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NEO Energy has ceased serving domestic electricity and gas customers. All customers have been transferred to Octopus Energy.
NEO Energy Review Summary
Who are NEO Energy?
Neo Energy are a relatively new UK energy supplier. The company was formed in May 2019 and they are owned by Oliver Friedrich who is the only shareholder. The company act as an agent of Euston Energy Limited which is owned by Celtic Powerhouse Management Limited, another company owned by Oliver Friedrich.
Unlike other energy suppliers, NEO Energy offer a payment waiver scheme. For a small daily charge, NEO Energy’s customers can protect themselves against losing their job or being able to work because they have been signed off by their doctor.
If that happens, NEO Energy will waive their customer’s energy bills for up to six months. They will not get disconnected during this time and they do not have to repay the money once they are back in employment. Customers can opt out of the payment waiver scheme if they want to do that.
They were also the first UK energy supplier to accept payments in cryptocurrencies.
What tariffs do NEO Energy offer?
NEO Energy only offers one, variable rate tariff, although the pricing is different depending on where you live. This tariff does not have an exit fee. There is a discount for customers who use NEO Energy for both gas and electricity supply.
They do not offer a fixed rate tariff and there aren’t special tariffs for people using renewable energy or electric vehicles. There is no ‘feed-in’ tariff.
How do NEO Energy compare price?
NEO Energy are one of the cheapest domestic energy suppliers in the UK market.
What do other NEO Energy reviews say?
Because NEO Energy are a relatively new company, there are very few online reviews. However, the reviews that are available online do not paint a particularly good picture.
At the time of writing, there are just 147 reviews of NEO Energy on Trustpilot, but they only achieve an overall score of 3 out of 5 stars and 50% of the reviews rate the company as Bad.
The reviewers praise NEO Energy for their cheap energy prices, but almost all of them complain about their abysmal customer service.
How green is NEO Energy’s energy?
NEO Energy’s electricity comes from 100% renewable sources.
What is NEO Energy’s customer service like?
NEO Energy offer an email address and a phone number to connect to their call centre, but online reviewers say that they are difficult to get hold of.
The have a live chat function on their website but as there is no app, contacting them via their app is not possible.
Their call centre and live chat are only open between 9am and 5pm on Monday to Friday, excluding bank holidays.
What is NEO Energy’s website/app like?
The NEO Energy website is not great to look at and it contains very little information. Its lack of a search function means that it is not easy to find the limited information that it does contain and much of that information is hidden. Some of the information is incorrect and there are broken links.
The website has a live chat feature but it is only available Monday to Friday between 9am and 5pm. There is also an online portal that customers can use to submit meter readings.
NEO Energy does not have an app.
What billing options are available?
NEO Energy only accept payment by monthly direct on receipt of the bill. Customers cannot pay by cash, cheque or bank transfer. They do accept payment via cryptocurrencies, though.
There is a £2.00 discount per fuel for customers who opt for paperless billing.
One unique feature of NEO Energy’s service is the fact that they offer a payment waiver. For a small daily charge NEO will waive a customer’s energy charges for up to six months if they find themselves out of work because they have lost their job or been signed off by a doctor.
Do NEO Energy offer smart meters?
NEO Energy do not currently offer smart meters. Customers with exiting smart meters will find that the smart functionality of their meters will no longer work if they switch although the meters will still work as traditional electricity and gas meters.
Do NEO Energy offer a recommend a friend referral scheme?
NEO Energy do not operate a friend referral scheme.
Below are a few quick questions you may need answers to along with our NEO Energy review:
Do they work with pre-payment meters?
NEO Energy do not accept customers on pre-payment meters.
Do they accept Economy 7?
NEO Energy do not offer an Economy 7 tariff although they are happy accept customers who currently have an Economy 7 meter.
Are they signed up to the Warm Home Discount?
NEO Energy do not participate in the Warm Home Discount scheme as they have fewer than 250,000 domestic customers.
Are they signed up to the Energy Switch Guarantee?
NEO Energy are not signed to the Energy Switch Guarantee. As they are a relatively new company there is no information available to give an indication of how long switches take to complete although they say that they aim to complete switches within 21 days.
Do they mention about the Priority Services Register?
NEO Energy operate a Priority Services Register for their vulnerable customers.
Do they offer a ‘Dual Fuel’ discount?
NEO Energy offer a discount of between £2.00 and £5.00 per fuel for customers who use them for their electricity and gas supply rather than only using them for the supply of one single fuel.
Will they offer to pay a customer’s exit fees when they join them?
NEO Energy will not pay a customer’s exit fees when they join them. Any exit fees imposed by a customer’s previous supplier will remain the responsibility of the customer.
Will they offer to pay a customer’s exit fees when they join them?
NEO Energy will not pay a customer’s exit fees when they join them. Any exit fees imposed by a customer’s previous supplier will remain the responsibility of the customer.
