How do I contact Boost Energy with a complaint?

Is anyone else having trouble with topping up your pay as you go accounts for gas and electric lately? 

4 days ago I topped up £10 on my gas and the app timed out. The £10 is still showing as pending in my bank account but no gas went on and I had to turn on my emergency credit as I'm poor and my benefits were not due until yesterday. 

Today I put £10 electric on at 6:50pm and its now 8:40pm and I've still got no electric. I'm down to 2p and I'm worried that I'm going to have to put the emergency credit on the electric now! 

Plus my meter is still showing the crazy number that do not correlate so I have to go down to the bottom floor of my block of flats to check the actual meter that's outside to see the correct reading.

I'm just so frustrated with it all. I just wanted to know if anyone else is having the same troubles? 

So sorry to hear about these top up issues, @AmandaL. I’m not sure if you’re a Boost Power, or OVO prepayment customer. I’ve outlined here a way to manually add top ups using a PayPoint receipt: 

If those existing top ups are still pending, the customer support team of your supplier are best placed to help. If that’s OVO, you can chat with OVO support here. Just click the green chat icon at the bottom right of your screen. Or call them on 0330 175 9669 – they’ll be happy to help.

If anyone does have any luck with Boost please let me know. I’ve had nothing but trouble with them. I made a complaint in October and I’ve heard nothing! 

There is an emergency option I’m aware of that can be used if things get absolutely desperate. But it’s something that has to be justified first and I’d get into trouble if I was to just use it randomly.

I’m currently considering whether this is an appropriate case for that option. Please keep using the other routes for now as they’re more likely to get a result much faster anyway.

Can someone, anyone please offer help or advice, my father in law is on a prepayment meter, not for any reason he just never got round to changing it over, I have phoned Boost multiple times, tried chat and emailed the complaints with no response, he needs to switch to pay monthly and be on a better rate, the amount he is being charged is astronomical, he has COPD and is nearly 70, his house is being renovated at the moment and from Thursday evening to Friday morning, the electricity went down by £15! he isn’t even living there. I’m with British gas and I thought there customer service was awful, but Boost is beyond a joke. 

Hey @Chandler2023,

Really sorry to hear this,

If you get your father in law to contact our prepayment Support team on: 0330 175 9669. They’ll be able to book him in a smart meter appointment, then he can start the change to pay monthly with OVO.

This is all done at Boost’s end, I’d also advise he gets added to the Priority Services Register if he has COPD. 

You may have had difficulty getting this initiated if you aren’t named on the account as financially liable, you can call with your father in law if that helps.

There is lots of other support available for customers which he may find helpful:

Support available for customers who may be struggling with their bills:

Customer support package and where to apply. 

Warm Home Discount

What to do if I can’t afford my energy bills? 

Energy Bills Support Scheme

Keep us posted with how you get on. 

Thank you for your reply, is there a best time to call. as previous waiting times have been at least 45 minutes, without sounding rude, that’s not an acceptable wait time., which is why i’m  trying to do this on his behalf. 

Try Tuesday afternoons onwards.

Thank you, I will try then 

My smart meter has stopped updating and now boost have taken my direct debit 3 times in 1 week for both gas and electric. I have emailed with no reply, phoned and been cut off and the webchat seems to be permanently closed. I am now trying to contact the energy ombudsman as this is the worse service ever