Kinex Energy Customer Service is worse than appalling! On 1/4/20 we changed Property Letting Agent and discovered old agent had been using Kinex for the utilities on House-Shares. We notified Kinex of the change in agents and immediately tried to get cut-off bills to 31/3/20 to no avail - instead we received Debt collection letters for unpaid bills from the last agent with his account details.....I personally contacted Kinex by letter - numerous emails - and phone - NO RESPONSE! Just further Debt Collection letters.
Thankfully our new agent persevered and after 5 months managed to get correct invoices from 1/4/20 to August20 - which now amounted to over £2425.50 for 3 properties - due to Kinex inability to reply - I paid this bill - and requested the agent move to a different provider. However, Kinex failed to apply my hefty payment to the account - despite being in receipt of all the information - and continued to keep sending more bills - plus late charges - plus interest. This situation has continued - we are in checkmate situation - Kinex are incapable of applying my August payment to the account - so that we can change to another supplier - and I refuse to pay anymore as they have proved that they do NOT HAVE ANYONE IN THEIR COMPANY CAPABLE OF APPLYING A PAYMENT TO AN ACCOUNT!!!! They need to remove the charges THEY incurred because THEY cannot apply the payment I made in August 20 to the account. Then I will pay the final bill and move to another company who actually have qualified accounts people in their accounts department! However, After they have ignored our Agents requests....even sending Debt collection letters to them!!! We have now contacted the Ombudsman who is waiting a response to see if they respond to this!

Amanda from our Agent has been on the phone to them every other day for months - not one person at Kinex has made any notes to pass on to the next person - and no-one calls back - repeatedly send out Debt collection letters but are incapable of doing their actual job of applying a payment to the account and removing the erroneously added charges! Yesterday she was told they cannot give a date when they will call back!!! Josh on the 29th Dec never called back as promised - Candice this morning gave the name of A Nelson who is supposed to call the agent back after investigation - but as historically - we have had no response and Candice wouldn't give a time-frame....

So Ombudsman time guys - is there anyone there who can deal with this????? only taken you 10 months thus far???????????????????????????????????????????

Date of experience: January 20, 2021