SSE Customer Service
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SSE providing energy to businesses and homes in the UK.
Reviews 180
J. Clayton
Nov 18,2022Southern electric has it all, the complete package of abusive service experience. Cons: Inept customer service centers in India that speak broken english: the phone queues span days, not hours; I was on hold for 7 hours over a 2-day period, placed on hold 9 times, transferred 6 times, cut off twice, because they weren't sure what to do. Complete incompetence: I requested and received a letter confirming I would take ownership my late mothers accounts, after her death. Then they closed both accounts, and opened new ones instead, but setup a direct debit on the account they had just closed. Absolutely clueless. Pointless website: doesn't display account information, options are incomplete, tells you to ring customer services instead. Excuses: They send me a letter explaining that the written response times are currently taking 6 weeks, because they were understaffed because of covid. Pros: None. Southern electric prioritizes stakeholder profit margins at the expense of its own staff and customers, and it shows.
Mr Fernand
Nov 15,2022Try our webchat! No, it doesn`t work. Try our Facebook! No one replies. You can ring us! But after 45 minutes on hold I got cut off. Shambolic waste of time. I have emailed the CEO (try ceoemail.com). Pretty sure he`ll ignore me too.
Gordon Finlay
Nov 13,2022This has to be the worst company I have ever had the misfortune to deal with. They do not answer the phone and ignore email messages. Cannot even submit meter readings on their website...they advised me it has been down since JULY ....but they are working on it !!?***
Susan Campbell
Oct 28,2022Absolutely the worst customer service possible . I had previously been a customer of SSE for years , and had no problems . Recently , thanks to BT , we had an external problem with the phone line . We have spent literally hours trying to contact them , £40.00.spent on calls , and all e mails bounced back as undeliverable . After two and a half weeks of trying , I gave up , cancelled the account and went with sky . My online account shows no payments made since June , in spite of paying every month by direct debit . I've received a monthly invoice today asking me to reinstate direct debit ......they know I've cancelled their account . Both customer service e mail addresses bounced back this morning , so no way of contacting them . I can truly say I've never come across such an abysmal customer service ever. I have no idea how I can now sort out a final invoice , excluding the weeks the system was down . Really , just avoid this company at all costs
who are you who are you
Oct 27,2022I had been a customer of SSE for many years , but recently OVO took over . I was told we owed ex amount of money and needed to pay this , I asked for a breakdown / Final bill and was told this would be sent . four months later and despite numerous calls to there terrible call centre I still have not received a final bill . I have stopped paying simply because I do not know what I am paying for , After many phone calls and numerous promises of the information I required still not being received enough is enough . The customer service is truly terrible , the lack of knowledge again is terrible . The lack of care on there behalf is dreadful , talking over me interrupting me and even questioning my issues as if I was at fault . A truly horrid customer service and Once my dealing/issues have been dealt with I hope never , ever have to speak to this awfull company ever again.
Anonymous
Oct 25,2022Absolutely dreadful experience with pure disrespect and dishonesty from SSE (so called) customer service. Untrained rude staff who sound like they are in South Africa because whilst on hold (so they thought but too untrained to realise she didn't place me on hold) I could hear babies crying, arguing and swearing while I am on the line. I was lied to and when I proved she was lying guess what? She hung up on me instantly!! I have never ever been treated like this with a company who I spend so much of my hard earned money with. This company can hide behind OVO but you have lost me a a customer as soon as possible. Garbage staff from a garbage company!!
scottG
Oct 20,2022We accidently put in a wrong meter reading and so were charged £300 more than we should have been. We pointed the error out straight away buT it took eight months and the ombudsman to admit and rectify the problem. Worst customer service ever. i could write a book on how awful they are. After being fined by ombudsman they took three months to pay us back and several more excruciating dealings with customer service. Avoid like the plague. They really are beyond bad.
