Company Details

Dreadful - ive been double billed on 2 occasions and despite asking for contact to resolve nothing has been forthcoming. Wrote to the address on website and got a return to sender. Dreadful

This company is horrendous!!! Avoid at all costs....I have changed companies less than 2 months of being with them. I had a direct debit set up with “go cardless” who took out the £52 that was due followed by £128 which I am still waiting for an explanation as to why it was taken. At least 10 phone calls made to their customer service team who told me every time that they were unable to see my account info as it was dealt with by a different team!! Numerous emails have been sent too with no replies! A further £52 was taken followed by an email saying they were taking another £128.....I don’t think so!!! Direct debit cancelled. I have yet to see a bill or receive an explanation as to why so much money was taken from my account. I will be phoning again to lodge a formal complaint

7 Weeks and still NO communication or refund from this shower of crooks - Thankfully next week I can start the complaint process via the Ombudsman! Oliver Friedrich (CEO) I do hope you can sleep at night after robbing so many people of money....DISGRACEFUL COMPANY!!! AVOID AT ALL COSTS!!

Taking double the amount of my direct debit, 2 months in a row now, can never get through to the required department. They say they'll call back and never do. Avoid at all costs.

seems like there's only 4 people working for this company from the reviews and from my initial contact for this company.

I wrote a review a few weeks ago detailing the abysmal service and non existent customer care provided by this shambolic company. At the time of writing I was in the process of moving to a new energy company after less than two months with Neo Energy and having had three direct debits taken from my bank, with no explanation, no bills, no response to my phone calls or emails. GoCardless, the company employed by Neo Energy to raid my bank account did so quite efficiently but we're either unable or unwilling to provide details of the invoice numbers that granted them the authority to take my money. GoCardless were very quick to point out that they were no longer able to take any more cash after I cancelled my direct debit, but we're totally unwilling to d0 anything to assist in returning the money which they should not have taken in the first instance. Their only advice was to contact Neo Energy (good luck with that), or my own bank under the direct debit guarantee. Following my previous and honest one star review a representative of Neo Energy telephoned and promised to sort the matter out. Nothing happened and my transfer continued to go through. Eventually I received a final bill which stated that I owed Neo Energy £15.95 after they had supplied gas and electricity to the value of £80.40 and they had only received £65.40 by way of a direct debit payment. I emailed them giving photographic evidence that they had actually taken £197.45 via their agent GoCardless and they owed me a refund of £117.03. Needless to say that other than the useless automatically sent email response promising that they will deal with my email I have (surprise, surprise) had no reply. I am now contacting the Ombudsman in the forlorn hope that I will receive my refund and Neo Energy will eventually be given the hefty penalty they so poorly deserve.

Neo's adviser Liyam was patient, helpful and easy to talk to, his advice was accurate, a pleasure to do business with. Let's hope Neo continues his level of customer service.

Neo Energy did not mail me at all although the switch happened in May and they started to take money from my account. I called 0808 168 1861 twice on 18 and 19 June, spoke with Donna and Nicola. They assured me someone will call me in 24 hours. No one called for 3 weeks. I was very frustrated and unhappy and with no more waiting I called today 0808 168 1861 and Hannah gave number 020-3634-7537. I called and got Sandy. It transpired that Neo Energy mailed me Welcome Pack and T & C but never received those mails. Sandy re sent mails and she settled everything. I am completely satisfied now.

We signed up with Neo because of their low pricing and they told us we could pay on receipt of the bill each month. We were to send them a meter reading so they could make sure it was accurate. We diligently sent in a reading but they made no attempt to adjust the bill. They just gave us the exact same amount to pay each month. When we complained (numerous times), they changed it by 1p! They are now chasing us for just over £90 that we don't owe them. We currently receive an email about this every three days! We have complained (numerous times). It makes no difference. Some staff appear keen to help (but don't), some are quite clearly completely disinterested. Update - 25 July 2021: NEO are now sending two bills each month and are chasing us for over £600 in non-payment but we are up-to-date with payments and owe nothing. It's hopeless trying to ring them. Repeated emails to them go unanswered. I notice some reviewers on here mention Liam and how good he is to deal with. You can't believe a word they say. It is all just sales talk and absolutely meaningless. Update 7 August 2022: I'm still getting requests for monthly payments despite not being a customer since 9 November 2021!

awful company - cant do the basics - cant get through on phone - and cant answer an email. i cant get a meter reading and i wait 14 days for an email which states - press the number 9 to get a reading - there are no numbers to press on the meter!!!!! how many weeks can this drag on for? ?

Good costumer service

Abysmal company to deal with, owed a refund of £500+, now 6 weeks after requesting and nothing so far, fobbed off every time I call, they may be cheap but that's reflected in their level of service, will be referring to small claims later this week.

Chad was very helpful and professional today.

I am impressed with the service level I received today from Sandy and the Quotation she provided This will enable me to transfer to Neo Energy as a new customer

Very helpful & clear

Liam was excellent in resolving my query and provided me with very clear guidance on next steps. Liam was very understanding and handled my query to a very high standard. Thanks Liam !

Spoke to Liam, very helpful young man, also got thru to Neo Energy very quickly on the phone.

So After a stressful 2 weeks waiting for someone to get in touch with me regarding my direct debit payment with Neo I’ve finally got some peace of mind from Liam at customer service . I was seriously about to change companies, but Liam turned that thought around by sorting out my issue with my payment and I am now quite happy to stay on board at Neo for now, I think people need to remember that this is a relevantly new energy company hitting the market with great compatible rates (for now) and it seems they have had a few hiccups along the way, having said that with decent energy prices I think they deserve a chance and maybe some patience in the customer’s behalf, and hopefully turn out to be very good company, I have tried quotes for my duel fuel energy with over 7 companies and so far none can match Neo at £84.64 pcm, so thank you Liam for your help today you were very polite and professional and I’m happy my issue has been resolved. Thanks Catherine Boyle

I took a call from neo and they were good and informative, I did agree to move our gas over but I ended up remaining with the current firm because it was slightly cheaper, all in all they were very competitive and I would happily move over in the future if their prices are cheaper

I'm always a little suspicious of bad reviews but there is so many bad reviews against this company I had to challenge it myself the outcome was exactly how how all the other ones star reviewers had clearly documented the antics of this company it beggars belief that they are still in business totally and utterly deceitful customer services representatives Who on 7 occasions on a daily basis promised to get get the quote team to contact me I am at a loss to understand that if they don't get business how can they be running a business