The Student Energy Group Anmeldelser 

It was very helpful to contact them, and Stephen Nye was very nice and supportive

DO NOT USE THE STUDENT ENERGY GROUP!
They do not honour their contracts, they take forever to get back to emails and often just ignore them. I have been trying to cancel a deemed contract with them for 4 months. Their call wait times are 80+ mins and sometimes cut out and put you back at the end of the queue, even if you waited an hour already.

We were told in June we were about to enter a deemed contract with TSEG that we were free to cancel or transfer anytime. I immediately responded, saying that we had already signed a contract with another company and we didn't need their services. This was ignored, and then a month later I was billed for July. I then sent an email saying that we already have a supplier, but it turned out that TSEG had been blocking the transfer. The bill then went up to £150 as more time had passed, and in every correspondence I had with them, they told me they were starting the transfer, and it would be done in 5 days. They then said the block was happening because we needed to pay the bill, so we paid, and again the transfer was blocked. It has now been another month; they've ignored all my emails, including one to the complaints department, and we've been billed another £126, which apparently we need to pay again for the transfer to happen. It has been incredibly stressful, and we are currently paying two companies, which we cannot afford. Our issue is still ongoing, and we wish to be rid of TSEG.

Nathan has made such a massive impact on helping with my issues,regarding the account.
He is always very polite and very engaging with our conversations and is reassuring.
He is a great person and assest to have within your company!
If it wasn't for Nathans assistance and helpfulness, I would of left this energy company and moved to another.

My experience was incredibly efficient and smooth when facing a technical difficulty thanks specifically to carter

A lovely helpful man ,Stephen nye helped me out with my account quickly and very easily I was more than pleased to with his customer service. Thanks again Stephen .

Update: This seems to be sorted now, thank you. Your people are very good but you must hire many more of them to resolve issues promptly before they escalate on your automated systems and cause a massive inconvenience for your customers. Emails are just plain ignored, chat seems not to work and phonelines have an 80 minute wait. Even when agents give their attention to the issues, sometimes it seems they are rushed through and not fully resolved. But at least this seems to be sorted now.

Yesterday I paid The Student Energy Group (TSEG) £346.64, but only because of the threat they made to damage my credit and get debt collection companies involved, which would be extremely inconvenient. I am entitled to a full refund of this money. After having tried at least 15 times in the last 4 months to resolve this with TSEG, I have emailed a version of this review to TSEG and to the Energy Ombudsman this morning, along with 17 attachments to back up everything I’ve said. Here is the context, with personal details and references to attachments removed:

TSEG were initially my energy supplier when I moved into my previous address. However, after the first year, I switched energy supplier and closed my account with TSEG, effective the 12th May 2024. I have an email from TSEG confirming this.
Immediately my gas passed to Huddle. Electricity took longer to sort, but certainly by the 14th September 2024 it was managed by Octopus.
In the interim, approximately on the 1st September 2024, I received a bill in the post from TSEG, addressed to “The Occupier” and with a different customer reference number to my previous one, charging for both electricity and gas from the 1st July 2024 to the 31st August 2024.

I then wrote TSEG an email in September 2024 to query the double-billing of the gas and the gap in the billing dates from the 13th May to the 30th June 2024. I received no response to this email.
I am confident that I paid the bill over the telephone. However, as my log in for the TSEG website only shows me my original account, I cannot see the payment activity under the new customer reference number. TSEG should check this, although either way it does not affect the issue of back-billing.

I then heard nothing for almost two years. I had not acted unreasonably and I had not refused to pay an accurate bill. This means that I should not have to pay for the mistakes and delays from The Student Energy Group, as after 12 months it is back-billing and it is illegal. See the Ofgem webpage titled: What to do if you get a back bill.

Then, on the 1st June 2026, I received an email from TSEG, relating to my closed account and requesting a payment of £2,194.26, to which I immediately responded.

After trying several times to urgently contact TSEG, I was eventually able to chat with a representative on the 9th of June. The representative agreed that this was back billing and told me he would refer this to the billing. The eventual outcome of this was that on the 1st July 2026 the bill was reduced from £2,194.26 to £346.64. An improvement, but still illegal back-billing.

I’ve mentioned before that I’ve tried numerous times to contact The Student Energy Group about this, 6 tickets were created before the amount was changed to £346.64, from 1st June to 22nd June 2026, and 7 tickets have been created since the amount was changed to £346.64, from 8th July to 30th September 2026.

Virtually all tickets have gone unanswered, even most of those now marked as 'closed'. I’ve also tried calling on several occasions but am unable to get an agent on the phone. I’ve even tried leaving TrustPilot reviews. All I have in return are stress-inducing, daily automated messages about the supposed outstanding balance, both to my email account and SMSs to my phone. Please note also that the credit control email address which I am directed to in these emails, does not exist, emails to that address bounce back.

Further pieces of evidence show that payment notices were issued almost 2 years after the period they were covering, clearly back-billing; a huge gap between the last payment notice in August 2024 when my account was reconciled and officially closed, and June 2026 when this issue began; and evidence that all my payments were prompt while The Student Energy Group was my supplier.

At the very least, TSEG should quickly refund my payment of £346.64. I am also considering claiming compensation for the significant inconvenience, threats, and stress. I will continue to pursue the matter until it is resolved.

