SSE Customer Service Recensioni 

OVO 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.

Very 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.

Poor 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

Trying 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.

Zero training on customer service - please call urgently !!!

Had 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.

My 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.

Absolutely 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.

SSE 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?

I phoned SSE more than 3 weeks ago when they increased my direct debit by a ridiculous amount. I was actually £242 in credit and told them it would cause me great hardship for the rest of April. The customer service rep I spoke to, reduced the direct debit again and promised to process a refund of £200 in the next 7=14 days. This did not happen so I phoned to chase it today. It took an hour on hold before they answered. The representative said he would try to put the refund through again. At this point I challenged him on the 'again' part. It turns out that when they promise a refund of your own money, that's a lie. It goes to another department for approval and mine was rejected. They don't have the courtesy to tell you that before you waste an hour on hold chasing it. I have now informed them that if I don't receive the refund in a reasonable time frame, I will make an official complaint to the Ombudsman. Either way, I now intend to cancel my direct debit and set up a standing order instead. It may increase my tariff slightly, but it will mean they can no longer plunder my bank account at will and cause problems. Enough is enough!
*Update
I have phoned SSE again today (May 12th) only to be told my refund had been rejected again because the customer service agent had failed to calculate my usage based on the meter reading I had to crawl on the floor to provide. Again I was not informed of this rejection. In my opinion this part of the process is totally unnecessary. It's quite simple. My account is in credit. It's my money and I want it back. My future use should have absolutely nothing to do with that basic fact. This time I have been assured that the refund is being processed. Watch this space! I'm not holding my breath.

The absolute WORST customer services dept I have ever experienced.

Absolutely fantastic service of Craig from Scotland 🏴󠁧󠁢󠁳󠁣󠁴󠁿 I’ve been a loyal customer of his & sse for years very amenable professional & polite.I would more than happily recommend the company & Scottish Craig. What ever he’s getting paid it’s not enough !.

Absolutely appalling customer service, both 'on-line' chat (who gave me wrong information then just ignored me) and the telephone version: I could barely understand what was said and had to keep asking him to repeat what he said. Again, he was no help at all ... and finally just disconnected the call. I can get absolutely no answers - at all - as to why my direct debit was increased by approx 54%in March when the increase doesn't come into effect until 1 April. They seem to find it ok not to reply to people and to put people in their customer services telephone centre to be unable to speak English adequately, talk over customers, keep changing the 'story' ... and finally just keep saying (Mrs ......, I can't hear you .... when the line was still open and I could hear him perfectly well). I finally had to disconnect. Disgraceful! Well none of this is ok and I am just considering my next step. We are entitled to speak to people we can understand and to receive responses to our on-line chats.

A manager finally rang me so I went through the whole saga again & as expected the buck was passed. THIS COMPANY ARE A JOKE & THEIR STAFF ARE CLOWNS.

minus ten billion stars, times infinity, plus one.

Basic issue.

1...cant get to speak to a manager,
2.......manager cant dial number,
3. .......manager cant dial confirmed number,
4.....manager seems to be unaware phones work more than once
5....managers e-mail is a dead end
6.......manager cant be bothered to read e-mail and answer questions posed about 2 weeks ago
7........customer has spent 3to4 hrs trying to get answers

8 just e-mailed them telephone number yet again, wonder if they know how voice messages work?
( want to know cut off fees, reconnection fees)......
......................3 hrs later, spoke to manager in South Africa after asking then insisting with same poor worker(who was nice) for nearly 45 mins straight.

28 march 2022 promised to call and give info another lie.

1 April. They rung.... immediately hung up then sent email saying they had tried to call, and still did not hand out the information requested.

brief e-mail would have sorted this out... i'm moving company.

3rd of April replied to sse message below inviting to correct issues by midnight on the 6th before contract with other supplier starts.

My 72 year old widowed Dad came to me today in such distress. He's been quoted the estimated bill for next year will be 4 THOUSAND. He has an average sized 3 bed house. I know energy prices are rising etc but expecting and charging people that amount of money is disgraceful. My Dad - who has worked all his life - should not be worried and stressed that he won't be able to have the heating on, lights on etc! Absolutely shameful, I don't know how these energy boss giants sleep at night

Do not touch this company! I was appalled to discover that after they had written to tell me that my DD would go up from 1 April, the company took a second DD payment from my bank account this month without any notification and without my consent. This was taken just six days after the normal Direct Debit had been taken. They took the second payment despite my account being nearly £200 in credit. I was shocked that a company could just take money from my account without consent! I have now cancelled my DD which means they are now going to charge me an extra £85 a year. It is an absolute scandal what energy companies get away with this sort of behaviour. They treat their customer with total disdain. For all the hassle, I get a goodwill payment of £30 - big deal. A guy from the complaints department rings today and tells me I shouldn't have received the goodwill payment. You couldn't make it up - appalling!

So I wrote a pretty daming review about SSE a couple of weeks back. And I thought that would be the end of it. It would be ignored but much to my surprise I had a phone call. They asked me to talk through what had happened, which I did just for the call alone I have to say it's good to see a company step up and take responsibility..I won't say what else happened in the call. So thank you SSE for taking my complaint seriously and making contact

I soke to Tracey in the tariff department she was absolutely lovely so helpful kind and caring,total opposite to the lady I spoke to earlier who was not helpful at all and quite dismissive.
Tracy really helped me and advised me,she was fantastic an absolute credit to customer service.I cannot praise her enough.

A whole year of misery
I have edited this because I have read lots of other reviews and there is a similar pattern. It seems no one’s electric smart meters are filtering readings through to their computers. What on earth is going on???
I have been a customer of SSE for just over a year. I have gas and electric smart meters. My electric smart meter doesn't work as it is not sending readings to their computers. I was initially told that it was undergoing and enrolment period, but after 6 months that excuse became tedious. A lady called Vyette assured me she would sort it and that she would pull a manual reading and offered a £50 credit as a gesture of good will that was 14th January in an email (evidence) this would all be done by 25th February and as predicted (by myself) none of this has happened. In fact I've been inundated with emails and texts asking me to provide a meter reading. I log into my account and get a message saying you do not need to send a reading and the reason is:- "This is either because the account is closed, or it's not an energy account". I refuse to phone them because I told Vyette that I shouldn't have to seeing as it's meant to be a smart (dumb) meter. All I want is a bill with a genuine meter reading instead of estimated readings. I have absolutely no idea why they cannot install a meter that works. If there wasn't such a bad energy crisis with price hikes and difficulty in switching I would have jumped switch at renewal last week and therefore took the "better the devil you know" approach DEVIL being the operative word. I have today escalated my complaint to the ombudsman and hope they can help.