Complaint Reference: 6580682
Poor customer service. Smart meter has not been working which they were made aware very early into our 24 month contract.
Commissioning team cancelled their booked appointment, so wasted my annual leave for a no show only to be texted toward the end of the working day (20:21 pm GMT) that they will not attend, but still advised they will try to come the next day - with no guarantees they will come the next day.
When they eventually came, they advised they could not do anything and the part had been ordered to fix (August 2024).
When raising a formal complaint earlier this year (almost 12 months after we had gone into the contract and it had been brought to their attention prior), they failed to provide a fix within the 8 week time period to resolve a formal complaint as per their regulatory obligations.
Customer service had poor attention to detail and I quote "Goodwill Gesture: As a gesture of goodwill for the inconvenience caused, we would like to offer [insert compensation]. If you are satisfied with this, we will consider your complaint resolved and close the matter on your behalf."
I found out it was applied a £10 credit had already been applied on the account, their way to sweep things under the rug I assume.
Such compensation cannot be accepted if it was not offered in the first place. £10 is not a gesture of good will or good faith for 12 months of inaccurate billing paired with a clear service delivery failure and poor customer service. You can imagine the outrage.
Waste of my time and I urge you to go with one of the larger established providers. I have not had this issue with other larger providers.
I thought it would be great to support a new green energy provider in the UK, but clearly So Energy cannot sustain a service they sell, both in basic customer service and fulfilment.
Ignore at all costs, not worth the hassle.
They are happy to bill you without actually dealing with the issues they are obligated as a supplier to sort.
2-3 months I would understand, but 12 months later nothing has changed. As you can imagine, as an active customer, this is not something you would expect and incredible frustrating and disappointing.
