"Appalling and untruthful customer service"

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…"

The absolute WORST customer services dept I have ever experienced.

"Absolutely fantastic service of Craig…"

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 !.

"What an absolute disgrace!"

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…"

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.

"lies, lies lies lies lies"

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…"

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"

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!

"Better much better"

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…"

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.