Ebico Reviews 1,994

I had been happy with Ebico until they decided to change the tariff, resulting in my gas bill increasing several hundred percent due to zero standing charge being (effectively) cancelled with a large surcharge being added to tiny accounts.

That's however not the problem - they can do that - I found another supplier to move to which offered a low standing charge and MUCH lower gas prices too - and, despite the fact that I have paid Ebico by direct Debit and NEVER missed a payment EVER, it now seems that the new provider could not take over as Ebico raised an Objection.

I asked what that meant and it seems this only happens if an account is in arrears.

My account is paid on Direct Debit and has not failed to make a payment to any supplier at any time.

Now using GDPR to try to find out EXACTLY what is going on - but be warned, if you make the mistake of coming to this company, you might find they claim you owe them money to stop you moving supplier, when in fact, that is simply untrue.

Angry and disappointed at such low levels of integrity and will end up following this through to the ombudsman if that's what it takes to get the excess money refunded (the fees I have to pay them instead of the much better deal I had found) and to enable to switch to finally take place.

Very dodgy behaviour from Ebico - and no expplanation by them that they had done this - in fact in RECENT discussion with them, they did not mention ANY problem with the account, it was only the NEW supplier-to-be - that managed to find what the problem was.

Spectacularly underhand supplier

Promised to call back but never did. Promised to e-mail details of tariff but didn't. Phone lines all closed due to Covid-19 with no alternative method of contact provided for elderly customer with no internet. Web site never updated so most pages still direct you to closed telephone number. Have now failed to correctly register new tariff and are trying to charge for both new and previous tariffs. Very poor.

My mother changed from Ebico to a new supplier in February this year, all went well with final readings given and a letter stating she was due a £200 refund. Then in May she received another final bill from Ebico for £800 for gas usage. My mother nearly had a heart attack. I checked the readings that Ebico had used and they were over 4500 units higher. I emailed customer services with photographs of her meter readings and got a quick response from customer services who investigated and discovered that when her meter had been changed a year ago the information with the new reading had not been updated hence the estimated high reading. I had contact from Maddy in customer services who said it may take a few weeks to sort this out with the metering team, but within 10 days it has been resolved and the refund is being processed. I know energy companies get bad reviews but I have to give Ebico credit for sorting out this problem effeciently.

Gave a whooping one stars instead of none is cos cant... Been with for many years and happy with prices then all sudden they screw you! Forced into a minimum usage account at way more £'s than I would use as a light user...They have sold out and not interested in the low user anymore...

Then turns out they been getting my readings the wrong way round so been charged way over...I liked their philosophy when was under robin hood ( lol ) energy and had a fair deal...Now they greedy and incompetent....So much for green!! more like greed! Nah thanks:(

Shop around for those small companies that take low users as these guys have turned to maxing profit without caring about their original ethos and pathos...Greed and income = forget the ethics as that just marketing!!

Don't sign up or trust, let em get lost/ bust and use a more ethical company with hopefully better customer care for us that cant afford the luxury of running a bill up...!

This company has terrible customer service! I would strongly advise anyone else not to use them. I queried my final bill from them in April 2019, and was advised that my meter readings could have been transposed, and they would look into it. I have never received a clear answer from them, but after receiving a final bill in September 2019, where I didn't receive a refund, but I also didn't owe them anything I thought the matter was closed. Yesterday I received an email from them to say that my meter reading dispute had been rejected and the reason for this is that the query was over 13 months old! I have emailed them again for an explanation of what this actually means and asking why they are contacting me so long after I raised the query and had finally thought it was resolved!! I won't hold my breath for a response!! Atrocious company!!!!

Standard daily rate is very expensive compared to other companies.
Customer service is also hit and miss - unless you raise an official complaint they won’t be willing to resolve any issues!

