SSE Customer Service
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SSE providing energy to businesses and homes in the UK.
Reviews 180
Mr Christopher Wright
Aug 09,2022After my originally complainant I am pleased to say that my smart meter has been registered on SSE system and is working . I can also report that Jonean was very helpful in dealing with my complainant. I will just like to add that it was a shame that it took a complainant on trustpilot to get my issue resolved so a thank you to Jonean for your help
J.J.
Aug 05,2022Since SSE joined up with OVO THE customer service experience has been DREADFUL TO SAY THE LEAST. I WAITED AGES FOR MY HOME DEVICE THAT MONITORED THE ELECTRICTY USEAGE. Then I requested by pay-as-you-go METER to be changed over to a Credit Meter. It took countless phone calls to their call centre in South Africa which frankly is a joke. Most of the time I cannot understand what they are saying becauses of their strong dialect and also because they dont have the FILTERS ON THEIR HEADPHONES THEY SHOULD HAVE so I hear always their colleagues laughing and joking and sometimes shouting in the background. There has also been intense radio interference it is a dismal joke and shabby to say the least. DO NOT GO WITH SSE!!! wHEN YOU ARE LUCKY ENOUGH to get through to someone they then say they cant help you and transfer you through to another department and you are left waiting up to hour or more. Im currently The company is shabby and a disgrace. I am requesting a payment card to in order me to pay at the post office or paypoint weekly or monthly rather than a direct debit. No one seems to be educated or what it is I am requesting. I cannot imagine quite frankly what their offices are like and what computer equipment they use but really it is quite clearly basic and the company are taking the P**S out of us the customers. they are appauling and need shutting down . I need this card as now I am in debit. I doubt I will receive it and cant set up a direct debit I have no intention of doing so. They are the WORST PROVIDER AND CALL CENTRE I HAVE EVER ENCOUNTERED. DO NOT SIGN UP WITH SSE.
Dawn Clark
Aug 02,2022Appalling customer service. Have wasted so much time trying to find out why my meter was incorrectly capped leaving me without hot water & heating for 3 days. Passed from pillar to post & still no answer. Changing supplier.
Louise Boylan
Aug 02,2022SSE Talk managed my 97 year old mother's emergency call line. She has dementia and constantly pressed the call button. This was charged at a premium rate. (BT is free). She had a bill for £750.50 for a two month period. I involved the ombudsman after complaining to SSE customer services and following their complaint procedure. While awaiting the ombudsman's decision, SSE referred the outstanding bill to a dept collection agency who added £180 as an administration fee. This is financial abuse of a vulnerable adult. Please check if your elderly parents have a premium rate attached to their emergency call button. SSE did not make this clear in any of their contract documents.
Daron Lewis
Jul 24,2022What has happened to this company and customer service. Firstly getting through is awful as you're left waiting on the phone and if you get through you speak to usually someone who doesn't seem to be able to sort your problems out. I was passed from pillar to post on one phone call. Over a period of six months I was forced to contact them repeatedly about several issues including : meter replacement / meter readings / billing and direct debit hikes. If you use the online form it takes a painfully amount of time for a response so you end up trying to phone. I was even told by one person they have over a month to reply to the online form by which time you could be in major difficulty. Each time you're reassured that your problem was understood and fixed only to be sent emails / text repeating the problems. My last email received stated that they hadn't had meter readings since 2008. But I have given readings when asked, always paid my bill on time and in full and for the last 6 months or more I have had a smart meter. As a result we phoned spoke to Claire in india who couldn't explain what's going on but from now on I wouldn't be having further problems. Sadly laughingly hours later I received a text asking for a meter reading NOTE I HAVE A SMART METER. So currently I'm having one very bad experience at a time when all of us are being fleeced by the energy companies Spend the money on getting the systems right, larger and better customer service who fixes issues immediately once and for all.
