“Scam-like behaviour from So Energy.
I transferred to So Energy in September 2025 and have been on the receiving end of a string of errors and appalling customer service from the outset. Central to all of the problems is So Energy’s gross over estimation of my future gas usage. In the year to September 2025, I used 18,591kWh of gas. I am on track to use less than this in my first year with So Energy. So Energy initially projected my gas usage figure for the year ahead as 68,494kW and, as at April 2026, is still projecting a figure of 48,555kwh per year, which is still more than two and a half times my actual usage rate.
This is not a consequence-free error. So Energy has used its projections to demand grossly inflated monthly direct debits payments, initially at a rate of approaching double what I should be paying (i.e. hundreds of pounds extra per month). I have been hundreds of pounds in credit with So Energy throughout. So Energy has never provided any explanation for its projected gas usage figures and when I have pointed out my actual usage figures, So Energy customer services just dismissed these as “not relevant” and stated that it operates in line with “industry norms”. (I have had it confirmed that the actual Ofgem estimated norm for a property such as mine is 17,000kWh of gas usage per year) So Energy’s approach just feels like a scam designed to grossly inflate the amount of customer credit it is holding.
I have repeatedly complained to So Energy about matters but it couldn't be bothered to properly review my complaints and said I could take matters to the Energy Ombudsman instead, presumably thinking I wouldn't bother. Well, I did bother to take matters to the Ombudsman and in its response the Ombudsman, So Energy has apologised for its shockingly poor customer service, offered compensation, promised not to keep trying to increase my monthly payments excessively and conceded that I was entirely right about its grossly over-inflated gas usage projections.
Unbelievably though, even having conceded all points to the Energy Ombudsman, So Energy is still attempting to unjustifiably increase my monthly payments, it still hasn't sorted out the grossly inflated gas projection figure and still hasn’t provided any explanation for how it arrives at its projections. In addition, someone in So Energy has now apparently decided that the clever thing to do is to just ignore my emails on these recurrent and unresolved issues. In addition to breaching its own complaint procedures, as well as those of Ofgem, this is really stupid because I am, and always have been, open to an amicable resolution of what are self-evident errors.”
“Cannot bill correctly. Customer service stop responding correctly. Had to leave as they are not capable, and now they are holding my money ransom as they still can't produce a final bill several months after leaving. I would avoid at all costs.”
“My smart meter has not worked since installed, I have contacted them by phone, email and letters, even sending to the CEO and directors, no response. This is by far the worst experience I have ever had with an energy supplier, I have wasted so much time on them. On a fixed contract for 1 year, will definitely move after this.”
“I moved into my property and immediately switched both my gas and electricity to Octopus Energy. I contacted SO Energy by phone to notify them of the switch. The advisor took my details and then went silent — they never called me back.
Since then, I have emailed SO Energy multiple times (10 June, 7 July, 17 July, and 30 July) regarding ongoing bills, requesting a full itemised breakdown of charges and confirmation that I am not liable for the previous tenant’s debt. Despite this, all emails were ignored.
SO Energy has continued to send bills and demand letters, including letters:
• With no amount specified or amount changing
• Threatening to pass my account to collections
• Claiming I have “refused to discuss the matter” or “failed to make repayment arrangements,” which is entirely false.
They have now escalated my account, threatening legal action via debt recovery agencies or county court judgment — despite having all communications proving my dispute and repeated attempts to contact them.
I have been left frustrated, stressed, and overwhelmed by their lack of communication. Their customer service is nonexistent, and their collections practices are aggressive and misleading.
If you value transparent, responsive customer service, I would strongly advise avoiding SO Energy.”
“I had a contract with So Energy for many years and built up a credit balance. I asked them to refund the credit and they refused, repeatedly. Eventually I closed my account, making sure my account balance was zero and reported them to the regulator who agreed they should have refunded the credit balance and fined them £75. Which they paid. And to my surprise, a year later I found they have now put a notice on my credit file that I owe them money. Of course I've filed an objection at the credit agency. I recommend to stay well clear of this dishonest company who went downhill fast after they were acquired.”
“You sent me a link to the complaints email so I can
add more info but it does NOT work - postmaster returns it as `not
found at So.energy`
HISTORY:- I received a Welcome Pack to switch a supply to a
house 300 miles away- (NOT my property!) - but my name, address,
email name and phone number were given as the billing address!
Partial direct debit in the Pack details were not mine as far as I
know. I managed to cancel the switch. BUT HOW did all my
details become the billing address? Fraud was my first thought -
this has caused me a lot of Distress & Anxiety.
SO could have told me what had happened instead of making my
issue a `Complaint` which will rumble on for 8 weeks -giving me another
8 weeks of uncertainty.”
“They must genuinely be the worst energy company available to the UK market for customer care. If you have an issue, buckle up as you are in for a ride. I am not far off 1 year into trying to resolve an issue. I’ve needed to open two separate cases with the energy ombudsmen and even after having had the ombudsmen resolve the issue, they have yet to honour the agreement. Ive had issues with data they have provided, charges that were not correct and more. It would be worth looking elsewhere for energy if you can.”
“This company are the worst - I was a landlord and these guys are trying to bill me for fuel from 4 years ago in-between tenants - I contacted them and was told there was no bill to pay and thanks for responding to the letter - then within a couple of weeks I had debt collection letters - on connecting them again they accept I was misinformed but use the typical customer service sentence starters of....unfortunatley/I'm afraid...I've pointed out the various failings and that the debt collection agency has offered a 20% discount on the original bill and they inform me they can't offer me that direct - I'd have to go via the debt collection agency! Do yourself a favor and steer well clear of a company that when it comes down to it, will not recognize their short comings and work with you to find a sensible solution. Apparently managers don't take phone calls - they just speak to their customer advisors and give them a script/pitch to tell you. Awful company DO NOT USE”
“Whenever the account has been in debit I pay the balance immediately yet you are holding onto
My credit balance of £66. This is unacceptable. Will take this matter further.”
“After not getting anywhere with emails, I spoke to Lochan and he has sorted the issue with meters and readings. He emailed me later with what he had done to correct things that were actually caused by my previous supplier. Thankyou.”
“I have sent numerous pics of my smart meter. They email again saying they are not received. Any email I send has a reply that doesn't mention the problem I have and contains rubbish.”
“Not a good company. I am a single person, I live on my own, very sensible with energy usage.
What So-energy charged me was ridiculously high price for a single person, more for a family with 1 child.
Do not use this energy company. We are all getting ripped off, it's basically stealing been made legal.”
“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.”
“Billing me for energy not used I'm not even a customer with So Energy, these are scamming people, they mislead you by phone don't respond to emails so my next option is the Energy Ombudsman or legal advice.”
“They ignore my requests to send accurate bills even when regular readings are available. They just send automated emails and this is going on for over 15 months absolutely shocking company AVOID”
“They have awful customer service, when you owe them they will harassing you with phone calls and emails, but your complaint never death with, early termination fee is per meter usages which is so unfair. I was with them for just months but I paid almost £2000. You keep dealing with the same issue over and over again with no success.”
“Terrible company, I have received my final bill which is due to be paid by direct debit in a week, but I’m receiving emails and phone calls about paying my final bill!!
Ask to speak to manager and they deal with it by handing it over to their collections team.
Appalling customer service
Deserves a minus star”
