SSE Energy Services 

Easily the worst customer experience I have ever dealt with.

Consistently overcharging and not resolving basic problems with the account that should be easy to resolve.

Each time I speak with an agent they put my on hold only for the line to be disconnected. Despite requesting a call back I do not receive one of the line goes dead. This is after spending on average 30+ mins on hold before I get through to an agent.

AVOID AT ALL COSTS

Absolute joke of a company, along with their owners OVO. Call them and you get advisors who know nothing about what they are doing. Tell you they will put you through to the complaints team and then either cut you off or put you back to the main IVR service. Shambles of a company who shouldn’t be allowed by OFGEN to operate

My dispute with SSE started with a considerable over billing for an empty rental property I own. Bills were different each time with no clear start and end readings provided, and were largely incomprehensible.

Both myself and my managing agent were passed from pillar to post on the phone (over half a dozen calls) because the call centre team seemed poorly trained and at times were obstructive (overseas call centre). Communications by email were not replied to.

My formal letters of complaint, were not responded to appropriately, confirming neither the final account position or final account readings. SSE did not indicate any cause for dispute, or if there was, follow accepted industry practice by issuing a standstill letter.

I made a follow up call to Customer services in early summer 2022, to be assured that both gas and electricity accounts had been settled with credit held on the gas account, and that the outstanding credit would be repaid.

Then out of the blue, I received two different debt collecting agency letters for different amounts on the electricity account in December 2022. This felt like harassment to me, at which point I raised a case through the Ombudsman.

SSE told the Ombudsman that they had implemented all the required remedies including; issuing a formal apology, providing a statement of final accounts, and repaying the money owed to me. None of this has been done.

It has now been over twelve months since these issues were raised with SSE.

With the growing number of complaints on this website, a pattern is emerging. Is it not time for some form of collective representation to be made to Ofgem?

This has to be the worst company i have ever had to deal with. Your advisors dont know what they are talking about. Can barely understand or speak english. You just get passed about from department to department on hold. Ive spent over a year now trying to get my smart meter fixed because there is a connection error between the metre and your servers. I genuinely dont understand whats hard about that. Im currently on my 6th advisor. Your company is a joke and your staff are incompetent.

SERIOUSLY DON'T WASTE YOUR TIME WITH THESE COWBOYS.
How Ofgem allow companies like this to operate is beyond me. Customer service is appalling, you get passed from pillar to post on the phone because the call centre team don't know what they are talking about (Overseas call centre). We had a huge dispute with SSE as it took them 18 months to send around an engineer to fix a gas meter that had filled up with water. Then we were bullied and harassed to pay outlandish gas bills that were not correct because the meter wasn't working properly in the first place. This as a result went to the ombudsman which was ruled in our favour and then SSE completely ignored the decision and started sending debt collectors around. What is wrong with them!! It's been an absolute nightmare dealing with these people which has caused my partner and myself a lot of anxiety.
So if you are considering using them please save yourself the hassle and just walk away from them. There are far better options out there.

Absolutely terrible awful customer service. You can't get through and when you can you have to explain your situation to a new person all over again. Email, phone, webchat, everything is useless. No one will help you. You'll be left without gas for two weeks. You'll be sent emails from debt collectors without any prior bills. It will take days and months off of your life. The stress is unbearable. I wish Ofgem could end this company.

I have been trying to stop legal action by SSE against an 85 year old friend, who has been in hospital for six months, and has lost all of her passwords. I have tried to explain this to SSE, but have been hung up on on two occasions. On other occasions I have been on hold, waiting for service personnel, for half an hour. This all seems to be a problem with a call centre far, far away. I have made official complaints, which have been completely ignored. Today, I finally was able to make the payment, using my own money, to stop SSE breaking down the door. Even then, the customer service person did not want to take payment because I was not authorised on the account. He gave me a lecture on arranging power of attorney, which I have done, at a cost of over £600, but do not yet have access to the friend’s bank account. Stay well clear of SSE. They are just too big to be able to resolve complex issues.

I bought a house and SSE was the provider so I continued with them for a little while. They are literally the worse. They knew I was the new owner, nevertheless they did not inform me that there was £350 debt on gas meter and they let me start paying it off until I realised that something is off. Then I asked for meters to be changed from pay as you go to monthly direct debit. They changed both meters but refused to give me the money left on my electricity meter back. I had to make complaint and only then they gave me most of it but not all! It was terrible experience and I would not recommend them at all. I spent hours on phone with them and every person told me different things. Then they started blaming their own workers for providing wrong information. Honestly, avoid them if you can.

Shocking company. No willing to investigate the case after several calls now with the my solicitor and Ombudsman, they are a a waste of space.

