Economy Energy

4.00 stars

78 Reviews

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Mary's complaint against Economy Energy

Mary Little

29/05/2018

[RESPONDED] Me

Complaint against Economy Energy

I have been attempting to contact economy energy since the start of May, both via telephone and email, with emails sent to the generic contact, and the complaints department (following contact on ‘aspokesmansaid’)...to discuss my account, to no avail!!!! I have cancelled my direct debits and also reversed a payment which they attempted to take without explanation. Still I have received no contact... I would be grateful if someone, anyone, from economy energy would contact me to discuss this. I have never ever found it so difficult to contact a company!

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Economy Energy has responded

  • Comments (24)

Economy Energy Media Team | | VERIFIED

Hi Mary, I am sorry to hear of the issues you've faced in trying to reach us. I will be happy to take a look into this for you if you could please email me your full address and email to [email protected] ^Phil

Mary Little | | VERIFIED

Thank you Phil. I did this previously after posting on here however never received a response back. A senior complaints officer did finally respond to an email on 30/05/18 but stated that they had not received any response from me following the initial email, of which I had sent several....??

Mary Little | | VERIFIED

I attempted first online contact on 04/05/18 using reference number CS-4487, followed by second online contact on 10/05/18, followed by third online contact (to generic email/complaints email and using online form) on 18/05/18. I attempted fourth online contact in response to previous msg on this website, finally followed by a fifth online attempt on 29/05/18, and again on this website...

Mary Little | | VERIFIED

I received a response from a senior complaints officer on 30/05/18 which states, “ I can confirm that we did notify you via email of this payment on the 3rd of May , which gave you 10 days to respond. We did receive a read receipt from the email but we did not receive any instructions from yourself to cease the collection.”

Mary Little | | VERIFIED

As described above I have made numerous attempts to contact your organisation, both online and via telephone, specifically within the 10 days referenced by your colleague. In additin to the online contacts I have tried to make contact via telephone but am unable to get through to anyone within the time I have (usually having been on hold for 15 minutes).

Mary Little | | VERIFIED

I am obviously dissatisfied with the response from your colleague which failed to recognise the contacts I made within a 10 day period (I have automated responses for these so unsure what has then happened). I would like to get this situation sorted as I am owing money to you, however I am losing hope in actually resolving this or ever receiving an adequate response, if I receive one at all.

Economy Energy Media Team | | VERIFIED

Thank you for this Mary and I am sorry for the ongoing issues you've faced in reaching us. I can see you have also emailed me the Social inbox. To avoid us duplicating our conversation, we will now reply to you directly by email to ensure this is resolved as a priority. ^Phil

Mary Little | | VERIFIED

Thank you, much appreciated. I look forward to hearing from you. MaryJane

Mary Little | | VERIFIED

Thank you, much appreciated. I look forward to hearing from you. MaryJane

Economy Energy Media Team | | VERIFIED

You're welcome Mary Jane. ^Phil

Mary Little | | VERIFIED

Dear ^Phil, I am still awaiting a response from your complaints team, I have not even received a holding email. Please can you look into this for me, I have been trying to make contact since the start of May. This is by far the worse customer service I have ever experienced, with the exception of your responses on this public facing website! I look forward to hearing from you. MaryJane.

Economy Energy Media Team | | VERIFIED

I am sorry you've been kept waiting on this, MaryJane. I understood that a Complaints Officer had previously responded on 30th May, were you able to reply to them? ^Phil

Mary Little | | VERIFIED

Dear ^Phil, please see the above email trail which makes reference and response to the email on 30/05/18, which I believe I also respindky to directly, as per the above messages. Thank you, MaryJane

Economy Energy Media Team | | VERIFIED

I am sorry you've been kept waiting on this, Mary. I will be happy to chase this for you if you could please send me your account details again to [email protected] ^Phil

Mary Little | | VERIFIED

Dear ^Phil, I have done this now on several occasions and not recieved any response back (as above). Please are you able to track my account details from above, as you did with the complaint response on 30/05/18. Many thanks, MaryJane

Economy Energy Media Team | | VERIFIED

Hi Mary Jane, I do apologise but I can't seem to locate an email from yourself in our inbox for me to pick . Can you confirm the email address this was sent from please? ^Phil

Mary Little | | VERIFIED

Dear ^Phil, please see your response above dated 04/06/18 at 14:22 acknowledging my last email - I shall resend this same email now in order that you can easily find it. Thank you, MaryJane

Economy Energy Media Team | | VERIFIED

That's great thank you. I will ensure this is picked up as soon as possible. Can you please confirm the email address this is being sent from? ^Phil

Mary Little | | VERIFIED

User Responded via private message

Mary Little | | VERIFIED

And yet I am still waiting for a reply!!!!!!! Having managed to speak with someone and set up new direct debits a couple of weeks ago, I am now receiving messages stating I owe economy energy random payments of money. I have now been trying to contact your company via phone for over an hour. This is the worst customer experience and service I have ever experienced!

Mary Little | | VERIFIED

I would be grateful if you could as I have previously requested now on numerous occasions look into this. This company and its customer service is beyond shocking!

Mary Little | | VERIFIED

Please can you let me know how I can escalate my complaint to the most senior level within economy energy please. I have been trying to get this sorted for over 3 months now and do not understand what the issue is your end, why you keep cancelling my direct debits and why you keep requesting random amounts of money

Mary Little | | VERIFIED

https://uk.trustpilot.com/review/economyenergy.co.uk?page=5

Economy Energy Media Team | | VERIFIED

I am sorry this has been ongoing for so long, Mary and agree this should have been resolved by now. I will be happy to look into this immediately for you. So I can locate your account again, could you please email this to me at [email protected]? I will then look to resolve this and can escalate this further for you. ^Phil
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