Dual Energy reviews

Would have been five stars but for the 1 hour and 8 minute wait in the queue listening to music.
Sophie, the operative, was super efficient and knew her stuff. She was able to swiftly progress my enquiry and inform me of my next steps. Pity about the long wait.

My initial contact with SmartestEnergy has been very positive it didn’t take long to speak to a customer service agent, on request they changed my plan from a fixed direct debit to a variable one and they have been very helpful re the switch over date. I hope that this really good service continues.
Thank you.

Harry continued to be helpful by arranging for my direct debit to be switched to a post pay variable direct debit meaning my bills are received as invoiced amounts so that the actual usage is only taken by direct debit. Thank you Harry, …

At first i was having a really bad experience with SmartestEnergy Business , I found it very difficult to get through to them at first. But once I got through to Steve Truman he resolved all the worries I was having. he has brought my …

I’d like to amend my review as far as I’m concerned I would encourage you to sign with any other firm. Although I thought the customer service was good they never actually solved my issue. I rarely write reviews but from the bottom of my heart I recommend everyone to stay as far away as possible from this company, they are a disgrace

Shocking And disgraceful lack of service. Endlessly on hold no matter time of day. Then they answer and cut me off… No reply to my emails. Ofgem is my only option. Niw I’m going to cancel my direct debit..maybe then they will respond to …

We had a couple of problems with the payments and charges on our accounts. Three people failed to resolve the problems but when I spoke with Harry he was very supportive, knowledgeable and helpful. …

I spoke to Nick in customer services. He dealt with my issue very swiftly and was very empathetic to my situation. He offered various options of ways to resolve the issue. Very pleasant to deal with.

Had to wait a while to get through, but Charles dealt with my call in a very professional manner and dealt with my enquiry efficiently.
Have been with this company for several years and never had any reason to complain

Absolutely awful company. They take more each month via direct debit than the total of my bill. I am £1000’s in credit with them. I want my credit refunded and them to reduce my direct debit in line with my bills. But they will not answer …

I have had a serious issue with my account and have been trying to sort it out for a while without any joy. Today I managed to speak to couple of very helpful people namely Puja & Harry who have assured me the problem will be sorted. I am keeping my fingers crossed – here’s hoping.

I had a call pushing me into going with them saying they will be the cheapest. I said yes but thought I would do some digging as you kept pestering me everyday and thought it didn’t sound right. Within a week I said I’ve changed my mind and …

Shocking customer service – emails not answered, phone calls not answered, direct debits not matching invoice totals, no government bill relief applied to invoices even though they said this would be the case when we switched the accounts. Lost for words

Wouldn’t even give them 1 star but no other options.
35 years as business energy user Smartest Energy are by far the Worst ever experienced. …

I bitterly regret choosing this company as my supplier. Like many have mentioned, despite giving actual readings, they’re billing me based on estimates. Multiple emails have been ignored so I’ve cancelled the direct debit in a last ditch …

It took 5 calls to get through to speak to someone. 4 pervious calls I waited 30 mins but didn’t get through. Eventually got through after 25 mins wait and that was phoning on the dot of 8:30am when phone lines opened. The person I spoke to …

Avoid. Avoid. Avoid.

Have failed to apply the government saving scheme to my bills despite ringing …

What ever you do. Do not use this company. The worse customer service I’ve ever receivied. We actually left the smartest Energy business and paid the horrible bill £4830 of 3 months. But they don’t give me back final bill , new company …

wish i had never been sucked into swapping over to them, never answers emails, never answers the phone, stuck paying a direct debit that will be 3 x higher than our consumption because the sales advisor lifted our previous usage and gave …

I spoke to an advisor called Foyzal. My tarriff was changed and I was happy to leave SSE. I just want to say thanks for the good service and being polite. Times are hard now and a bit of friendly service goes a long way.

I have an issue with an Estimate Bill, Harry @ SmartestEnergy was extremely helpful, patient and knowledgeable. We now have a plan to move forward, would definitely recommend based on Customer Service.

