SmartestEnergy Business

Hi there,            Avela has been really courteous and nice to me.  I had such a pleasant conversation with her and she resolves all of my queries.Hail to her....she is such a lovely person.Bless her.Many Thanks

Have spent the last two months unsuccessfully trying to close my account with them. Notable hurdles:- Their helpline has an average wait time of an hour plus (15-25 people in queue);- They extremely unresponsive to email;- Phone operators are unwilling to give timescales for when actions will be done by;- If not solved over the phone or an obvious in-process solution identified (ie: submit a form), very little appears to get done until the next time you call;- On at least two occasions I have been put on hold until auto-hung up on, and then had to face another queue;- 50% hit rate on being called back at an agreed time;- They seem to have picked a random rate to bill me my by, and are unable to clarify where this came from in writing.General impression is their complaints resolution team is massively under-resourced for the load it’s under, which is not good.

I had called Smartest Energy to try and speak to somebody as they were not allowing my switch over to another electricity supplier because I had not kept up with payments when in fact I had kept up with my payments. I spoke to one person in customer service who told me that they had not received my payment. I asked to be put through to the accounts department who I thought would be able to help, but the person had just put me through to another person in customer service. That transfer took 26 minutes of my time listening to how busy they were. Still nobody could find the payment that I had made and were adamant that they were within their rights to refuse the transfer of my supply. I have never known a worse customer service. All bored South africans.

SmartestEnergy Business got off to a bad start with ourselves and would appear others are in a similar situation given the length of time to respond to a complaint. However, I did happen to get through yesterday to the lovely Carolyne, who sounded like she should be wrapped up in bed and turns out she is suffering from COVID for the third time, yet she managed to listen to me and sort out the problem. Thank you Carolyne. She is also going to oversee the account now, so quite glad I got to speak with her and we now have someone at the company giving us that 'personal touch'.

Benjamin was clear and concise with his information. He followed up on everything he promised and always called me back when promised. He would always return my call when i woukd ring him and ask him to call me back. He also pushed to get me the best deal possible. He is a credit to your company.

A very frustrating, not to mention tedious experience.Our building was purchased at the end of September and subsequently new owners have now moved into the building.We have submitted meter readings on the 25th, 30th and 1st of every month. The meter reading was the same for over a year as the building was empty and we powered everything off so it was zero usage.I still provided you with the same meter reading so we would only be billed for standing charges.The new owners of the building have provided you with a meter reading and they are currently waiting for an invoice from you.I was informed that we have received our final bill and we have a credit which will take 30 days to receive a refund. However, instead of this, you have sent us the invoice which is for the new owners of the building.I have been calling since 10 October, only to be told different things by different people. I think I've now spoken to every person that works at Smartest Energy!I have spent hours on the phone, holding and waiting only for the phone to be cut off. I have not had any replies to my emails.You are now asking me for a photo the meter - it's not our meter any longer! It would also have a different read on it, would it not!?I am at a loss as to what I can do as nobody is listening to me.I have provided proof of purchase of the building. I don't know what else I can do.It's really not complicated.Very unsatisfactory customer service.

Siphamandla who was the advisor was excellent. Dealt with and resolved the problem efficiently 10/10.Downside was the 1 hour 10 minute wait whilst on hold before speaking to someone!

Terrible company, emailed in July, still awaiting reply, since then have sent a number of emails, never answered. Telephoned numerous times, when I did get through, got cut off. They emailed us asking for a photo of gas meter reading which we sent, reading 4172, they billed us for 4712, we emailed and asked them to correct. No reply. They took £5k from out electric account because we asked bank not to pay the £5k for the gas. Had to get bank to recover the money. I would not advise anyone to touch this company, Thet are your worst nightmare.

4 stars as I was on hold for 25 minutes.However, when I finally got through to customer service, team member Martin was extremely informative and helpful. answered queries regarding the switch to SmartestEnergy, helped link gas and electricity to the same online account, and dealt with an issue surrounding initial payments, all in less time than I was on hold.

The service was good when I eventually got through.Over 40 minutes for my initial call to be answered, then transferred to another department with another 30 minute wait. My query could not have been dealt with online as it was a more complex query involving capacity charges. Unacceptable wait times from Smartest Energy.