Welcome Energy Arvostelua 

Terrible company. The management of our building switch to Welcome Energy in January 2021. However, I found recently that this company is terrible as they failed to identify a problem in the billings, and let the problem went unnoticed for months until it become a bigger problem for the customer. Another problem is their customer service was not helpful at all. When I called them about the problem in my statements, the first response I got from their customer service operator is to blame me, instead of taking time to explain it properly.

So here is my problem with them:
On 10/06/2021, I received a statement from Welcome Energy saying that I have GBP 235.70 credits in my account. I called them and they say that credit in my account means that Welcome Energy owes me GBP 235.70. I did not cash in that amount, and I used the 235.70 credits to pay off my bills. Every three months, Welcome Energy sends me a bill, and they always say that my credits are deducted/used every time there is a new bill.

However, I suddenly received a statement from Welcome energy (dated 09/03/2022) stating that I owe them GBP 310.99. I was surprised with this sudden bill, because I knew that my heat and hot water bills had been credited to my account and therefore technically I always paid my bills.

So I contacted Welcome Energy, and their operator said that my credits (GBP 235.70) have been reversed, and therefore I need to pay for my bills from the last 12 months. My problem is, they did not explain why my credit was reversed, and they never sent me a notification to explain whether and why the credits that I received on 10/06/2021 were reversed. Had they told me that my credits were reversed, I would have paid my bills. When I ask about why my credits were reversed, the customer service operator kept saying that I should pay my bills if I want to use their service. So, instead of calming me down and then look for explanations, the customer service kept blaming me. It was not a correct business practices.

I also sent email to them, and they just said that my previous payments (through the credits) were reversed, but no explanation why it was reversed.

[Update: Welcome Energy finally responded to my complaints. They explained to me that there was mistakes in the meter reading since May 2021. I acknowledge that such mistake in the meter reading is outside their control. However, I still have two problems with their response/explanation. First, how come they failed to identify the problems earlier. They only noticed the mistakes in meter reading after almost a year later. Such failure may indicate their inability to manage the billing properly. Second, their proper explanations came to me after I wrote reviews here. My complaints would not have happened, had they responded well in the first place. It shows that Welcome Energy has a bad customer service]

I do not recommend their billing service. They were unable to identify problems and their customer services are terrible.

Terrible company - completely unhelpful. I’ve had a constant issue with metering which they just refuse to help with. They are a billing company and in it for the money. If anything becomes a problem they avoid any involvement. Think twice about buying a flat where they are the only option for billing. Not even regulated by Ofgem which is nowhere on their website.

Extremely expensive standing charge. Basic service. Not worth it.

Never had a problem with this company... lived in my property for over a year and always found them quick to answer the phone and easy to deal with.

The online portal is terrible its like they are trying to make using them differently. I've unfortunately been required to use them for 4 years and I have only ever had problems. The email help is terrible the only option is to call them and stay on hold for hours.

Welcome Energy have great customer service and are fantastic at problem solving. We've dealt with many billing companies by WE are by far the best we have dealt with.

I have only ever received excellent customer service from welcome energy and thought it was time to let everyone know. I have had no issues with receiving bills and when I need support, they always answer the phone quickly. Very happy overall and would recommend

Have been a customer or Welcome Energy for just over two years, when our management company imposed the change on us from our previous provider, Switch 2, who I could never fault in 10 years of service.

The quarterly statement from Welcome Energy has always been wrong, every single time. Okay there might have been one exception, aside from that, the statement has always been misleading or just plain incorrect. If I wasn't a complete data geek and never bothered to check, I might be out of pocket by hundreds of pounds by now. Each quarter, either the closing account balance is either completely wrong, or it's actually correct but the detail on the statement is so ambiguous it's hard to understand how they calculated it.

To their credit, every time I email to complain, their staff are helpful, polite and apologetic and issue a credit note and/or replacement statement eventually, but even these need checking in detail. It all just gets really confusing.

They blame their "software" for the bad statements, and are forever claiming that they are waiting for a software upgrade. They appear to have been waiting over two years.

This is consistently the worst utility company I have ever dealt with.

Our meter was faulty (not the company's fault), however they refused to help us out when it came to trying to rectifying the solution of them forcing us to pay above-average bills.

Customer service was almost non-existent, if we hadn't have been honest enough to contact them in the first place they wouldn't have even known we were there and would have been supplying hot water/heating for free.

Not a clue!