Eire Electric Reviews (1/5)

Cancelled my account as I was moving house. Before I received my final bill in the post, received an email or call asking for payment, I received an email from CMOS debt collectors threatening with legal action. I had no problem settling account in full once I knew my bill or how much I owed. Instead I'll play their game, have agreed a standing order for €10 a week. This was not necessary. Avoid at all costs.

I’m an existing customer. I’ve been waiting a month to have my plan switched to a smart plan. Should be simple, right. I’ve made 7 or 8 call at this point. Sent 2 emails, used Twitter and live chat. It seems the complaints procedure isn’t working either. On 2 occasions over the last week, after seeking escalation of the matter on the phone. I was told a manager would call me back. Nobody did. Its a comedy of errors at this point. Avoid. Update: Since posting, on 2 more occasions I’ve been told a manger will call me back on the same day, thats 4 broken promises at this point. Twitter account has also not replied.

I have lost count of how many times they charged me duplicate on my direct debit. Now that I’ve removed it (because I can’t afford having them charging me 200 euro every other day) they’re charging me 300 euro for security deposit. I tried calling them, always get disconnected. Sent emails, never replied. I have no words to explain how stressful is being an Electric Ireland customer. Can’t wait to do the switch.

@ElectricIreland First time I contacted Customer service by phone December last year when I bought a new house. Actually is the worst customer service i’ve ever had to deal with! Every time I am calling because for example I have been advice to call every week from December I hear a different story! I even asked my husband to assist me as I would like to have a witness at this point... He was assigned as a second owner of an account with me TWICE! And in todays call have been asked again as there was no info that he has been assigned already! I have been forced to cancel my gas account at some point, as it has been explained to me that there is no other way to set up an appointment to remove the old meter which was with previous owners. Then I have been told that I don't need to do anything to set up a new account as my query has been proceeded... Then every time when we called our situation had been queried with different department. The gas account is still visible as pending! I would like you to give me exact timeline when my Gas account become active and when my gas meter will be installed?! I sent a request - this time by email! If I knew I am going to deal with such a poor customer service I would probably think twice before opening an account! Hon

Pay the extra and go with a provider who can actually do their job. We recently moved house and Electric Ireland have been beyond useless. Accounts not closed, two week wait to reactivate gas line when we were told a day or two, credit not transferred over, staff not able to complete basic requests because they cant deal with smart meters, no call backs about account issues, €50 account closure not refunded and the list goes on. Over a month now and its just one problem after the next. No point making a complaint or speaking to a supervisor as they simply dont care. Go straight to CRU for complaints. Sooner these companies go the better... Thank you fot the offer but i'd rather go the CRU route, the supervisor and numerous people I've been onto all had multiple times to rectify this and they didn't. Stop wasting everyones time and provide a service that isn't brutal, then you wont get so many complaints and terrible reviews... Thanks

The Worst customer service ever. Have been calling them over few months now. The ask you for the same details over and over again just to transfer you to someone that will hang up on you. Help is a joke for them. Whenever you call them they always expirence high volume of calls and waiting times are around half an hour at least. They just saving money on people. If they hire just few people it's always going to be a big queue.Quality of the sound is sometimes worse than it'd be in a train station with several trains running over your phone. When someone says that they'll investigate something it means that they'll come back month later to you with the same issue that occurred previously forgetting about all previous calls you have had with them. When you send them details that they asked for they will pretend that they don't know who you are and you have to go through the process all over again. Time wasters.

An absolute nightmare to deal with, being transferred from one department to another. Wasted hours on call where at the end they wiped out all my loyal customer discounts I gathered for years saying they don't do it anymore. An absolute disgrace. Paid 0,21 last January where I pay 0,39 per unit now with no discount anymore.

They are always asking for something to be redone, they always don't like something, I spent one month on them and moved to another company.

Disastrous company, avoid if you can!!! Couldn't get the refund for weeks and when I got it back, it got so small, they basically ripped me off!!! Update 14.06.2023 They were meant to send me the refund, but instead of that they send me another bill and instead of refund they wanted to charge me more. I called service desk and was told it will be sorted in 10 working days. It is now 15 days and stil not sorted. They pretend to be helpful, but they just want to drag time and keep the money. Huge disappointment!!! Update 27/07/2023 Had a final call to the service desk, was transfered to the main manager, there I was told that instead they gave me back my 167 euros, which they owned me, I have to pay them 120 euros unless I can prove with the photo of the meter reading at the time of switching to different provider. They gave me condition I cannot fulfill and therefore I loose this fight. Please stay clear off this company. I said to the main manager, that all the one star reviews are true on the internet and they are bunch of scammers!! I have nothing more to say about this.