Customer service is shocking! I’ve sent 4 emails which are ignored and have been trying to call them for a week. You go into a queue and after 20-30 mins get cut off! So frustrating.

I recently signed an application form to obtain electricity supplies from Smartestenergy. I had a couple of questions and called the two telephone numbers supplied. No reply from either number after holding for 10 minutes on each call. …

90 minutes to get through on the phone. It is laughable! When I finally got through the people were great. But a 90 minute hold it very poor.

I have had a great experiance with smartest energy over many yrs, from the sales agents to the customer service agents, mainly Agent Foysal who sorts/resolves any issues you may have …i would highly recomend smartest energy …im very …

I can’t give this company any stars (althought I have to give one star to leave a comment) Smartest Energy Business just don’t answer the phone, reply to emails or reply to posted communication when sent recorded delivery. I can’t raise a …

Charles was so helpful and friendly when renewing our energy contract. Smartest Energy are a great company. Thank you.

Have tried phoning lots of times over the last 14 days, some times on the phone 45 mins, can’t get through, have sent 5 emails, no response, very frustrating very disappointing , will not be continuing with this company

I recently signed an application form to obtain electricity supplies from Smartestenergy. After real trouble because not give answer call and not reply email I’m stuck and two time they are coming to take off the electric

Due to change in company’s circumstances Smart Energy and the lady (Sue) that dealt with the issue resolved the issue with no fuss making the experience very positive.

Coming to the end of a 2 year business contract I had a few questions. The advisor Harry answered all of these patiently and clearly. He also completed the follow-up actions we agreed. The service has been consistently good and I hope that the renewal prices will allow me to stay with them.

Had a very positive experience with your representative Charles
Explained everything to me answered all my questions .
Cheerful and professional

Appalling customer service. I have spent 1 month trying to get a reply out of these people. Multiple emails have been ignored, several attempts to get through on the phone have not been successful – you will be on hold until the end of …

Long waiting times on the phone to be told “I can’t help you”. Staff don’t sound very happy to be working here. …

Nothing was too much trouble for the advisor. Very helpful and dealt with all my queries.

Have just moved our charity’s account from SSE to Smartest Energy. Once I finally got to speak to an agent (after 1 hr 45mins in a queue), Forsal was efficient, patient and effective in explaining details of the new account, the initial …

Martin, the call handler/customer liaison officer was excellent in his approach. He was calm, lucid and gave sensible no nonsense answers to my questions and dealt with the problem succinctly to the point where he rectified the situation within ten minutes.

Had the pleasure with dealing with Harry. So pleasant to deal with, patient and his telephone manner was Immaculate. Gave me every confidence that my query was being dealt with and also had the Courtesy to email me our conversation. Wish …

Charles was great, informative and honest, easy to get hold of too which was good!

Customer service personnel was brilliant to talk to and get the our Charity electricity contract renewed, keep up the good work!!

Appalling service – Charged 25% Vat – Charged double the KWH we actually used – have not applied the government energy discount – But have continued to take Direct debits even though I was assured they would not – Asked for a refund – No response – This company needs looking into

Absolutely hell of a company the stress they have caused me is unreal. I have sent 7 emails over 3.5 months no reply. Payment wasn’t taken on the original date then I stopped payment due to needing advice before I pay. Off course contacted …

It’s one of the worst energy company. My business is eligible for the government energy bill relief scheme but they do not apply for it to the invoice. I can see there are many customers have the same issue with the Smartestenergy company. …

3 hours on hold yesterday never spoke to anyone as the line disconnected after the second hour impossible 3rd attempt to get through already an hour hold message just repeats about their online account which can’t help me or their podcast absolutely painfully and the reviews indicate this is not a one off same story for months

Spoke with Daniel about an issue which came up fault of the 3rd party broker but with his help he rectified my problem and looked after me great communication from Daniel thumbs up from me 👍 …

Customer of this supplier worst ever no one to answer the call takes 3 hours to get through

David was very understanding about my situation and gave clear and friendly advice

Would give them 0 stars if I could, started off well, but missed one payment when I was on holiday and they quadrupled the price of my energy and shut off the electric to my business for 3 days without notifying us. Making me lose 3 days of …

Best customer service I’ve ever experienced with energy companies. Mr Harry I was talking to was very helpful and well experienced. That’s how the customer service should be. Keep up the good work.

