Soenergy Reviews 64

The property is unoccupied so therefor the only billing should be for standing charges for the meters. Smart meters ARE fitted at property. The first 2 months bills
were as expected,no use of gas or electric. The bill for the third month showed both meters were read on the 8th with no useage or charge for gas or electric, then show an ESTIMATED charge on the 9th for £157.92p of gas. This problem has been resolved, but it is a full time job trying to contact this shower. They do NOT answer emails. They take all day to pick up the phone & then put you on hold whilst they get your account up!. They never can sort a querie there & then, they have to get someone to get in touch who can help you out. They never do. They do their best to stay out of reach. All they want is your money. SoBeWary of SoEnergy.

I have been waiting on a reply to why I haven’t had a statement in 7 months & my gas readings are not being accepted online. I am a lot of credit which I know will not be right & I am worried I am under paying or haven’t been charged yet even tho my DD is still coming out monthly. Still waiting on a call or email to discuss however I have had cold calls from them trying to get me to install a smart meter!

Did they closed their customer service? 4 days over but no any reply of my email I just ask for a bill / statement. My account did not issued any statements in past 6 months and it accumulated hundreds credits there, I can realize a thousands pound bill may come to me later when I opt out.

6.9.22 Advised in home display (IHD) is not working – photograph sent.
Chased issue after 2-3 months of hearing nothing. Sent an email requesting barcode of IHD – duly sent
Dec 16 2022 chased issue – advised system rebooting and to contact you again if not working in 3 days
In between, call received from complaints team regarding a refund requested 3 months before. Whilst chatting advised of the current issue. Informed that the matter shall be looked into and the Complaints Team shall chase as they have other channel in which to do so.
19.12.22 email received from So Energy. Advised there are 2 IHDs at my property (there are not). A previous IHD was replaced 4-5 years ago by previous supplier. So Energy again requested the barcode of the IHD. Duly sent and informed that I have only 1 IHD another being previously replaced. Photograph of every side of the monitor supplied, including the bottom side containing the barcode.
21.12.2022 contacted again and advised team looking at and to wait 2 weeks.
10.1. 2023 contacted again and advised that readings shall be changed to daily to see if that could resolve the issue. Technicians unavailable at the time and reset by call centre staff member. Advised member of staff that So Energy are welcome to visit my property with monitoring equipment to establish that there is indeed, not an additional IHD. Advised barcode supplied twice. Advised to email if still not working by 13.1.2023
13.1.2023 replied t email that still not working. Reply received requesting a photograph of the underside of display (the portion containing the barcode). AGAIN!
I have forwarded the email sent on 19.12 although not the previous one sent showing the barcode details.
This is the third time I have been requested to supply the barcode. If someone was actually looking at this issue properly, they would not have requested the barcode a third time!
Okay, so they are clearly not looking at the issue properly but this could have been resolved quickly by just replacing the monitor. To avoid the cost of replacing the IHD they have instead chosen to employ 5 different members of staff to handle my calls, complaint and deal with the technical side of the faulty monitor. In addition to the many emails sent and received.
When with a previous supplier, the previous monitor appeared to be faulty, they sent an employee within days who looked at the issue and replaced it immediately. Why is it then that it has taken So Energy some 4 months to undertake exactly the same work?

I cannot state clearly enough what a terrible service SO Energy provide. Over the years I have tried many but I can say unequivocally, SO Energy is the WORST ever! If I could leave them I would. They are sweetness and apologetic enough when you get hold of them, but never change! Getting my account in a mess, denying I have gas supply, blaming other provider, taking estimated reading over smart meter, then refusing to credit because computer cannot do it! I have it all with them!

Callous,uncaring company. All I want is to be able to submit my meter readings via my online account. Even the call takers can't input them now! I received an email from Geordan in November saying "the system won't let me submit these readings, due to these readings not being what it had predicted"...What the hell does that mean?! Result-yet another estimated bill! This has been going on for MONTHS, and I've had no help whatsoever, even though I made this an official complaint back in November. I am an older, vulnerable person, living in sheltered accommodation. Soenergy has recently been exposed as showing "severe weakness" when dealing with vulnerable customers. I am a glaring example of their heartless contempt of older customers. It surely can't be that hard a problem to fix? I am worried sick by all this. SHAME ON SOENERGY!

Awful company who are profiteering from the energy crisis. On 29 11 22 out gas account was over £400 in credit which is excessive and over 3 times my monthly direct debit. We provide regular meter readings and on 5th Dec I provided reading plus photo and was told by So Energy customer services in email that a refund of 123.53 would be paid into my account within 5 working days. Despite repeated attempts to contact them this has not been paid as at 29 12 22 and no response from their so called help line

Received latest dual statement from So Energy and they are charging us on their estimated readings this is despite we have issued regular monthly meter readings when they have requested them. Their customer service is very poor and blamed us for giving the meter readings too early even though they send an email and text requesting the information. Needless to say the estimated charges are substantially higher than our actual readings.

