I've been with the company for a couple of years. Had issues in the early stages where my direct debit kept getting cancelled. I restored it, it took money for a month or 2 and then cancelled again. I spoke to an adviser (after a 20 minute call wait) and they said they didn;t know why, and I could pay monthly over the phone instead. This was ok, if time consuming (always a fair wait). I thought of leaving, but was on a duel fuel loyalty bounus if I stayed 2 years. Recently they set up online payment which helped - although I usually had to try 3 or 4 times as there was always an error message. After 2 years - no loyalty payment - the reason was that I wasn't on Direct Debit (which they told me not to use) - one standard email response, but nothing since. I now cannot pay the bill online - the error message that came up crops up every time now - tried for 30 minutes at a time with 3 different cards....Tried calling - 30 minute call wait before I had to hang up - tried 4 times over a week. I have now emailed them - please let me pay!! I cannot pay DD as you cancel them, I cannot call you as I cannot afford to wait hours (with 4 kids to look after), I cannot pay on line...My email was sent 5 days ago - and still no reply - although I am expecting a letter for none-payment any day now... No loyalty bonus (with no personal reason why), no way to pay the bill, no way of seemingly contacting them, and repeated appalling service. As soon as this bill is settled, I will be looking for another provider. My bills jump from £70 in the summer, to nearly £300 in winter - I only live in a bungalow!! They also asked me if I wanted a smart meter fitting - gave me a date, which I booked off work - and no one turned up - again, no response to any email... Honestly, I never complain about anything, and only found this place to vent as I was seeing if there anythign I could do to pay my bill!!!
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