Ebico Reviews 1,994

Asked them 3 times for my money back that i over paid. They said it will be with me tomorrow but bank not open on Saturday. So wait till Monday if its not in bank i am seeking legal advice. I switched via look after my bills. So if they dont refund me there in trouble as my meter reads are up to date. I got email stating how much so they carnt squirm out of it. . Never go with ebico. They used to be good but i think robin hood energy is just plain robbin now

What a fraud company.
They always let me down with the estimated bills. Charged me 542pounds when i left the company.

0/5

The first year of a fixed tariff came to an end but the website switching page did not allow me to switch to the lowest tariff. I sent in a screen print about a month ago but have still not had an explanation. I did manage to switch by phone.

To this day I am still being charged £33 per month, 3-months after I called to cancel the service as I have moved property.

Impossible to get on the phone to speak with anyone, I have emailed and will be making a claim via the appropriate channels to reclaim the stolen funds + overdraft fees.

Needless to say, don't bother using Ebico.

Good luck!

Totally incompetent administration at this company. I have been with Ebico for many years, going back to when SSE in Perth used to run the billing system for Ebico, way before this tie up with this useless Robin Hood Energy outfit.

As Ebico / Robin Hood do not employ any Meter Readers or believe in the use of Smart meters, all you get a string of estimated bills, which are always hugely biased towards a financial plus for Ebico. I have mailed photographs of the meters / readings, even gone to the extent of sending a correctly calculated bill to Ebico - what happens - they just ignore your letters and carry on with their estimated bills and demands for non-existent energy consumption.

When you dispute their errors, they then call in debt collectors to try and recover their fraudulent invoices - currently using some outfit called 'arvato' to try and bully consumers into paying for their (Ebico) own incompetence.

Do your self a favour and go elsewhere for your energy - Robin Hood Energy, the owner of Ebico have lost something like £35 Million according to the National Press so far since 2018, so hopefully the tax payers of Nottingham will sort out this company for good.

5 months after leaving Ebico I eventually received my final bill which had an incorrect final electric read that was higher than what it should have been. This resulted in an inflated electric bill.

I contacted Ebico about this and they informed me that final reads come from the new supplier and not themselves to ensure that both old and new suppliers have the same final and initial reads. The idea is that both suppliers will have matching reads so no overlaps or gaps in meter readings should occur. However, the final electric read used by Ebico was not the one supplied by my new supplier but one that they estimated themselves which resulted in overlapping meter reads that the system is supposed to prevent. So despite knowing the rules and actually telling me them, they ignored the rules and used their own estimated reading rather than the one supplied by my new supplier!

The onus was then placed on me to contact my current suppler to resend the electric reading to Ebico for them to use as the final reading despite, I imagine, Ebico already having it in their database. There was no suggestion that they would look into their records and investigate why the final read was *estimated* rather than the *actual* read sent from my current supplier. Nor did they offer to contact
my current supplier to ascertain what happened between themselves.

After I contacted my current supplier and received confirmation that a data flow was re-sent to Ebico for them to use as the final read, I received a bill reminder letter from Ebcio instead of a corrected amended bill!

I contacted Ebico and again, they repeated what the rules were surrounding final reads but this time they insisted on using their own estimated final read rather than the read given by my current supplier! I couldn't believe they were blatantly contradicting themselves. It was clear from the content of the email that I was dealing with someone who didn't know what they were talking about and who was unhelpful and unsympathetic in trying to resolve the issue. It seemed that I would need to go to the energy ombudsman to get this resolved as I hitting a brick wall with Ebico. However, with the amount of time
and effort I already spent trying to get Ebico to correct my final bill (the people answering my emails seem to be only capable of reading parts of emails rather than the entire content which resulted in me sending many emails to them to get all my points answered), I decided to cut my loss and overpay what I owed to Ebico as the disputed amount was not worth spending any more of my time on. Instead I will not be returning back to Ebico when I start to shop around for a new energy supplier even if they come up as a cheaper supplier. The whole process of contacting Ebico was made worse because I couldn't speak to anyone on the phone as they shut their phone lines whereas in contrast I could talk to my current supplier when I asked them to resend the electric reading to Ebico. Ebico owes me a refund!

