Company Details

I couldn't fault Damian on the phone, however, i'm now a bit dubious about signing up after reading the reviews

I have never encountered an energy supplier as bad as NEO energy. The Company they use to collect direct debit payments, Go Cardless, appear to be as bad. My Neo account commenced November 2020. Direct debit payments were taken by Go Cardless on 27th November and 23rd December. They didn't take a payment for January so I received an overdue payment letter and paid by card, same in February and March. I decided my credit rating was at risk and changed my account to Octopus on 11th March. Neo refunded a part month and full month repayment to my card on 15th April. All settled - No! On 10th May I received an emailed invoice for May ( I presume as no period specified ) with payment due on 24th. Which I ignored and assumed was system error. Since then I have received three overdue reminders ( with a splash of red ) via email from EIBHLIS KEATING who has ignored my replies. It remains to be seen if they attempt further action to recover money not owed.

Was approached to change to Neo as was promised it was cheaper than my existing energy company. Was promised a welcome pack, both by email and post. Months later still nothing despite numerous calls to the help desk who are very sympathetic and say they will pass on the complaint to the relevant department but still no reply. Neo have taken over £300 out of my account with no explanation why. They just don't reply. Would not recommend Neo at all.

Under no circumstances would I recommend this company to any one. I have had on going issues with Neo’ since I joined in March 21. Please find my previous review to see those issues up to this Most recent encounter with them was 2 weeks ago, during a phone conversation with a lady called Sandy, supposedly a person in a managerial position . She assured me, that all my problems with Neo energy, would be addressed and she would get back to me within a 5-10 day period with answers relating to why they had not returned money, taken fraudulently, from my account and to deal with the SWITCH compensation as they bodged up transferring me from a previous provider. I called today 4th June 21, to ask for a call back so I could address these and other issues. It has been no surprise, that no one called back. I will be chasing them for a deadlock letter now, as they seem unable to organise the proverbial ‘drink in a brewery’ type situation. I put that politely, My advice to anyone investigating this company for a switch…..DONT DO IT! Poorly run, poor customer relations and generally rubbish all round. Further to my previous poor experience with Neo. Sandy, the one I was waiting to get back within a 10 day period. No surprise, no call back in that time. I’ve chased 3 times now over 3 separate days, still no call back! I’ve had legal advice this time, as a result, I recommend to anyone having this poor level of communication with Neo, to get some. Ask for a deadlock letter from Neo if they are jerking you about. If that’s not forth coming, you can go directly to the ombudsman , who will take a supremely dim view of them for not being professional in their dealings with their customers, following the legal protocol in complaints, escalation of complaints and producing the deadlock letter if they do nothing to resolve the issue. As I can’t do a review without giving it a star rating, I’ve clicked one star. The reality is …I’d give no stars at all if I could!

Appalling customer service. They will not reply to emails and you can only leave a message with the front desk. No one ever replies. They set up two direct debit mandates fraudulently and took nearly a thousand pounds from my account. These direct debits have had to be refunded by putting a claim in to my bank as NEO will not reply. Many emails and calls and no reply to any email for over two months. Would not advise anyone using this outfit. I even asked for a managers or directors name that I could write to and they said Jamie but refused to give a surname as they were not allowed to give out the names.

WORST ENERGY SUPPLIER EVER! THEY ARE TOTALLY RUBBISH. NO CUSTOMER SERVICE AT ALL. YOU CALL THEM 1000 TIMES AND THEY WILL NEVER CALL YOU BACK.ONLY A 0808 NUMBER AND AN EMAIL. THEY DONT EVEN HAVE A COMPLAINTS DEPARTMENT.