Absolutely disgusting service!....I hav had no gas now 4 5 days...I was promised an engineer on Monday no1 showed up & no1 called also told me they was sending me a new card & havnt received 1....this was all after being on hold 4 2hrs!....rang them again on Wed & Thursday I was told 2 go 2 a shop 15mins from me at 9:30 I got there early only 2 b told they hav no cards & they don't know y they hav sent me also they said its a good job I came early as they close at 9!....rang again! 2day got passed round hung up..on my 6th attempt I was so angry the lady on the fone took the full wrath of my frustration...I was told ab engineer would b wiv me wivin 4 hrs....5 hrs later I'm still sitting here ..the lady said ill call u bk b4 closing at 5 2 make sure it's done! Surprise surprise no fone call...I hav my 9month old granddaughter here no hot water 4 5 days now & no1 at this company givs a dam! ...I hav a gas safety check on Monday wivh can't b carried out as I hav no gas!. I am beyond upset & am telling any1 thinking if goin wiv this company don't bother they r a disgrace....& I'd Yr wiv them LEAVE! it's now Saturday still no gas & I can't speak 2 any1 until Monday...FANTASTIC WAT A COMPANY!! ...

I was mistakenly billed and when I called to work out what the problem was, I was helped by Abigayle N. She was so helpful and thorough, she even went to the trouble of personally calling me back when the line dropped out while I was on hold, in order to make sure my issue was resolved. I can't commend and thank Abigayle highly enough, I hope SSE have lots more employees who are as fastidious and professional as she is, and very much hope that she is appreciated within the company. Thanks so much Abigayle 😊

Never ever again. Worst company I have ever dealt with. Changed supplier last year from these cowboys to British Gas. Do not waste your time and money. They will overcharge you where possible and hard to get your money back! Not to mention hours of waiting your turn on the phone.

2yrs of poop from this terable company,have sent my brother a final bill first of 4,800,the down to 2,160,he's on prepayment this bill if a joke as my brother barely uses his gas poss 5 pound a week if that,keep questioning the bill but insist its owed and it defo is not,sometimes on hold 2hrs is the longest has affected my mental health and my brothers,ovoid them and ovo ,still fighting this and getting nowhere

Was bounced from department to department, each thinking the other would sort our issue. Once we reached the correct person they were quick and too the point.

Terrible company. Customer service is appalling can't get through to anyone who can help. SSE ignore nearly all correspondence by email.

0 stars that is. Conversations not logged for future reference, costumer service advisor refuses to give name, 3 times promised to get call back, send from department to department, I have been lied to and deceived by Costumer service, redirected to house move department instead of management, promised £30 goodwill never received, found out they my concerns were never escalated for management for call back. All of the things mentioned above occurred within 4 phone conversations ONLY, they don't give a toss about there costumers both costumer service and management. I am very, very, very disappointed and frustrated and I am looking for another provider, I will not allow them to bully me, let them find another victims to. DISGUSTING SSE, DISGUSTING. For everyone who want to move to SSE please don't, just don't because when you are trying to sort out a problem they just don't care and because management doesn't really hold the workers to account they can get away with everything.

I had a problem with my arrears & asked for help, Rose was very helpful & friendly, very understanding 👍🏻👌🏼

& resolved my issue without any problems, & dealt with it promptly..
I was very happy with her customer service 😊

On a pay as you go meter and they cut off my electric supply without any notice whatsoever left my household without electricity for 2 days bare in mind I have 5 children youngest 10 months old, phoned numerous times they kept saying the same thing an emergency engineer would attend or a code would be sent as the meter is pretty much dodgy so nothing would get money in to top it up was waiting and waiting and nothing all my freshly bought shopping off £160 is all ruined and now binned fridge/freezer stuff.
They are an absolute joke and SSE still haven’t put the electric back on yet.
I will be taking this further higher up and even considering the newspapers.
They can take their £50 compensation else where.
Insult to say the least.

Phoned so many times , the last time was 34 minutes.
Want to speak about Bill they want me to pay.
You have my mobile CALL IT

Worst customer service I have ever had to deal with.
Been a customer for several years no problems. Recently received a letter stating I owe them £825 in debt which they will begin taking at £28 a month. This confused me as I have only ever been a prepayment meter customer. I have never had an account that could go into debt in the first place. Definite error.
Emailed their complaints team with all relevant details for ID and explained I am a disabled customer on benefits and have no means to call them as i can't afford credit at the moment. 4 days later a reply says I need to call in ty goodbye. Replied the obvious. 3 days later I'm asked to provide info for ID purposes ty goodbye. Replied with said info Again. 2 days later I'm asked for the info from the screens on my meter. No explanation of how to get them. 3 days later I'm told how and provide pics of those screens. A week passes so I email for an update and I'm told I need to call in because it does appear there is a debt on my meter....
Honestly. The worst. Company. Ever. I am sick of being fobbed off with a 1 sentence email so some overworked peon can say he actioned a complaint. I will be looking into legal action because this is honestly robbery. I'm being told "You owe us £825 But we don't know why. You have to call us to fix it" and good luck with that when it's a 30min call queue every damned time you manage to borrow a phone.
Never been more infuriated by a company in 39 years on this planet.