Homebox  Arvostelua 2 257

Edited
This has been one of the most infuriating experiences I’ve ever had with a company. Hombox is blatantly overcharging, adding random fees with absolutely no explanation, and there is zero transparency about where these charges are coming from. It feels completely dishonest.

Trying to contact them is a joke. Emails go unanswered, calls don’t get through, and any so called “support” channels might as well not exist. It genuinely feels like they’re avoiding customers on purpose so they don’t have to deal with complaints.

And cancelling? Forget it. I’ve tried multiple times to close my account, followed every step they claim you’re supposed to take, and yet my account is still active and they continue to take money. No confirmation, no response just ongoing charges.

At this point, it feels like a complete scam. A company that takes your money, ignores you, and refuses to let you leave. Avoid Hombox at all costs.

Stay away from this company—they have been extremely unreliable and caused us significant financial stress.

They made us believe our building required tenants to use their service to set up utility accounts, which we later found was misleading. We joined in February 2025 and remained with them for a year, during which we experienced constant issues.

The first major problem arose when we received a bill from British Gas for around £1,000. Despite paying Homebox approximately £130 per month (which is similar to what we now pay directly), they had been underpaying the supplier. After months of trying to resolve this—with little to no response—we were forced to pay the outstanding balance ourselves and cancel their service.

Two months after leaving, we then received a £400 bill from Severn Trent. When we contacted them, they confirmed that no payments had been made on our account, despite us paying Homebox £32 per month for water over the past year.

Their customer service is also extremely poor. Emails take weeks to receive a response, if they are answered at all, and their phone support is very limited, with lines only open for a short window between 10am and 3pm, making it difficult to get any timely assistance.

We are now facing yet another stressful situation and may have to pay for a full year of water usage again, even though we have already paid Homebox.

Overall, this company has been disorganised, unresponsive, and has failed to pass on payments we made in good faith. I strongly advise others to avoid using their services.

Very clear communication, and extremely helpful

Brittney has been amazing, I explained the problem and/or issue and within a matter of minutes it was sorted, since moving into our home and getting set up with Homebox they have always sorted out my problem quickly, very helpful.

Brittany, was very helpful when my contract ended.

Matt was great and helped with setting up everything and being clear about all the bills. Very friendly :)

I had a great experience, so professional and friendly, usually setting up all utilities is time consuming but with my phone call with Holly i had a very quick and professional experience and made all the settings so easy

Honestly I have had the worse experience with them. They set up my account and didn’t let me know that it wasn’t active. I got sent a last bill for 800£ , I have now been sent to debit collectors for something they said they sorted 4months ago. Now I can’t even get hold of someone from the company. I get a what’s app AI generated response saying someone will get back to you and still nothing . I emailed the person who signed me up and had no response

Sometimes receive random cost changes without notice or explanation. When seeking out customer service here, it’s always awful. Have to message/ call a robot which never fixes a problem completely. We went with them to make our student house share easier and it just made everything worse.

Lee was very helpful and explained everything in detail. He was very professional and showed great patience answering all queries.

Based on my experience, Homebox needs to improve both accuracy and communication. In my case, my tenancy start date and address were recorded incorrectly despite me uploading the correct documents, which caused unnecessary delays.

Customer support also needs attention. It was very difficult to speak to someone directly, and responses through automated systems and WhatsApp were slow when the situation required urgency.

Because of these delays, I ended up arranging all my services myself within a day, which defeats the purpose of using Homebox in the first place.

Homebox should ensure that customer details are checked properly, provide quicker access to real support, and deliver on setting up services within the expected timeframe.

To be fair, they did cancel my agreement without any hidden costs, which was appreciated. However, improving the above areas would make the service far more reliable and trustworthy.

Good customer service, everything was well explained and enhanced my understanding of the system. Well appreciated.

