When Great Products Fail Due to Bad Customer Support: How Tibber lost my trust.

Hi :) I'm Phil. And in my private occupation I had my energy supplied by Tibber from August of 2023 to August 2024.

When I first signed up with Tibber, I was excited about their transparent energy pricing and smart technology like the Tibber Pulse, which promised real-time tracking of my electricity consumption. As someone who cares about energy efficiency and control over my costs, it seemed like the perfect fit. But now, after my experience with their billing issues and unresponsive customer service, I’ve completely lost trust in Tibber.

The Issue That Broke My Trust

It all started in August 2023. I installed the Tibber Pulse, and everything seemed to be working fine—I tracked my consumption starting at 15,150 kWh. I relied on the Pulse to monitor my usage, confident in the technology. However, I soon noticed a discrepancy: an incorrect reading was sent from the grid operator for beginning of May 2024, completely misrepresenting my actual usage. This wasn’t a small mistake. On paper I had suddenly consumed a couple of thousand kWh less than what I actually had consumed, creating a huge billing error. I paid the correct amount, based on what the Pulse had measured. But now there was an incorrect reading.

Yet, Tibber simply corrected the absolute meter reading on the invoice, but was not refunding me any money or taking into account that the amount used measured by the Pulse had to be wrong then... It just continued measuring my usage using the pulse ignoring the meter reading. Coming August 2024, I moved out of the location where the power meter was installed. What now? The meter showed a couple of thousand more of course, than what the grid provider had read. Who is expected to pay for that now? Of course I paid for it. But with no one fixing the error, it seemed like noone had paid after all to the landlord.

I contacted Tibber about this issue on October 7th, explaining that the reading was wrong and clearly a mistake by the grid operator, not me. But weeks have passed, and I haven’t received a response. No explanation, no acknowledgment, and certainly no resolution. This lack of support has left me frustrated and uncertain about my energy bills, and it has completely shattered my confidence in Tibber’s services.

Lack of Accountability

With a discrepancy of more than 6,000 kWh, I’ve on paper already paid for more energy than I used, but all Tibber does is seemingly billing even more. Tibber’s silence leaves me in the dark about how or when this will be corrected.

The worst part is the complete lack of accountability. Even though the error was caused by the network operator, Tibber has done nothing to help me resolve this issue. Their entire business model is built on transparency and trust, but when things go wrong, they seem to disappear.

Losing Faith in Tibber’s Core Promise

Tibber sells itself as a company focused on transparency, with real-time tracking and smart integrations designed to give users control. That’s exactly what I was looking for. But when faced with such a glaring error, and a complete lack of response from their support team, I no longer believe in that promise.

The Tibber Pulse is supposed to help me manage my consumption, but what’s the point if I can’t trust the accuracy of my bills? Worse yet, when problems arise, Tibber is nowhere to be found. A company that prides itself on transparency can’t afford to go silent when customers need help the most.