SSE Energy Services 

My experience of finding a new Gas and electric supplier was resolved in a very efficient and professional manner. Skye explained the whole process to me and checked to see if all issues were satisfactory.

If I could give no stars I would. I have recently received a demand from LCS for an estimated bill of over £400 for a period over 2 years ago when my flat was empty. No bill was received from SSE at the time and although I have now emailed SSE complaints and phoned 4 different numbers, no one in their call centres is able to help. I have now opened a case with the Ombudsman. I will never, ever be a customer of Ovo/SSE again.

Support team was excellent and helped me to setup my account.

Terrible company. Single handedly crippled my business. I am paying the same for electric as my rent. No help at all when trying to reach a solution. Horrendous customer service, hours to get hold of anyone. Do not be like me. Avoid at all cost. Go with more reputable provider.

Alistair Prince
LUX hair and beauty ltd

Worst company I’ve ever had to deal with in my life. Terrible customer service.

Extremely poor service. Forgot password, clicked on link to be sent link to create new password. Never received link, tried again, still not working. Called in mid April to ask for pre-pay meters to be changed to normal credit meters. Was told may take a month to be contacted. Its now 26 July and heard nothing. Went to website to see if I can do this online. Found a link saying "what if you want to get rid of your pre-pay meters". Clicked on it and am sent round and round in circles taking me back to the same link without being able to actually either let SSE know I want to get rid of the pre-pay meters or to contact them via email to do this. Infuriating, annoying time wasting exercise. All corporations seem to be engaging in this idiocy of putting links on the websites that have you chasing round and round and re-directed to the same pages without getting anywhere. OFGEM, that useless bunch of tw@ts need to sort this mess out

Wasted an hour of my time speaking to Adelaide about our meter because the information held between different agents and engineers does not appear to be the same...

She came across very patronising and sarcastic in her responses and then tried to explain to me she could only address the question being asked... I do not know how many ways I can write the same thing

If we were not in rented accommodation and were able to switch provider we would.

Been trying for months to register my Deaf frail 92yr old mother in laws Standard THTC account. She cannot get outside to read her meters and depends on our visits, she also has no broadband. We were going to do this for her to help with keeping a check on her account etc. Apart from taking 30 mins to get through each time the assistants all say they have rectified the issue which is stopping us doing this. The site always says the details we give are incorrect. Absolute rubbish and l think its Ovo who have a thing against THTC accounts.

Worst customer service - no one from customer services helped me, they kept passing my call on. I spoke to 11 different people in the space of 1 hour and none of them provide any help or information.

Incorrect energy usage estimation by SSE meant I had over £500 owed to OVO after handover.

Had to contact SSE to find why this was the case but was told that there was nothing that could be done and customer service person hung up on me after I was persistent that there must be something since it was SSE’s mistake. The person was also extremely rude, raising their voice and telling me that it’s my problem that I needed to resolve (why do you think I was in the phone to SSE?!), before hanging up the phone on me.

Called again immediately and the issue was (hopefully as not received refund yet) resolved. I do highly doubt this however, based on the dozens of hours I have spent on the phone with them in the past 2 months that have resulted in no resolution.
I asked if I could make a formal complaint about the previous member of staff I had to deal with and was told that only OVO dealt with these kinds of complaints. I asked them whether they were certain and that I wouldn’t just be sent back to SSE to advance my complaint and they reassured me that this would not be the case.

You guessed it - it was the case, by which time I’d made so many phone calls I was unable to track which specific phone call was the one with the rude and incompetent member of staff. EXTREMELY dissatisfied with the outcome.

Steer well clear of this company unless you want to spend up to dozens of hours of your time between 9-5 (when you’re supposed to be working) doing their job for them free of charge. This is no exaggeration.

Well if there was a minus zero I would use it. After SSE confirming a payment in full and final settlement they continue to try to bill me even though I sold my property last November. It is impossible to contact them. True scam artists and a hideous Company.

I’m extremely disappointed and frustrated dealing with this company. From start to finish it has been difficult and taken multiple phone calls - the final bill is still being sorted now.