Ebico is the worst company I have ever had to deal with in my (not short) life! All my bills were totally paid up to date - but 29 June I received a call from a DEBT COLLECTOR stating that an amount of £285.82 remained unpaid. I immediately emailed Ebico listing every Bill Number/ Bill amount/Meter reading/ Payment (over 20 months) since moving into my property. Kerry Millar of their Complaints Team completely ignored this information sent to her 29 June. I then emailed her the date the cheque was posted (8 April) and the date it cleared through my bank (30 April). I heard nothing. It was only after I contact the Citizens Advice Energy Complaints Department that Ebico confirmed on 23 July that my cheque had been cashed but not credited to my account. I requested documentation that the debt collectors had been advised that the referring me to debt collectors was a mistake. Kerry Millar's email advises me that because Ebico had failed to credit my payment to my account, it was in arrears at the time when they referred it to the debt collectors and therefore it was correct that it was passed to the debt collectors!! And that came from a "Complaints Officer"! I have never been referred to debt collectors in my life before and I object to it happening this first time due to the inefficiency of Ebico.

Had to give 1 star as 0 stars was not an option ! What a horrid and nasty company. We have been loyal customers for the last 3 years and never had a problem, then this week our meter stops working and all hell breaks lose! I have rung every single day for the last week and had to explain my situation on every single one of those days like it’s a new case. I’ve had different men come out into my home when I’m shielding to do absolutely nothing. Even though the meter wasn’t working we still had electric in the flat, and when the first man came, he checked the meter and said ‘you’ve still got electric’ and I said yes and he snapped at me ‘so why have you called me then ?’ To which I replied that the meter isn’t working and w can’t use the key to top up as the screen is blank so we can’t top up! He said he was u able to change meter As he didn’t have the right one on the van and that someone was gonna come that evening to fix it .... I waited until 10pm and no one came. Next day I rung and had to explain it all again, they sent someone out to come and replace the meter and he came after a good few hours, was in my flat for about 10 mins, told me I needed a smart meter As they don’t do key ones anymore. Then he said he needed to make a call so went out to his van where he sat for 45 MINS! He finally came back and said ‘yeah so you need to phone them up again and book someone to come and fit you a new meter’ , to which I told him that that’s is why he was there, he just said ‘don’t book it just yet though as you’re getting free electric at the moment so wait a bit’ and laughed. Then he left. Soon as he left I rang Ebico for about the 8th time and explained myself again and the lady had me on hold for 40 mins, before coming back on and telling me someone was supposed to come at 8pm to fit it but as no one told me she needed to confirm that with a colleague. Fast forward to an HOUR later on hold and she came back on and said the following- ‘so we can’t arrange someone to fit you a new meter Cos the worker who came today has said that you and your partner were having a domestic and he didn’t feel safe in the property so he left, so he has now put it down as a missed appointment and you know owe us £75’ gobsmacked !!!! I protested as my boyfriend was in our bedroom the whole time the man was here! So she put me on hold AGAIN, and then came back and said the managers aren’t prepared to wave the fine and so it has to be payed before a new meter can be installed. I told her how can we afford this when we are on benefits and I refuse to pay it anyway as it’s just not true. And she said that if we didn’t pay in full then every time we topped up they would take some of the money from that until it’s payed off!! Honestly, I was so lost for words on the phone I was literally blank, all she said was sorry and to call back in the morning to pay the fee. Needless to say I will be calling back and demanding to speak to a manager Cos this is appalling service ! I’m not even angry I am actually really really upset. I shall be 100% going elsewhere now. AVOID.

UPDATE- Spoke to someone this morning and they said that the man who came out yesterday had wrote that me and my bf were PHYSICALLY FIGHTING! Like punching each other etc.... who does that !!! Unbelievable! I still had to pay the £75 as they said if I didn’t they would cut my electric off. My mum had to pay it for me Cos I can’t afford that kind of money. Someone is coming to fit a new meter Monday but suggested I was out when they come incase it’s the same man! So now my mum has to book time off work to come and sit here whilst someone fits a meter in MY flat! Ridiculous !!!!

I contacted customer services in order to ask some questions prior to switching to Ebico. I had a prompt email back giving me a phone number to ring to discuss the matter. I tried ringing but my phone reported that the number wasn't recognised. So I emailed back to inform the lady of that. No reply yet after 4 days. I phoned another number from the website and simply got a message telling me to email. So I emailed again. No reply from that. I then emailed again and asked for details of their complaints policy. No reply. In all my emails I provided my land line and mobile numbers. No calls. Nothing. Whilst it seemed that their rates were very competitive, I have no intention of moving to a company which cannot achieve the simple tasks of responding to emails and making a phone call. They can't even supply a phone number which works. What a shambles. What disrespect to a potential customer. Don't they want new business?

