Company Details

days days and more days......repeated invoice requests and repeated promises....nothing....right, time to find another supplier.. still waiting a call from the meter reading department....so until they respond....dead direct deibit...will these thick people ever learn

I recently changed to Neo Energy by completing an online application after using a comparison website to say that I would save over £100 by changing to them. But had not received any email communication from them and the first payment had gone by direct debit. So I emailed them and did a live chat on Saturday. They replied that as it was Bank Holiday they would get someone to look into it first thing on Tuesday. And they were true to their word. They contacted me this morning. I spoke to Candice. She was very polite and listened to my concerns. She said that an email had been sent out but sent it out again straightaway. She checked the email address which was correct so I am not sure why I didn't get their emails the first time round. But she was very helpful and answered all my queries and I am very happy that I made the switch.

I think Neo energy have been a victim of their own success. By offering very cheap tarriffs, they seem to have been overwhelmed with new customers and with new staff who were not very experienced, I encountered lots of issues and it has been a headache getting it sorted, as they seemed to lose a great deal of staff due to the issues. However, Candice is my contact now and she has been a star- professional, honest and importantly calls me to update me on the progress of my issue when agreed, and also when new information is available. A credit to Neo. Please, please Neo; invest in more training for your other staff- they need it - they deserve it. You won't succeed without them.

Great customer service from Tiffany who resolved my outstanding account queries.

Having spoken to Dean Logan on the phone I have decided to give this company a go, I have had a nightmare with my current provider and want to see if this company will be better with green energy I am all for it It's early days as I've only just signed up so will see what happens But Dean Logan was very nice explained everything perfectly would give him 5*

So far so good. Two months into being with them

So I posted the message below a couple of weeks back and Neo Energy were very quick to get in touch with me, which was great, as I never got a reponse before, asking for my details which I provided. But still nothing has happended and I keep getting invoices Inv No: INV-10058. DO NOT USE THIS COMPANY! This company is so frustrating to deal with. I was looking to change energy suppliers and signed up with Neo energy as you can change or switch suppliers at any time with no penaties. However, having read some poor reviews I decided to go with another company and never actually started my contract with Neo Energy. They persist in trying to bill me and I must have emailed them 20 times and tried on nurmeous occasions to call the customer services but no one ever responds. Obviously, I do not owe them any money as they never supplied me with any gas or electricity, but their service is very unprofessional and quite intimidating. I would not recommend this company given my experience!

Liyam - one of the help desk team did am outstanding job for me in sorting out any problems or barriers to me switching to Neo Energy. He did so with drive, enthusiasm and a commitment to investigate and sort - which he did ...

The Neo staff person, Sandy, was informative and helpful. I wanted to switch from my present supplier to Neo and was ably assisted by Sandy.

I spoke to Candice who was the customer services representative, and I was very pleased to have someone who was very pleasant and helpful with the guidance I required for my queries. She was informative and gave me the advice to resolve and move forward with My request.

We were moving our dual fuel account from our previous supplier in mid February. Everything was going along fine until Neo had a problem identifying our Gas meter using its MPRN number. I checked our old bills from different suppliers over last 10 years and gave Neo the MPRN number it has always been. It took a while to sort it out, having discovered that our MPRN number was also associated with another meter. But that saga was eventually resolved, mainly through the persistent and excellent help given to me by their staff member Candice who worked tirelessly on the problem on our behalf. The five stars awarded is primarily due to Candice’s efforts. I know Neo Energy is a very new and young energy supplier in the U.K., so teething problems often occur in such young companies. However I am now hopeful that they will now provide us with a good and improved customer service as, prior to Candice taking on the saga, Neo’s customer service was dire at best. Fingers crossed for our future relationship with Neo.

I was supposed to move my dual fuel to Neo energy on 9th March, as of today, 23rd April, they have still only taken my electricity. I have called weekly, asking to be called back as a matter of urgency, sometimes they call back the following day and promise it is all in hand, yesterday they told me no-one had asked to transfer the gas bill yet so I was paying the higher rate at the old company and it would take at least 21 days to move. I cannot get a £500 refund from the old company until they finalise the complete move. I have not been able to get a bill our of Neo telling me how much I have used and what my balance is. I am now in a state of flux with electricity having been moved and gas not so difficult to move to another company! AVOID

Excellent service good advice, thank you Sandy, 😊😇😇

The customer service lady I spoke to was helpful but not always easy to understand & seemed to rush things somewhat & I had to keep asking her to repeat what she said. However the quote I received was very competitive so hopefully all will be good

Apart from a little hiccup at the beginning I found Neo Energy a good company to deal with, especially Sandy the the lady I spoke to on many occasions she was very helpful.

Liyam was very helpful efficient & friendly.

Had a very helpful call with Tiffany who finally sorted out billing issues. Good service Also am moving house & Sandy in new Team was equally very helpful in sorting this. I think as others have said Neo Energy has made improvements recently as a couple of months ago, trying to talk to anyone was almost impossible

Received a phone call from Liyam that has been dealing with my query. Had really given up on this Company but thanks to him everything has been sorted. He told me they have got a new customer service team. Well done, keep up the good work.

Just switched to Neo for electric and gas. They have taken on the electric account but not the gas! BG confirm they are still my supplier for gas so i am now paying for gas with two providers as Neo refuse to accept they have failed to switch me properly. I cannot get an answer from them. The customer service is appalling. Leave a message and days later still waiting for a call back. Will switch away as soon as I can. You get what you pay for. Cheap energy but heaven help if Neo make a mistake. Wish i had read the reviews and not blinded by the low prices. Its not worth the hassle, if they are still around in a year or two i would be surprised! EDIT: Just been advised that BG are withholding the meter readings from Neo. So the switch cock up isn't down to them after all- however it has highlighted their poor customer service from day 1. It shouldn't take weeks to get told this 2ND EDIT: Still not solved. cannot get to speak to anyone. Nobody calls back. I cant do anything with the ombudsman until 8 weeks has passed, so only a couple of weeks to go. Total waste of space. Awful company to deal with...and i've dealt with Britsh gas so thats saying something.

Excellent swift customer service - Tiffany was great - she knew exactly what was required and retrieved the data required.