"I took a 12 month dual fuel contract with Economy Energy. From start to finish they have been one of THE most useless organisations I have come across. They have failed to act upon the perfectly good direct debit mandates that they had, despite having confirmed that these were in place. When I chased for them to debit me they said they would but then did nothing. Meanwhile after 6 months of this their debt collection department was threatening debt recovery and even though the so called "customer service" department and "Senior Complaints Manager" told me these threats should not have been made, they then said that they might not be able to stop further threats being made, even though they acknowledged that I was not in the wrong!.
At about the 5th attempt and after around 8 months Economy Energy managed to start taking payments for Gas but failed to do anything for the Electricity account!
They apologised for their very poor service when I complained and on 2 separate occasions offered small refunds by way of apology - they then failed to pay these which I had to chase.
When trying to move to another supplier at the end of the contract the so called "live help" gave me conflicting information (the same person contradicting themselves), confirmed the wrong contract end date and then told me to ignore any formal contract letters sent out at the start of the contract as they "were wrong".
In the end I made a formal complaint to the Energy Ombudsman who found the service of Economy Energy to be appalling.
My experience of Economy Energy is of an organisation that has zero operational efficiency, no concept of customer service, separate departments that work independently of each other with no idea of what is happening and a live "help" facility that seems to make it up as they go. My advice is that even if they are offering reasonable tariffs, avoid them like the plague unless you want to waste many hours dealing with their errors!"
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