Lumo Reviews
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Easy switch, problems reading digital metres
I recently changed to a new energy provider, the process was really straightforward. I simply downloaded the app and set up my account with my email address without any problems. One thing I really like is that I receive reminders to check and submit my meter readings.
However, I have been struggling with reading my digital meter as the app only shows two options. I usually go with the first one, but whenever I try to submit it on my phone, I am told not to enter any numbers after the decimal point. I think I will just send them an email to get this resolved.
Nonetheless, the app does keep me well informed about my expenses, direct debit payments and energy usage, which I find really helpful!Energy tariff
As someone who's signed up for this energy tariff, I have to admit that at first, I was a bit unsure because I didn't know much about the company running the show. But then I got an email from the big boss, saying that all of us customers are now part of their family, and that put my mind at ease. It was good to see them being upfront about the whole thing, especially since I was worried about not knowing who was actually providing the service. In the future, being able to deal directly with the parent company instead of a middleman will definitely make things better for us customers. The recent updates and clarifications have made me trust the service again.
Online platform for managing energy usage and bills
I found the online system for keeping track of my energy usage and bills really easy to use and efficient. The app helped me to remember to send in my meter readings each month, which was a great feature. I also liked how straightforward it was to change my monthly payment if I needed to. In general, I thought the online platform was very convenient and would definitely suggest it to other people.
Smart meter installation
As someone who's a customer of the energy provider, I'd say the service has been pretty good overall. But, I've been getting constant calls and pressure to get a smart meter installed, even though I've made it clear I don't want one. This whole push for the smart meter has been annoying and has kind of spoiled my otherwise decent experience with the company.
Incorrect final bill complaint
I got in touch with the company because I had a problem with the last bill they sent me - I thought they got it wrong. They admitted their mistake, but they didn't give me the compensation I should've got according to Ofgem's Back Billing Principals from May 2020. What's more, they then sent me another 'final' bill way later than the 6-week limit set by Ofgem.
Mysterious bill for unknown period
I recently got a strange bill dated 9/7/20 for a time frame between 16/10/18 and 28/11/18 for my property, but they didn't include any contact details. It would have been useful to have at least an email address for questions. I tried to get help through their support section, but got stuck when they asked for an account number. I'm still unsure about what this bill is for and I'm hoping to contact them soon to clear things up.
App access issue resolved promptly
Even though I couldn't download the app, Lumo always gave me quick access to my account whenever I needed it, so I could easily keep track of my energy usage and payments. I really liked the reminders to submit meter readings, they gave me enough time to do it properly.
Easy-to-use, cost-effective switch
Switching to this service was so easy. The app is really easy to use, and I haven't had any problems since I switched. Plus, it's much cheaper than my old supplier, which is great for my budget.
Bill dispute
I had a bit of a problem with my energy supplier recently, which left me feeling quite annoyed and let down. Even though I have a smart meter, my last bill was worked out using an estimate rather than the actual readings. It's got me thinking about why I bother with a smart meter if it's not being used properly to give me an accurate bill. I've tried getting in touch with customer service about it, but it's taking ages for them to get back to me. It's not great to see that other customers have had the same issue, which makes me think the company might not be playing fair. I'm planning to take this further to make sure things are clear and they're held accountable.
Account switch to another provider
I recently tried to switch my account to a different provider, but I ran into lots of problems because Lumo has a really inefficient system and they don't keep their records very well. Even though I always paid off what I owed each month, Lumo didn't update their records quickly enough. This meant that the new supplier kept rejecting my transfer request, causing a lot of unnecessary delays and frustration. It felt like I was never going to clear my balance because every time I paid in full, Lumo didn't show it on their systems, so I would get another bill the next month. This cycle of confusion and inconvenience has been going on for months now, and I feel completely helpless and unsure about what to do. Even though I complained to Lumo, they keep insisting that I have to clear my outstanding balance before I can switch accounts, which is really annoying and feels like it's never going to end. Overall, my experience with Lumo has been really frustrating and disappointing.
Smart Meters Nightmare
Oh my goodness, I can't believe how awful my experience was with Smart Meters from Lumo! It all went downhill just one week after they were installed. The meters kept malfunctioning, and it was a complete nightmare until I switched providers. I couldn't get through to anyone for help, and logging into my account was so difficult without a special link each time. The app was really confusing, and the way they handled payments was just nonsensical. I was so relieved when I finally switched suppliers, but even then, I had to make a complaint just to get my final bill from them. I definitely won't be going through that again!
Recent billing issues
I've been having some problems with my bills from the company lately, and it's really frustrating. I stopped using their service a few months back, but then I got two wrong bills. Thankfully, I got them sorted out by getting in touch with customer service. But now, I've just got another bill for more than £300 even though I'm not even a customer anymore. I've been trying to reach out to the company, but I can't get through because the online form needs me to enter a valid account number, which I don't have anymore.
Switched in July, still waiting for credit refund
I switched over in July when I was owed money, but it's almost October now and I still haven't got my £209 refund. The customer service is just terrible - their communication is terrible, they don't have a phone number, and the emails are so slow. I'd advise avoiding this company completely!
Inaccurate billing issue
I'm afraid to say that I've had a bit of a problem with Lumo's billing system. Even after changing to a different supplier, they kept charging me for services I wasn't even using anymore. This has caused me some financial stress, and it looks like I'm not the only one dealing with this based on what others have said in their reviews. I really need a refund for the money they took after I switched, so I'd be grateful for a quick fix to this situation.
First happy, then sad
I was really excited when I first signed up with this company! They installed my smart meters quickly and the fixed tariff I received was excellent. Everything went smoothly, like a dream!
But then, out of nowhere, as my fixed tariff was ending, I received an email saying they don't offer fixed tariffs after a year. I mean, what's that all about? They wanted me to switch to a much more expensive standard tariff if I wanted to stay with them. That's just crazy, isn't it? Why would anyone want to pay more for no reason? So unfortunately, I had to say goodbye to Lumo, which was really disappointing. Now I'm with a new supplier and my smart meters can't even work with them! It's really frustrating.Overcharged, bad customer service
So, I bought something a while back and then, out of nowhere, I get this big bill saying I owe loads of money. I mean, seriously, what's that all about? They blamed someone else and their email was all over the place. They need to sort it out, I'm really annoyed!
Account management
The Lumo app is handy for keeping track of my account and paying bills, but I've had some trouble getting hold of customer service. Occasionally the app doesn't have everything I'm looking for, and I'd much rather speak to someone directly than leave messages.
Review with most votes
Mysterious bill for unknown pe
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