Marie
Oct 19,2022SSE/OVO Absymal Customer Service. I am actually surprised that SSE has 4.1star rating. Its been 5 months I have been trying to solve my issues with my Pay as you go gas account ever since I requested to have a smart meter installed. I wish I hadn't and stayed with the traditional meter. On my old meter I was paying a debt of £500+ for the past 3 years I have been on pay as u go and there has been deductions of sporadic amounts everytime i topped up. I took it upon myself to find out the balance when I called to request for a smart meter installed I was told it was down to £300+ to my dismay after installing a smart meter I started getting letters from SSE that my arrears now stood at £500?? From where? I understand a new account was created for my smart meter and the old account of a standard meter closed WHY?? And why give me a debt which does not exist? One of theirs categorically told me how much the arrears was and that was after I had also received a letter in post saying I was owed £27 credit when I queried that the guy said it will go onto your account to clear the debt..So where is this £500+ coming from? I called SSE early July I was told it be will looked into never heard anything back meanwhile £1 daily is being deducted. I sent a complaints email which was picked up by a head of customer service advisor based in Cardiff that's about 2 weeks ago she said she is having someone look at my account would get back to me heard nothing from them???? Who do these guys respond to someone help me out here...the phones are a long wait, WhatsApp chats and Web chat are incommunicado...SSE/OVO get a grip. Some of us have young kids in the house who will need adequate heating this winter. And the monies your deducting at £1 per week considering the arrears you say I have figure which is incorrect. I need answers. I have had someone ask for my contact details a day ago i am yet to hear from them.
Mr. Harjinder Dhillon
Oct 08,2022On 24 September 2022 (Saturday), My Vokera Boiler Broke down. It was insured by SSE Home Services( 0345 076 7646) under Account No: Mr. Harjinder Singh Dhillon A/C 1000164131. They were closed on the weekend, therefore I called them on Monday(26 September). An Engineer Paid a visit to my home. He inspected the boiler and called the SSE office that this boiler can not be repaired. A new boiler is required.I do qualify for a free boiler because it is less than 7 yrs old. Serra from SSE Office (01383844548) called me. She said she will call me on 27 Sept. She did. She said she will talk to her Manager regarding a new boiler. After that, she never called me as of today (07Sept) Although I called SSE many times( 03/05/07 October 2022). It seems like they do not have good intentions to install a new boiler. I am a 69 yrs old disabled, vulnerable Pensioner. There is no hot water or heat, therefore I moved to a friend's home. I pay him £ 40 daily, I want an explanation from them Why they are not installing new boiler, I am Harjinder Singh Dhillon. i i vokera
Avril
Oct 05,2022Would give them no stars if possible. Have had an issue - should be simple to resolve - since May when a tenant moved out which despite speaking to four different people is still an issue. Thought it was fine in May and according to Lavender it was sorted. Problem reappeared when house was sold and I cannot get any assistance. Have been bounced between sections - just keep saying they will put me through to someone else but no one ever answers. Have sat on the phone for 45 minutes at a time then just given up. They have no call back facility. Have put in Two complaints on their online complaints form but no response to date - up to five days before they respond!? Absolutely frustrating. Have also asked them to remove their Speak to Us option ( first offered) on the Complaints Section as this has to be a joke!
welshman having fun
Oct 05,2022For 7 months my mother has had a broken smart meter, she's been lied to, fobbed off and ignored for 7 months. She's an elderly lady, hugely concerned about the energy she's using and has had no help at all from sse!! Scandalous
Nish Dean
Oct 01,2022How am I still contacting SSE with complaints in regard to switching from ECO 7 to Standard Single Rate 7 months later. I first brought this up in February 2022, this is when I began the switch over from ECO 7 to Standard Single Rate. It has taken me 6 months just to get you to change me over and 6.5 months to get you to update my SSE App to Single Rate. Now 7 months later I am still waiting for you to update my Smart Meter to just one rate. I am getting unbelievably cross at this company now!! This should have been resolved months and months ago. You can see on my account that I have been in contact with SSE again since contacting you. I was AGAIN told another 10 days as ANOTHER form was sent off to get the meter updated. However, I am still sat here with no changes!
sal reeves
Sep 29,2022SSE -Seriously Shambolic Energy STILL !!!!!!! If it were possible to rate SSE lower, I most certainly would...........Much Much Much Lower. I had a new SMART' meters & display fitted 10/08/22 . I now have a £237 debt showing ??? - having had a ZERO balance on old meters.Plus now having money taken off any credit I add as repayment for this nonexistent debt. After much time & energy wasted trying to get any help &/or assistance from the hilariously misnamed Customer Services, I resort to posting here ..again !!!!!! I've contacted the office numerous times. If/when calls are eventually answered by condescending staff who are either unwilling &/or untrained to help. Where there is so much background office noise, e.g. 'staff' voices conversing with other staff - mainly lots of loud laughter, - just to be put on hold & passed around . If not cut off , Im assured of help within 10 days, but they are untruthful. REALLY SSE ???
