average??? What is that? Got my address wrong, I live other end of country apparently! Sent emails regarding this no response. Sent meter readings no response! Requested a bill with details of my usage. Still nothing. Just read that Ofgem are investigating them and could lose their licence
Fingers crossed as I'm not paying a penny until I get itemised bill

Since October 2021 I have called them 129 times and emailed them 324 times but no one bothered to reply .
They don’t send you your updated bill despite you give them meter readings regularly. Charged both via direct debit and additional money via an invoice .

I am shocked that this company is allowed to do business in UK.

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.