Read ESB Energy Head Office 195 Reviews Summary 2025

Jamil Ahmed rated ESB Energy Head Office 1 stars

8 months ago

This is some text inside of a div block.

ESB Energy has provided an appalling and substandard level of service throughout my interactions with them, marked by delays, inadequate responses, and a blatant disregard for my rights as a disabled customer. Their financial mismanagement has been astonishing. I was overcharged multiple times due to their defective pre-authorisation process for one EV charging session. It took a month for them to calculate and refund the amount owed. As someone with disabilities that affect my communication and cognition, I made clear and explicit requests for communication adjustments in line with the Equality Act 2010. These requests were ignored in the initial interactions, with the company sending unstructured and confusing emails that only added to the stress caused by their mistakes. Their customer service was similarly unacceptable. During a phone call, one of their agents, Niall, was dismissive and rude and responded immaturely when I challenged his unprofessionalism. ESB Energy’s response to my complaint about this call handler was disturbingly generic, offering vague assurances of “training” and issuing disingenuous apologies for how I felt about things, ultimately failing to address the gravity of the situation or demonstrate any real accountability. Adding to these failings, their privacy policy listed an invalid email address for complaints, which was incompetent and potentially a breach of data protection legislation. Overall, ESB Energy has shown shocking incompetence and a complete lack of respect for its customers. They cannot be trusted to handle finances correctly, respect customer rights, or deliver even basic service levels. This is a company to avoid at all costs.

Gemzy rated ESB Energy Head Office 1 stars

Edited 3 years ago

Was sold ESB on at the door with grand promises of a cheaper tariff, my early termination fees covered, keeping my warm home discount and green energy. Sounds too good to be true? That's because it is. After calling at the beginning of October about my fees I was told to send in my final bill and they'll credit the amount (£90) onto my ESB account, 3 weeks later, nothing. Called up today to be told it was on my account as it was in credit, okay fair enough, then to be told that they only offer the warm home discount to those of pension age, I'm 30, so there's no way the door to door sales person could think I was pension age! After coming off the phone I look into my account credit to see the only credit on there is the payments I have made to them. Call number two, explain everything again and the advisor asked me if I have already left them! Talk about not actually listening! He then tells me that the fees are paid directly to the old supplier. Now I've just come off the phone with the old supplier who have confirmed that no fees have been sent to them. Lie number 2. The only thing they have stuck by is the cheaper tariff which judging by other reviews that won't be true much longer. Absolutely atrocious! I was even shown their trust pilot score of 4.4 on sign up. I wish I checked Google reviews too. Edit 06/11 Since writing this review I have gotten no further other then now being told that ESB won't wover my early termination charges either now but have offered £60 credit on my account, not much of a gesture seams as now this switch is costing me £230 with the warm home discount and now the £90 in charges they won't cover. Update 17/02 I am now finally back with my old supplier, after a Ombudsman complaint and (unsurprisingly) ruling in my favour I have had all payments I made refunded to myself but I am yet to receive the agreed upon compensation amount from them as rather then pay it me directly they put it on my account as credit. For anyone having issues with ESB I highly recommend getting in touch with the Ombudsman, process is really easy and if unhappy customers let it slide nothing will ever change and they need to be held accountable.

Ron Warwick rated ESB Energy Head Office 5 stars

Edited 3 years ago

I enrolled with ESB in late 2017 and have since then received good service at a good price, with ESB proactively offering their best available tariff when each of my fixed term contracts approaches expiry. On the the very few occasions I have needed to speak to them, my calls were promptly answered by polite, friendly and efficient staff who were able to resolve my query whilst I was talking. The latest e-mail from ESB advised me that I was paying too much on my direct debit when compared to the energy I have used so far this year / predicted to use in the remainder of the year and reduced my monthly payment by £10 per month. This is the first time in my 42 years being a householder that an energy company has proactively reduced my payments, I am very pleased with their honesty and integrity. I have recommended ESB to relatives who like me are also pleased with their price and good service.