Dennis B
Sep 26,2022Phone and broadband customer service is non existent . A simple change of payment query requires talking to a human but customer service lines are not answered . I am on eternal hold . Online account management does not provide options to change customer details . SSE , now OVO , soon to be Talk Talk must up their game .
Tracy
Sep 22,2022Spent 1 hour yesterday trying to get through to report a tenant leaving with no forwarding address. Warrant issued to enter my property and change the meters to prepayment type at my cost although the debt was in the tenants name. Tried again today and had an even worse experience. Sack the board
Dave Hewitt
Sep 20,2022Called SSE on the 9/9/22 took 48 minutes to get to speak to someone as SSE had been taking my broadband payments for my old property and my new property without notifying me, person I spoke to informed me I was due somewhere around £52 refund for my old property 5 to 7 day refund. No refund so called again today 1 hour 9 minutes on hold before speaking to someone to be told person on the 9th had got it wrong and I'm only due £22 even though they'd billed me for an address I'd vacated as well as my new address . When I asked to lodge a complaint the person did so begrudgingly. Called me back 10 minutes later saying the person from the 9th will be retraining. Shambles of a company I'm now tied into a contract for 2 years ...
Peter Doyle
Sep 16,2022SSE have been overcharging me since I changed my contract in June (Its now September) I have tried phoning them on a number of occasions but after waiting ridiculous amounts of time nobody answers the phone. I then contacted them via the contact page which says they normally respond within 5 days. Over two weeks later , not a word from them. Tried phoning again today but no answer after a long wait. I have used their contact page again but don't hold out much hope.
Chrisj
Sep 15,2022Oh dear, I've come across some poor customer service in my time but nothing quite like this. Don't bother trying to phone them on 0800 389 4466. There's nobody there. Probably out jogging or walking their dogs! I hung on yesterday for half an hour, listening to their message over and over and over. Today I tried again and after 25 minutes it went to a ringing tone. I actually thought someone was going to pick up at first but no, 15 minutes later nobody has answered. I need to talk to them to renew my contract and I have lost my log in details. I guess if I stop paying my bill they will be quick to contact me.
Jo
Aug 21,2022Spoke to them on 10th June about over charging and account in credit by over £1000. Since then they have communicated inadequately and my issue is still not resolved. A week ago they suggested a partial refund but not putting down our direct debit. Our money in their bank account. Terrible customer service.
True
Dec 02,2022The customer service is shocking. Nobody contacts you. I have been waiting for a year & a half for a refund. I have added couple poor reviews on this company & they promise they have messaged you online but there is no message - seems like a bot service - I have seen many complain the same - contact me at my email address you have for my account - I’m waiting…. would be very wary of using SSE. I am surprised this company is allowed to continue and function - the problems I have had with this company & not 1 customer service contact has been in touch to set it out & they even lie they have contacted you online when they haven’t. This is what happened - Last year SSE took £695 from my electric account classifying it as an ‘estimate’. This was illegal as there was no basis to do this. They had never took this amount from my account before, I had been paying money into my account monthly, so I complained & wanted a refund, they said the system wouldn’t let them refund the amount & at the same time there were problems accessing my account to pay my monthly payment. SSE informed me that it would get sorted out when I get my smart meter put in, I had that put in May this year & called up constantly to get this sorted - now a year & a half I still haven’t got this sorted out - then I get a payment bill of over £400 and they chasing me for that money, obviously when a call came in from them I let them know what for. I have since put in a complaint into Energy ombudsman as I have not had 1 customer service agent call me to sort it out properly. It turned out that the meter reference was not even for my meter! So many mistakes have been made by this company & nobody is taking ownership as poor decisions have been made by them & whoever made these decisions will get into trouble - they made an offer of £50 for the poor customer service - this does not cut it - leaving your customer for a year & a half is shocking - they drained my account of what was in there to pay my bills until I had nothing left, it looks like I was manipulated to get a smart meter for their commissions & only interested in attaining your money & didn’t have the decency to refund what I was due. A bit shady - I would think twice before using them - I am awaiting energy ombudsman to investigate it. Will keep you posted - let this warn you as now I don’t trust SSE with my account. They don’t care about their customers only what they can get. If they were worth their salt they would write that off with their refund and pay me back what was left as they left it so long that I am now due that money. No customer should be left for a year and a half for a refund - but they will chase you for your money. Shocking…. Be very careful with them. Awaiting response from Kirsten / Craig - don’t go near the company.