I previously left a review on 25th April, outlining how our account was in credit and repeated requests to have this refunded were being ignored. We'd raised a complaint, and that was ignored. Within 24 hours of the review being posted, So Energy replied to my complaint email...
They asked us to calculate how much of our credit we wanted refunded in-line with their refund policy. We did this, only to be told "computer says no" and they couldn't refund as much as we asked for - despite this being in-line with their policy, and us sending the value and calculations. What a complete waste of our time.
They said once our next bill was generated, they would be able to release the remaining credit (but this contradicted their policy). I questioned them on this, as what they were suggesting was not aligned with their policy.... they said sorry, they made a mistake and they could not refund the credit as they said. Accounts must have two months of payment as credit in winter, and one in summer, and our calculations had reflected this.
On 20th May, they offered to rectify this with a £20 credit as an apology for the issues, and they'd then refund the credit that was above their policy including this apology credit. On 22nd May they chased me - ironic as it had been two days, and we'd waited months for their replies!
I replied on 27th May and explained we had been away which is why I had not replied, and accepting their proposed resolution. We've heard nothing.
I have contacted them several times since, and still - nothing.
I cannot wait for our contract to end so we can leave them, they really are incompetent and non-communicative. Our required payments were excessive, despite a smart meter, meaning we built up significant credit which we are struggling to get back. They have wasted our time, and have little in the way of customer service. We have now raised this with the Energy Ombudsman, given the time that has passed since we initially made a complaint (over three months).