Worst company ever. Switched to them after being with another company for years but ended up switching back straight away after the estimated bill was a lot more than stated. Stated I’d have to pay a fee for time I was with them which I received which was 74p!!! Now been plagued with phone calls for the 74p yet your payment system doesn’t even allow payments under £1!!! I will never recommend you to anyone

I used them with at a previous location and did use them again when I moved

Closing and opening of accounts has not been a problem (would suggest that as soon as you move in or out you take a meter reading as evidence (confirmed by a picture via a mobile phone or digital camera) and also the same if you are transferring from one supplier to another

They do say that the camera never lies!!

make a note of the meter number too

Perhaps a lot of complaints could be sorted out by calling direct and not via a website

I speak as I find and not all things have gone smoothly

I would never have switched to Ebico given the choice as the switch seemed to happen automatically for some reason.
I have come to the conclusion that their customer service is something that needs to be worked on. Just a simple thing of submitting a meter reading by email is made almost impossible as each time you submit a reading, it says the email address is not recognised. All I want to do is submit a reading which shouldn't be that difficult.

Terrible service and communication skills - this company has no idea how to give customer service and fails to meet the basic needs of its customers.
I have written to Ebico 7 times and you cannot phone them as their lines are closed.
I would never chose this company for energy supply again.

Atrocious. Avoid at all cost. When I switched to them, they raised a dispute with my previous supplier, which had overestimated my final reading. They eventually agreed a lower reading, but I'd already paid my final bill with the other company, so Ebico were now charging me for electricity I'd already paid for. Months of email exchanges ensued, Issue not yet resolved and will probably end up with the ombudsman.

Good company, have great customer service and quite cheap compared to others.

Ebico increased my monthly bill by 1/3 without warning. To change companies, I was sent a bill of almost £200 without any explanation, warning and, with emails, just a 'it's on you, mate' from Rosie, Jack and Leanne at the company. Decades of paying my bills and I've never experienced this level of poor service, high prices and poor communications - no explanations, just "pay your bill".

This company should be shut down. They found out I was in hospital and sent a bill to my home address for over £8,000 for three months gas and electricity - for an empty house!

They refuse to respond to a Subject Access Request. I have now reported them to the Information Commissioner.

Dear Ebico,

Thanks for my final bill, I contacted Ebico when I was struggling to pay their increasing energy bills having to exist on £10 per day. I joined Ebico when it was an ethical company and dedicated to fighting fuel poverty. I had been with them for years and always championed their cause, even recommending them to friends, but the best advice I got was to change tariffs to one slightly better, not great but I was fine with this until the next email from Ebico explained I had to pay a £60 exit fee - this is to swap from one tariff to another in the same company!!! I'd had enough and joined a company that still has principles - very green and no exit fees!. I awaited my final bill glad to see the back of Ebico and was staggered to discover they demanded £214.32 which I thought was pretty disgusting. Ebico has changed from a company that fought fuel poverty to being the cause of fuel poverty. I don't think I'll be recommending them to any of my friends, maybe to my enemies. It's left a sour taste but at least I'll have a bit of fun on social media.

Like many others I have experienced difficulty in trying leave . They say a debt on the account prevents me from moving but fail to provide any means of paying that sum off. In doing this they keep me on variable tarif which is a third more expensive then the cheapest alternative. No customer service during corona virus accept emails which take a week for a response. Shockingly bad - I would expect an investigation of their practices at some point as all the people I know with them have had the same issue.

Do not be fooled by the nonprofit but. They are sharks

Unfortunately , I am not able to rate zero stars or else I would be.

Where to start with this just awful company. First I had issues with incorrect meter readings which was never resolved despite complaints. Then as a zero standing charge customer they decided to change my tariff and sign me into a period of standing charges resulting in me owing them over £150 of standing charges. When this would have been next to nothing. I had asked for all communications to be sent via post and not email.

Having raised a complaint the customer service has been awful, they avoid valid points and try to divert around the key issue. Extremely long response times and just an awful, stressful company to deal with. My issue is still not resolved and they persist with threatening letters. It seems that GDPR marketing laws do not apply to this company. I notified them I wanted letters by post not email and they ignored this. I will be reporting for breach of GDPR at least.

The stress isn't worth the money, I will be paying them their incorrect fee and moving away. My experience is conclusive with others on this review site. AVOID AT ALL COSTS.