"Dreadful service - Mark on credit score"

Dreadful service. They haven't paid my water bill, despite me always paying them on time. I now have Thames Water calling me constantly and they have put a late payment mark on my credit score.

This has been sat with their "complaints department" for weeks on end, with multiple emails ignored, and phone calls never seem to be able to reach the right person. In the end, I have paid the bill myself. Let's see if they ever refund me that money, along with the credit I'm owed from my account after leaving the property 6 weeks ago.

Be very very careful using Homebox, remember that the bills will be set up in your name, so if they fail to pay, it's your credit score on the line.

Truly embarrassing.

Update:

Still ongoing, they acted quickly after this review and then again back to ignoring emails and calls. I've never experienced gaslighting from a company until Homebox. Now looking into legal action, if anyone is doing the same, please let me know.

Freya Nelson

"Helpful service from Olly Howard "

Olly Howard provided helpful and speedy service! Solved my problems 👍

"Great service"

Great service, real easy to use

"Amazing support from Sophia"

We recently moved into our new home and Sophia was supportive from day one when we started with the process. She was honest and explained things related to homebox to our understanding. Keep up with the good work.

"Contacted the sales team to set up my…"

Contacted the sales team to set up my homebox account, had some questions that Ollie helped me with. Very knowledgeable and extremely friendly. Got my account set up in no time with full transparency and extremely friendly service. Amazing customer service, thanks Ollie Howard

"The service is really poor"

The service is really poor. They contacted me many times before subscribing and after subscribing, they were unresponsive and no one picks up the call/ call back. They have been just taking away average sum of bills even in summers ( I am forced to pay 2x of my actual usage). The customer support is really poor.

Not worth using the service, I am regretting it.

"Handy"

A helpful tool, easy to use and made moving home simpler.

"If i could give no stars I would"

If i could give no stars I would. I have arranged the utility bills for the equivalent of 11 years (3 kids at uni 3 4 and 4 year degrees) and this has been the worst experience of any utility company. Really really poor I would not bother using this company, too much money taken from our accounts, lack of transparency on the underlying billing, non responsive customer service and complaints team. Freddy in complaints never calls back and sends emails once in every 6 weeks, with me having to chase on a weekly basis for feeback despite my calling the customer services team and specifically asking him to call me back he has not called back once in 11 months...Total time spent dealing with these guys must be in excess of 50 hours. Total amount of overpayment must be c £1000.

In addition to the above, the energy tariff they have charged is not the contracted rates. We signed up to a tariff with rebel energy and the rates that were billed (only shared with us 6 months after contract started) were some 2% higher than those we signed up to. This has been raised on multiple occasions and no feeback provided.

I have sent these guys full break down of charges and cash payments (they seem incapable of reconciling the balances themselves so i had to do it for them) despite maybe 40 emails and maybe 30 calls (some of which require a hold over 30 mins before a message says too busy and simply disconnects),,,we still have nothing back from them in terms of feedback or cash. First issue arose within the 1st month of contract and still not resolved after some 11 months!! We have given them a deadline of tomorrow to simply call back (just to speak to them) as Freddy seems incapable of speaking on the phone and Jo (very helpful but nothing resolved). I cancelled my direct debit to them 3 months before the contract end as we were owed so much money from them and even this has not made them sort the issue. The flat as a whole (8 people) have overpaid by some £1000 over the year, even allowing for my withheld payment. We are now considering engaging lawyers as we simply are getting no response through normal channels (note: we were Billing Better customers which as been incorporated into Homebox).

By way of update I had an email from Freddy (despite requesting a call back) the email yet again demonstrated his total incompetence at grasping the issue. Even suggesting that the rates would of course change due to the changes in the ofgem cap...er Freddy we were on a fixed tariff??!! basics just get the basics right...anyhow following the automated response from the review no one has been in touch as was promised,,,but then did we expect it from this complete shambles of a firm..i guess it will be lawyers then....

"Just had a chat with Sophia and she was…"

Just had a chat with Sophia and she was helpful explaining everything in simple terms. She answered all questions I had. This took away some of my stress considering the busy schedule. Looking forward to moving into our new home.
Thank you Sophia

"Joso is the MVP "

Joso was brilliant - talked me through everything simply, precisely and thoroughly. Signed up for another year after condering other options but with customer service like that I wouldn’t want to go anywhere else. Overall Homebox have been fantastic at sorting out any issues, questions or concerns in a timely manner. I have to say that Joso’s customer service has made me want to put a review on to really emphasise how happy we are with the company and service.