PrepayPower Reviews: How Good Is PrepayPower?
PrepayPower currently has an average rating of 4.8 out of 5 on Trustpilot and 4.5 stars out of 5 on Google. The reviews praise the quality of customer service, promptness in resolving issues related to billing and service. Customers who complained pointed to expensive pricing and frustrating customer service experiences as their main complaints.
What Do PrepayPower Customers Comment On?
With an average rating of 4.7 from over 10,000 total reviews across various review websites, it would appear that customers are satisfied with their experience of PrepayPower.
Positive reviews were made about the following:
- Friendly customer service.
- Easily resolved issues with billing, pricing
- Personal attention from sales and customer agents
- Ease of use of the service
Of the few negative reviews, dissatisfied customers pointed to the following:
- Unhelpful customer service
- Pricing issues
- Difficulty getting refunds
- Slow to resolve technical issues
Below you will find an overview table for the PrepayPower reviews from Trustpilot and Google:
| Review Website | Average Rating | Main Comment |
|---|---|---|
| Trustpilot | 4.8 out of 5 (8,060 reviews) | Friendly and attentive customer service agents. |
| 4.5 out of 5 (3,913 reviews) | How quickly issues were resoved. |
How Accurate Are Customer Review Websites?
While review websites are a useful tool for those looking to get a better insight into a product or a service, they are more often than not used for customers to complain and vent their frustration. Some companies also offer incentives to customers who leave positive reviews, creating a very polarised version of how a company really is.
What Are the PrepayPower Reviews on Trustpilot Like?
On Trustpilot, has a PrepayPower of 4.8 out of 5 from over 8,000 reviews.
With over 90% of the reviewers giving 5 stars to the company, it's hard to get an objective sense of how good or bad the company actually is.
With this in mind, below you will find some of the three-star reviews given by customers, which often tend to be more objective.
What Do Trustpilot Reviewers Like About PrepayPower?
The customer agents appear to be helpful when it comes to making sure customers get their problems solved, however some customers were frustrated by the waiting times before being able to talk to someone:
It took me 2 hours to actually get through to some one about my problem was very annoyed especially when the problem was with pre pay power. When Finally got thru was talking to Selma who was very helpful and resolved the issue straight away
Mary Murphy on Trustpilot, January 2024
Technical issues were also an issue for another customer but, despite the long waiting time, seemed to have been resolved:
Moved into a different address today with my baby , I contacted prepay power to get set up, I rang at 9am and finished at 1:30pm, being passed around different people. For some reason they made me 2 different accounts. One account had 45ā¬ on it the second 0ā¬. I couldnāt sign into my app because of this. Then the agent decided to delete the account with 45 in it rather than the new one. And now I have 0 on my account and because of the technical difficulties Iām not able to register the other account.
Dipesh, great man, thanks for your help, he understood my frustration and tried to help me in every way to get it sorted.
Kristina Stetsun on Trustpilot, January 2024
What Are the Trustpilot Complaints About PrepayPower?
Some customers have had an issue with the professionalism of employees working for the company:
The guy who was supposed to set up prepay power for me in D1 (David) gave me a time between 11am and 1pm to come at my place, that's already 2 hours time,but I had to wait till 3pm! His behaviour was pretty rude when he arrived, without even saying hello,and when he started the work he answered to a phone call with this girl and started screaming and talking on the phone about his family/love life with this person for like 30min!!! He was so disrespectful in our private space,like he was at his own home!! Terrible service and uncomfortable experience.
Trustpilot reviewer, May 2024
There are also customers who have had frustrating experiences with customer service agents:
Company needs to be more personable and maybe send staff on listening courses, Iāve been past from pillar to post all morning when all I was trying to do is close my account for my gas supply, very frustrating dealing with staff that donāt listen nor understand and are incapable of forming an opinion.
Elaineon Trustpilot, July 2024
Looking To Contact PrepayPower?
Our dedicated PrepayPower contact page has all the info you need in order to contact the supplier by phone, email or online.
What Are the PrepayPower Reviews on Google Like?
Similar to Trustpilot, with the vast majority of almost 4,000 reviews being 5 stars, it's hard to get an objective idea of customer experiences with the website.
With this in mind, here are some of the reviews left by customers on Google:
What Do Google Reviewers Like About PrepayPower?
Very much like Trustpilot, Google reviewers appreciate the customer service they receive from PrepayPower and how their issues are dealt with other the phone:
Excellent customer service from Rosie very helpful and sorted the initial problem but also was proactive in solving the bigger problem which was the metre itself after putting I'm complaints 2 years ago I finally got someone that listened. Now fingers crossed it will actually get solved
Pauline on Google, October 2024
This has again been echoed by many other customers who have been attended to well by PrepayPower customer service agents:
Was dealing with Mark today ..so pleasant on the phone ..great customer service..very friendly and approachable
Georgina on Google, October 2024
What Are the Google Complaints About PrepayPower?
There were customers who had bad overall experiences with PrepayPower including unexplained charges to their account:
Random charges. On March 17, I went on a trip and turned off all the fuses until I came back. At that time, my account had about 80 euros. Until 4th April the account was -2.69 euros. ( no badly home).I only used 1 kWh of electricity in April. But now my account is -116.93 euros. standing charge fee is 1.73 euros a day. I ask customer for explanation.they canāt answer . nothing help .at moments I donāt have choice I need pay this much otherwise no electricity or I canāt get deactivation code.
Aileen on Google, March 2024
Other customers have had similar negative experiences with delays in having issues resolved by the comapny:
I am hold for the last 40 minutes waiting to get confirmation that a request to connect has been cancelled.
I requested this 4 days ago still waiting for an email to confirm they have cancelled the request. Never again would I deal with this company
Noelle on Google, March 2024
Need Help Topping Up Your PrepayPower Account?
Our dedicated PrepayPower top-up guide has all the info you need in order to top up your account with PrepayPower.
What Are the PrepayPower App Reviews on the Apple App Store Like?
Like most energy providers, PrepayPower also has an app you can download for both IOS and Android.
The PrepayPower app has an average rating of 3 stars on the Apple Store.
However, the customer base is split, with the majority of reviews either giving 5 stars or 1 star.
For customers using the app, they point to functionality issues as thier main complaint:
Canāt seem to be able to check balance or track spending on my app. Iāve been a customer for over 6years and have never been able to do so. Seriously thinking of changing providers as I work long days and always worry if Iām away whether there will be enough till I return home to check
However, there are also customers who are frustrated by the appās functionality and needing of an update since it wasnāt showing the correct balance information that it used to:
The company is great Iāve been with them 4 years , I have for the past few months been having issues with the app it doesnāt update the current balance whenever I top up and when I need to restore power it sometimes doesnāt show the option in the app, one time I topped up ā¬10 and it showed ā¬0.00 and then I topped up later on that day another ā¬10 and it still didnāt show anything, only the next day it showed the balance.