What happens if you move home whilst with them?
NEO Energy’s website does not mention what happens if you move home while you are a NEO Energy customer. Generally, when you move home you need to give your energy provider a final meter reading at which point you either have to pay any outstanding balance or if your account is in credit, you will receive a refund.
Do they offer any incentives for joining?
There are no specific incentives for joining NEO Energy other than the fact that their pricing is competitive.
How to contact NEO Energy
You can contact NEO Energy in a number of ways. Below as part of our NEO Energy review we’ve detailed all their means of contact:
Customer Email: help@neo-energy.co.uk
Telephone: 0808 168 4861
Office Hours: Monday to Friday, 9am–5pm. Closed on weekends and bank holidays
Office Address: 2 Eastbourne Terrace, London, W2 6LG
How do I switch to NEO Energy?
The easiest way to switch to NEO Energy is through a comparison website. This will allow you to check if NEO Energy is one of the cheapest suppliers for you (tariffs vary based on your area) and will allow you to quickly and easily switch to them.
? Our top rated supplier Octopus Energy is currently offering £50 credit to any new customer that uses our referral link. Click below to see why we rate them so highly and get your £50.
Neo energy is the ultimate worst energy supplier they owe me £56.67 they do not repay any money I’ve been trying 2 months but all I get is bills for energy that I’m no longer with them avoid at all cost or you will be sorry
Similar experience for me. I joined in June. I submit weekly (gas) meter readings by email and get an automated acknowledgement. Fixed monthly payments have been taken. I have repeatedly asked for copies of invoices as referenced by their payment collection company GoCardless (no complaints about them) but have never received a bill. I calculated my own bills based on the tariff and meter readings, and found I was more than 2 months in credit. As Neo did not respond to adjust or pause the payments, I cancelled my direct debit (and informed them), and will leave when I calculate that I am break even.
Like everyone else here, my recommendation is not to join, it is not worth the hassle.
I have complained to OFGEM but not yet received a response.
Having a terrible time with this company, took my DD on 28th September just as previous few months before it, then they tried to take a larger amount a few days later, no explanation. Now I’m receiving emails saying I owe them but they won’t return calls or emails to explain
I agree with everyone here who seems to have had the same experience. I switched from them to another supplier and they are still invoicing me – which I ignore obviously. Have requested a final itemised bill but nothing. Next month will put in a complaint to OFGEM but don’t really expect a response so will just continue ignoring their invoices. As previously mentioned – most likely they will be out of business soon anyhow. AVOID
I have never dealt with anyone worse than NeoEnergy. For your interest they are actually run from an office in South Africa. The ONLY way to speak to someone with access to your account is to wait for them to ring you. When you ring the London number it is answered by some poor woman who is unable to do anything other than send on emails – they are never dealt with. We had the most awful problems with them (it’s as if they don’t want new customers). They lost our details and then started ringing us telling us WE were in the wrong! Honest reviews on review sites are always challenged and the sites insist on written documentation to confirm you are a customer. As NeoEnergy never send anything this is well nigh impossible! This makes them look better on the review sites as most negative reviews are removed. We are pensioners and trusted the Government system but this has cost us many hours worry writing and phoning all to no effect. Thank goodness our present company Bulb were able to put a block on our account and stop the switch. You gets what you pays for has never been truer. Do, PLEASE be careful. p.s. It’s unfortunate that several energy businesses operate under the same name – I don’t know if this is deliberate or not but naturally people get them confused. As I said this is the South African business (who are trading with the UK). Listen for the accent if they ring you and be careful.
I signed up for cheap tariffs.
They take x2 direct debits from me each month, totalling double my expected usage. I dont get invoices from them.
I have been raising queries and complaints with them for several months, and never receive a response or call back. the numbers they give me to call often don’t work and I get “sorry, this number doesn’t work right now” sorts of messages.
I am forced to cancel my direct debits. I have notified them of this on a recorded phone line, and I hope not to have to later reach out to BACS if they re-instate the Direct Debit and hope not to have to fight tooth and nail with the Credit Reference Agencies if they notify me as a non-payer. I’ve done this before, It took me about 8 hours of work in total across several months – Its not pretty, its not easy, and I probably only succeeded because I have expert knowledge of the systems across all parties.
Buyer beware.
Their website says they are not presently taking on more customers. This often happens when a new supplier prices too low and gets flooded with new customers and they cant keep up.
I would strongly recommend avoiding this company. a now failed previous supplier ended up taking more DD from me than permitted (a quarterly amount on a monthly basis) immediately prior to them failing. I wander if this is a similar play from a desperate or just corrupt management.
I thought I had changed to Neo energy after excepting their tariffs, they sent me an email confirming they were changing me over on the 24th July then I got an email to say they would be taking money from my account and then they cancelled it. I rang them and left details and they said they would ring me back no one did or the next time or the time after this. I tried emailing them and apart from getting confirmation they had received my email no reply. I tried ringing again got no where so have given up stayed with my old supplier who knew nothing about the switch fortunately and cancelled my direct debit they had set up in my bank. I don’t know what’s going on with this company but stay well clear obviously something is very wrong.
