Lumo Online Energy Supplier - Switch In Just A Few Minutes

2.7 / 5

Lumo Online Energy Supplier - Switch In Just A Few Minutes

2.7 Poor
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2.7 / 5

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1.5

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1

Social

5

Featured

4.5

Technical

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29

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NON VALIDATED REVIEWS

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Trust score (4.4/5)

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Trust score (4.3/5)

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Trust score (4.2/5)

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Based on 1133 reviews

Smart.Reviews

2.7

29 reviews

Trustpilot

2.8

1104 reviews

Satisfied

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Lumoapp.co.uk Review

Switch to Lumo039s online energy tariff for low-cost and hassle-free energy supply We also show you the whole market to help you make the best decision possible

Lumoapp.co.uk Customer Service Contacts

No contact details for this company.

Last update: Wed, Mar 9, 2022 1:18 AM

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Lumoapp.co.uk Reviews & Complaints (29)

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delivery

price 3 /5

quality

customer service 3 /5

on-time

Totally inline with other reviews. They grab your money and then it takes forever to get it back. They refer to some "missing details" from the new supplier that stops them from giving a refund once you have switched. I'm going to escalate this properly as their customer services is plainly useless and does nothing apart from sending excuses via email. Total rip off, avoid at all costs !
1

3 years ago

review by Alexander Oleshev

My account has been sitting at £412 in credit for months, I have screenshots, I also have screenshots where I was advised to change my payments to £20 from £115 as I have been paying too much. I have been reading customer reviews on trust pilot where they all say the same thing, as soon as they try to switch and have had a huge balance in credit then all of a sudden lumo stop the switch for some reason or another and their balance drastically changes to a negative. Someone from lumo always replies that theyre sorry to hear this and it doesn't sound right and goes round in circles. I believe this latest bill is innacurate. There is no way I was in credit by that much and now that much in negative especially when It was telling me to drastically reduce my payments. You're absolute cowboys and I'm prepared to take it all the way. Contacting the ombudsman as from what I see on these reviews its the only way to get anywhere. I've emailed this to lumo customer support and also complained on the lumo app. Stay away from this company. This many customers negative reviews are not wrong.


Cheers
1

3 years ago

review by Karen Lamb

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

My switch to Eon was completed on the 21st March, I have recently noticed that Lumo have still been taking money out of my bank account for the past two months, which means I’ve been paying for two energy suppliers. Obviously I have canceled my Direct Debit now but my account is now in credit by £338.38. I have filed a complaint and contacted Lumo via the help centre. I have also done the same as the previous trustpilot reviewer today, and gathered all the evidence needed for when this gets escalated to the ombudsman, with screen shots of my statements and energy usage so they can’t make up any false readings.
How hard is it to provide a final bill and stop ripping people off Lumo!!.......

Before Lumo even writes a message in reply to this, it will say “best thing you can do is to contact our team via the help centre“ then wait days for a response, that’s only if by some miracle one of our team can be bothered to contact you.
AVOID this company unless you enjoy spending your time squeezing blood from a stone.

Regards Jim

UPDATE as I’ve had a reply on here..... can you believe it, I’ve put in my review above that I have canceled my direct debit with my bank, yet EVA the all knowing, has put ‘I can cancel my direct debit with my bank’ This is what your dealing with total incompetence. Secondly it’s been over 9 weeks already since the change over when it’s only spoze to take 4-6 weeks from that date to generate a final bill.
Just so you all know because of the delay by law LUMO now have to pay £30 compensation for the delay you can read about this on money saving expert Martin Lewis.
Not long to go and I will be going via Onbudsman as still no reply from the help centre. Hope this helps folks STAY away from these cowboys
1

3 years ago

review by James Coles

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Just don't use a supplier with no physical presence, I am tyring to switch to british gas, instead of allowing the switch and invoicing me with a final bill they cancelled my switch, I have trired to pay up so british gas can take over but the point is, with no way of contacting Lumo quickly and efficiently (I don't want to waste loads of time on this) I simply don't know where I stand, meanwhile i'm being billed more by Lumo who have apparently shifted me over to a variable rate with OVO now?? no idea whats going on or when i'll hear from them...
2

