Homebox  Anmeldelser 2.256

THEY ARE A MASSIVE SCAM
We went to homebox when we moved into our flat back in September. The first issues began when they set us up with water which wasn’t needed and that took 6 months for us to get a refund. The next issue is that our flat was already being supplied with utilities carrying in from the previous tenets so when we went with homebox it is their duty to get in contact and let them know they are now taking over the utilities which hasn’t been done. So for the past 6 months they have been taking our payments of 90£ a month from each of my two housemates but not even supplying the house with utilities as another company were already doing it. Now this has lead us to not paying the other company.

They do not get back to emails or phones calls at all and we need a refund for the 7months of bills we have paid to them for no reason.

Never go with this company. I need to contact them asap but no one replies to my emails and no one does anything to help.

Explained everything well. At the beginning was speaking too fast I couldn’t understand him but after I told him all was good. Answered all my questions.

An absolute joke of a company. Ment to be paying my bills bt are clearly not as o am receiving final demand letters from British gas and anglian water. I rate this company zero stars.. absolute cowboys

She was very informative and clear about everything . so all good from my part.

Been waiting for a call back and still haven’t had one !

Very quick and helpful support from Brittany. Thank you.

The worst thing i have ever done. They owed me thousands for more than a year. Genuinely will never make a silly mistake like this again.

Homebox is very helpful in managing bills. Holly provided a superb service!

Perfect comunition..very helpful..n explained in detail..n a very nice friendly women

I’m so happy and appreciate

The service they provide for bills is something you could do by yourself ..they actually add an extra step that you don't need.
Trying to get a refund will take you more that 3 months of phone calls and email, giving the same details over and over.
When you finally get the refund its the wrong amount, and you go through the same hassle again to explain why the refund is wrong..
Just set up your own direct debits and cut the middleman. It will save you a lot of time and a headache.

My experience with Home Box has been extremely poor.

The main issue was a serious lack of transparency. When I signed up, it was not made clear which services I was being enrolled into. The portal did not properly distinguish between different utilities, and there was no clear breakdown showing what I was agreeing to, what I was being charged for, or how those charges were calculated.

I later discovered I had apparently been signed up for hot water, electricity and water, despite not understanding that this was the case. As a result, I ended up paying Home Box while also paying British Gas and SES Water separately. In effect, I was paying twice.

What made this worse was the lack of communication. I struggled to get clear answers and only began receiving meaningful responses after making formal complaints. Until then, the communication was poor, slow, and unhelpful.

I also found the tone of some responses intimidating rather than constructive. When a customer is simply trying to establish what they have signed up to, what they owe, and why, they should be met with clarity and professionalism.

There were also other unresolved issues, including confusion over meter readings, which continue to be unresolved.

To Home Box’s credit, they have now agreed to refund certain charges and limit my account to the hot water service only, which is what I wanted in the first place. But that does not change how stressful and unsatisfactory the process has been.

Moving home is stressful enough without having to unravel unclear utility arrangements and chase basic answers. Based on my experience, I would strongly advise others to check very carefully what they are being signed up to, what meter readings are being used, and exactly what charges they are agreeing to pay.

One star, given they did eventually take action.

Friendly and supportive

I just got off the phone with British Gas to clarify a bill I got in the post saying I owe around £960 despite this amount being withheld by Homebox this entire time. They said on the phone there is nothing I can do, except speak to Homebox, who are next to impossible to get in contact with beyond Trustpilot, where they're trying to save face with false help, saying things they have no intention on following through with. British Gas cannot intervene and Homebox must call me to clarify this problem. Their responses up until this point have been complete and utter lies that are easy to dismiss once you have rang suppliers.

Terrible Business, takes commission off every bill and doesn’t stipulate when setting up.

Was charged £130 for elect and gas per month, only £100 was passed onto utility companies monthly. Was also charged £15 pound a month service fee.
Only can contact via WhatsApp, or hope for a call back.
They lock you in for 12m, this also wasn’t clearly communicated.
Avoid.

Took almost entire year for this company to switch to another energy supplier despite me constantly asking about it in emails, which caused me to constantly get charged and sent mails from another energy supplier, which defeated the purpose of me doing a fixed rate with Homebox itself to avoid such a hassle. Sent multiple emails and enquiries about cancelling and only after such, did the energy provider change, but now after uploading the final energy bill from previous provider, I do not see any confirmation emails of them receiving it and dealing with it, which resulted in me getting another mail in inbox, threatening with potential action if I don't pay. Communication really is incredibly sparse and when I will be moving out of this flat, I won't be taking the services with me as it's easier to just deal with bills yourself. Thought I was making a choice that would help me while living alone, instead just caused undue stress and tears.

Jenni, thanks so much for the dedicated support on this. Your help made all the difference.