I bought a flat at the end of April 2025 which was supplied by SO energy. Because I wanted to switch to Fuse Energy, I registered my account, provided the meter readings and asked to switch. They refused my readings saying that they were incorrect. After providing photographic evidence of my meter, they said that the meter number was wrong, hence I was reporting data from another property. I spoke with the former owner and they advised that SO Energy had cross labelled the meter numbers and, although the former owner tried to rectify it with an engineer from SO Energy, the company never took action. Result, SO energy billed me £131.34 for just 13 days of a flat which was empty and with the power switched off since I was doing renovations. From that point I started a tiring a resource draining dispute with SO energy because I categorically refused to pay such an extortionate amount, most notably because the error was made by them in the first place by not correcting the cross-labelled meter. Rather than acknowledging the cross labelled meter issue, SO energy chose to threat me with debt collection, likely because my position was worsen by the fact that I was a former customer. After categorically refusing to pay and hours spent over the phone with their customer support, in September one representative (Ruby) agreed to look at two moths worth of electricity bills for my flat and worked out the amount I had to pay was indeed £6.75. As a gesture of goodwill for their despicable behaviour and service they offered a ridiculous £30 refund along with an apology letter from their head of customer support (Mia). Of course the letter never came, despite they promised it twice. After the energy ombudsman got involved, they wrote such a letter and offered an additional £30. I hope I explained how bad and hopeless this company is in dealing with customers, by not replying to my email, threatening me and then telling lies about their reparation gestures: what Ruby promised the ombudsman tells me is not company's policy, hence she was not properly trained in SO Energy's policies. I cannot state strongly enough how much frustration and despair they caused me for their wrongdoing, which added to all the stress I already had because of the newly bought property. My advice is to avoid these people who treat customer with barely concealed contempt and also get away with it. They're a total disgrace!
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