3 years ago

review by Roger

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Don’t go any where near this company they are not to be trusted we changed suppliers in February from Lumo and now it is nearly may and they still have money they owe us worse still they took money from my account after we had left them and not from our normal direct debit account
After several emails weekly still they have our money
disgraceful customer service
2

3 years ago

review by Simon Prebble

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I would not recommend Lumo to anyone. From the first day I switched to them to the present time I have had nothing but problems. Smart meters that dont transmit information to them. An app that is absolutely impossible to understand. Estimated bills that make no sense at all and as others have already said, customer service via email which to be honest is equally as abysmal as all other aspects of the company. My advice is to avoid this company at all costs. I cannot wait until my contract expires so I can switch.

Just the sort of reply I expected.
This is an interesting suggestion regarding smart meter positioning, indeed it is a reason I haven't received before.
According to Lumo complaints team the problem is " there is an update needed, or a patch is needed, or a billing system upgrade is taking place, or the app is changing to the one used by OVO, or there is an account migration problem, or there is a problem causing gas information going unbilled, or it is the electric smart meter not communicating, or an engineer needs to come and fix it, or or or or or.. I could continue. Please pick a reason that fits as I have had all of them and lots more over the last 6 months and the last 24 emails.
2

3 years ago

review by Geoff Green

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Further to My review on 13th March - the response from Amy said “things would look different going forward” - they certainly do, but not in a good way. I have received a bill today saying I owe £182.58 for a months supply of gas - I only used £152.22 worth of gas from 22 Sep - 22 Feb ! The heating has been on probably about an hour a day for the last month.
There are 2 vastly different meter readings on my gas account (they are also estimated but I have smart meters?!) taken on 21 March - 453 kWH and 65 kWh - I would imagine the latter one is correct as my estimated reading on 22 Feb was 98 kWh and I have had the heating on a lot less in the last month. Sort this out Lumo - to frighten people like this is unacceptable, especially in the current climate.
1

3 years ago

review by Michelle Kent

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Been in my property since January, took me over a month to be able to get in some form of contact with this company to set up an account,, told me they’d set me one up as the new home form doesn’t work, so gave my details and was told they would send me my account info and first bill! Within 5 working days, then it was 10 working days..It has been now 5 weeks since this!and over 2 months in total!! .. get in touch within 3 working days, they don’t even do that!!!!
1

3 years ago

review by Jade M

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Moved into a house with Lumo last month, the website to sign up does not work, can't get past page 4, you can't send contact via their form, the account number we got in their letter doesn't work (all 0s as account number DOES NOT WORK either), and there is no way to contact Lumo so we are at a loss at what to do now? This seems the only way to get in touch with anyone who actually works there
2

3 years ago

review by Tash

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I am moving into a Lumo home on Monday 24/2. The online form for moving in requires a account number which is a bit odd anyway I entered zeros as I don’t as yet have an account with you but it won’t move from page Four! I notice someone else has written a review with the same problem and you have replied saying use your help centre to e mail and enter zeros in the account reference. Tried this and it won’t submit either as it states account number invalid? Is there anyway to contact a human as I could do without this during my move? This sees to be the only way of contact where new customers receive a response. Edited... Clearly judging by the reply My comment wasn’t read properly as the help centre doesn’t allow zeros it states account number invalid!
2

3 years ago

review by Tnic

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I submitted a request to close my account as I was moving 3 months ago. Despite multiple chaser emails, my direct debit was not cancelled, I'm still getting requests to submit my meter readings, etc and my account is still not closed!
1

3 years ago

review by Kotryna

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

My switch away from Lumo completed on 19th April.
The new supplier, as expected, charged me in advance via DD on 20th April.
However, on 28th April Lumo also took its usual £58 from me via DD.
I need a refund of that money together with the additional credit on my account.
I see from Trustpilot that this appears to be a common issue !
Please advise.
Thank you.
Brian Edwards-Pickett
1