The start:
We’re on a pay as you go and have been topping up the card for the month we were with SSE until we switched to Octopus.

Trying to get gas when we first moved in was a pain, we had to call to clear the previous tenants debt so that we wouldn’t be charged. We had to have someone come out from SSE with an emergency top up. Granted they were quick to send someone out.

Now:
In theory we shouldn’t have a final bill as any debt would be accrued on the meter and would need the top up to clear it. Yet somehow we have a final bill for £700+ bill for 550kw used. The first bill they sent was a whopping £24k. Where are they pulling these numbers ?? It’s not possible for us to have spent £700 or £24k worth of gas in the 31 days we were with SSE.

So now we have spent the last few weeks trying to sort out this final bill with constant texts saying we have outstanding bills. Most of the customer service has been helpful - Except for when it comes to clarifying the final bill.

I’ve roughly calculated what our bill should be based on the kw and standing charges they have set out and it should be at most £70 pounds which we would have covered by our top ups.

My partner found an article by the Guardian (google sse-threatens-legal-action-over-money-we-dont-owe) and another article by thisismoney (SSE-incorrectly-billed-calculated-refund-wrongly-too). These articles discuss the take over of SSE and OVO and other customers seem to have this issue in 2022. SSE doesn’t seem to care about its customers that they’re charging these huge amounts to and I expect we’re just another customer in this line. They’re quick to demand payment but I doubt they’re quick to refund customers.

They’re now sending an itemised bill which should’ve been included in the original final bills. Who sends out their final bills with just the amount and without the calculations ? SSE clearly.

In conclusion, I am bitter. Obviously I do NOT recommend.

Dreadful company to deal with. They fitted a smart meter in May. Tried to switch to a pay monthly tariff but loads of issues / complications. Phoned them and was put through to 4 different agents who gave conflicting information such as I no longer hold an account with them. Ended up switching to British Gas and have made a formal complaint which is being escalated to Ombudsman. I would avoid this company completely.

Very weird that their top up website is almost always offline when I need to top up electricity just before the electricity cuts? What is the deal because it’s always conveniently down when I need to top up???

Awful customer services, they owe me money after going through the energy ombudsman who upheld my claim,. SSE tried to charge me over £1000 for 6 weeks worth of energy. The claim was finalised and sse said they would pay me £55 and £172, the £55 arrived but not the £172. I have spoken to them several times now and each time I get through to talk to someone, after giving my details they just hang up. Avoid these people at all costs.

Disgraceful customer service. Have continually provided me with incorrect bills for over a year whilst I’m stuck in contract. I’m overpaying considerably and they keep accepting fault of this and saying they’ll fix it and send revised bills but never do. I can never get through on their phone lines and you’re in 24hr+ queues on their WhatsApp then passed pillar to post by their representatives who take hours to reply and then don’t fix your issue. I’m so upset and stressed out by SSE and they just won’t listen and don’t care. I can’t wait for my contract to end then never use them again.

After closing our account due to moving house and living at the new address for a few months we had a letter claiming we owed them nearly £200 when we were on a key meter. We rang customer services to see why and to send us a letter with proof. Nobody could answer why we owed them money and we never recieved a letter to show proof. We also raised complaints and none of them was dealt with and we have had multiple debt companies send us letters with the random amount we apparently owe from a key meter! Absolute joke of a company!

I just want to say a HUGH thank you to Emily in the homemoves department, she was helpful with lots of advise helping to close mine and my late Trevor’s account,
Thanks again Emily

Be careful when are u leaving them. I have gas and electricity with top-up key.I changed the provider, after I woke up with a letter from Debt Collection that I owed them money. I paid the amount because it was not big and I didn't want a hassle. The gesture bothered me. Why did I have to pay them £50 if I had a top-up key while I stayed with them? Very disappointed.

My partner received an email stating she had a final bill please view online. She hasn’t had an account for over 4 years with SSE. The call centre can’t deal with her because she can’t pass security, as she doesn’t know the address for the bill. They tried to get her current address. Not giving. They say they can’t help and hang up. Very poor customer service.