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Simply Energy Questions & Answers
49 questions from our users
Wow glad I came here to check the reviews, was just about to sign up with Simply Energy, not any more.
Don't make the same mistake I did!! I don't have shower for 3 days now. Going to friend's house for a shower...
Thanks, I've gone with Lumo instead. Hope you get your issues sorted
Finding it very hard to deal with this company think it time to move
Hi Debra, we're here to help, just send us a message with your enquiry here: https://bit.ly/2WPLvq9. You can also view our plans here: https://bit.ly/3Dv3x1n. Thanks, Tyler.
Can someone please just tell the rates l keep getting different answer then l decide if l stay
Hi Debra, we'd be happy to help, just send us a message with your enquiry here: https://bit.ly/2WPLvq9. You can also view our plans here: https://bit.ly/3Dv3x1n. Thanks, Tyler.
Need to speak to simply energy just trying to get there rates and keep getting told change your plan go in movies plan l dont wont movie plan just tell me the new rates then l will decide if l stay very hard to deal with
Hi Debra, we're here to help, just send us a message with your enquiry here: https://bit.ly/2WPLvq9. You can also view our plans here: https://bit.ly/3Dv3x1n. Thanks, Tyler.
When am I going to be able to log in to My Account? It says it’s down due to planned maintenance but I see that other people have had this same problem going back more than a year. It’s my first bill but I’m more than ready to change providers if your customer service is lacking
Hi Chris, thanks for letting us know. If you're still experiencing this issue, please flick over a message on Facebook with your account details, so we can get our tech heads onto it: http://bit.ly/2Uog8fB. Thanks, Tyler.
Has anyone else been receiving emails or letters from Simply Energy, signed by Terence Alvaraz, threatening to cut them off if they don’t pay or set up an account with them? We don’t use this company but have had several such ‘to the occupant’ letters/ emails. Could be distressing for many people to receive such correspondence. Must surely not be a legal way to solicit customers?
Hi John, thanks for reaching out. If the energy retailer you signed up with doesn’t successfully transfer you, the retailer that last billed your property will start to send out letters addressed ’to the occupant’. It’s important to open these letters and get in touch with us and your preferred retailer so that it can work on getting the billing rights to your meter. So I can assist, could you send over a message with the account details in the letter here: http://bit.ly/2Uog8fB. Thanks, Tyler.
Why do you send threatening letters to homes that you will soon disconnect them when you don’t even supply electricity ? Very poor marketing strategy. Dies the Ombudsman know about this strategy yet?
Hi John, the letter is to importantly inform you that we are supplying electricity as your preferred retailer hasn't successfully taken over the site. I'd like the opportunity to assist, could you send over a message on our Facebook page with the account details in the letter here: http://bit.ly/2Uog8fB. Thanks, Tyler.
What is the point of having a contact page if you are not going to respond to messages?
Your contact page states that you will respond within two business days.
I sent through a message on the 10th May regarding an issue of a refund for my father (who is deceased). It is now the 21st May and I have still not received any response from yourselves. At this rate I will have no choice but to contact the Ombudsman.
Hi Donna, I'm sorry for your loss and that you haven't heard back just yet. You should receive a confirmation email with a case reference number and another email containing a link to view any updates. So I can further assist today, can you please send over a message with the case reference number here: http://m.me/simplyenergy. Thanks, Tyler.
I didn't receive a confirmation email so I'm unable to give you a case reference number. And before you ask, I am 100% sure that I submitted the form correctly.
Thanks for confirming, so I can look into this please send us a private message with more details on the refund and any account details here: http://m.me/simplyenergy. Thanks, Tyler.
How can I get in touch with a manager or someone with real power? My bill was due on the 5th of august. I paid it on the 31st of July, accidentally twice. Ive now recieved an email that I'm over due. Yet I've called 6 times, sent emails, and no one can find my payment and no one will give me a refund. I spoke to someone on chat and he said he will write its been paid yet ive recieved an overdue bill. 6 phone calls and no one can locate my payment.
Hi kirby, thanks for letting us know. I'd like to have a case manager look into this further and ensure it's sorted. Please send us a message on Facebook with your account number and phone number here: http://bit.ly/2Uog8fB. Thanks, Tyler.
I am having the exact same problem too! I have paid twice on my electricity account and I have paid my gas bill too and they can't locate my payment. I am trying to resolve this matter now but this is really concerning why this has happened. The money is deducted from my bank account 2 weeks ago and still no payment applied to my bills. I used the app to make the payment which I now really regret because I now wonder how secure is it?
Took them 20 days to locate my payment. I did question how to pay next time. I was told the app should work next time. But I will not take the risk again. I personally will be using bpay as that way the bank can stop the transaction apparently. Make sure you call them so they look for it as you will recieve overdue bills!
Do real employees actually read and pay attention to the terrible reviews you are receiving? When is the app going to be fixed? 'Planned maintenance' does not take this long, I'd say 3 to 4 months ive been trying to get into my account. I've seen houses get built quicker than this. Can you please answer if you are fixing the app so people can actually log into their accounts or not? And don't ask for my details im not giving them.
Hi Raymond, thanks for your enquiry. We're aware of an issue impacting the app showing an 'under maintenance' and are working on a fix as a matter of priority. Thanks, Tyler
Why did they change the app? The previous one was so user friendly and basic. I used to be able to go in at a glance and see what was due, what date it was due, what was owing, what was in credit now I can’t find any of that.
Hi there, thank you for your feedback. We're always looking for ways to improve. If you have more than one account linked to your user profile, you can toggle between accounts by visiting the Account Information screen in My Account module. You can select the account for which you want to view the information. If you need further assistance, please send us a message with your review and account details here: http://bit.ly/2Uog8fB. Thanks, Tyler.