I agree with others here, this is a bad company relying on you just paying their invoices when presented. Main thing I have done and advise is cancel you DD and keep telling them that you will not pay until you have a correctly calculated usage bill.
Come on OFGEN do your job and wind them up, they are a shambles.
But in the mean time to everyone else is, ‘stop paying’ as you may well loose out in the end.
Robert – they are heading for liquidation get out now while you can but stop paying. I sent an email after each bill refusing to pay until I had a metered bill – nada. Went to Ombudsman Sevices (Ofgem) after two months they reached a decision and awarded me £90 against Neo. One week so far and Ofgem have yet to hear from them – familiar? Most importantly STOP PAYING THEM!
Terrible customer service.
They take direct debit payments without providing bills.
I have been requesting a bill from them for months but all I get are standard replies every time saying it takes 10-14 days to reply but still no bill!
I am now referring the matter to Ofgem to see if they can assist and when this is resolved will look to change supplier again.
Jan
I moved, refused Neo Energy monthly billing. Never received an actual bill in 6 months – good job I moved to Octopus after just 5 weeks with them. Sent all emails to Offgem – they were brilliant – although that has taken 2 months to finalise – I was awarded £90 against final bill if Neo Energy responds – which it won’t! Oliver Friedrich has been director of several failed energy businesses – unlucky? Who knows. He moves around a lot too. Anyway to all those customers in the same boat, cut your losses and move to a better energy company
Pity Ron & Reg are dead. I’d send em round to liven this lot up. Customer service would improve there and then!!!
NEO ENERGY: APPALLING SERVICE AND COMPANY. FRONT OFFICE DISCONNECTED FROM BACK OFFICE. THEY DO NOT TALK TO EACH OTHER. WHEN YOU GET INTO TROUBLE, YOU REMAIN INTO A KAFKAIAN TROUBLE. NEVER AGAIN.
Hello. do NOT switch with these guys. They were unable to switch me from my current provider without any explanation nor apologies. I found out when my current provider still asked me to pay the fuel bills.
Neo-Energy did however take 2 payments without providing the service. I have been writing and calling them to get a refund over the last 2 months WITHOUT any basic customer service and attention. APPALLING service and company. NEVER AGAIN
Hi. I have had the same bad experience. I contacted them but no return call. I contacted my current supplier who stated they had not been any communication from them about any switch. Neo had taken 2 payments from me at this time as well as my current supplier.
As I could not get any response from Neo I rang my bank and told them of the situation and they refunded my 2 direct debits straight away from Neo.
Same here!
I switched to Neo energy in January 2021.
I find them very pleasant, they try to be helpful but are not supported by their colleagues who CAN make decisions.
I supply regular monthly meter readings but have yet to get a bill showing my readings and correctly charged for energy I have used.
I have no access to my bill online.
I guess the only way to get a bill would be to leave. They would have to bill me if they get a final reading from my new supplier!
I don’t want to leave as their prices are great but they really do need to ‘up their game’and listen to their loyal customers.
Yvonne Jones
Yvonne
Leaving will not guarantee a bill – I have not been with them for 6 months and they continue to send an invoice – I left after just 5 weeks and have never received a metered bill. Go now!
Bad experience with Neo. Requested a energy supply quote through their site – three times – no response after two weeks. Used their chat to chase the case – no help, except promise of telephone contact – after a few days still no phone call or any other form of contact from them… Please don’t waste your time and search for well known supplier who may be more expensive but for sure saves you a lot of hassle.
The same happen to me ive now had 4 invoices and paid but no details dont know if im paying to much or not enough ive emailed them lots of time but stll no readings for bills
John
Stop paying this company. You won’t get your money back, they are heading for liquidation the signs are all there. Check out Companies House – employee of 1 – Oliver Friedrich – he runs his tariffs on the back of a previous company that he was a director of – that company lost their licence to government. Yet he still trades? Anyway get in touch with Ombudsman Services – complain. But stop paying – I left them 5 weeks after joining – they have sent me 5 monthly invoices of £107, I paid one but emailed to refuse all successive bills. They never got back to me. My first months bill would not have been any more than £100 – Ofgem has awarded me £90 against Neo Energy, but they are never going to respond to Ofgem so I reckon I am OK – good luck with finding a new energy supplier – I chose Octopus and can honestly say they are the best supplier by far I have ever used
I recently moved to Neo Energy and so far they have notified me that deductions have been made via direct debit for two invoices, but haven’t provided details of the invoices. I spoke with customer services who promised a call back – still waiting after a week. Sent an email requesting my bills, email acknowledged automatically but no personal reply and again no bill. Is this legal?