Homebox  Bewertungen 

Based on my experience, Homebox needs to improve both accuracy and communication. In my case, my tenancy start date and address were recorded incorrectly despite me uploading the correct documents, which caused unnecessary delays.

Customer support also needs attention. It was very difficult to speak to someone directly, and responses through automated systems and WhatsApp were slow when the situation required urgency.

Because of these delays, I ended up arranging all my services myself within a day, which defeats the purpose of using Homebox in the first place.

Homebox should ensure that customer details are checked properly, provide quicker access to real support, and deliver on setting up services within the expected timeframe.

To be fair, they did cancel my agreement without any hidden costs, which was appreciated. However, improving the above areas would make the service far more reliable and trustworthy.

Good customer service, everything was well explained and enhanced my understanding of the system. Well appreciated.

I have been using your service since April 2025 to help manage my electricity and water payments.
The first issue is this:
Since the payments for April and May were made together, the total electricity cost for those two months was around £150. However, starting from June, I noticed that the bill for June alone was already about £150. This seemed unreasonable to me, especially as I have been uploading my electricity and water meter readings every month.
Therefore, I began emailing your team in August to ask why the charges had suddenly increased from June onwards. Despite sending several emails every month, I did not receive any response until December, when a colleague named Karl finally contacted me. He informed me that I was apparently on an “unlimited usage” electricity plan. I am certain that I never selected this plan—otherwise, there would have been no need for me to upload meter readings at all.
From August to December, if someone from your team had replied earlier, I could have changed my plan back to normal and avoided paying unnecessary extra charges. Karl also reviewed my account and confirmed that, based on my meter readings, your company had overcharged me by more than £700. However, I still have no confirmation whether this amount will be refunded.
The second issue is this:
In December, I received a letter from another electricity company stating that I still owed £60 for electricity usage between April and June. But I had already authorized your company to handle all my payments, so I don’t understand why another company is asking me to pay again. I have contacted you several times about this matter, and after waiting until February 10th, your company told me to arrange a one-off bank payment to cover this £60.
I truly don’t understand why I am being asked to pay. I have been paying your company every month since April. If that’s the case, where has my money gone? I am still waiting for Karl to call me and explain.
I understand that the £15 monthly service fee is not a large amount, but since I have paid for the service, I expect proper support and communication. Unfortunately, the lack of follow-up and response from your team has caused me months of frustration. I consider this a serious service failure, and I intend to file a formal complaint with your company.
After such an experience, I really cannot see why I should continue paying for your service.

Matt was Very Helpful, and has helped to get the process moving in a timely manner.

I am incredible disappointed with the customer service team at home box. So many things have gone wrong with my account. During my time with homebox I was being charged Gas when my house was fully electric. I had told homebox this from the beginning but it wasn’t picked up apparently when British Gas took over even though homebox knew. I was them charged a year of gas money. I raised this with homebox when closing my account when there was tons of extra charges. I was told not to pay them and that I was owed a refund by British Gas and that homebox would sort this. That was the middle of February. I have chased by email, their AI phone and by WhatsApp. No response yet. British Gas have now passed on my debt to a debt collector and are now chasing me. Even thought I was told not to pay it and was due a refund. The impact this has had on my mental health is massive. Chasing this for months with no response has caused me so much stress their customer services is awful. It’s completely unfair that I’ve had to go through to sort something that should have been sorted months ago! Or should never have happened in the first place. I’ve sent so many messages and emails, this seems to be the only way I get a response. I would avoid at all costs. Things go wrong and knowone is there to support and help. If I need to get a small claims lawyer to sort this i will.

Absolute worse service that I have EVER received. Nothing but endless fights for a year on a carousel of the same issues. NON PAYMENT!!!

My Homebox portal says that suppliers have been paid yet I’ve just gotten a bill from Octopus by post for over £1000!!!

I cannot even put into words what sort of frustration and anger Homebox has given me!

I have asked for over a week for this to be rectified and have not received a single word back from anybody except that it’s a fault on Octopus energy’s side, yet I have a debit order on my account of over £1000!?

All home box does is tarnish peoples names, absolute WORST service that I have EVER received!

Homebox you are a joke!!!

This is the next resort as I am receiving no response from the team at Homebox. I cancelled my contract ending the end of this month. Only to get a notification that my payment this month is over £1000.00. Octopus has refunded you an amount of money last month looking on my portal. Clearly because your team told them I had cancelled the contract. All this money now not being paid to my utilities for a year! Please explain to me how you have debit ordered me for 11 months to pay my suppliers. Only to now want to take £1000.00 for your mess up! We have not made provision for this debit order and it will fail. Between my husband and I we have emailed over 10 times in the last month to get this sorted. Absolutely useless!

Awful!

If you have anyone wanting to switch supplier do it yourself don't go through Homebox!

Over prices service, horrible customer care and terrible response times. Their new Ai chatbot openly lies to you and they clog your inbox with automated emails but don't respond when you need their help.

I have been trying the last two weeks to switch to a new energy supplier and Homebox are blocking me. Instead they ignore all emails what's app messages and calls. My contract ends on the 10th April and I cannot wait I just home that I can switch over!

Edit: their response below is laughable, one email over two weeks of trying to reach them. Just two lines. They are quicker responding on trust pilot reviews than they are to customers that actually need help. What a joke.

I am a family of four in a 2-bedroom flat, and I have been trying to switch my energy to Octopus since February. I am stuck in a nightmare because of a total lack of accountability.
The Problem:
The Blame Game: Every time I contact Do Energy, they tell me directly that Homebox is the only one responsible for releasing the supply. Yet, Homebox (Jenni) keeps replying to my reviews saying they’ve already sent the instruction.
The Cost: Because of this delay, I am being charged £312 a month. I haven't paid since February because I am waiting for this switch to go through, and now the debt is mounting up through no fault of my own.
No Communication: I send emails and messages constantly, but nobody calls me. I only get empty "we will do it soon" replies on public reviews.
To Homebox: Do not reply to this with another "we are working on it" message. Do Energy says the responsibility is YOURS. Octopus is ready to take over but you are blocking them. Resolve this conflict with Do Energy today and release my account.

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