I have been using your service since April 2025 to help manage my electricity and water payments.
The first issue is this:
Since the payments for April and May were made together, the total electricity cost for those two months was around £150. However, starting from June, I noticed that the bill for June alone was already about £150. This seemed unreasonable to me, especially as I have been uploading my electricity and water meter readings every month.
Therefore, I began emailing your team in August to ask why the charges had suddenly increased from June onwards. Despite sending several emails every month, I did not receive any response until December, when a colleague named Karl finally contacted me. He informed me that I was apparently on an “unlimited usage” electricity plan. I am certain that I never selected this plan—otherwise, there would have been no need for me to upload meter readings at all.
From August to December, if someone from your team had replied earlier, I could have changed my plan back to normal and avoided paying unnecessary extra charges. Karl also reviewed my account and confirmed that, based on my meter readings, your company had overcharged me by more than £700. However, I still have no confirmation whether this amount will be refunded.
The second issue is this:
In December, I received a letter from another electricity company stating that I still owed £60 for electricity usage between April and June. But I had already authorized your company to handle all my payments, so I don’t understand why another company is asking me to pay again. I have contacted you several times about this matter, and after waiting until February 10th, your company told me to arrange a one-off bank payment to cover this £60.
I truly don’t understand why I am being asked to pay. I have been paying your company every month since April. If that’s the case, where has my money gone? I am still waiting for Karl to call me and explain.
I understand that the £15 monthly service fee is not a large amount, but since I have paid for the service, I expect proper support and communication. Unfortunately, the lack of follow-up and response from your team has caused me months of frustration. I consider this a serious service failure, and I intend to file a formal complaint with your company.
After such an experience, I really cannot see why I should continue paying for your service.

Matt was Very Helpful, and has helped to get the process moving in a timely manner.

I am incredible disappointed with the customer service team at home box. So many things have gone wrong with my account. During my time with homebox I was being charged Gas when my house was fully electric. I had told homebox this from the beginning but it wasn’t picked up apparently when British Gas took over even though homebox knew. I was them charged a year of gas money. I raised this with homebox when closing my account when there was tons of extra charges. I was told not to pay them and that I was owed a refund by British Gas and that homebox would sort this. That was the middle of February. I have chased by email, their AI phone and by WhatsApp. No response yet. British Gas have now passed on my debt to a debt collector and are now chasing me. Even thought I was told not to pay it and was due a refund. The impact this has had on my mental health is massive. Chasing this for months with no response has caused me so much stress their customer services is awful. It’s completely unfair that I’ve had to go through to sort something that should have been sorted months ago! Or should never have happened in the first place. I’ve sent so many messages and emails, this seems to be the only way I get a response. I would avoid at all costs. Things go wrong and knowone is there to support and help. If I need to get a small claims lawyer to sort this i will.

Absolute worse service that I have EVER received. Nothing but endless fights for a year on a carousel of the same issues. NON PAYMENT!!!

My Homebox portal says that suppliers have been paid yet I’ve just gotten a bill from Octopus by post for over £1000!!!

I cannot even put into words what sort of frustration and anger Homebox has given me!

I have asked for over a week for this to be rectified and have not received a single word back from anybody except that it’s a fault on Octopus energy’s side, yet I have a debit order on my account of over £1000!?

All home box does is tarnish peoples names, absolute WORST service that I have EVER received!

Homebox you are a joke!!!

This is the next resort as I am receiving no response from the team at Homebox. I cancelled my contract ending the end of this month. Only to get a notification that my payment this month is over £1000.00. Octopus has refunded you an amount of money last month looking on my portal. Clearly because your team told them I had cancelled the contract. All this money now not being paid to my utilities for a year! Please explain to me how you have debit ordered me for 11 months to pay my suppliers. Only to now want to take £1000.00 for your mess up! We have not made provision for this debit order and it will fail. Between my husband and I we have emailed over 10 times in the last month to get this sorted. Absolutely useless!

Awful!

If you have anyone wanting to switch supplier do it yourself don't go through Homebox!

Over prices service, horrible customer care and terrible response times. Their new Ai chatbot openly lies to you and they clog your inbox with automated emails but don't respond when you need their help.

I have been trying the last two weeks to switch to a new energy supplier and Homebox are blocking me. Instead they ignore all emails what's app messages and calls. My contract ends on the 10th April and I cannot wait I just home that I can switch over!

Edit: their response below is laughable, one email over two weeks of trying to reach them. Just two lines. They are quicker responding on trust pilot reviews than they are to customers that actually need help. What a joke.