I had a bill to pay of 38euro only , But because I left and went to Another provider Because I knew I was getting ripped off they put an extra 9,45 onto My bill just for leaving. Talking about a theft. Be very careful people of these,

I would give them less stars if I could . 10 months trying to get a bill.I finally got it and they took any extra 650 euro without any warning. I got penalised by my mortgage provider due to not having enough to pay my mortgage. So it took 3 weeks to get my 650 back which is Friday gone I wake up this morning to another 650 euro taken from my account. Now again I am in a situation where I can't feed my family ,I will have to beg borrow or steal to survive. Today I was met by a supervisor who basically said nothing she could do.It would be 3 or 4 days to get it back when I questioned why is it on 3 or 4 days this time not 15 .She then said on no sorry its 15 working days minium this time.No empathy for my situation. She couldn't careless if I can't pay my bills .I'm now left wondering how to survive. I will say only plus point was the first time customer service agent Andrew was at least emphatic of my situation and tried to help. My wife in tears .I can't sleep as I have to keep checking what other money they may take. They've also took the money for the bills I did owe which they also said they wouldn't do till situation was resolved

There is no 0 stars. First bill I received was issued the next day I had a bill meter installed, and was charged for the previous payg meter. Contacted customer support several times and was told the mistake would be resolved and would not be debited from my bank account, should have seen the reviews first. When I queried this I was told that the bill was correct and I owed that amount, took multiple calls and be transfered around for someone to look at the bill and realise it was wrong. Start demanding to write a complaint and bring to the CRU.

The stars are personally given to two costumer assistants named Wane and Sara who made my day. Most of the time I called that company everyone just passes me on to someone else and then no one seems to care to resolve my issue but this two people WANE And SARA were outstanding. Thank you so much guys 🙏

As the other reviews here also detail, Electric Ireland's customer service is non existent. I actually cannot put into writing how bad their service is. I simply wanted to move house and move my account to my new address. Ironically this is an option on their customer service dialpad when you ring them...however after waiting on hold for about an hour, that was only the beginning of the waiting as I was then transfered from Johnny, Jimmy to Jack...each of whom informed me that they couldn't do what I needed to do but that the next department would. Now the Johnny, Jimmy and Jack's who I spoke to were generally nice along this ridiculous journey of transfers but by the time you reach the 4th Johnny transfer, your patience will be eroded, especially when that Johnny also informs you that they too can't do what you are ringing them for!! To add insult to this already frustrating and extremely poor service, there were occasions when the waiting on hold resulted in the line transferring me to an automated person who says "no voice mail available for , only for the service to hang up on you. Yes to hang up on you. After having waited for possibly 2 hours at least (3 hours one day) at this stage to speak to someone. Now after the above happening twice (ie) waiting on hold for hours and being transferred from person to person who could not actually do anything that I needed (a simple request to move house), when I got through to the next live person on the line I insisted that she was not going to transfer me to another department and I wanted to speak to a manager. Initially I was told that this lady could not complete the task I needed her to do. However, after asking for a manager a second time I was then informed that this lady was in fact a manager!!! This woman then proceeded to transfer my account for me. She wasn't particularly nice and I could tell she wasnt too impressed with my politely expressed discontent with the service, but at least she did actually do what I rang electric ireland for. Imagine being relieved that the 10th person you have spoken to eventually completes your customer service request. After ringing 3 times on different occasions, being transferred from the 'move home' department to the 'sales' department to the 'smart meter' people to the 'I can't even keep track of what other departments' I was referred to. All this on a customer service line which offers "dial 2 if you are moving home" as an option when you ring it. Add into this wait times between transfers of a minimum of 45 minutes, oftentimes more. I cannot state loudly enough how APALLING the service is with electric ireland. I haven't even gone into detail about the errors and lack of cohesion and just lack of plain customer service. I absolutely DO NOT RECOMMEND. On top of this, I was then charged a €50 fee to close my account, even though this fee does not apply when moving home as I was opening an account in my new address. Now I have the unenviable task of contacting this horreendous service again to get my €50 refund for this error. I have just ended my initial quest to do this and spoke to the first live person after about a 10 minute wait. She then transferred me to another department. And guess what happened after I waited 45 minutes on hold.... I was hung up on. It is 8.05pm as I sit here now and I attempted to ring back only to hear the automated service inform me that they close at 8pm. Wonderful. Another day of trying to deal with the worst customer service you can possible imagine. So. Bad. If I could have given 0 stars I would have. I actually cannot believe how bad Electric Ireland's service is. I almost forgot: Electric Ireland refused to accept a Revolut IBAN for my direct debit set up. This is illegal and is called IBAN discrimination as per SEPA regulations. Electric Ireland are obliged to accept IBANS from other SEPA countries. Another issue for me to further my complaint about.

Very disappointed with the customer care from electric Ireland. I’m waiting four weeks for them to refund us a payment that they took mistakenly. Phoned last week and spoke to a team leader who confirmed it would be processed the next day. Phoned today and was told the query has been left idle for the last month with no explanation as to why.

They are Charging you more if you add more money, it’s logarithmical setting and you shouldn’t notice that. There is significant difference using mechanical or smart electric meter. No Electric Ireland ever, thank you

Seems to be no internal communication when a customer issue arises. I was overcharged for a bill, bounced around between departments after hours on the phone, and assured by two different people that I would not be charged for the incorrect bill. I was still charged. Customer-facing service and staff are helpful in the moment, but the management and communication systems are pitiful. Avoid if you can.

Awful Company, Awful customer service and complete Rip offs. AVOID THIS COMPANY.

Don't let them near your bank account. Just pay your bill on their website instead. Electric Ireland have been using the "reduced capacity" excuse for 2 years, just hire more people, your customers, myself included, don't have unlimited free time to be on hold. The chat option is a bit quicker .

If there was a zero rating that's what it deserves. I would advise against switching to Electric Ireland. Despite huge profits and extortionate charges they must be severely under staffed. 10 day wait due to backlog of queries, nobody to do a meter reading etc. Their sales team member mixed the day and night readings up, leading bills to be very over-estimated (nearly 2k over). Two months later and the saga continues.