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I have been struggling with Boost for months now since they updated my meter on 2/12/22.
Unbeknown to me, after the update, my top up card number was changed, and I was unable to put credit on my meter using the old card number.
I also needed a barcode to be able to use my £67.00 January 2023 voucher and top up my meter.
I phoned customer services and after a long time waiting on the phone I spoke to someone and was given the new number to use to top up my account, and was assured that the Barcode would be sent to me within 5 working days.
It was difficult to persuade the people at the shop to manually use my number, but they managed it and I kept on waiting to receive the Barcode.
As of yesterday, I still hadn't received it even though I and rung them on numerous more occasions and had patiently waited for several hours on the the phone, Each customer services adviser always told me it would be posted to me .
I decided to make an online complaint and C.C. it to Jon Titto (complaints manager) outlining this and a few other problems that I was having with my Boost account. I did not receive any reply from either of them other than that OVO complaints had received my message and someone would be in contact with me within 48 hours. I kept emailing them updating them with how I was trying in other ways to contact Boost and sent them a transcript of my online chat.
So...I tried the online chat service. That was unbeleivable - after several texts to and fro, they told me that they could not share information with me as the account was in my Husband's name and the email that I was using was in my name.
I tried to explain that the email address that I was using was linked to the account and all correspondance from Boost was sent to it, but to no avail.
As a final desperate attempt to resolve my issues, yesterday (3/3/23) I phoned Boost once again. Suprise! the phone was answered straight away. The girl on the phone was amazing, pleasant, friendly and most importantly actually helpful.

She resolved the following problems for me as I stayed on the phone -

1 .I am now named on my Husband,s account and will be able to manage his account both online and on the phone.
2. We have been placed on the Priority Services Register as we are both over 70 years old and my Husband is Disabled
3. She emailed me the Barcode that I desperately needed to allow me to use my January voucher of £67.00 and top up my smart meter.
Her name is SLUNGILE, and I can't thank her enough - Ten Sars to her **********

In addition to this. I had explained in my email complaints to OVO and Jon Tibbo that I had not received my £66.00 voucher for October 2022. Although, I had never received a reply to my email messages.....it arrived today in the post today (4/3/23)!

The moral of my story is DON'T GIVE UP even though it is a frustrating upsetting and painful process.

I wish you all good luck, and share your pain.

Please Boost, don't send me a "Sorry message" in response to this post

This company is dire. For 6 months we have been trying to move to a credit account. After taking over a house.
We have rung every other day, sometimes twice a day. Been lied to, told managers will ring back, never happened. Been told transfer to OVO on a given date. No info to us. Ovo know nothing. Sent back to boost. How the hell is OFGEN allowing this company to trade. It's a disgrace. If I could give less than 1 star I would!!!!

Honestly from the moment I moved to this house boost have been appalling. The customer service team are terrible and rude. The number of complaints which I have raised are ridiculous which little resolution. If you can change from them and if you are debating going to them don’t! I’m now in debt due to their incompetence they are not worth the time of day!

If I could give no stars; I would.
Unable to top up via the app or in store. Appalling customer service after two hours on hold. The worst company I have ever dealt with in my 65 years on the planet. Avoid like the plague!

James Ward

I wouldn’t give it any stars if that was an option. Absolutely terrible customer service if you can get through to them when you finish work. Definitely switching from this USELESS COMPANY. My advice would be DO NOT come to this company unless you don’t work and enjoy listening to crackling music (they can’t even get that right) whilst waiting ten years to get through to someone and then be cut off a few times

The boost company have been and checked the meters, they then keep sending letters saying entry was refused.
The house was owned by my father who passed away in august 2022. They have now said that they are applying for a warrant to enter the property. I have offered to let them in, but they will not make a booking unless I change the energy account into my name. This would mean that I am liable for any costs.
The Asian woman on the phone, talked over me and was very unhelpful, demanding the death certificate . I told her to take me to court. I have never known such a rude and unhelpful energy company. I would stay well clear of this Boost company and OVO as that is the same company. Very annoyed

This company are the single most incompetent I've ever had the misfortune to deal with. Ever since these energy support vouchers were issues I have not been able to top up through the app. No paypoint will take these vouchers as soon as they see which company is on the letter head. One shop told me that every customer with these vouchers had returned saying nothing had been credited to the meter. I called and told the advisor what happened, they decided to change my payment code and now my app and my meter are not in sync and I have no way to top up and the electric goes off tomorrow. They eventually after an hour of arguing agreed to credit my vouchers straight to my meter. Come today and the same thing happens again, I call and they refuse to deal with the issue with my top ups, and refused to credit my vouchers as I know they have the ability to do. They cut me off twice on the phone. And left the chat once I made it obvious I wasn't going to be fobbed off with "wait until the update on the 27th with no electric you absolute mug" as an answer. I don't think the people they've outsourced their customer service centre too know the UK law very well, and think they can just fob customers off, or attempt to brib them with credit on the meter to close complaints. Or try to force you into taking discretionary credit which forces you into debt with them so you can't switch provider. They are they shadiest, sneakiest nasty little ***** I've ever had to deal with.

For customer service, to know you have children that need medication and that I suffer from stress and anxiety to keep putting down the phone just leaves me in tears. We have had no electricity for 4 days as we have moved into a new home that we can't even go into. We called on Tuesday and they said this was an emergency but we have been waiting for four days. We were told to find a warm put in the house and wrap up sorry excuse me but there is no electricity and heat we need our fridge on as our children need medication. I don't care about my medication but my children are a different story. Why do you guys always put down the phone when we have been waiting for 40mins each time we try and call want do you think this does to someone who suffers from anxiety and stress? Seems like you don't care and it shows. If I could give you guys a -1000 I would.