Terrible terrible service. Am now taking my complaint to Offgem as despite many phone calls and emails they are still taking £212 per month for energy we are not getting from them. They are basically now stealing my money! 6 emails and 2 phone calls on, they refuse to stop the WorldPay transaction. I can see this getting nasty. If anyone else is having issues please do consider Offgem they are very helpful if you use their protocols

On 20th May I published this review - Neo Energy Ltd - don't hold your breath. (see details below). Neo energy responded immediately to this review. 1. This is the only time they have ever responded other than their automatic responses. 2. They asked for all relevant details - which were then supplied to them by return - so that they could make a more useful reply to me. 3. Guess what? ............... I'm still holding my breath!!!!!!!!!!!!!!! Wake up Neo Energy Ltd or are you complete fraudsters? 20th May REVIEW Neo Energy Ltd. confirmed that on 16th February they had taken over my energy account from my previous supplier. And from that date I have paid them £218.18. However, as they NEVER responded to any of my enquiries I decided to switch energy suppliers again - which I have done successfully. Only to find out that Neo Energy Ltd had not taken on/or opened my account but were happy to charge me for a service which they have never ever provided. I am subsequently awaiting my refund. As a priority request (their words) I am less than optimistic that I will still be alive before I receive this refund. Still holding my breath..........

Absolutely awful experience ..with Neo sadly continues. Oddly they seem to respond to these messages on Trustpilot vs actually reply to any actual email messages. I'm actually trying to PAY Neo - but they've not managed to actually send me an accurate bill yet and now seem to have forgotten.. So 1.Even if you send emails to the 2/3 people who once replied to this they just ignore it. 2. They NEVER respond to any messages you leave with "the office". I assume that person must have a miserable job, pretending to take details and infact just watching the telly maybe? How Neo have managed to keep trading being this awful is a complete mystery. It must be just an awful awful place to work. I can't wait to actually be rid of these clowns. For anyone looking for the opposite - go to octopus. They care about their customers and their perception - something Neo clearly don't.

my night mare ever, I tried to switch from British gas to Neo, but I got a better deal with British gas, and I have been trying to cancel the switch but Neo is not allowing me, anytime I call the tell me someone will get in touch but no one does, I sent numerous emails but all they are trying to do is take money from my account.

Requested a call back from the company yesterday, they called me now, very friendly. Sandy, thank you so much for dealing with my queries so quick.

Don’t bother. You receive no paperwork no communication dispite over a dozen emails and telephone calls

My dad was very pleased with the service he received from Neo Energy. The caller Liyam was very helpful and answered all the questions my dad had to ask whilst being polite and patient with him. Five Stars to them.

Wish you could rate no stars. Not been a customer for a whole month but what a joke! Contact is impossible. Phone & online chat pointless. Stopped direct debit and moving!

The agent was very helpful, and explained the tariff and migration process very well indeed. He seemed very knowledgeable.

The call handler Liyam was excellent (5 star) but I was frustrated at how poorly information is passed out to me as a new customer. I firstly didn’t anticipate a pre-invoice for energy I had yet to consume and also the fact that due to this, no rates or consumption information was provided with the bill.

Just changed suppler the call from Jake Harvey he was very easy to understand and very helpful easy to switch over he was very helpful and good that we help save the planet plus he saved me alot on my energy to thank you Jake

Changed energy supplier today after a call from Rio Daniel from Neo Energy. Rio was extremely polite, well informed and he quickly calculated a much better deal compared to the EDF tariff, now awaiting an e mail with all details compiled. Let's hope the change over is as painless as todays discussion. Thanks Rio. Wendy Sambells

At this moment in time, we await the transfer after being contacted by UK Tariffs based in a Call Centre in South Africa while speaking to Jordan, and then his supervisor Ryan and today another supervisor forgot his name but at the end of the day beside the Big Sell approach, they were not bad. So we wait and see if Neo energy are better than Bulb(who were dreadful to deal with full of promises). Hopefully, Neo Energy will be better? if not it will be Bye Bye Neo Energy Mr Baker

I am having issues with the switchover of my gas supply, Liyam was very helpful and polite. He has promised to let me know when everything is sorted out.