TotalEnergies Gas & Power (UK only) Avis 

TotalEnergies charged me extortionate business rates for my home for well over a year, despite me providing council tax evidence proving it was a domestic property and emailing them repeatedly asking them to correct their error. I still paid every bill in full on the same day it was received, in the hope my emails to them would result in a rightful refund. This was not forthcoming. When I told them well in advance that I was moving out, and submitted the change-of-address information, they failed completely to process it, sending me many threatening demands for money I didn't owe them covering time periods months after I'd left the property - and they're still doing so.

Because of this disgraceful conduct, I went to the Energy Ombudsman. The Ombudsman upheld my complaint and ordered TotalEnergies to rebill and refund my account at the correct domestic rate for the entire fifteen months I was there, close the account from the date I moved out, apologise in writing, and pay me £150 compensation for their appalling failures. Three and a half weeks after the Ombudsman's decision, they have failed to action even one of these things, saying only that it's "under review". Staggeringly, the spurious bills and unjustified, intimidating demands for payment keep arriving, despite them having told me in writing they would stop. This is a company that cannot be trusted.

This isn't just poor customer service - it's a toxic culture of corporate neglect, obstruction, deliberate delay, indifference, systematic avoidance, and an indefensible failure to put obvious mistakes right. If a company still won't act after an Ombudsman has ruled against it, that tells you everything you need to know.

This manifestly unethical company, with such little regard for its customers, or for the findings of the independent Ombudsman, is one I would very strongly advise avoiding.

UPDATE: TotalEnergies' response below is a textbook example of the obstruction I have faced throughout this entire affair. They know precisely who I am - my name's at the top of this review! They have my account details, my correspondence, the evidence I supplied, and the Energy Ombudsman's ruling against them. Asking me to provide my details so they can "raise a complaint" is extraordinarily disingenuous, breathtakingly dishonest and deceitfully evasive - my complaint has already been investigated, upheld, and resulted in four compulsory, non-negotiable orders. That's already done - there is nothing left to investigate. There's simply a legally-binding Ombudsman's decision that they have brazenly still failed to implement. Their response gives the illusion of action while avoiding the one thing they should already have done: comply with the Ombudsman's ruling. What a shameful company!

I’ve not had any acknowledgment from you about my enquiry

Qyaam Clark dealt with my request and I had the information sent over before the end of the chat

Sorted out my issue no problem, was a pleasure to talk to

Qyaam Clark help quicky and efficiently and was very polite

Qyaam Clark was very helpful and answered my questions completely. Thank you.

I was today chatting with Oyaan Clark, who was the most pleasant individual to chat with concerning the problem with our Electricity Meter.

He is a great asset to Total Energies as he portrayed a friendly and understanding of a customer concern and and was able to put in a place a remedy, which will take place very soon

Qyaam was quick at completing the request. Very polite and efficient service.

Qyaam Clark was a lovely assistant & answered my questions clearly & professionally. This was the perfect aid & I will be happy to ask for their advice again. I would recommend Qyaam to anyone struggling because of how concise they were. Thank you :)

I contacted the Customer Care team to find out if yearly data for energy consumption was available. Sweetness Javu was very helpful in enabling me to access the data.

I had a very poor experience with TotalEnergies, so I wouldn’t recommend them. Customer service was unhelpful and struggled with basic communication, and the call centre was very noisy and unprofessional. It took around four months to resolve an issue with an overcharged bill, which was extremely frustrating. I’ve since left them, and it was definitely the right decision.

The most helpful customers service advisor within the company. Thank you Sweetness for all your help and support with my query

Shameeg took time to understand my query and they provided me with helpful information to hopefully sort out the issue

Shameeg the advisor was thorough and answered all my queries.

Friendly and convenient service.