3 years ago

review by Mr B Edwards-Picknett

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I switched to Lumo last year and had smart meters installed last September but my usage is still based on over-inflated estimates so my bill is growing all the time, I've contacted Lumo about this multiple times and it still hasn't been sorted. I can't even view the smart meter usage in the app, totally defeating the point of switching. Avoid at all costs!
1

3 years ago

review by Ross

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Awful apparently I used 22396 kwh of gas in a month and bill for £668. Problem being I was away for 2 weeks of the month! Other than heating on timed nothing else being used in the house! Have emailed and no reply.
2

3 years ago

review by Kelly Lancaster

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I've been with lumo for a year now and initially setting up and starting the account was fine but lately any correspondence I sent to them goes unanswered. I'm still waiting for a response over three weeks after I sent a query.
The fact that they don't have a telephone contact speaks volumes.
Avoid at all costs If you are thinking of changing over.

Edit to this post:-
See answer from Lumo below (which I believe is their stock answer) and guess what? Nope, nothing in junk folder and still no reply to original emails....
1

3 years ago

review by John Crozier

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

I moved to lumo last May because of a dispute over meter readings thank goodness I kept encrypted photos of the meters I had to complain to the ombudsman as they hadnt billed me for 10 months! Eventually we settled that but now I’ve switched but they are still charging me I switched on 24/4 to peoples energy and have started paying them so it looks like I’m paying twice although I’ve stopped paying lumos but I built up a credit with them which they are now syphon if off avoid these people they are related to ovo who at the time we’re very good and now a month after changing they have given an 8ndustrial reading so high for the gas that we are now being charged a hundred pounds a week I think what industry reading means what a factory would use in gas in a week! This is the second time this has happened I can not give this company a proper rating they deserve -5 avoid you have been warned
1

3 years ago

review by Tim Beech

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Can’t get my gas meter reading put in for almost 12 months yet still taking £120 from me. Emailed and had no response pointless I’d advise everyone to speak to Ofgem and complain. I want to switch but need a final reading ...... funny they ain’t coming back to me........
1

3 years ago

review by Tracy

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

So I moved into my new house in December 2019 and I discovered that Lumo is the energy supplier. I have tried to contact them on multiple occasions but as the other reviews say they are impossible to get hold of because they have no number, address or working email address. Also to use the lumo contact form you need a valid account number which I don't have as Lumo have never contacted me to provide one!

To make matters worse I have tried to switch to another provider who are cheaper but Lumo has blocked the transfer I assume because I haven't settled my bill... how am I supposed to do that when I can't contact them!

EDIT: It turns out my Lumo account number is the same as my OVO energy one (they are sister companies) but this does not work on the app or the contact form! Tried ringing OVO twice who have both times just referred me to the Lumo contact form as they said they have nothing to do with Lumo!

FURTHER EDIT: Hi Alice, thanks for your swift response. Made it to step 4 where I fill in my bank account number and sort code however nothing happens when I click continue? Not sure if this has gone through at all because I've received no email or text...
1

4 years ago

review by Martyn Johnson

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Started off well but nearing the end of my 12 month contract, the price has rocketed beyond belief! We don't even use a lot! What's the point of a fixed contract if they vary what you end up paying anyway? Can;t even make head nor tails of statements, be it online, on the app etc - they're all different!
2

4 years ago

review by WorleGirl

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

When I switched to Lumo the customer service was first class, but when I changed supplier I was £95 in credit, 16 weeks later I am still waiting for the refund and it has been reduced to £62! The customer service since leaving is none existent and every ti.e I complaint the amount I am owed gets reduced, I have contacted the Energy Ombudsman and made an official complaint to Lumo and given them 7 days to answer if the answer is not to my satisfaction and I haven't received a part refund of £62 I will be taking this further. Would I recommend Lumo or Ovo as it is owned by now, a Big NO WAY Avoid them even if it means paying a little more, rubbish stealing and so slow not a good company at all
2

4 years ago

review by A dissapoined customer ...

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

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Lumoapp.co.uk Review

Switch to Lumo039s online energy tariff for low-cost and hassle-free energy supply We also show you the whole market to help you make the best decision possible

Lumoapp.co.uk Customer Service Contacts

No contact details for this company.

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