HEM 

We have a property in Rotterdam of which the gas connection was removed by the energy service provider Stedin in 2021. Hence no gas can be used. Every month I pay Eur84 to HEM for electricity. 3 months ago HEM started charging us for gas at the property, is started with EUR2,540 a month!?! They are impossible to get hold off, we wrote to client services numerous times, tried to call. Their debtors department is harrasing us for payment. They are extremely rude. They refuse to listen when we say we logged a complaint and even sent a registered letter. The person told us they don't care if we move as they don't want customers like us anyway. After 9 further calls, customer service responded and acknowledge they made a mistake re the gas charges and that it will take them 8 weeks to sort out. Then, a week later I got a final demand letter for EUR5080. They now are threatening us with an order from a judge to recover the money. A lady called us to say this our last chance to pay. She said she is aware that we told them we don't have a gas connection and that she understand our frustration but if we don't pay they will come and take our possessions. Cannot believe a company like this is allowed to operate in the Netherlands.

nothing seems correct with this supplier

On 4th April I got a mail saying the following:

Dear Deepika, .

We have processed the meter readings and stopped the contract. As said on the phone, you will only be charged until the 29th of February, Our sincere apologies for the inconvenience.

I also had another email from them with my final statement mentioning a refund of €192, which I never got.

But it is July now and I still get calls to pay the outstanding bills for April and threats that they will come to my house and collect it. I moved out of the apartment in February and you still are badgering me for this inspite of closing the contract!

I had a contract with HEM for 1y, which included a cashback of €250. It is stated in the conditions of the loyalty bonus that the amount will be corrected in the final bill. Upon receiving the final bill (early March 2024), i immediately requested the amount to be adjusted, and the reaction is that a team is checking whether i respected all the conditions, which is already a breach of their own bonus document (i received 3 times the same email)

I lodged a formal complaint on their website mid-May; with all correspondence and their own documents, and they promised to come back to me within 2 weeks. It took them over 4 months to come back to me, to the point that i lodged a complaint to the geschillencommissie. Only around 15 July, the money was deposited in my account.

Stay away from the company!

I don't even know how to start this review, the worst experince I have ever had with a provider.
1: A third party company (hired by HEM) called me saying they are from my old provider: Budget Energy. Knew all my data: name, address, birth o date etc. The guy on the phone was arrogant and even after asking multiple times to slow down he didn't. Because I was happy with my old provider I agreed to a new package. A few weeks later I get an email from HEM that now I am their customer and have a 1 year contract with them because I agreed to it during the phone call. I requested the recording of this call, because never in my right mind would have I agreed to a 1 year contract as I was living antikraak. I have never received this recording even tho I asked for it 4 times and I got ignored every time. They are unreachable through phone and they only reply to parts of your emails, totally ignoring questions and requests that are uncomfortable for them.

After I had to move out from my apartment (because it will get demolished which I also explained to them) they sent me an email that I have to pay a big cancellation fee (not the case, called Juridish loket and they said in such cases I don't have to pay). Also I cancelled 1 month prior in April, and they are still deducting money from my account for June. I feel helpless, they are your worst nightmare, inhuman customer service, shady ways of getting you into a contract with them and then milk you as much as they can.

It is actually really upsetting that they can do this legally in The Netherlands in 2024 and nobody does anything against them. What a shame.

One of the worst Service and very bad experience with this company starting from Signing the Contract , Till date.

This is the absolutely worse company to every come in contact with, they will up your rates randomly they never answer their costumer service emails. and then when you leave them because they have been stealing your money they will send absurd cancelation fees bills

Worst company! DO NOT USE THEM! They are scammers.

Hey guys! I was here a couple months ago complaining about a problem I had with HEM. However, the problem is resolved now, and I must say I am very happy with the service, especially with this HEM employee who helped me through my troubles, Sterre. Sterre investigated my case and was competent to solve the problem. If you have problems with HEM, I recommend you guys writing a review here in Trust Pilot, and maybe she can help you too, since other HEM employees werent able to help me, but she did! Everyone makes mistakes and I forgive HEM. Thank you for refunding me. Have more employees like Sterre!

UPDATE:
I need to say big thanks to Sterre from client service. She helped me with my issue, everything was solved! Giving 4 stars for Sterre at customer service :)

They scammed me last year calling and trying to get me on their contract. After I received contract and I saw HEM instead of Enexis I call them back. They said me they're working for Enexis and it's same company. After I called to Enexis they informed me this is way how HEM is getting new clients. After spending half day on phone waiting for someone from client service to pick it up, they canceled my contract and said I do not need pay anything. After almost one year they're calling me and want money, even if I have mail confirmation of cancelation. After I was trying to explain situation to lady on phone, she just ended phone call. This is not normal, BETTER DON'T PURCHASE ANYTHING FROM THEM!!!!!!

I ended my contract on May 2023. I received several emails saying I paid extra in installments and I will receive some amount back.

