17,023 total
Unbeknown to myself, I entered a higher usage rate on my previous submission.
Ms Abigail P , was very helpful to me in sorting out my error. Ms Abigail P.is a true credit to her organisation.
And because of her help, my next years energy provider will be most likely the current provider, due to her professional kindness.
Date of experience: 13 May 2024
I always have a good experience with So Energy and have renewed for another year on a fixed rate contract with a lower monthly payment.
I feel So Energy are honest and clear to understand. Their website and statements are very easy to follow.
Date of experience: 13 May 2024
SO Energy started an erroneous account exit on my account and debited my account with £150 of exit fees, and stopped sending me energy statements. This happened in January. I have still not had a single statement since then despite over 4 months of so-called “customer support”. Do not waste your time with this company.
Date of experience: 13 May 2024
Still Waiting for So Energy to amend my 90 yr old Mothers bill since October 2023 after they fitted the wrong type of smart meter.
Even with a So Energy Complaint Reference: 5613320 and told they would update me in five day, that was 3rd May it's now My 13th!
If I can sit and work down how much she should be in credit in less than an hour, why does it take them more than 6 months?
I can only conclude either someone is not doing their job or So Energy has so many complaints they don't have enough people to deal with all the complaints!
Date of experience: 13 May 2024
I have been with so energy for quite a few years and i have been very satisfied they are excellent very friendly and very helpful I can't complain i have just signed up for another year thank you
Date of experience: 13 May 2024
I spoke to a guys regarding my late father's energy bill. I called and spoke to a nice guy called Mario, helped me out with no bother and even emailed me to make sure everything was okay at my end. He was polite, interested in the issue and sorted it out no problem. I would definitely ask for this person if they had any issues with their energy bill.
Many thanks again Mario
Date of experience: 08 May 2024
We have been with SO Energy for a number of years now and we are very happy with the service .We are in Essex UK and having done our research we decided not to jump ship but stay with SO Energy.
Date of experience: 11 May 2024
Whilst the staff were polite and assured me that they would fix my smart meter / In-home display, after approx 2 years it still wasn't working as it should. I therefore left to go to a different provider
Date of experience: 07 February 2024
I've. Have been with SO Energy for a good few years now , and I've always found their Tariffs reasonable and staff very helpful
Date of experience: 11 May 2024
I called SO Energy to request a refund from my energy account credit. The matter was dealt with in a friendly, polite and efficient manner and the money was in my bank account within days. Very impressive service.
Date of experience: 27 April 2024
I’ve had to contact SoEnergy 3 times re the same problem of not being charged for the gas we had used ! It wasn’t until I spoke to Luis that I was given helpful advice and an up to date bill . He has also arranged for a meter engineer to come & check our meter . I just wish that Luis had been the first person I spoke to then maybe the problem would have been resolved much sooner & I would not have had to keep contacting SoEnergy re a problem that was not caused by me ! Luis should be commended for his helpful advice and efforts to resolve the problem.
Date of experience: 25 April 2024
Two years have gone by after night rate portion of the meter stopped working.
It was only when i did a manual reading that I noticed the same night rate reading for 2 years.
We have rather foolishly been running as much over night as we could.
Despite this, we have been charged the full day rate for all the electricity we have used.
So Energy want to tie us to them for the foreseable future to assess the usage. I have been a customer for many years and they refuse to use historical data they already have to hand. Customer service has been slugish and inconsistent, with hints of a thourough investigation by an unknown quantity.
Date of experience: 09 May 2024
Reply from So Energy
Hi Andrew, I'm really sorry that this has happened. I can see how this would be frustrating to have an error with your meter and we didn't see it, the reason is that some customers don't use any energy during their night period. We will need to get this meter replaced and then monitor your usage but we'll try and get this sorted for you as soon as possible. I've sent you an email addressing your concerns, we can organise everything through there. My apologies again.
Laurence
So Energy Team
SO energy advised me of possible increase in monthly DD to cover present energy costs.
However,after explaining that temporary blip agreed to compromise and review later.
All done quickly and efficiently by advisor via emails.
Date of experience: 25 April 2024
Offer competitive deals, and when I have had to contact them with any issues they have resolved them for me.
Date of experience: 11 May 2024
Been with this company now for over two years, no issues and clear communication with them. There us an accessible app online which is easy to use, and puts you in full control of your account.
Date of experience: 26 April 2024
Firstly the good, only their price which is slightly lower than the competition. Now the bad, everything else especially their customer service!
They have the most incompetent people working for them.
A simple thing like adding a second name to the account took 3 phonecalls and still they haven't actioned.
I changed the Direct Debit to a new bank but still getting letters to previous one saying I must reinstate old one.
I booked a smart meter 4 times and told them it was 3 phase each time the installer said he wasn't told and couldn't carry it out despite my stressing the fact each time.
I'm getting an email every couple of weeks to say to book a smart meter for a different property and when you follow link to book,says they don't have slots.
On a different account I needed email address changed,took 2 emails and 3 phonecalls to do.
Date of experience: 09 May 2024
Reply from So Energy
Hi Gurvinder, thank you for taking the time to leave a review.
Firstly I would like to apologise if the service has not met your expectations and we wish to help further with your matter.
After looking into your account, I note that the name appears to show as a joint account with your name and your chosen additional name accordingly, I will follow up with you via email to further confirm.
In regards to your direct debit, it appears on our system a new care was instated on 30th April which indicates a change had been made to where the monthly payments are scheduled to be retrieved from in future.
Lastly, I am sorry to hear of the engineer availability and their arrival without the correct meter to upgrade. I will further follow-up with this in an email that I will send shortly.
Kind regards,
Will
So Energy team
I have been waiting for over 4 months for SO to get my account back online. I now have to wait ages to give metre readings or discuss any other queries . Surely in this IT age, their 'Issue' could have been resolved by now.
Date of experience: 10 May 2024
Easy to use, easy to understand bills, good rates and great customer service
Date of experience: 09 May 2024
Following the death of my stepfather, SOEnergy have been very kind and helpful making closing the account very easy. They’ve made sure I was fully aware what they required at every step.
Date of experience: 25 April 2024
Great service from so Energy always there for you, definitely recommend this company, couldn't be more pleased
Date of experience: 11 May 2024