The list of issues and complaints is so long that I could write a dissertation. The main issues are (1) zero customer service - it's nearly impossible to speak to anyone when contacting them by phone - further (as a consequence of not being able to speak to anyone - I sent emails) but SO took a ridiculously long time (several months) for their customer service to respond (in the first instance) to those email enquiries and complaints; (2) the charging of an early exit fee for a term contract when they refused to transfer the contract to my new home. Seemingly they claim the can't supply my new address 35 miles away in adjacent Shropshire (I had been living in Staffordshire). This is their failure (if they can't supply); (3) SO took over from ESB and some near 18 months later I still cannot get a copy of my final transition bill from ESB to SO.

I will never use this company again.

I have never seen such bad customer service. We wrote to So energy on the death of my Father requesting that the name of the account be transferred to my Mother. We provided details of the account. It took them two months to respond and when they did they clearly did not read the email and sent an insensitive message to my Mother addressed to my Father. They also demanded to know if the house was to be sold and who the executor of the will was - something far more than any other utility or bank has requested. It was rude and insensitive and really upset my Mother.

Twice, I have contacted this company via their email service. It states they try to respond within two days. First time, it took three months! I’m a week into the 2nd query. They have stopped displaying my statements since June (it’s now end Sept) so my balance shows huge credit but, no doubt, falsely. They constantly request meter readings despite assuring me they can read my smart meters ok. The reviews they publish themselves show it to be a flawless company. Either carefully selected or false reviews. It’s the worst energy company I have dealt with, possibly the worst company overall.

I am sadly disappointed. I have been an electricity customer since March 2021. My gas was with a company which failed in December 2021 and was transferred to EDF under the “last resort” procedure. In March this year I asked SoEnergy to switch my gas over to them, so both fuels would be with them. They initially ignored me for about two months despite repeated requests. Eventually in June I had a reply and agreed that the switch would happen within 21 days. This was confirmed in writing. Again nothing happened - to this day. I wrote to the Chief Executive, Monica Collings. No reply. It’s a strange way to treat a customer who simply wants to be a better customer! So I’ve given up and today agreed with EDF that they will switch my electricity account to them instead. The capped price is the same of course, so let’s hope EDF is more efficient.

They say they will reply to emails in two working days ,Sent a complaint on 21/06/22 they have totally ignored it ,I have now cancelled my direct debit ,see if they can ignore that. Keep away from this company.

Awful. Can't access the app despite repeated requests for help. Was nagged incessantly to have a smart meter installed. Thing doesn't work so they know my energy usage, but I have no idea. Repeatedly ask for them to update me on when it will be fixed. No answer. Really poor.

Today's experience with Kelly on the phone was wonderful she was incredibly helpful and amazingly professional.

Been with so energy 11 months...everything fine until end of August... coincidentally this is when they joined with/ were taken over by ESB. Since then I have not had my regular monthly statement and two emails remain unanswered. As I near the end of my fixed term I have absolutely no idea whether I'm in debit or credit. Extremely annoyed and feel helpless.

Unbelievable disorganisation. Very polite staff but their systems fail to sort out problems. My last communication they inferred it was me who couldn’t see my accounts even though they had removed one. I should have taken a photo of my account page. Save yourself the hassle don’t use this Company

Terrible company - avoid at all cost! I don't tend to write reviews but i am appalled at this companies customer service. After recently moving into my new property so energy were the existing suppliers, after contacting them and requesting to switch to another supplier they rejected our switch without any correspondence. The company then sent through 5 different bills stating 5 different amounts and demanded £303 to close the account. This was then reluctantly paid as i didn't think it was correct. They then sent through a bill in August (despite no longer being our supplier) and requested an additional £15! Shocking communication skills, ignored a number of my emails and the payment team never contacted me back.

Still waiting for SO Energy to agree the readings with my former supplier, who have also reminded them, after nearly four months. All I get is demands to re-instate my direct debit although I have a healthy credit. They don't respond to my e-mails at all. I only switched to them because Martin Lewis recommended them and said I would get "enhanced customer service!" I intend switching back to my former supplier asap and consider that SO Energy is the worst energy provider I've come across.

Awful company - avoid at all cost! Joined in Oct 2020 after moving house as the previous owner had used this supplier. They failed to take our direct debits for 6 months then sent a bill for £17,000! I called customer services and got passed around several people, non of who took any responsibility to sort out the issue and several weeks on I’ve heard nothing again. We’ve not once received an accurate bill from them or any formal response to the complaint we raised about their poor service. This is a shoddy outfit with poor systems and processes and needs to be shut down by the regulators.