OneSelect Reviews 

Increase in direct debit although I believe I am considerably in credit. No details I can find on website to confirm this credit. Can't get through on phone to find out about this credit. In limbo.

Email received last week saying that they were uncreasing our direct debit by 20% (£86 to £103) "to cover additional usage through the colder autumn and winter months" - I thought the point of fixed billing was for a flat price all year round, overpaying in the spring/summer and underpaying in autumn/winter? I emailed via their contact form querying this and asking for justification, and the reply contained nothing except a repetition of the patronising sentiment of their initial email stating that the increase would "keep you in credit and avoid you getting into debt." - thanks for your concern, OneSelect, but being in debt through the winter and then repaying that debt in the warmer months is the point of the billing method that you use! What it seems to me is that YOU don't want to go into debt in the winter and would rather shore your account up with your customers' funds. Unsurprisingly, I don't recall ever receiving an email in the summer asking if I would like to reduce my payments as I was in credit (which I am now). If you would like to operate monthly billing that's fine - I would happily pay for my usage monthly, as I have done previously with First Utility, but this wasn't an option when I moved to OneSelect. It seems OneSelect would like the best of both worlds - overpayments in summer AND winter. Having read other reviews below, it seems inadvisable to be in credit with OneSelect at any point.

Absolute disaster! Increase of 250% from £36.00 to £90.00. They do not respond to your emails and the customer service is so crap. No one picks up the phone from the other side! really fed up with them!

Unjustifiable increases in Direct Debits. Year end was £225 in credit. I reduced consumption by approx. 4KWh (shut down hot-tub) but One Select increased DD by approx 20% to £187/m !! No explanation. Pity, because it was a good deal.

Not too happy with this company. They set my DD at £57 per month, have used very little fuel over the summer and it has now increased for the second time, this time to £75. There is no communication from them, I now have to check with my bank each month to see if there is an increase. Previously with First Utility who gave a wonderful service. This mob are as poor as British Gas.

Nightmare non existent service. 45 minute wait times followed by rude customer service that is arguing with me that their system is working just fine!

Absolute nightmare trying to deal with this company. They have a massive backlog of emails (I emailed in May, just to have to phone in July to be told they have 'a few weeks' backlog). I sent them a payment, they were still sending me debt collection letters, so I phoned them and it took them 2 weeks to find the payment (even though i'd used my account number as the reference). It also takes ages to get through to them on the phone. They send you bills via email then later that day send you another email saying your payment is overdue. I got a bill on Monday, it is now Friday and I have been sent another email to say my payment is significantly overdue and threatened with debt collection. This is a common occurance for all bills, I appreciate I don't pay them on the day but this is ridiculous, especially as they can't even find the payments you do make for weeks. Thankfully, I have now managed to switch, but I'm stil having to deal with them for the final bill. I did not have a choice about having to use them, i do not recommend anyone switches to them ever.

My payments increased YoY from £56 to recently announced £81 about 45%. I have been now waiting 4 weeks for my bill no. 4 where I am going to be in credit balance. Don’t understand this attitude at all, my communication is ignored.

You have been such a great company but what happened to you now?

UPDATE: I was contacted immediately following this review by the team and sent the missing bill. I was offered a review of DD payments so I need to say, that there is still somebody who cares about the business reputation. I am incresing the original rating to average as I feel that’s fair following the promp response and dealing with the issue.

£100 in credit. Wanting to increase DD from £51.61 to £66! Is it bonus time for the company??

I've now reported the company to the Direct Debit complaints team.

Left the company 2 months ago. Still awaiting correct final bill after 2 months (they owe me £100). Don't respond to emails. Phone waiting times over 20 minutes.

Waste of time complaining they just ignore.

They also modify submitted meter readings, despite the readings also being emailed to them.

After 5 months of requesting a final bill, all ignored but with them sending Bailiff threats for an amount I had no bill or statement for, I requested to enter the complaints process per the T&C's on their own website. I had to do this three times and finally got a response 6 weeks later from a named person, with a reference number, saying she was opening an investigation and she'd be in touch within 10 working days.
That was 34 days ago and when I emailed her today to ask for an update the mail was bounced saying her address no longer existed. Absolutely astonishing. I don't see this being resolved this year, which is utterly ridiculous.
They only seem to respond to poor reviews, although that only extends to an initial "we're sorry this isn't our usual level of customer service (it is) please DM your account details so we can get in touch"
They then don't bother.

So stressed and sick of it, and can't even get Ofgen ombudsman complaint started as they've not responded to me to give a deadlock. Hideous company.

Found the staff member very friendly and appeared to be genuinely concerned about helping me. Not only was my query resolved but she put me on a cheaper tariff.
Downside waited 25mins for call to be answered.

Excellent assistance with One Select - sorted out my issue with direct debit increase very swiftly and clearly.

Thank you

Switched to OneSelect for good deal Sept 2017; excellent service for 12 months. Disappointed with offered new deal so shopped around and encountered problems over Switch and Switch back, true cause not understood. Persevered and with help from "Bennie" now hope problems solved. Wish the new deal was less costly tho`.
Keith T.

Really helpful staff members on the phone, very friendly and able to resolve all my problems. My only issue is that the hold time can take up to 30 minutes!

I am very unhappy with the ability to contact the company online i.e. by email. I have sent multiple queries by email, none of which have been responded to.

Appalling. Opening bill based on incorrect readings. Long wait on the phone so tried emailing. Immediate acknowledgement but no response 2 months latter, despite a chase by email. They now want to increase on the basis of incorrect or insufficient information as to usage. Needless to say they have not responded to my objections to this by email.

Like all new suppliers their administration and customer service let them down. I keep receiving emails saying I have not submitted meter readings when i have and they are clearly showing on my account. when i query this with customer services the response i got was, 'Thank you for your meter readings', it was as if they had not even read my message. I dread to think what it would be like if i had a serious problem!

Terrible company!

We left them in April 2018

By September we had not had our final bill, or our balance back, which was over £130.

It is impossible to contact them - they don't reply to emails, you can't get through on the phone and when you do they give you the wrong information. I did finally get through on the phone and they did issue a final bill and refunded our money but would not do anything else but offer £30 for all the bother. I asked the complaints department (Chris) to send me a final offer from OneSelect, nothing. I will have to contact them again to get this as Ofgem won't review a case if you don't have a final offer.

This is all in all a shocking company, I would not recomend them to anyone!

(((((UPDATE))))) Thanks OneSelect - you did but only after I phoned you to remind you that you had promissed to send me the final offer/deadlock letter. And it is Antony not Anthony.

They seem a decent company and everyone I have spoken to seems really on the ball and able to answer all my questions. Prices are good and competitive.

After six years with my previous supplier who had good customer service, we decided to move because it was costing us £££s too much and chose One Select, although not the cheapest, because they still offered good Customer Service which has been delivered not just at time of switching but has continued since April and includes today's call to reduce my DDM. This was done instantly and in a very friendly manner. The website and my account are easy to understand and you can add your metre readings whenever you want to keep on track. When you need to act quickly before your next DDM is taken, it is reassuring to be able to call the Service Office to ensure your change is put in place straightaway.
Despite Monday lunchtime being frantic at the Call Centre you are still treated as an individual in a civil and professional manner which of course confirms our decision to switch to One Select as really good. Should be 5* really but the recorded message advised a 15 minute delay that turned out to be more than double that.