I contacted this company for many months looking for an account in my name which they claim they had no record of they then 6 months later are claiming they did have an account for me and are trying to charge me £700 I have emailed them several times - no response. They have now sent me an email saying they are passing this onto a debt collection agency and you try and call them and their phone lines are closed

After a long period of being unable to contact the company, I was finally able to call and get through to Stephen. He was extremely helpful in sorting out all of my problems, and without his aid I would not still be with the Student Energy Group today. Thank you Stephen!

Nathan answered all of my questions promptly with a great and kind attitude.

Truly terrible customer service. Have been left without broadband for 2 months now despite constantly calling the company, have never received any helpful answers or any sort of update on when I’m actually going to receive my broadband. Zero communication from the company in general and the app is appalling, doesn’t even work. Avoid!!! Still don’t have broadband x

Student Energy Group have been extremely unhelpful in resolving our issues, their customer service is poor and we are unable to reach them. There were several issues in setting up our Wifi last year, with their support saying that they couldn't do anything so we had to use an external company even though SEG used the exact same external company for the previous tenants. We received only £4 each in compensation after countless emails and being placed on hold for up to an hour, after finally being able to speak to someone called Carter we were treated very poorly, weren't provided with any support and honestly he was quite rude to one of our tenants. Fastforward a year we are still trying to reach SEG as they have not given back the final reconciliation for everyone in our house, they are not paying the reconciliation because our accounts were closed and they have to reopen them even though they said we would get our money within 2 weeks.

Nathan was very helpful fast and straight to the point.

Spoke with people who were willing to help in any way they could. Stephen being the the main person who not only resolved my problem but also did it in a time effective manner. Just took a while to actually speak to a member of the team.

I have just moved for the first time and was unsure on readings for my bills that needed to be done so sent in a message and was given a call almost instantly! The lovely Nathan was on the other end of the phone, who greeted me in such a manner as if we were mates catching up ! I really appreciated all the help I got with no question being too silly. Leaving the phone call feeling sure in the next steps as to take. As a younger person having to grow up and do adult responsibilities seemed daunting but now I am left feeling more confident. Thank you very much once again Nathan !

HUGE respect to Nathan, spent the time to run through everything with me. as a first timer when it comes to paying bills and managing a house, having Nathan
treat me with respect and getting back to me so quickly took the stress off of the situation and made it so much more manageable. The solution was nice and simple but something I just wouldn’t have known as a first-timer. Nathan left a great paper trail and made sure everything was in writing- seriously cannot give this guy enough praise.

The 4 stars is just for the rest of the experiences i’ve had with TSEG, most communication takes a long time, I ended up on hold for over an hour once just to be told ‘they will email you’ and never received the email. Called again and waited again to be told they would definitely email this time to never receive the email and end up going through a different company.

On hold for a hour and 15 minutes and then closed. No reply to emails. Daughter at university and without WiFi and they have not sorted and it has cost me extra money in data costs

DO NOT USE We closed account they took money out of old account. Then will not refund no time scale given. Said it would take weeks do not use. Very difficult to get any response or you will wait hours to get through.

This is my second time having to leave a review about The Student Energy Group (TSEG), and unfortunately the problems have continued and become increasingly serious.

Since moving into my flat in September 2025, I have had ongoing issues with incorrect billing and have repeatedly had to contact TSEG to get bills corrected. There has not been a single month where I haven't had to chase them about something.

Several months after moving in, TSEG informed me that I should have been paying a different electricity company for the entire period. This was despite TSEG having billed me every month and accepted my payments. Three separate customer service agents, Carter, Charlotte and Raza, told me that I would receive a full refund of more than £500. After waiting around two months and repeatedly asking for a clear timeline, I was then told that they would not refund me and would instead offer £50 credit to my account as an act of “goodwill”.

During this time, I had already settled the balance with the other electricity company based on the information Carter from TSEG had given me. I left an honest review on Trustpilot about my experience, and, conveniently, I received the refund from TSEG just hours later without any correspondence explaining why they were now suddenly able to provide the refund after telling me it was not possible.

The situation became even more confusing afterwards. The other company later informed me that what Carter at TSEG had previously told me, that I should be paying them instead, was actually incorrect. I was told I should have continued paying TSEG. I subsequently received my refund from the other company and am now trying to settle my balance with TSEG and switch to Octopus, but TSEG has blocked my switch and I have struggled to get a response despite sending countless emails.

The customer service agents I have spoken to through the online chat are generally friendly, but my experience has been that promises made through the chat are often not followed through on and information is not correct. Emails have also repeatedly gone unanswered even after chasing repeatedly.

On top of this, our monthly bills have frequently been incorrect. On multiple occasions, the nighttime electricity usage has been increased by around ten times, despite us submitting meter readings.

Dealing with these problems for the past year has been extremely stressful and has had a serious impact on my mental health and wellbeing. I have spent countless hours going line by line through my bills finding incorrect calculations, chasing incorrect bills, refunds, account issues and communications that should have been straightforward.

If anyone moves into a property supplied by TSEG, I strongly recommend switching providers as soon as possible and carefully checking your bills line by line from the beginning. In my experience, TSEG made repeated billing errors, and these errors conveniently only ever resulted in me being charged more rather than less.

I would strongly encourage anyone who is currently with TSEG to check their bills against their meter readings and keep records of all correspondence and payments

We’ve had no WiFi for almost 3 weeks and we everytime we call someone says “we will chase it up”