We had an amazing experience dealing with this company and our rep “George Braham” including his manager (we couldn’t catch his name) was exceptionally professional and courteous. Upon explaining our current circumstances we were advised …

Nick was incredibly helpful and ensured calling me back at the agreed time to confirm some details. So apart from waiting over 40 minutes to get through the service was excellent.

Useless company, when you call or email customer service no one answer the phone or reply email back totaly useless company.

They answered quickly the call and supported me with my query.

Cannot get hold of ANYBODY! An absolute joke of a company stay away! I have emailed and called so many times in the past 2 weeks (over 2 weeks now) because I have an issue and I cannot get an reply or just sit on hold with no answer. Can …

Harry is great guy, sorted my issue today 👍🏼 …

I am a new customer who wanted to change their budget plan to VDD.
I spoke to Foysal who was extremely helpful and set up this new DD for me and advised me to take a photograph of the meter reading when I change providers.

Absalute joke of a company. Complete rip off. STAY AWAY. Change contract ASAP. So many complaints on this firm, all replies from them say they cannot trace the customer. Hogwash.

The help I received was very good. The low rating is due to the fact I had to waite about 3/4 hrs holding on the telephone before I could speak to someone.
John Adams

Hayley was great. Very helpful, friendly and informative – she deserves 5 stars, but I was on hold for 55 minutes before I was connected which is very poor, so 3 stars overall

Alison was very helpful and resolved my query quickly and efficiently

Great friendly help from Charles, both polite and knowledgeable about the products

Customer services agent Karen was a joy to deal with. Efficient, understanding and patient. Solved my queries and even rang me back instantly when we got cut off. …

The staff were pleasant and efficient. Many thanks

Over the years I have had a few issues with utility suppliers, not least of all Dual Energy. This all changed when Smartest Energy took my account over. Great service, competitive edge and a great backroom team. The only reason I am not …

I would put a 0 in but it won’t let me.
My service should have started a week ago but i am still waiting and can’t get an answer, strange though my DD is ready to be paid to them. Wish i’d never heard of this lot

Spoke to Emma who made the transfer from ourselves to the new owner of our business simple. This was the easiest of all the transfers we have had to make and Emma was very helpful, pleasant and cheerful.

Excellent service once through quick and easy.

Very satisfied with their customer service, Thanks Daniel.

Non existent customer service, they don’t reply to emails apart from to say they’ve received your query…then nothing! They don’t bother to answer their telephones. Very stress inducing to deal with.

just got off the phone with Samantha from credit control and she made me quite emotional with her kindness. Thank you Samantha for helping my hotel over this crazy time, its really nice to see that the big boys can be human in these situations also! Tudor

Great help from Steve.T in sorting out our issues

David was extremely helpful- nothing was too much trouble for him.
Thank you so much

This must be the worst electricity company ever! I found out in March (now end of November) that I was over charged by over £1200. When I raised this, instead of offering a refund, I was offered a slightly reduced rate on my bill. Still …

If you are encouraged to switch your gas or electric provider to these people JUST DON’T DO IT! The customer service is terrible and they just DON’T LISTEN! They invented a whole new flat & address for our company & tried to charge us for …

Positive response even to the point of remembering me from a previous call. There is every reason to believe that Steve T has sorted out the problem which stemmed from an errant email regarding a DD payment which appears to have been a residual of the earlier contact.

Top rated customer service electricity supplier, despite the situation and the energy crisis Charles helped me into the renewal process and saved me money.

Mark dealt with my query for the company I work for, he was thorough, professional and extremely helpful. I would definitely recommend this company.

Hopefully after the phone call with Harry the refund will be sorted out , thank you.

Sorry – Stay well clear – They turned our power off without any prior warning because a third party said they had taken over the lease on our building – which I might add we own. When I phone them I have, as expected to provide various …

Pleasant friendly, new his stuff and reassuring.