I cannot use the actual phrase as Trust Pilot will not allow it, but I think you will understand what I mean. I had the mis-fortune to "sign-up" with them in the Autumm 2019, when I was about to be on there account I received a letter asking me to send the actual meter readings to them. This I promptly did & sent them to the Nottingham box no. that was on the letter. That was a complete waste of time as they ignored it & sent out an estimate, why ask if your not going to use it? Then on March 23rd the meter was read by a meter reader, but they only bothered with the electricity, not the gas, what made it worse was the meter reader had to walk past the gas meter to read the electric. I then ask myself are they using brain dead meter readers? Ten days later I receive a bill, both supplies are estimated, what was wrong with using the readings that were taken earlier? Their software for estimating gas usage is over the top, double the amount that we used. I left EDF for this lackadaisical outfit, one of the the worst mistake I could have made, I should have stayed with EDF!....Pete B, Marnhull, Dorset

Horrible company stay away, switched to another supplier still sending bills

Hands down, by far, the worst customer support I have ever experienced.

I won't even go into the majority of the problems I have with Ebico, instead, I will just describe one phone call with Paula from their resolutions team. Having had a complaint escalated to her because the initial member of their CS team couldn't understand what I was asking (this person seemed okay but grossly undertrained) she gave me a call to resolve my complaint.

She started the call completely unaware of what my complaint was despite there being a very clear email chain where I'd outlined it twice. I tried to explain it to her but instead, she kept repeatedly talking over me getting very defensive that I would have an issue with Ebico's service. She made many claims that weren't true - we hadn't submitted a metre reading in time, our monthly payments were now set at an amount that would clear our debt within 3 months, etc. - and when I asked her to check the system showing that what she was saying wasn't correct she became even more aggressive. The whole experience was quite bizarre. She said so many things I found to be unbelievable but here are a few:
- "Yes, your plan is quite misleading, to be honest"
- "You can't just use all the electricity you want, you know!"
- "Someone else is having the same issue and they're £2,500 in debt now so this is nothing compared to that"
- "If you didn't understand something you should have phoned us, that's what we're here for, to explain" *asks her to explain it now* "I haven't got time to read through all this and explain it to you!"
- *After 30 mins, I said I didn't feel we were going to get a resolution on this call so was going to have to go* "No, you're not going to get a resolution from me!"
- "You'll get a final statement from us and you can leave. I'm not going to do anything to help."

Suffice to say, we have now left.

I chose Ebico, paying more money than I could have elsewhere because of the mission they describe on their website. Being a not-for-profit and supporting those in fuel poverty. When I joined I really bought into the idea and was so enthusiastic about them.

Now that I've left I would advise everyone to stay away from them. Misleading website, contract and onboarding information and generally the worst customer support I've ever received.

Move from abico as they had transversed my readings gave wrong readings to my new supplier have raised a dispute and spent 3 days in corispondence only to be told have to raise issue with new supplier. And now I have a collection agency chasing me for money I don't owe. Leave well alone!!!!!

To charge over£100 to connect to a meter moved 2 metres is outrageous

The main issues is dealing with personnel that are emeritus incompetent. I asked to receive the list of the available tariffs and my tariff was changed without my approval. My contract is going to end in August and I will say goodbye this awful company with an extremely poor service....

We transferred to Ebico in October. Everything went very smoothly and their no standing charge tarrif suits our low consumption needs very well

Switched to this company and was with them throughout the year on a fair tariff and as i was nearing my end date i gave them a call explaining that my electricity usage was very low and asked if they could put me on to a suitable tariff.

I waited a month for my first bill which was double what my previous bills where so i made a complaint. after waiting 6 weeks i was told it was my fault that i was put on this extortionate rate so i switched to another company which is bulb who are more professional.

The nightmare didn't end there. i explained that because i needed to switch that i couldn't afford the total they had charged and needed to pay in installments which i carried on paying monthly only to get a debt collection agency calling and emailing me.

Never again. what a nightmare of an ordeal.

I'd advise everyone to steer well clear of this shambles of a company.

I am still waiting for my issue to be resolved and to get an update... the previous supplier Homeshift has entered wrong Final reading in Industry Database and they say they are liaising with Ebico but have not heard any more news re whether issue is being resolved.

Helped me choose the best package and were so helpful when I messed up.

Transfer from previous supplier was a quick, seamless and simple process. Email contact very efficient. Contract prices very competitive.