So Energy
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Appalling customer service
Edit on 18th July: There is, in fact, no email from Max, or anyone else from So Energy. My rating stands. Appalling. I am extremely disappointed with the customer service I’ve received. I simply wanted to transfer my online account to my husband’s name, but was told we’d need to complete a "move out" form, despite the fact that we are not moving! This process felt unnecessarily complicated, so I decided to leave the account in my name and allow my husband to use my login details instead. To my surprise, I was then charged an early exit fee (£100) and my account was marked as "sorry you are leaving us", despite never requesting to cancel the service. This happened at the end of May/beginning of June 2025. Since then, I have contacted customer service twice to clarify that we are not moving and to request the cancellation of the "move out" and the associated early exit fee. Each time, I was assured the issue had been resolved and the refund would be processed. As of today (18th July), no refund has been issued and the account still incorrectly shows that we are leaving. The customer service experience has been appalling, repeated empty promises with no actual follow-through. It feels like advisors say whatever is necessary to end the chat, without actually taking action. Incredibly frustrating and disappointing.