‘My account’ gives me basic info of account numbers and personal details only and tells me accounts are active. I can only view my gas account as the bill is new and still current and I cannot access any electricity usage or see if anything still owing or in credit. Sorry but it is just a terrible App update!
Hi there, once you're in the 'My Account' section, click to go to the 'Account Infomation' section where you can toggle between each account. Please pass over a message with your account details so we can assist further: http://bit.ly/2Uog8fB. Thanks, Tyler.
Just received an Overdue Notice for my last electricity bill - which I never received via email. This Bill coincides with the $200.00 Gov credit during the Covid 19 crisis. This reduced the Bill to about $40.00 - GREAT. But in a cash grab mode - Simply Energy charge $48.49 as an overdue fee for a Bill they never sent. Anyone else in this boat?
Hi Peter, sorry you didn't receive the original bill to be given an opportunity to make payment. I'd like to look into this further and make sure it's sorted, could you please pass over a message with your account details here: http://bit.ly/2Uog8fB. Thanks, Tyler.
I have been trying to log in to my account for about a month and it keeps saying maintenance and can't log in. How much longer is this maintenance going to go on for?
Hi Raymond, thanks for getting in touch. We're aware of an issue impacting some customers trying to access MyAccount showing a 'maintenance message' and are working on a fix ASAP. Could you please pass over a message with your account details so we can keep you updated: http://bit.ly/2Uog8fB. Thanks, Tyler.
Dear All,
Please inform me, does Simply Energy have any exit fees?
Thank you in advance for your answer.
Hi Anonymous762, great question! You can enjoy the freedom of no lock-in contracts and no exit fees with our current energy plans. You might also be eligible for an extra discount or reward if you're a member of our partners. Compare online here: http://bit.ly/2qWjFaQ. We're a message away if you need us: http://bit.ly/2Uog8fB. Thanks, Tyler.
I recently switched to Simply Energy. After I read all these negative feedback I am wondering how my future experience will be with Simply Energy!
Your electricity bills will make no sense and go up and up. If you call them you will be answered by Karen who will say 'I can see you owe this much'. When you ask why Karen will say 'I can see'. Karen can see, she can read inflated figures from her computer screen, but she can't understand. Cancel your contract while you still have time.
I'm just talking from my experience with this company. They're terrible and their only response to my 'how?' regarding my overcharged bill was 'I can see that is the correct bill so there is nothing we can do'
where's the explanation. Also, the fact that our usage is only for the average family of 5, no business operating makes this completely ridiculous. In the end, it's your choice maybe I was just one of the unlucky ones who knows
Prada, Did you complain to the energy ombudsmen about your concern?
I was a long time customer with another Energy provider, however few door knockers convinced me my bill should be lower with Simply Energy. I got my first bill $1173.55 and gave me a shock. I sent them one year analysis of previous providers bill. Then Simply Energy said there is a error and revised the bill to $502. Still much higher than my previous bills . Not a great experience. When I called the customer service to discuss, they were not friendly at all.
Hi Kamal, thanks for letting us know. If you'd like further assistance with this please send a message with your review, account number and phone number here: http://bit.ly/2Uog8fB. Thanks, Tyler.
Hi Tyler,
I have sent the account number and my contact. Please check.
Thanks, we've responded there now. - Tyler
Why is there popr rating? And I seen that its monthly billing?? i just signed up. Im not confident of using your service now.
I changed from a monthly bill (which I’d only had for about a year) from another company and I thought they were expensive. Then I had door knockers who showed me how much I was going to save. My bill was almost quadrupled what I had previously paid. I couldn’t get away fast enough and I should’ve stayed with my old long time company. I am now with a new company recommended by two friends (so I shall see). They’ve taken ages to rectify my first bill which I paid in full even with their overcharging. Just be careful - no matter what we are told about transparency and competition (these energy companies are mean and expensive!)
So simply energy is a scam and a rip off? That's no good.
Hi sandwickman123, thanks for getting in touch. I'd be happy to discuss this further and help any enquiries on your account, just send over a message here: http://bit.ly/2Uog8fB. Thanks, Tyler.
I want to know if you do hot water systems and can I put it on my bill?
Hi Kerry, thanks for your enquiry. There's no word of us installing hot water systems and paying it off via your bill, however, depending on your meter you may separately see the usage of your hot water system listed on your bill. If you have any questions, just pop over a message here: http://bit.ly/2Uog8fB. Thanks, Tyler.
anyone looking to join a class action against simply energy?
please contact me via my profile and we see if we can get the numbers needed to crush these scammers once and for all
Simply energy are using Equifax for debt collection this company is one huge scam from what I've read they automatically give you a terrible credit rating then you are requested to give all your financial details and they fix the bad credit rating they have created and charge you. This company has been investigated by government under their former name veda advantage and current name Equifax . Simply energy are using them and handing over people's personal details . I hope this helps
i agreed to change my account to you but i am getting nothing in regards to my account to show me my 35% discount i will cancel if i am given no evidence of you sending me proof of the discount regards [Name, Address and Phone Number Removed]
Hi Allen, thanks for getting in touch. I'd love to help get this sorted. Private info is kept secure, it's best to delete or remove the details from your post and resend it as a private message here:http://bit.ly/2Uog8fB. I've sent you through a message and we can continue to chat there. Thanks, Tyler.
Simply energy said when we get our first bill we will definitely see a decrees not an increes for sure it was not happy I'm going back to my last provider there a lot cheaper
I agree Chris!
Hi Chris, thanks for reaching out. It's best to compare your invoice with the same period last year to take into account seasonal swings in your usage. Let's take a look into your invoice and make sure you're on the best offer with us. Please send me a private message with your account details and reference to this review on Facebook here: http://m.me/simplyenergy. Thanks, Tyler.
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