Mr Kelvin Bell
Jul 22,2022Finally, I am away from SSE for over 14 months with a great new provider (not on price but on customer service). SSE still calling me from an overseas call centre (South Africa I think) demanding my DoB (I don't think so) and to pay a £20 bill12 months after settling the bill to move to the new supplier. Three times this week showing no internal communication at SSE, I am just glad to be well away from them and their terrible service levels.
Gemini evans
Jul 18,2022Absolute waste of skin,arrogant staff who don't care
Hyde
Jul 15,2022It appears the feeling is mutual. Absolutely shocking customer service received! Avoid at all costs, trying to make contact with this company since the 18th of June. Finally got through today after one hour, got put on hold and customer service advisor left me on hold for that long it took me back to the start call options so here i am again trying to get through. Emailed on several occasion no reply, just shocking.
Ian-S
Jul 15,2022Despite being on a fixed tariff and in credit by some amount, SSE are attempting to treble my electricity direct debit and increase my gas direct debit by 50%. I appreciate that energy proces have increased massively, but not mine - it's a fixed tariff. They'll be getting a polite but angry call from me first thing tomorrow.
Anthony
Jul 08,2022DON'T EVER GO WITH SSE! If you want to get cut off on EVERY call, spoken to from South Africa via a script and not treated like a human being or fairly then definitely join SSE. I was told (hopefully on a recorded call) that the readings and visual representation I was sent on the app wasn't the same as the readings they get!? I was also told that the agent didn't bother to offer me my complaint reference number and they don't put it into the notes so even though I have a complaint open they don't know what stage it's at, who's dealing with it or when I might expect to receive a call, and that's even if I get one because if my readings issue is resolved they are unlikely to call me anyway. You for real??? The whole customer service is a shambles and Gareth Wood who is supposed to be Customer Service Manager or Director couldn't direct himself to his own front door if this is the service he expects us to put up with. Look at the reviews Gareth it's hardly like you're doing even an average job really is it??
norm wilkins
Jul 08,2022OVO DOES EVERYTHING AS CHEAPLY AS IT CAN SO THATS WHY SO MANY CUSTOMERS HAVE A PROBLEM WITH THE SMARTMETERS .THEY ARE MADE TO A PRICE LIKE THE ROUTERS THAT ARE GIVEN TO NEW BROADBAND CUSTOMERS. BUT UNLIKE THE ROUTERS WE CANT JUST GO AND BUY A BETTER SMARTMETER ,AND WE CANT REPAIR THEM .IF YOUR SMARTMETER IS NOT WORKING CORRECTLY IT IS NOT YOUR FAULT.TO FOLKS WITH DIRECT DEBIT PROBLEMS GO TO YOUR BANK AND PUT THE PAYMENTS ON STANDING ORDER THEN OVO/SSE CANT INFLATE THEM WITHOUT YOU SAYING ITS OK. OVO/SSE WILL NOT LIKE YOU DOING IT BECAUSE THEY CANT KEEP ASKING FOR MORE MONEY.THEY ARE ATTEMPTING TO FORCE EVERY CUSTOMER TO BE THREE MONTHS IN CREDIT IF YOU GO TO STANDING ORDERS IT WILL MAKE IT IMPOSSIBLE TO MAKE YOU BE THIS MUCH IN CREDIT. THEY ARE MESSING UP YOUR ACCOUNT TO PAY OUT MORE IN SHAREHOLDER DIVIDENDS DONT MAKE IT EASY .STUFF THEM BEFORE THEY STUFF YOU.
marco cornelli
Jun 24,2022Very poor and unreliable service! Instead of final bill I received and estimated bill showing a debit amount. Called SSE and turn out I was in credit. Refund agreed via direct debit but instead a cheque was delivered to a wrong address; luckily the recipient contacted me via Facebook and I managed to collect the mail. Embarrassing! What happened to SSE? Well, I no longer with them so not my problem anymore.
