SSE Energy Solutions  Reviews 

Case Ref CAS0288124 - Over Estimated bill in April 24. We gave SSE the current meter reading and requested that they do not take the money out of our account. We were told that they would cancel that Direct Debit but the money was taken out of our account! Several emails and calls later and was told that if we wanted our money back we should contact our bank. With the Direct Debit now cancelled (too late for the overestimated bill) we are now being charged more than we agreed to, although we were told that our rates would not be affected.
CAS0325118 Letter in May "we're looking into your complaint" We sent several emails and made calls. In July we were told to wait for the "8 week letter" and go to the Ombudsman. Received a letter from SSE dated 15th July stating that “they are confident that they can resolve our concerns.” However, more than 2 months have passed and we heard NOTHING. So, in summary:
• Wrong Bill
• Took money when they said they wouldn’t
• They would not refund. We had to go to our bank and ask for our money back
• Was told that cancelling the direct debit would not affect our rates. This has not been the case.
• Wasted a huge amount of time trying to get this resolved.
• 5 months later and SSE have done nothing to resolve the issues.
• Have now received a quarterly bill (which is wrong) and have tried to register a meter reading on online portal but this is not showing!
We are at our wits end with this company. We would not recommend SSE Energy Solutions to anyone and would certainly not consider using them for other gas and electricity supplies we hold with other utility companies. Appalling complaints procedures. Unfortunately their incompetence forces us to go to the next step and contact the Ombudsman. Another unhappy customer.

Terrible company! They disconnected me in august last year with a fault thst was not mine. They drilled holes in my door causing damage and removed the meter. When i complained they stuck a sticker over the holes. My landlord was raging about damage and making me pay for a new door. I submitted a complaint eventually to sse in march this year and still had no response. I called last week and an advisor told me they have emailed the complaints team and will some one will email within a week. Nothing!! Called again yesterday and the advisor gave a phone number for the complaints team but when i dialed it was a incorrect number. Dont no what to do anymore. A year with no electricity because they wont reconnect while complaint is ongoing and i cant move providers as they have froze the line. Unreal service.

I have left a review about SSE but have now seen that SSE Energy Solutions also has a review site and customer complaints have responses.
I have just sent 3 emails to different departments, hopefully I might get a response, never had a reply to previous emails so not to hopeful.
I am just about to give up and pay a totally inaccurate invoice so I can finally be rid of SSE.
If they are so hard up that they need to steal money from me so be it. Totally fed up with them.
I get more sense out of my dog!

Had the misfortune of moving in somewhere (domestic) where a previous tenant used them for energy. It has nearly been 3 months and I've still not managed to move to another supplier, or even get my "SSE Business" account setup to get a bill out of them.

EDIT: They replied with the following FALSE information "At SSE Business Energy we provide energy to businesses only - the SSE domestic energy business was acquired by OVO Energy in January 2020.For any issues related to a domestic account or to close down that account, you’ll need to contact OVO Energy directly." -> THIS IS NOT TRUE.

I tried to make an account with OVO and that was disputed by SSE as the previous tenant had the flat registered as a business and therefore I need to create an account (as a non-business) with SSE Business before they will let me transfer to a domestic provider. Their support staff told me this over the phone and instructed me how to complete a change of tenancy with SSE on the 27th of June.

I have spent more than 2 hours on call with their support staff the past two weeks, having to call daily at this point or it will probably never get done. I've also opened an ombudsman case against SSE.

I have had 4 months of hopeless communicationwith SSE having received 20 invoices and final notice re my ga s and electric. Bills have ranged from 20 pounds to 267 pounds. Today Per Hancocks customer service agent finally closed my account with SSE. which could have been concluded in June. So five stars to Per and zero to SSE for their previous ineptitude

I spoke with Obinna Nwokedi who was extremely helpful and polite. It was a pleasure to speak with him and I would like to thank him for his assistance.

-Tried to change provider when I moved in December 2023, SSE blocked this despite me making daily phone calls trying to pay my bill. Eventually I finally got an account set up and paid my bill, tried to move provider, SSE blocked it again.
-SSE changed to OVO for domestic customers and passed the wrong details across, making my name and address wrong. OVO tried for 5 months to make me pay for my neighbours electricity despite me contacting them on many occasions that this is not my address and trying to set up an account at my address.
-In April 2024 they finally acknowledged this wasn't my address and said SSE were still supplying me. I went back to SSE and tried again to set up an account and was told I couldn't because its a business account and the customer was someone else???
-At this point I gave up, it had been 6 months, ive never tried so hard to pay someone!
-In July SSE finally sent letters to me asking for payment. They gave me only a few days to pay and charged on average £1.10 per kwh, I had to pay this for the entire 8 month period during which they did not let me change providers.
-I have now finally changed providers and they're sending out letters asking for bills I've paid weeks ago. These payments are also done either over the phone or by bank transfer, no online account, which is insane for a large business in 2024. They are by far the worst company I've ever dealt with.

SSE have been the worst utility company I have dealt with in my life. They are price gougers with diabolical customer services. They are unable to function like any normal company should be able to in the 21st century, avoid at all costs, never give these people a penny of your money.

It took a little time to resolve the questions but the agent Per Hancock was very helpful and patient.

Was on the line with Krishna for over an hour, and he was patient, polite and professional throughout...and extremely helpful. Top notch service!

