The Student Energy Group Anmeldelser 

Unbeknown to us Homebox changed our energy provider from British Gas to The Student Energy Group. We have had nothing but issues. We moved out of the property in October with bills fully paid up but they have not released the utility provision to the new tenant to change to Octopus despite numerous calls and emails. Their incompetence knows no bounds. They are chasing me for payment for the energy used post my vacating the property even though I have supplied details of the landlord who can inform them of the current tenant. Homebox are also chasing them to release the supply and have also reiterated I am no longer resident in the house.
They are the absolute worst supplier I have had the dissatisfaction of having to try to deal with. No wonder they have such a low rating from their customers. DO NOT USE THIS COMPANY UNDER ANY CIRCUMSTANCES. We are now applying to the Energy Ombudsman to resolve this issue. Google search The Student Energy Group, the list of contentious matters is endless!

I moved out of my property and closed my account, but both my former landlord and I are still being billed, despite receiving a confirmation email stating that the account had been closed and all bills were paid in full. I have tried to make contact multiple times, but usually have to wait at least a week for a response, sometimes longer. Appalling service. The situation is still not resolved.

SEG signed our shared house up for all utilities on the day we moved in, preventing us from setting up our own accounts. We never requested their services and never signed a contract. I have asked previously for a copy of our agreement but have never received one. My best guess is that our details were taken from Goodlord where our tenancy agreement was conducted.

Regaining control of our utility accounts took a significant amount of time and caused a great deal of stress.

Despite this, we were later invoiced for a service we never agreed to. After spending many hours on hold with SEG, I eventually spoke to someone who assured me that if I paid the outstanding amount (which should never have been billed), the matter would be closed and that my (unrequested) account was now cancelled . As the amount was small and I was exhausted dealing with this, I paid it.

After this I am now receiving messages about setting up 'payment details' for future bills. I have since tried to get written confirmation that the account is closed, but the latest message I’ve received states that they have “no record of my cancellation”. I’ve again spent hours trying to contact customer services with no resolution.

This has been an incredibly frustrating and stressful experience. This has been going on since Aug 30 and I have spent hours trying to resolve (just in last 2 weeks I have been 'on hold' for 5+ hours without getting through) I would strongly recommend avoiding this company — resolving even basic issues with them appears to be extremely difficult if not impossible

Update 19th Dec - I have provided trustpilot details on 16th DEc but received no follow up as yet.

This is the worst customer service I have received in my life. Constant lies, it took over 2 months just to switch away from them when I moved into a new house (we didn't even have an account with them, it was the house's previous tenants' supplier). Wasted over 8 hours either on the phone or on hold (once held for 1h25m). They don't reply to any emails (if they do takes over a week). And when they offered a tariff it was £80 more per month than Octopus...

As a household, we’ve had an incredibly stressful experience with SEG. Their postcode checker told us our property was eligible, which is the only reason we signed up. Later, we found out the house had a key meter, something SEG never bothered to check and couldn’t even service. Their team told us to cancel, even though the issue was caused by their own oversight.

From that point on, the situation became a mess. We had to repeatedly chase them for updates, only to be met with dismissive responses and no real help. At times, we felt like they were blaming us for simply asking for answers. This caused us so much unnecessary stress, to the point that it MADE MY HOUSEMATE CRY out of tension, especially after being accused of “twisting their words”, calling her a liar.
SEG eventually confirmed that our contract was cancelled. We thought we could finally move on. Then, months later, they took £200 from us without warning for a cancellation fee on a service they never provided and never could have provided.

As a house, we’re genuinely shocked. This feels unfair, PREDATORY, and completely avoidable. We just want others to be aware of what we went through.

STAY AWAY FROM THIS COMPANY THEY ARE SCAMMERS

My experience with SEG has been nothing short of outrageous. Their postcode checker guaranteed my property was eligible, yet they failed to do even the most basic checks and signed me up for a service they were physically incapable of providing. Their own staff admitted they couldn’t service key meters and told me to cancel — an issue entirely caused by their negligence and misinformation.
What followed was a nightmare. I had to chase them repeatedly because their customer service was dismissive, rude, and utterly unprofessional. I was even accused of “twisting their words” while simply trying to resolve an issue they created. Despite confirming my contract was cancelled, they had the nerve to quietly take £200 from me three months later for a cancellation fee that should never have existed in the first place.
SEG provided no service, wasted my time, caused immense stress during the start of my academic year, and then charged me for their own failure. This behaviour is predatory, unethical, and completely unacceptable. I strongly warn anyone considering them — stay far away.

Avoid at all costs.

Took money from my daughters bank account when didn't even have a contract with her. Came to her via a tenant checking service that they took over apparently - no idea how they got her bank account details or why they took money without getting in touch first.

Spoke to Charlotte - she agreed it was an error on their side, that a refund would be processed. I said fine and that I'd like to make a formal complaint given the seriousness of the error (data protection, taking funds from peoples accounts who don't even have a contract!). She said fine. I sent the complaint and got a reply saying it would be dealt with.

A month later, no refund, no response to the complaint, no response to two chaser emails this week, and no answer on phone or webchat (pretty sure that is just automated to say "they are busy, you are 3rd in the queue, you have a 34 min wait" so that you don't wait.