Left me and my children 1 who's disabled without gas I topped up £60 and it would not go on menter and the gas went off after 9 calls because they just hang up someone spoke to Me very rude and after a heated chat she agreed to change my card numbers on pre paid smart menter even thou I told her the electricity menter was OK nope she chnaged it 4 weeks on having isses again ! I've not had a penny of the 67£ a month because they have said they have had it difficult to add in why because of you!!! And sent me out them in post not even the shop can add it . Boost won't help if my electricity goes out I have a disabled son who needs power for medical stuff ... this company needs shutting down !!! They are a risk to vulnerable people and children ... am now seeking legal advice due to the risk

Prepayment traditional token meter removed. Smartmeter doesn't and won't work. Told them I want traditional prepayment. After 4hrs on hold. They agreed im terminal guy turned up after 7.30 without kit. Unable to get through since

My gas price/consumption is through the roof...again...
In November I paid hundreds, in December it calmed down...apparently...and soon as we hit January....we're back on Mars tarif again... How do they do it and change prices...only they know... I took pictures of my Kwh consumption from December and January... It's outrageous... Really don't know what to do and where to go... Is Ombudsman any good???

Yet another bad review for these scammers!!! Gas meter has a fault reading call help when I tried to top it up, won’t let me use emergency credit either. Called at 11am, was told I am on the priority register due to having young child and an engineer would be with me between 12-3, 3pm comes and no one so call back and told the booking was until 4pm. 4pm comes and goes and no one. Called back and told they have extended it to 5pm and the engineer has one property before me so no reason they won’t be on time. Well, it’s how 5:30 and I have tried calling the ‘emergency’ line and every other number I can find all to be told they closed at 5pm. Funny how the guy on the phone failed to mention that. So now an entire day with no cooking or washing facilities whatsoever with a young child and no idea how, when or even if an engineer is going to appear!!!!!! Absolutely disgusting, never had problems like this with edf. The first thing I will be doing after this issue is resolved is changing supplier. Please everyone avoid, the stress caused by this company does not make any small savings (which I haven’t seemed to have benefited from anyway) worthwhile.

Update - 3rd Jan. called boost this morning as no one ever turned up yesterday. Was told the emergency engineer would be with me before 1pm. Still waiting and now 2:30pm. Been on hold to try and get through to someone for almost an hour and the web chat says there is no one to answer your message please try in a few hours. Day 2 with no gas, no apology and no way to cook for or wash my child or heat my house. We are all currently in one room with an electric heater. Second day off work to wait in for no one to turn up. Fuming!

Absolutely appalling, yet again the app hasn't updated since 19th December. This company deserves 0 stars

Phoned numerous times only to get fobbed off. It's the governments fault apparently is the last excuse I got. Sending vouchers but I have a smart meter. Can put it on at start of the month the two previous months. Just give me my credit you lying bas*ards!

This company's call handlers do not wish to answer calls do not care if your cold or if you are off supply they are more interested in having a laugh and giggle with each other. You take 1 hour minimum to get to them to ether be just hanged up on straight away. Put on hold for more than 1 hour. Or told oh we will have a engineer out today which doesn't show up for 10 days or more in a row. They have no supervisor on the floor and are left to there own devices. They also do not mark down how often you phone on your records because its a hassle. They also try to full out complaint forums for you which they can't (by that I mean they use there own words and opinions and don't listen to your words) all in all the worst company I have ever seen and sending a complaint to ofcom or something about them.

The call staff are aragant phoned 6 times since the 8th about my gas not able to top up as card won't work as they updated my smart meters and today my son phoned they said a card was ordered on the 12th they new there was postal strike on but they didn't care and I'm a vulnerable person who needs heat they are a despicable company then they say they are a caring compony the ceos needs to get is finger out now

This company is so so bad, really poor customer service, do not expect you are in safe hands with this company, please join any other company. Also good luck when you call them especially if you get through and if you do, you will talk to a very rude and unhelpful person.

This is the worst customer service I have ever experienced. The advisors are rude, inexperienced and unreliable. I have called for over 3 months to get help with my electricity and been given wrong information. I have called today to chase yet again my enquiry to be hung up by two advisors saying they are only taking emergencies. Then dropped the line. The webchat is closed due to being busy. How am I supposed to get my issue resolved. They owe my money which they have agreed to pay but won’t pay me. please avoid them at all costs. They really should be shut down

Appalling service....AVOID AT ALL COSTS! Customer service Zero.... Keep referring you to Webchat but they aren't taking any new messages on Webchat! They need shutting down!!!! Sorry we are exceptionally busy at the moment. The team you need to speak to are not taking any new messages. Please check back again in a couple of hours. Thank you for your patience.... is all I kept getting from yesterday morning.

Absolutely despicable company
My daugher has been out of gas for 3 months as her last energy supplier changed her over to boost energy. She has no meter key card.and No number . so she cant top up. But they have charged her £ 80 snd she cant even pay that. Shes Tried ringing Only to hear laughing in the background. No one spoke this was after 2/3 hr wait. Shes Tried numourous times and still not got through. She Tried emailing, webchat. everything possible. She has a 3 week old baby and its freezing. Shes desperately worried about this £80 debt that she cant even pay and it will carry on adding up. All she wants is them to sort this out. Shame on them
I have also emailed them and tried webchat still no response