Dave
Jun 14,2022Poor service Service call booked didn't turn up no call ,email Been trying to rebook but can't get a reply or date from them
Kim Aspinall
Jun 13,2022Trying to deal with a complaint about this company on behalf of a family member. Now spent 4 days trying to get hold of them. Only contact is what's app and repeated requests for someone to phone me just ignored and it's so complicated it can't be sorted by what's app. Meanwhile no gas or electric ! Awful company. Can see I am going to have to contact the ombudsman.
Claire scattergood
May 28,2022Zero training on customer service - please call urgently !!!
Richard Bridgeman
May 27,2022Had a smart meter installed at their behest. The flat has a 2nd circuit for night storage heaters so has to have a different model of meter to power both circuits. After the install the 2nd circuit had no power and so no heating. This was in November-21. SSE said it wasn't their fault and we should engage an electrician to sort the flat's wiring. Clearly logically wrong. This in May-22 now and we have complained so many times. They seem to acknowledge the meter is incorrect now but still struggling to get them to fix it. Hope to get it done this year though so we don't have 2 winters with no heating.
Mr Wood
May 24,2022My story is similar to others - absolutely appalling service not worth any stars. I was overcharged by DD for several months and accumulated nearly £500 in my account. I tried to get a refund and after a catalogue of lies I took this to the ombudsman. The ruling was in my favour. SSE had 28 days to pay up of which 6 days are left - still nothing from SSE - no calls, no messages , no courtesy, and no refund! It has been 5 months now. They have been abusing the DD rules and should suffer severe penalties as a result.
Jamie Spencer
May 20,2022Absolutely useless. Raised my direct debit from £53 to £84. My last bill was £34. Asked them to drop the amount as my partner is disabled and has dementia and I’m his carer so don’t have much money coming in. Only offered 15% reduction in the DD. Only option they gave me was to cancel the DD and pay quarterly, which would be a pain. WhatsApp conversation was terrible too, spent 3 days trying to get somewhere. My gas provider so energy isn’t taking on anymore customers. So they have me over a barrel. The account is in my partners name so they will try and say it’s not them.
Peter Final
May 10,2022SSE just has to be THE VERY WORST ENERGY COMPANY for customer service and resolving issues. I am only giving one star because the system doesn't allow me to give zero stars! On 5th May last week I posted a review listing my main complaints. About half an hour later (less time than I EVER have to wait on the phone) there was a reply from 'Kirsten' apologising for my issues and requesting my contact details in order that the issues can be resolved. I immediately gave the details to the address she requested. It is now 10th May and I am still waiting for contact from anyone at SSE. They are so very quick to post 'apologies' when there is a negative review but not so quick to actually deal with the complaints/issues. Apart from abysmal customer service my issue is regarding my smart meter in home display which has not worked since April 4th. Their website and phone app very often provides either estimated or no information for my usage. In fact since 6th May, according to the app and website I have not used ANY gas or electric. How are we supposed to budget with this absence of accurate information?
miss carol saunders
Aug 15,2022Gas/electric. I phoned today about warm home discount 22/23 took my details after eventually getting through. Put on hold couple of times told would put note on system then put me through to warm home and also gave me number. Then on hold eventually recorded message says number not recognised, tried to call the number Chris gave me number not recognised. Tried to call back just waiting for another 35 minutes given up. Also gas/electric fully goes to ovo in couple months when I asked about ovo having correct details as havnt with phone broadband told that wont happen. Sadly I am not convinced. Phone/broadband tried calling as in email on hold forever need to check if ovo now have my correct details, also find out why getting emails for things it was agreed would be posted. My next bill due and as it all went AWOL last month need to check all things. Did previous review, supplied details asked for but no response. A phone call would of helped to iron out all the issues. Will definitely consider leaving southern/ovo at end of 18 month and 2 year contracts. Would not recommend to anyone anymore, been with them at least 16 years. Loyalty obviously counts for nothing.