Eversmart Energy 

Ihad a call to say my contract ended three months back. I knew the account was £300 in the red but they quoted me £13 a month to continue with them less than I was currently paying. The call centre is in South Africa and the agents are difficult to understand. The call sounded like a scam so I check with switchwithwhich and found a cheaper provider. I got another call two weeks later asking me to continue with them and wanting me to pay the outstanding balance by credit card. It sounded like a scam so I refused and told them to collect the outstanding balance by the already set up direct debit in two weeks time when the contract ends. The website is terrible. I attempted to call them and the wait time was 18 minutes. The chat system on the website promised they would get back within two days! With service like this and no longer competitive prices who would use them.

The staff in this company can not resolve any issues. Every time I had a problem I was on the phone for at least 1hr before I'm told that the customer service advisor couldn't deal with the issue & was either told I'd get a call back or email as soon as possible, which you never get, or you're sent to a different department & told that they'll review the issue. However nothing gets solved after numerous calls on many occasionan. They never respond with any form of communication. Nothing is dealt with until you actually talk to a complainant's managers, who is miraculously able to sort the issue in under 10 minutes. Even trying to switch to another supplier is an issue with this company. They had blocked my switch, so when I asked the reason why the response was because I haven't been issued a bill in 6 months, which was my original problem to start with!! . DO NOT JOIN, they're not worth all the aggravation.

I don’t normally leave reviews but I’ve had to in this case!

I switched to these as they were the cheapest, and I saw an Instagram influencer share on their story.

I put a request to switch on 26th June. 15th July came and had an email saying electricity had been switched over to them but the gas hadn’t. First direct debit came out, didn’t think to much of it.

Called eversmart today I was on hold for 50 minutes before I got through to a rude customer service agent who answered the phone saying “what’s your name?” No hello, no sorry for your wait, just rude. He then tells me I don’t have an account with them. And told me of the names of the past tenants in the house. He just abruptly put me on hold where I waited to be put through to someone else. Another 25 minute wait so 75 minutes in total. I got through to someone who said my gas hadn’t been accepted for the switch but my electricity did, strange I thought as it was the same company. Offered a refund for the gas I have paid for. But then wanted to check the national database which said I was a customer with them. She still didn’t really know if I was a gas customer yet tho. Still don’t have confidence with the company and will definitely be switching if I can. Anyone who is thinking of joining. Read these reviews as they are all accurate, bad service, long wait times even for live chat, I messaged them and waited 4 days for a reply. And no confidence in the service I am receiving. If you don’t want the hassle pay the extra £’s and go with a better company!

!!!!ABSOLUTELY AWFUL COMPANY!!!!
Been with the for a year, but they are no longer competitive so I tried to switch and guess what!?!? They booked the switch!!! We are currently trying to get hold of them for 2 weeks now! No reply to emails or facebook chats! Cant get through to them on the phone either! We were on hold for 20 mins when we finally got an answer and they said they didnt have our meter readings since May because of their system failure. I rang back with meter readings 2 mins later and been on hold for 8 mins to be cut off straight away, then on hold for 20 mins and after giving post code and name they put the phone down and we had a survey on how likely we are to recommend them!!! Is this a joke!?!?!?! This company is a scam! Blocking customers from leaving!!!!!

I announced my intention to leave and asked 3 questions; if they had a better renewal rate, what they believed my current billing to be with a full detailed break down from my spreadsheet stating how much they owe me, how long notice they require. I have been totally ignored.

After the initial nightmare of switching over, I asked Alisha to change my direct debit date to suit my payday.

This wasn’t done! Alisha is a particularly useless part of the team.

The guy I’m on call to don’t sound much better either. Why on earth am I holding this long to change a date that was meant to already be changed. Ridiculously terrible service EVERYSINGLE TIME!!!!

I am currently 25mins into getting this changed for the second time, I have serious doubts that this change will actually be made and lead to this direct debit bouncing and occurring charges.

