Soenergy Reviews 64

I feel bad giving a poor review because until we decided to leave them I would have given them 5 stars. When we left we were over £300 in credit. I complied with their instructions not to cancel my standing order because it made it easier to process the refund. However I was horrified to find they still took my next monthly payment out even though our contract had ended. I immediately phoned to be told the payment was pending their end and they would try to refund it. I’m still waiting nearly 2 weeks later for both that payment and my credit. While I can understand the credit on my account would take a little time to process taking money when our contract has ended is unforgivable and not returning it immediately is worse.

Terrible, terrible service. They take weeks to respond to every email. I've been trying to get a refund from them for months now. Complaints fall on deaf ears. Their email system can't even handle attachments properly so you have so send things by post. Avoid like the plague!

Unbelievably awful. When I bought my house it took them 11 months to send the first bill. This was an estimate in the £000s, had a meter reading which was wildly inaccurate and included usage by the previous owner. I sent photos of readings and they then revised it but then sent the bill for the period before I moved in to me. They continued to estimate it, I paid what I estimated was due, and I queried it. They responded that I was clearly a high user and to contact CAB if I was struggling to pay, harassing me with calls and telling me it would affect my credit rating. Eventually they responded to my emails and confirmed they got it very wrong and I was over £260 in credit as a result all without a proper apology and no compensation for the experience or interest they had earnt with my money.

I have now moved suppliers and guess what they have contacted me today they owe me money!! This was incredibly stressful and if they put as much effort to billing correctly and responding to problems as they do chasing money perhaps they would be rated better.

Switched from British gas,when they kept telling me to up my payment when I was £300 in credit,they then took my normal direct debit and 2 minutes later took another £295, I switched to So energy as soon as I could,had no problems,staff on the phones always friendly and helpful if you do need to call them,had no problems with So energy let's me know what is happening all the time ,highly recommend this energy company

Please people do not trust this company. I’ve been lied to and they made me switch and doubled my payment and now avoiding my calls . I’m so depressed due to the whole incident. Still waiting for the managers call from complaint department been over month no sign . If I call them they say they can’t hear me and hung up . Legal scammers ripp off , day light open robbery. Stay away from this company.

So Energy, the worst energy company.their website seldom works,I pay £130 per month,I live in a 1 bedroom bungalow,my friend lives in a same size flat and pays £60 per month.I am 80 years old and live alone,and I am very careful with my energy use.tried ringing them,waste of time, the only thing that gets their attention is when I stop paying.

My direct debit was supposed to be setup and no payment was taken, I had 0 contact from So Energy about this and had this marked as a missed payment on my credit file.
Raised an official complaint with no response in a month.

The result of this is being declined for a mortgage. Avoid at all costs.

Been a customer of theirs for years.
Charged me £150 for being 10 days to early in switching my supplier.The annoying thing was that they had emailed me well before the 49 days informing me my tarrif was to expire SOON throwing me into a panic to switch

I had a terrible experience with this company.

They lure you in on u-switch with the promise of cheap monthly payments and then put your payments up often.

According to my smart meter, I should’ve been paying much less. I ended up leaving and going back to my old supplier and paying the £75 early exit fee just to leave so-energy

Shambolic. Issue raised in July. We were told to do various checks. Customer services dismissive about our issue where our meter readings do not match theirs. They eventually admitted they have totally different readings to ours and haven't explained why. Our flat is empty.
Raised a complaint 4 weeks ago and all we get is they are waiting on the Meter team with no update or a resolution date. I escalated to the CEO. Let's see if he does anything different. Will be leaving this company asap. DO NOT USE THEM.

At first So Energy were superb but in the last few years they have dropped ever lower and now seem to be near incapable. Customer support do respond but seem to have no capability bar responding and offering promises the people behind them seem incapable of meeting. Now there is no real escalation facility as all complaints just go through the help desk, the same people with no teeth or power.
Taking about 6 weeks to replace a failed SMETS2 meter was no real issue but now it is a further 10 weeks and they still can't get the gas read and appear to refuse to send an engineer out to sort it out.
I used to recommend this company now I am looking to get out.

So Energy. Customer service do not know what they are doing. They go from stroppy and obstructive to gaslighting and dishonest, but ultimately just downright unhelpful. They're expensive and apparently fixed tariff, doesn't mean fixed...
We apparently since having a smart meter fitted, have increased our consumption in line with a university or large factory?? despite just being a 2 bed one level house and 2 adults who both work, so don't use loads of heating or appliances. Our March 23 bill was £57 pre-smart meter, our march 24 bill was £453. Our annual usage estimate in 2023 was less than 2000kWh, our annual usage estimate in 2024 is over 11000kWh. But the meter is transmitting so it must be ok??
Getting an engineer is apparently an impossible task for So energy. I can phone them and get one booked within days, but if I do, So energy cancel it as they prefer me to be on a waiting list for years... or state that replacing our meter wont resolve the issue, even though we hadn't asked for a replacement, just a physical engineer to look at it....and no they cannot phone the engineers or chase or book appointments.. but they can ring and cancel them?.
Also when they can't explain to me why they cancelled the engineer, they blame the engineer.... despite knowing that we have spoken to the engineer and know this is not the case..
They're just utterly frustrating, obstructive, less than honest and if all is correct, really really really expensive.

Seems to me so energy prefer to estimate bills think of a number and double it... Just happy I'm not with them anymore

Just one more company who think they have the right to bombard people with telephone calls and emails to have a smart meter installed, even though you did not sign up to receive updates or telephone calls from them and still continue even after you go back and unsubscribe once again giving your reasons.
It is about time these companies learned that not everybody wants a smart meter, bombarding them with emails will not make them change their minds, and as far as I know we still have a right to choose.

The worst energy provider I have used ...ever. How this company is allowed to operate I will never know, a bunch of crooks. Also, good luck getting help from their call centre is all I'm going to say!

I was given 13 days before my account was to be terminated, and that £901 would be returned to my bank account. I tried to renew for a further year but the web site would not operate.
Over the course of 7 days I have emails and telephone calls promised which have not happened.
I have never had such appaling service and their lines of comunication need to be greatly improved.

Absolute Sham of a company, I am 83 and registered as a Venerable customer following a Hip operation.
I cannot read the Gas meter as it is so low to the ground, I have been promised meter readings every 3 months.....nothing.
Smart meter installed but the Gas meter was never commissioned, apparently there has been no Engineers slots available in 5 months to revisit and commission.
When I call, "can you give me the Gas meter reading please?"

Hopeless communication. Constantly calling me to have a smart meter which I declined, but repeated calls followed. When I decided to leave them they failed to return £1000 I had on account for weeks and did not reply to emails and calls on the subject

Stop harassing me with fake unpaid bills!

I left the rented apartment over a year ago. I paid all bills corresponding to that account, sent the corresponding meter readings and finished everything correctly. They are still charging me for bills that happened AFTER I LEFT the apartment.

Ridiculous and unbelievable.