I have given them 1 day to respond to my chaser email otherwise I will escalate to Energy Ombudsman. Which I will do. And others should do on this site too. The company needs shutting down.

Energy Ombudsman 0330 440 1624, by email enquiry 'at' ombudsman-services.org

They don't pay your bills!! They have not paid a water bill due at the start of November. We informed them as soon as we had the bill which was a week before and they repeatedly assured us that they would settle it with the information provided. However, a month later it is still not paid, despite constant emails to the company. Their phone line does not let you get through to a person and always has the message that it's busier than normal. Posting this in hope they actually get in touch to resolve the bill!

Stay away from this company and choose a credible energy provider. My account was switched to TSEG without my consent and onto a fixed tariff which is far higher than any of the other providers. Once vacated TSEG refused to release the supply to the new owner, despite the account being fully paid, and then issued billing for the period post-vacation. Customer service is non-existent and the web chat is useless. Consolidated billing may make sense but take the extra time and deal with a reputable supplier...you will be glad you did.

No replies. Very hard to get a hold of. Double charged us and they did nothing to resolve the issue even after assuring us they would in the live chat. No one answers the phone.

Got auto switched to DO energy they do not allow me to switch,

Have paid my bills but they keep rejecting my request to switch gas and electricity suppliers while charging abhorrent fees.

Incredibly difficult to switch the gas supply away from TSEG. Took several weeks of online chat, empty promises, and complaints before TSEG finally lifted the objection to the switch. To be clear, there was no outstanding debt on the account as we had only just moved in, so no legitimate reason to object to the switch. In fact, TSEG ended up paying compensation for their obstructive behaviour.

Don't even know if the company we were moved to is DO Energy or The Student Energy Group but I've been dealing with both companies. Was moved to their company from Acasa and had emailed them asking if there were any extra steps we needed to take during this switch, and also requested help on adding the new tenants since we had not moved house, but had replaced some of the tenants. Was told they were having issues migrating our account due to something on their end, and that as soon as it was sorted, I would receive a confirmation email, which would allow me to adjust the package for the new tenants. I did not receive said email, and instead was sent a bill for a package I wasn't even informed had been properly set up (still no option to add the tenants). Luckily, the money didn't immediately get taken out of my bank, and because this 'setting up' had taken so long, we, as a house, had found a cheaper bills package with a separate company. When I emailed them again saying I need to cancel this package as we have found another company, I was told I couldn't and that we were in a contract so would need to cancel directly with them which I thought I was doing. Fast forward over a month and a half and whilst I am acknowledging that they tried to call me a few times but I had broken my phone so obviously was not receiving these calls, I am now being told I have to pay a £764 fee which would cover the whole years broadband, despite being with a different company and a £200 'out of cool off period' fee, all the while there is still no option to add the tenants if we were still with this company. I cannot afford this as a broke uni student.

Currently trying to resolve an incorrect tenancy start date, an incorrect gas and electricity contract and an over charge on the water bill. This has been ongoing since early September. The company is failing to respond to telephone calls, emails and chat. One of the worst companies I have ever dealt with. They even fail to respond to the complaints email. Feels like a con. Avoid at all costs.

I’ve been trying to reach this company for over a month and still haven’t received a response. Calling takes forever, and it’s nearly impossible to speak with a representative. I’ve been trying to cancel my service, but their poor customer support makes it extremely difficult. Very disappointing experience. I just want my account terminated. It is difficult to get through the phone lines, takes over an hour, and the live chat no one responds after the bot option. Worst service I have ever experienced!

Absolutely awful experience, Avoid at all costs.

Was originally with Acasa for energy and water bills as this was recommended by our landlord. Never had any issues with Acasa, but as soon as the Student Energy Group took over its been an right nightmare.

They started with over charging my account and charging for broadband which we didn't have with Acasa. when trying to email them and using their live service but couldnt get through to an Agent. Spent days trying to calling them up but no answer. Finally got through on the phone and they said there were issues with migrating the account and they would issue a refund. This is yet to happen and each month the price goes up overcharging even more. This was the one and only contact with them since August. Multiple emails and attempts at raising online tickets, these tickets have all been closed by the student energy group stating the issue has been resolved. Which is most certainty not the case.

It is now the 23rd of October and still no contact from the student energy group since August. Appalling service. Keep trying to contact them daily with no prevail.

Excellent customer service provided, getting through on the phone is not easy and you have a long wait, but once you get through the customer service team are excellent. I spoke with Charlie, Leah and Nathan, all of whom were kind, friendly, informed, and dedicated to solving the problem. Charlie and Leah both kept up their promises to get back to us with links and solutions to get the correct energy package. Thank you very much for your help Leah, Charlie and Nathan.
My advice to anyone would be stick out the long telephone wait, it’s worth it when you get through.
Thanks again.

Nathan has been an absolute diamond with helping me with sorting out my energy and nothing was too much for him. Took a lot of the stress out of it all.

Customer service is great and so helpful. Thanks carter for your help.

It was all quite smooth and user friendly. They replied promptly and was a lot easier than communicating with lots of different companies.