This company has left me with no gas after changing over to them, it’s Saturday 10th August. My supply started with them 31st July. They’ve made sure they took my money on the 1st August! but not changed my gas over obviously, eversmart aren’t smart enough to open over a weekend, and close early I’ve noticed on every other day of the week, they not going to be back open until Monday! I would avoid this company at all costs, there is no emergency number to phone and I am left for at least two days without gas.

Now Monday - currently left on hold to customer service for well over 1 hour!!!!
Still no answer!!!
Absolute horrendous service

Said they would have an engineer round within 4 hours, nearly 5 hours and not even a phone call from engineer, currently holding AGAIN
20 mins so from and no human being has answered.

They close in 35mins.

I’ll update as I go with this,

I hope this helps to make a wise decision on switching

Engineer has called while holding for an operator to answer the call at the call centre.

The call centre sounds empty in the back ground, I only heard one voice, not the usual call centre buzz of voices, strange, must 3-4 people working at the call centre, tops.

The engineer sounds stressed and cheerful, on his way back from Manchester to the midlands to me now.

Have been trying to get in contact with this absolutely dreadful company for more than two weeks. They don't reply to emails, online chat and don't answer the phone. The online portal doesn't work, and they managed to screw up the simplest of inbound switches, but taking the direct debit was no problem at all! I've given up sorting the switch to them and am now trying to leave. Avoid at absolutely all costs, it's as if they've just laid off their entire staff.

I have been trying for 3 days to leave Eversmart.
They do not answer online chat, facebook comments or emails.
They have blocked my transfer with no explanation.
Disgusting way to treat a customer.

I refused to commit to a new deal when they called me on Wednesday as they would NOT tell what the new tarriff was, dreadfully unprofessional company.

Have advised I will contact energy ombudsman.

DO NOT USE THIS COMPANY

After 50 minutes on the phone, I am over £160 in credit and they admitted there is a large backlog of people trying to leave that are being blocked. The only way to ensure block is removed is to call and have the issue raised by the call centre, this can take 2 working days, and have advised this should be resolved by Tuesday, they do not class the weekend as working days. Will post an update after Tuesday.

I have been emailing Eversmart to get an update of my current balance as I cant seem to get into the portal, but they keep ignoring those emails although they replied quickly about my meter readings as I have also had to email these through - not great! Try ringing and just left on hold for ages (funnily, the hold message states how you can also get in touch with them to what suits you but nothing works) and the Live Chat is pointless!!

Also I have never received a bill from them!!!! I have been with them nearly a year. When I chased / queried this I was told it was an IT issue and all of a sudden I have found myself in debt with them. Have upped our monthly payments to clear the balance and not heard anything again since.

I tried to transfer to Eversmart for a dual gas and electricity deal. They told me to sit tight and the transfer would be processed. 2 months later I received a meter reading request from my old supplier. The transfer hadn't gone through but Eversmart didn't tell me, leaving me on my existing expensive standard tariffs. Called call centre, lots of waiting on hold and transfers between departments, no apology at all. It turns out they don't take customers on with two electricity meters, so they wasted my time and money.

Then looked to see what deals are available with my existing supplier, EDF and realised they were cheaper anyway!

Avoid!!!

Woeful..! Totally woeful. I'd give zero stars if I could.

Yes, at the time they were the cheapest which is great, however, after a year was up their tariffs were no longer competitive so I looked to transfer out. This was blocked by them for an unknown reason.

I tried calling their customer support, where I was put on hold for a whopping 45 minutes!!!!! I got through, explained the situation to the CSR who promptly hung up!

I called again then went through to the sales department, I found out I was a little in debit so offered to pay (which was no problem), before I paid, I asked for the CSR to confirm my transfer out would not be blocked, he said he couldn't do that then transferred me back to the customer support line!!!!!!!!

PS... they try to fool you by just quoting the monthly payment, don't let them do this. Ask them instead what their price is per KW/h and their daily standing charge, that's the only info you need to compare deals on electricity... You'll soon find out who is more expensive..

Unfortunately you can’t give 0 stars but that’s what I would give this company for their appalling communication skills.

