"Dear Occupier, you are not a number (pinky promise)"

Inherited Bristol Energy when I recently moved house in March. Since then they have not managed to update my bills to include my name on the account, so all communications are 'The Occupier'. I spent 20 minutes with one of their team running through all my details, but nothing came of it. I don't think they have any interest in keeping me as a customer as all they seem to want to do is send a flurry of confusing bills through, most of which just seem to figures plucked out of the sky. Have already changed to another provider, but I would not recommend Bristol Energy.

"In January of this year Bristol Energy…"

In January of this year Bristol Energy (BE) stopped my direct debit (did) with out giving a reason, I sent an e mail to them on the same day 22/1/21. E mail reply was this will take up to 10 working days. When there was no answer within their time frame, another e mail was sent. This continued until May and during that time, I had only three of the e mails answered by an advisor. (I won’t name these people) not to embarrass them. I also followed up the e mails with very long failed waits on the telephone. In May I got through to an advisor working from home, this person did set up a new (dd)
This was followed by a huge bill from (BE) for their mistake in January. I followed this up with a letter of complaint outlining their mistakes and their very poor customer service. I also gave them a resolution too this huge bill. £1,400+. (BE) offered £100 for their mistake. To compound this problem they also failed too take money out of the new (dd) set in May due to so called technical issues with their IT systems and still today have not reactivated it.
The one star I have given them is embarrassing, give the company’s failed customer services and not keeping too their own terms and conditions.

"Their prices may have been reasonable…"

Their prices may have been reasonable but the customer service is dreadful.
In May I informed them of a change of address and supplied a final meter reading, the account was in credit and they were given my new address.
On 8 June they sent the refund cheque to my old address, I have never seen it.
I phoned and was told they had to stop the original cheque and another would take 10 working days. That came and went and no cheque arrived.
I phoned last week and was assured it would be with me by last Friday. Guess what, it still hasnt arrived.
I have e mailed customer care but they dont bother responding.
I have e mailed again today but wont wait with baited breath .

This morning Bristol responded as follows.
The way I read this they aren't sending another cheque until they have got round to investigating the whereabouts of the missing cheque. So the two people I have spoken to at Bristol were lying. Perhaps I misunderstand. One thing I do know is I haven't had the cheque and if they were so incompetent as to send it to my old address then that is there problem.
If I had been as bad at paying my bills as they are at refunding they would soon have taken action.
If anyone is looking for an honest energy supplier look in a different direction to Bristol.
The statements on the website are a joke, they do not communicate with customers.
They ignore them in the hope they will go away.

"My bill more than quadrupled"

I live alone and have 1 TV, 1 laptop, 2 phones and never cook as I have a food allowance for work - I still work at home and away from home. My life hasn't changed other I am going away at weekends again now. (I can assure them I've not used the heating since May too)

My direct debit is going up from £35 to £152pcm. Apparently it's "very normal with all that's going on". My life hasn't changed other than I stay away from home more.

I've had to the the CS person I need to hang up because the stress is making me physically sick. I called the line for struggling to pay my bill - I was told if I believe there is a fault I need to pay to have tests done as it looks normal to them.

Imagine if I actually watched much TV and cooked!!!! I have LED lights, LED TV and an economical fridge freezer.

I've gave meter readings too. Reporting to the ombudsman.

"after receiving email from bristol…"

after receiving email from bristol energy explaining my bill payment was going up i gave them a call spoke to a gentleman called david A he was absolutely fantastic and explained that payment was worked out wrong and that will decrease to the correct payment
i m happy with the outcome.

"Still waiting to be helped"

After three and a half months and 12 calls to resolve our gas smart meter not working and to be replaced I’m still being given the runaround.

"David A, Real gentleman & class employee"

Switched by 3rd party company & initially was not impressed.
The guy who dealt with my unnecessarily complicated issues was so marvellous that I felt compelled to write this review. David A, the ex soldier was beyond excellent in every manner. He was precise, professional, clear & empathetic to a standard that nobody could possibly fake!
Refreshing to deal with an engaging knowledgeable gentleman.
They're few and far between these days!

"why have I been waiting 12 months for…"

why have I been waiting 12 months for smart meter installations ?

"Had to chase up an overpayment which…"

Had to chase up an overpayment which went on over the course of a month. Everybody that I spoke to was exceptionally helpful, particularly the last agent I spoke to called David Ayres who went above and beyond to resolve my issue.

Many thanks

Mr Moseley

*update 13th August*

Turns out payment has still not been processed and agent I spoke with today had no clue when that would be likely. Such a disappointment.

"Excellent range of tariffs at extremely…"

Excellent range of tariffs at extremely competitive prices however there customer service is abysmal. It's virtually impossible to speak to someone and call backs never happen which is very frustrating