So Energy Reviews

So is a great energy company. Reasonable prices, tariffs easy to understand. Communication prompt and straighforward.

Renewing contract but also wanting to change to an EV tariff. Helpful advice, but also easy to make contact, but also easy to access on line in account view.

Adam was very clear with the information he provides me today and reassured me. I will be in good hands. Thanks, 👍

What's happened to So Energy? When I started using this energy firm about 6 years ago, they were so easy to deal with. Now it has taken a handful of emails (the latest haven't even been replied to) and multiple calls (to people who have problem understanding English) to simply get my supply and balance transferred to my new property. I am now receiving collections emails, it's really bad. My advice, don't move to So Energy until you see the positive reviews start to be more consistent. Also, what on earth is that hold music?! Enough to frustrate you even more, it's like going back 30 years.

After several years of misinformation, incorrect charges and zero communication, I have had to resort to reporting this sham of a company to the ombudsman, who has found in my favour. The handler stated that it was the worst case they had dealt with and were in shock at how many failings there have been, despite continuous efforts on my side to resolve things. Response to the reply: this is still not resolved, you are still taking too much money and have not responded to the ombudsmans recommended settlement. I am desperate to go to another energy provider so please review and respond via the ombudsmans portal and resolve this diabolical issue. Note, this is the fastest anyone from your company has ever responded to me in the 4 years I have been stuck with this sorry excuse of a company.

They made a (£4000) mistake on our energy bill mistake) and have taken over 2 weeks to get back to our calls as well as charging us for the mistake this month before they have told us any update on the error. Completely unacceptable service and stress inducing. Please respond to our emails.

The Smart Meter installation has been a complete disaster. In April, I waited all day for an engineer who never showed up, yet somehow my house was connected to a Smart Meter that’s sending readings. After a lot of back-and-forth, I discovered the engineer had connected the wrong property. Proving this mistake to the company was a nightmare, I had to send pictures of my own meter to show there wasn’t a Smart Meter. Resolving the issue has been impossible, and months later, there’s still no progress. This has taken up so much of my time. I’m posting this public review in a last-ditch effort to get some help, as phone calls, emails, and chat bots have been useless. Avoid So Energy, when something goes wrong, they simply don’t have the staff or infrastructure to fix it. Heed my warning!

The lady who I spoke to was polite and helpful throughout.

Response post their reply 8/07/2025: Yes you did send an email and did send a welcome pack mentioning price for both fuel, which clearly creating expectations that both fuel switched has been successful. Secondly, concern is taking extra money using my bank details without my knowledge. You email doesn't say that objection is on only fuel and "other is okay and successfully switched''. You should have mentioned that gas has been successfully switched ... communication issue!! In your reply i can see no shame or excuse of misusing my bank details.. and no mention of interest on the excess amount....we should be fair and clear in our communication here same as what you sent over email. Don't let me share that email publically here. Initial concern raised 7/07/2025: I am writing to express my dissatisfaction and frustration with my recent experience while attempting to switch to So Energy as my energy supplier. To summarise the situation: I initially accepted a quote from So Energy which included a competitive rate for electricity, although the gas rate offered was less favourable. I proceeded with the switch primarily due to the attractive electricity pricing. Shortly after, I received communication from So Energy stating that my current supplier had objected to the switch. Based on that, I reasonably assumed that the entire switch had been declined and that I remained with my existing supplier. However, I was surprised to find that So Energy had initiated a Direct Debit and withdrawn funds from my bank account. Upon contacting your team — which took considerable time due to slow response times — I was informed that only the electricity switch was blocked by my current supplier, but the gas switch had gone through. This is highly misleading. At no point was it made explicitly clear that the gas supply would still proceed independently, especially since your communication implied a complete failure of the switch. Additionally, I was charged the full amount as originally quoted for both electricity and gas, despite only being supplied with gas — and at a higher rate than what I was previously paying. To make matters worse, when I informed your team that I no longer wished to proceed, I was told there would be an exit fee. This is extremely unfair, considering the lack of transparency and the misleading communication from your side. Sincerely, Account Number ;01562707

Answered quickly clear well spoken representative consise gave all info required friendly

I have renewed my tariff with SO energy today. I have just telephoned the Company because I have a large amount of money in my account to ask for either my debits to be reduced or a full refund . The person I spoke to did not understand me. She kept telling me she could only reduce my direct debits by a portion of what was owing me. I asked for her name and she put the phone down on me. I am disgusted with the way I have been treated. I have been with SO energy years and have never been treated like this.

Lovely gentleman and very helpful. :)

I contacted SO Energy by phone today because I am always offered many choices and options, which are not obvious when just using the internet. I get anxious when contacting any company with regards to setting up new financial contracts, but SO Energy has an amazing customer service team who are supportive and understanding, and fun and friendly. I highly value positive human connections and interactions, just as I experienced today when I was helped by Gabby. This is why I choose to stay with SO Energy as I know that my needs will be met. SO Energy, your staff are a credit to you! Thank you!

Renewed for third time, Never had any problems and no overcharging for monthly payments

I requested a substantial refund of the credit balance on my account on 12 June 25 but it wasn't refunded as promised. I rang again on 7th July 25 and was informed So Energy had cancelled without contacting me to provide a reason. They now request a photo of the meter before they'll refund. I'm only now informed there's a refund limit of £500 without photo evidence. Ofgem rules for refunds state you may need to provide a meter reading, no mention of photos or limits on refund amounts. From previous experince So Energy have fixed monthly billing periods and will not provide a bill to readings outside of this even if late readings are provided. They show the word "credit" on bills rather than credit amounts making their bills difficult to understand and check. If you call and the issue's not handled to your satifaction you can't raise a complaint yourself, the So Energy Agent has to do it for you and you can't see the exact wording they have written on the complaint.

Phoned So Energy to set up new account. The girl was very helpful and clear to understand. I’ve been with SO for a few years now and always been happy with them. Just marked it down one star as it took quite a long time to get through on the phone this time.

So nice staff thank you so much

being a disabled customer . i always worry about suppling meter reads as i have mobility issues and communication difficulties for part of the day . so it is easier for me to email. the person who replied so sorry cant recall their name . had responded quickly and looked into my account details fully understanding my issues and set up before replying . i was provided with insurance that i wasn't required to do any thing as i have reading which you receive directly .