I recently moved into a new home and from the start So Energy has just been a nightmare.
I called almost 20 times because I couldn’t find the electricity meter anywhere. I have a visual impairment and cannot see, so it’s not as simple as just “having a look around”. I explained this on the phone, but the agent kept telling me to go outside and check different places. I had to repeat that I can’t see and can’t visually search for something. It really felt like they weren’t listening to me at all.
At one point some agents even asked me if I had read their email or reviewed my bills on my online account. I had already explained that I am visually impaired and preferred calls. Being asked that just added to the frustration.
My daughter came over and check for me. She is also sight impaired, and despite both of us trying our best, we simply could not find the meter anywhere. It genuinely seems not to be accessible or clearly identified. Yet I’m still receiving very expensive bills.
They eventually sent an engineer out and even he couldn’t find the meter. We were asked where it might be located….. if I knew that I wouldn’t have called in the first place. Then the job was just cancelled with no resolution.
The engineer also spent time talking about his wife’s bird harness business, asked my daughter if she'd be interested??? I’m not even joking. We don’t even know what a bird harness is to this day. We don't even have birds. It just felt completely out of place and unprofessional considering they were not even able to locate my meter.
I’ve had to call around 20 times to try and sort this out. Twenty times. It’s exhausting and shouldn’t be this hard, especially right after moving house.
We have now raised a formal complaint and have been told that our case will be reviewed by the metering team. The DNO has also advised us that locating the meter is the supplier’s responsibility.
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