“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.”
“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”
“Terrible company, asked them for a refund of credit in my account (£724.98) checked a few days later and they have reversed my credit so it’s no longer in my account! Can’t speak to and English person on the phone and can’t even speak to a manager. Avoid this company at all costs theyre an absolute joke that take advantage of you!!!”
“I completely agree with the reviews. I closed my account with them in october 2023 and then even refunded me 500£. Now since March 2024, i hqve been receiving emails saying i owe them money. And calls even. When i ask them to stip harassing me, the bloke actually says calling you once a month is not harassment! Sure but sending communications saying that i owe them money based on no actual readings and demanding money is harassment!
So energy and many other energy companies are extorting money from their customers and have no accountability whatsoever! Absolutely ridiculous!”
“TERRIBLE COMPANY, STAY AWAY, AVOID AVOID AVOID! These guys are beyond incompetent. They cannot deal with issues or complaints - mine has been ongoing for 4 months now and barely anyone gets in touch with you. You get tossed between so many customer services people who do not know nor have the authority to do any real change and so the issue keeps going on. They tell you different and often wrong information, inform you of mistakes previous people made in your case and then take NO accountability for it. STAY AWAY FROM THIS COMPANY. They just take your money and don't do anything when you have a legitimate issue. AWFUL PEOPLE.”
“AVOID AVOID .. SO Energy charged me exit fees after 16 days according to them while I counted them 14 ... Although no communication was established and their only email was found in the junk folder, they still charged me £150 for exiting contract after 2 days of being in the contract .. no consideration whatsoever.. Although I made the switch through a third party (Money Supermarket) and I explained why I though the contract date was not clear, but Lochan from customer service and his justification was we bought the energy already for you!!!!!! big fat lie.. Avoid Them”
“Initial service when joingin SO Energy was ecellent,
However, customer service is none existent - either via phone, email contact or complaint contact - either no response, maybe an acknowledgement or response which does not answer queries based on actual evidence provided or resolve an issue.
They have now advised me for a year that my smart meters are not sending meter readings every month when I receive my statement. Only they can remedy this but they have advised that they wll do remotely or in person to no avail, then told me I need new SMET 2 meters and that would be early 2024.
I then applied online for these and they are now saying meters are working fine and it is because I provide customer readings that I have no smart meter readings on my statements even though I provided evidence from previous statements which include both smart meter reading and customer reading.
They have been unable to explain why I receive monthly reminders from them that the meters are not sending readings.
An adviser actually told me that if they cannot resolve an issue / complaint they simply close it down.
They now want to charge for an in house visit to prove my meters are working and for an IHR replacement when I never had one in the first place.”
“Absolutely useless. I moved to a new property that was with so energy, they have been incredibly unhelpful. I can't get answers to basic questions. They do not call you back when they say they will and even cut you off when you do get to speak to someone. Very poor communication and customer service.”
“I was advised via email that I would receive my due refund from this company by 5pm on Friday 22 March, but it has never been sent to me.
I phoned So Energy this morning at 9 am and after waiting some time to get through was advised by a man from the company that the refund was for an unexplained reason still pending, and that no more information was available. He wouldn't put my call through to the refunds team saying that they work 'in the background' and are not available for comment.
In summation then, no overdue refund has been received and no time frame given to me as regards when I can expect my dues from them. Be warned !”
“I was with this company about two years ago. I found to be a good company then. Unfortunately, I made a great mistake by aplying to join then again at the end of January.
Despite giving them my new email address, they confused it with my old one. As a result I got an email which insinuated that I owed them for the time I was with another company! They kept calling me "Edard" instead of Edward. I corrected then on this but their incorrection was there even in the final bill. I sent them four emails on three different days, but the latter were never answered. Lately, I found some of their current emails at my old email address which i hardly ever open.
To cap it all they charged me what they called an Electricity "EARLY" Termination Charge.
I left this company because of their inefficiency. I would give them 1 point of of 10 for being able to exist”
“Do not use! There is a reason why they are rated one of the worst energy companies… unfortunately I found out too late! Customer service is appalling. Constant lies… If you do join and contact them, keep emails and screenshots of webChats as they refused to pass them back to me as I threaten to take this to the Energy ombudsman… Also check other review sites as I’m not convinced these reviews are not fake!”