Was sad to leave a one star - should have been minus 5 stars.

* Incorrect tariff added to renewal
* Tossed around 5 different departments but not one of them able to help
* Told that they are changing the pc system so nothing can be done for four months - this started 8 months ago
* Could not renew at the tariff they promised although they sent this in writing
* Moved to British Gas
* SSE Energy solutions sent a bill that obviuosly I didn't owe as not with them
* They said it was estimated but I had to pay anyways
* I refused I had already paid British gas for those months
* They sent debt collectors letters.
* I went to the ombudsman
* Sorted now

Wish I had gone to the ombudsman sooner

Tried to renew my contract after having over a month of emails not being replied or a long delays before replying to me I ended up out of contract with a dearer renewal offer than originally offered.
I called and spoke to Obinna Nwokedi and he resolved the matter in 20 minutes.

Avoid at all costs,

3rd UPDATE-Received a telephone call from their complaints department apologising and letting me know that this would be sorted. Sent an email directly to the complaints officer as requested on 23rd August. I have sent 3 chasing emails, telephoned and still this isn't resolved and no reply from the complaints officer who said they would get this sorted out. No final bill, new energy supplier can not take over because of incorrect final reads from SSE. This is absolutely awful, we are chasing them to have final bills, we are getting no where. They have removed our meters from the online portal so we can't even update their incorrect reads.
2nd UPDATE- EOT's Have finally been finalised. Received a letter from SSE dated 5th August (Same day as this review) stating they are looking into my complaint. Still no final bills 11 weeks later!
UPDATED - Received reply below from SSE to email them with issues, did this on the same day. Now 6 days later, still no reply from SSE.
Very difficult to contact customer services. Leave messages and no one calls back. Fail to answer emails. Can’t get through on phone. Get given different telephone numbers by staff and then once I get through, I am told it is the wrong department and given another telephone number and then this repeats over and over again! Despite having a Smart Meter I receive estimated bills every time, even though I send my meter reads in. So many rebills it makes my head dizzy. Submitted formal complaint which was answered 4 months later. Have submitted EOT in February still not finalised, told they are backlogged and very busy. Have changed to another company in June, desperately trying to receive final bills and nothing.
Online account is not showing latest bills, have been told I can't receive them through email or that I can't receive a statement. Also been informed my other account has been put on stop but nobody knows the reason why and keep getting transferred from department to department and still no resolution.

I bought my house in October 2023. In May 2024 I received a final demand from SSE with threats to cut off supply and send out bailiffs. I had had no previous communications from them.(this is a business account, not my domestic supply which is with Octopus and fine!) I have phoned SSE most weeks since May, spending over an hour each time, mostly on hold and still haven’t managed to resolve the problem. Apparently it’s all due to delays in their Tenancy change department which they say is taking 8 to 10 weeks. Why!! It is now 12 weeks since I first advised them of the change of house ownership.
Their Customer Service department is as good as useless. Promise call backs which never happen. Put you on hold for 20minutes at a time. Avoid this company if you possibly can!

SSE Energy Solutions have no customer communication. They acknowledge complaints, but do nothing to resolve them. I have been seeking compensation for months for their bullying tactics - someone should sort this company out - so far 7 months of hell

Very difficult to contact customer services. Fail to answer emails. Can’t get through on phone. Despite having a Smart Meter I receive estimated bills every time. Submitted formal complaint which was ignored. Trying to change to another company and SSE have blocked the transfer for no reason.
Do not deal with this awful company.

Been having problems with not receiving bills which I explained in detail to Hrishikesh Talekar. He was very polite and helpful and even though it took a fair bit of his time he remained diligent and the matter was eventually sorted out. SSE you are lucky to have him as an employee well done and thank you Hrishikesh.

Absolute nightmare with billing. Billing system not recognising Smart Meter readings so still receiving estimated bills. Customer services assured it will be corrected, new invoice produced within 30 minutes and call me to confirm, no call received no updated bill received.

Fleet Suites- complaint Reference 880000026889.

22nd August now being referred to the Energy Ombudsman, as still no correct final bill.

I notified SSE of the sale of the property on the 28th May and provided a meter reading via the Moving Premises section on the website. I received an acknowledgement but have not received the final bill despite chasing three times.
I also made a complaint via your website contact form 10 days ago but have not received a reply. I then made a complaint to cmt.commercial on Monday but have not even received an acknowledgement.

If you want any form of customer service avoid this company at all costs.
Becky Holton

18/07 I too have been asked to email with TRUST PILOT as the header. I will keep you all updated as to how that pans out.
23/07 Still no response from SSE.
26/07 Have now received my "Final Bill" which is not based on the meter reading provided back in May via their "Moving Out Form" of 766550 instead it is based on an estimated reading of 767137.
SO I AM STILL WAITING FOR A CORRECT FINAL BILL
31/07 - I still have not received a corrected final bill.
01/08 - Still radio silence despite chasing.
07/08 - STILL HAVE NOT RECEIVED A FINAL BILL. I HAVE NOW SENT THEM A PHOTO TAKEN AT THE TIME OF THE FINAL METER READING SHOWING THE CORRECT READING NOT THE ESTIMATE THEY BASED THE FINAL BILL ON.
AS IT WOULD NOT LET ME ATTACH THE PHOTO OF THE METER READING I HAVE MADE IT MY PROFILE IMAGE.