So Energy
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Appalling when moving house
I’ve been with So Energy since 2019, however we sold our property over 2 months ago and wanted to take them with us. And, we thought at the time, we’d helpfully pass them onto our buyers. What a big mistake! We have been missold and misled by phonecalls and email regarding their ‘refer a friend’ policy. Depite significant time on our side (as they did not always give the response back as promised) and instead gave us radio silence, we have encountered repeated stress, incorrect information leading to false promises and have spent much time trying to resolve the matter. I eventually got my query forwarded to another department, due to my insistence after 2 months of trying. However, the complaints department manner and blatant disregard with their inaccurate information and then written inaccuracies in a deadlock letter, plus a lack of response from a Senior representative, have made us determined to go to the ombudsman. Shame on you So Energy for not valuing your customers when it comes to your service recovery. And once again the reply contradicts what advisors informed us of a number of times. Please take full responsibility and train your advisors to know the scheme, even perhaps send them the link - so they do not miss-sell and misadvise.