Out of the blue debt management from HEM mails 90 Euro bill and demand to me pay immediately to avoid collection costs. I asked for the bill but was redirected to customer service.

I mailed customer service for the bill and they never responded. Meanwhile harassment from HEM continues and I am given today 3PM to settle the amount or face penalty. This is SCAM happening in a first world country so many people are affected and nothing is done about them.

I've been trying to report a moving for weeks and have not solved this! They are terrible at customer service, I've been waiting in the line for 20 minutes as I should've received an email one week ago to transfer my contract.

Avoid them at all costs!

I was unable to access my reports and I sent an email for help. They took time but responded and my problem is solved. Thank you!

Hi, I have been scammed by them. I was in the blieve to talk to vattenfall which I had an energy contract with. They told me the can not deliver heat to my place. So I called the client service of Vattenfall, to this date I do not know who I spoke to. But they offered me a contract for heating I believed. But then now it turns out it was electricity for which I paid twice once to Vattenfall (despite being within 14 days and telling them HEM to cancel it then and being assured they would in the believe i get heating from them for 100 Euro a month now). Furthermore I have now an electricity bill that is 3 times the amount I paid, and I would have never agreed had I known it is electricity. Stay away from them!!!

I'll give four stars since I had many problems with this company in the beginning.

However as of their recent help, Sterre has confirmed that there was an error on their side that they have since rectified.

My account is now clear so thank you for fixing this issue.

HEM blindsided me with a call in November while I was busy (I thought it was me previous provider calling as they'd called me the previous day) and signed me up to two addresses; my current house in Gelderland and my old apartment in Amsterdam. I had moved out of the Amsterdam apartment back in June '23 and was under different provider. I've tried sending emails and calling, all of which go unanswered. They sent the unpaid invoices for my old address to collections, and the agent who called me had no idea why I was signed up to that old address either. She told me not to pay anything while she sent it back to the customer service to be sorted out.

I decided to change back to my old provider (no chance in hell I'm staying with these scammers). They tried to sign me back up to HEM for twelve months and became extremely rude when I declined. I asked for a number to call back as I was working and wasn't going to sign anything until I'd read it. I was told that there wasn't one.

"I tried to help you. Have fun paying the €400 penalty. Merry Christmas."

I've never experienced such obnoxious behaviour and would recommend that if you get a call from HEM that you say "No, thank you.", wish them a good day and hang up. If you do fall victim and sign up, I can promise that you will never be able to reach anybody to answer your questions. Their sales/retention teams are obviously staffed by younger 20-somethings who are on commission and will use every high-pressure tactic to get you sign up. After that, any attempts at contacting customer service will be met with silence.

*** UPDATE 25 March 2024 ***

On 13 March 2024 I received an email from HEM acknowledging that they had wrongly provide energy to the address that I moved out of five months before getting duped into signing up. They stated that they would contact the previous supplier to get the account transferred back to the resident of the property. They were thrilled to end the email by stating they'd resolved this within 8 weeks (no, they didn't and it's still not resolved)

On 22 March they sent me another email stating that they had sent another invoice for the incorrect address to collections. This is beyond ridiculous. Admitting they incorrectly signed up an address, then sending the invoice for it to collections.

I am deceived by HEM in august 2023. I was tempted to switch from Essent to HEM by a lower monthly fee. However, I cancelled the contract within the statutory cancellation period because I became suspicious. I was afraid that prices would increase drastically when the price cap (prijsplafond) would stop in january 2024. As a result, an so-called accountant from HEM called me and convinced me to sign yet the contract - with misleading arguments. Since january 2024 I pay 545,- € monthly and the real costs are even higher. The tarifs are absurd, for electricity (0,92€/kWh), for gas (2,78/m3). Even more ridiculous: delivering electricity back from your solar cells: 0,06 €/kWh. I sent a letter to HEM asking for cancelling the contract because of "Dwaling", no reaction! I will send the case to Kassa from BNN Vara.

In Nov 2023 my husband was called by one of those mediator, who sold him on a low price at HEM. Later on unitprice appears rather high. Thus monthly bills became almost twice as high.
After complaining to their complaint department Hem agreed to investigate the matter and returned us back our previous suppliers. They acted quite decent and professional manner and did as they promised.

Do not do anything with this company (HEM). I was contacted through an energy seller in October 2023 for a 3 year contract. They said if I sign with HEM €485, after the 14 days period I get contracted by HEM to say the amount I will be paying around €900 for November and for December almost €1000 for December. In the beginning of December I found another energy company and was switch begin January. I received a cancellation letter from HEM and in the letter it said that I didn’t have to pay any cancellation fees (€0.00). Now tell me why for Valentines Day, I received an end of year bill and the cancellation fee of over €4800. I contacted them and the sent me a letter saying I agree to that in the terms. I agreed to €485, can’t find the energy seller and I have to pay for my own Valentine’s present. I didn’t receive any flowers or a dinner. I feel totally screwed over. Yeah me. They are scammers. BUYER BEWARE!!!!