written by Robles155 on 17/06/2014
Ecotricity's billing system is apparently hard-wired to estimate your usage based on prior consumption at your property. So bad luck if you're a single person living in a property last occupied by a large family who stayed home all day, or you're just making the effort to use less electricity for the sake of the planet or your wallet; Ecotricity will just keep billing you the same. That's likely to be at least twice what you owe but probably a bit on top of that for good measure. So not so environmentally or consumer friendly after all...If you complain, they'll offer you a regular monthly payment - of twice your monthly consumption. Or ask you to read your own meter and send them the details every time so that they can withdraw their massively inflated bill and issue you (at the third time of asking) with one that actually has some relation to reality. After all, why would an electricity supply company actually bother to get your meter read when they can just issue a fantasy bill instead? Little short of scandalous. AVOID.
written by s..temp on 11/01/2014
I can only say that there customer service is non existent at weekends because I am on a key meter I have to top up with a key unfortunately when I first topped up my key I forgot to register key first I topped up put in meter and it didn't work I had no electric with a toddler there was nothing I could do I rang Scottish power and they was incredibly helpful I managed to top up again with them I wish they had a number to phone at weekends
written by hostelgirl on 05/12/2013
I switched to this provider, Ecotricity electricity and Gasfrom Atlantic earlier this year and so far have not had a great experience. I swapped because i wanted a more environmentally friendly choice and customer service where you are not constantly sales pitched services at every opportunity. Yes it has been an eco friendly choice and the prices are not dissimilar to what i was paying before. I have been greatly disappointed with the customer service side of things though. The first main difference is that you do not have access to an online account so you either have to phone or use emails.To someone who is used to this convenience, it seems in the dark ages not to have one. I tried to phone once with the number it gives as an alternative to the 0845 and after afew rings it disconnected so i had to use it anyway! I have been with them nearly a year now and swapped for my electric and gas at the same time but it is only this quarter they have managed to sync my bills even though i swapped at the same time! On one occasion an email took over 2 weeks to be resolved and had to be passed to a "customer service champion" (who did resolve it). The latest disappointment for me was when having overpaid this week, i asked for some of this to be refunded to me and i was told it would take 10 days. With other companies i have been with (Atlantic, Npower etc, even BT for phones) this has only ever taken 3 - 5 working days so why so long with this company? When i switched to Ecotricity, i was torn between them and Good Energy but now i am wondering whether they would have been a better bet. I do not think i will be with them that much longer.
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