Susan Johnson

Hey Susan, we're sorry to hear you're unhappy with us no changing your deal.

Unfortunately, we are unable to swap any deals, and all deals available to yourself would be shown through logging into our app/website. We of course offer different deals to both new customers and existing customers, and both will be able to take advantage of deals which aren't available to the other for example.

We apologise that you are unhappy with this and understand your frustrations with this, and we really appreciate you being a customer with us.

If you're happy to stay with us, you should be able to find some great deals through logging in.

Kind Regards,
Tyler

Hello Susan,

Thank you for taking your time to leave us a review.

We are happy to hear that you are pleased with our services.

We hope you shop with us again soon.

Cheers,
Saanyah,
Millets Online reviews team.

Hi Susan,

That's great to hear! Thank you for taking the time to leave this five-star review.

Many thanks, Georgia

Hi Susan,

Thanks for getting in touch with us.

We run a comparison based on what you will pay over the next year after your current contract ends.

This means if you have 10 days left of your current tariff, we will calculate how much you will spend over 10 days of your current tariff and 355 days on the standard tariff with your supplier.

We then calculate a saving based on this figure.

As I'm sure you are aware the cost of energy has dramatically increased over the last year, as such the tariff rates which were previously available are simply no longer available and so we have found the best deal we can for the period following your current deal.

Since there has been a recent industry-wide increase in the price of energy and we can only switch to the best deal we can find during the period in which we run our comparisons, a deal as good as your current one is no longer available after a certain date and therefore our system will need to use this formula to ensure it successfully finds a new and competitive deal for when your current deal expires.

If you can kindly respond to my private request for more information then I can look to go through your account with us in greater detail and let you know how best to proceed.

All the best,
Hannah
Senior Energy Adviser
Look After My Bills team

Hi there.

Thank you for taking the time to leave this great review, We really do appreciate it!

Should you need anything else, please don't hesitate to contact us.

Thank you and have a wonderful day further.

Kind regards,

GD Team

Hi Susan,

I appreciate the frustration the fee causes. As a company Hastings Direct does strive to disclose all fees before the policy is purchased; online and on the phone, as well as in the documents sent to your online account in the first 14 days. I'm sorry if the information concerning this was missed on this occasion

~Theo