We moved into a property that was being serviced by Eversmart but received no correspondence or contact to set us up. When I tried to get in touch it proved to be almost impossible with ridiculous wait times. Live chat said they reply with 2 days! Facebook said they reply within 1 day! And when you call it says that agents are responding within 1 hour (and says it as though that’s good!). You can also choose for them to call you back when an agent becomes free but this didn’t work either. I eventually got a reply on email off the back of my live chat I started...it’s been 4 days since I replied.

Final attempt today on the phone and got through to someone who could barely speak English, the phone line was horrendous (I had full signal), and then they clearly didn’t know what to do, put me on hold and hung up!

Awful.

DO NOT USE!
My account was in credit when I ended the contract and I'm still waiting for my refund on the credit over 3 months later and now resorting to daily attempts and emails to get back this refund. You are told it will be returned 4-5 weeks after contract has ended. Doesn't happen!

Contacting anyone to speak about this is dreadful. Ridiculous held in queue times (one of my many calls was over an hour wait and cost me over £9!)

Live web chat - not live, it is a bot used to capture your email address where they'll contact you back supposedly within 2hrs!!! I've had mixed results here. At the begining I did get replies same day but last few times I've had no reply

Direct emails that have previously been answered by agents are now going unanswered.

DO NOT USE !

* update - another telephone call today, held in queue 44mins before speaking to agent who said I couldn't be put through to refunds department but he'd email them. (I've tried that before last time i rang but never got a reply from refund department or the promised telephone call back). I refused and asked for manager. Was told no one there. I explained he's not in there on his own - which went back and forth like this for min or two before eventually being put on hold after telling him I wasn't getting off the phone until spoke to whoever was above him. On hold for ages eventually ended up in Complaints department. They informed me that my account wasn't in credit but in fact I owed them but as this has been going on for a while they'd waive the bill and that would be the end of it. I questioned this as I'd phoned in May to make sure account was all paid before I cancelled the d/d and had been told it was and that I was owed a refund. Asked complaints department why if the account owed money was I never asked nor chased for the payment!!!! (you'd think they'd chase for payment if I owed it) I've now requested a statement of account as I simply do not believe anything they say as so many conflicting stories every time i speak to them

They are not helpful, never get through on the phone and they don’t reply to all emails

Been trying to get an issue resolved with then for 5 hours. Call wait times 1hr 10 mins. Left message to call back 3 times. Operators with faulty headsets which cut in and out. Operators that answer and then put you back in the hour long waiting queue. Operators that hand the call (twice).
Cheap energy, but rubbish support.

Nightmare company, go elsewhere. The website doesn't work properly, I was eventually emailed an invoice after sending several emails. I found out I'm over £100 in credit. Despite this, they have refused to transfer my electricity supply to EON, presumably because I stopped my direct debit. Can't get through to them on the phone or messenger. Automated email reply states a reply can take 5 days.

Pity I have to give them even 1 star! I have been trying to talk to anyone since it is impossible to sign into my account. They respond to emails saying they are on to it and will reply "within 5 working days". Try calling them and you get a message saying you MUST us chrome to sign in then reset your password. You will receive an email which you then forward to another eversmart address and they will then reset your account in 3 working days. Tried that and waited for over 5 minutes to even get login prompt. I'm switching!!!

Worst company I have ever dealt with in all my 30 years + of adult life dealing with utility companies/bills etc. Webchat is appalling, just initial auto responses then nothing, on hold for nearly 2 hours every time I have tried to close my account via phone. I have been trying to close my account and get my account settled for over 3 weeks now. They had issues with accessing online accounts and stated that it would take over 3 days to reset a password !! i do hope Ofgen intervenes at some point. DO NOT USE this company. 1 star is 1 too many.

One star is too good. Have been a customer for nearly a year with not too many problems but as soon as I wanted to leave the problems started to mount up. Although I am in credit they objected to my transfer. Tried phoning and after 5 hours one day no luck second day after 3 hours managed to speak to someone and objection lifted. In the mean time I went online for live chat and although it says they reply within two hours I waited two days and gave up.
They need to get their act together the sooner the better, thank goodness I won't be on their books for much longer.

Having been a customer for 12 months, the website is awful, the app for the phone is awful. Trying to speak to someone is awful
They are an awful company please dont use them