Add your feedback on energy supplier M&S Energy

Stompa

Stompa wrote: »

Still no indication that they've got my meter reading though.

And still not today so, given that my five days is almost up, I gave them a call and discovered that they had no record of the readings I'd given via their automated telephone system.

Ziggy_Stardust

I have just this moment opened a letter headed from Southern Electric, with the M&S Energy brand logo on it too. It says to go to southern-electric.co.uk to access my account and gives me my account numbers, when I went to their website I got this message

Thanks for visiting Southern Electric. We are currently experiencing some difficulties with our website and will have it back up and running as soon as possible.

If you're visiting to let us know your meter readings please give us a call on 0800 220 995. You'll just need your customer account number. You can find it on the top right hand corner of your bill.

It's no worry to me I'll try again in a few days but I thought it may help those with the problems submitting their meter readings.

Stompa

Ziggy_Stardust wrote: »

It says to go to southern-electric.co.uk to access my account....

Try going to:

http://www.sse.co.uk/

instead. You'll probably be able to log in, though I have my doubts that you'll be able to enter an initial meter reading.

Ziggy_Stardust

Stompa wrote: »

Try going to:

http://www.sse.co.uk/

instead. You'll probably be able to log in, though I have my doubts that you'll be able to enter an initial meter reading.

They've not asked me for a reading yet, I just thought the phone number may be useful to those who are having problems.

Mr_K

:huh:Managed to log into my new account ok, however its says i'll be paying quarterly rather than Direct debit which i signed up for

keith1950

It changes from quarterly to the correct details a few days after the switch.....it must be some sort of default set up before it updates to the correct details.

Imnoexpert_2

The standing charge on the Welcome to M&S Energy is higher than the one quoted when I switched.

I have read on here that this is because the online billing isn't deducted. Is that right?

I have tried ringing but as one soon finds out it is very difficult to get through by phone at peak times. Not a good sign - and in case their Marketing Team is reading this can I say it isn't helpful when you have been waiting for 10 minutes to be continually reminded that SSE came top for customer service in a Uswitch poll!

Mrs_LT

It took me 2 month to switch from Sothern Electrics toM&S Energy (as I understand now the same supplier).

19 Aug. applied for Fix and Save until September 2014 withpaperless bills and monthly Direct Debit (M&S Energy website). The sameevening got welcoming email, email with T&C and invitation to activate myaccounts. The switch should happen in 5 weeks.

6 weeks later contacted M&S Energy to find out what isgoing on and was told that they have a huge backlog and will switch me asap.

10 days later received a letter with T&C, confirmationof monthly Direct Debit payments and prices. They hoped to switch my accountwithin next 14 days.

In 14 days made another phone call to M&S Energy to remindthem and was told about the backlog again. After I dexplained the situation,the operator agreed to finish the switch over the phone. She asked me about currentmeter reading and then estimated the meter readings on 19 August, the day Iapplied. Before saying good bye I decided to confirm that I was havingpaperless billing and will pay by monthly Direct Debit. To my surprise therewas nothing on the system regarding that and we had to go through that again(at some point M&S knew about monthly payments, as I have a confirmationletter about it).

My advice is to keep an eye on dates and contact the companyif it’s over the deadline, take meter readings on the day you apply, as youstart saving from that date (I lost a few pound as my meter readings were estimated),confirm the way you pay, as if it’s not monthly DD the standing charge is too expensive.

I hope to save enough money to justify poor customerservice.

Also, not sure when Iget my M&S vouchers.

Biscuit_Tin

Mrs_LT wrote: »

It took me 2 month for the switch from Sothern Electrics toM&S Energy (as I understand now the same supplier).

19 Aug. applied for Fix and Save until September 2014 withpaperless bills and monthly Direct Debit (M&S Energy website). The sameevening got welcoming email, email with T&C and invitation to activate myaccounts. The switch should happen in 5 weeks.

6 weeks later contacted M&S Energy to find out what isgoing on and was told that they have a huge backlog and will switch me asap.

10 days later received a letter with T&C, confirmationof monthly Direct Debit payments and prices. They hoped to switch my accountwithin next 14 days.

In 14 days made another phone call to M&S Energy to remindthem and was told about the backlog again. After I dexplained the situation,the operator agreed to finish the switch over the phone. She asked me about currentmeter reading and then estimated the meter readings on 19 August, the day Iapplied. Before saying good bye I decided to confirm that I was havingpaperless billing and will pay by monthly Direct Debit. To my surprise therewas nothing on the system regarding that and we had to go through that again(at some point M&S knew about monthly payments, as I have a confirmationletter about it).

My advice is to keep an eye on dates and contact the companyif it’s over the deadline, take meter readings on the day you apply, as youstart saving from that date (I lost a few pound as my meter readings were estimated),confirm the way you pay, as if it’s not monthly DD the standing charge is too expensive.

I hope to save enough money to justify poor customerservice.

Also, not sure when Iget my M&S vouchers.

As you were already supplied by SSE, it could have been handled as a simple tariff change if you called SSE. Probably would have got you on the tariff during the call.

When you called them after 6 weeks, I don't understand why they didn't switch you to the tariff of your choice there & then. :huh:

The customer service you get on your M&S tariff will be just the same customer service as you experienced on the previous SSE tariff, because it's all the same people at SSE

Mrs_LT

Biscuit_Tin wrote: »

As you were already supplied by SSE, it could have been handled as a simple tariff change if you called SSE. Probably would have got you on the tariff during the call.

When you called them after 6 weeks, I don't understand why they didn't switch you to the tariff of your choice there & then. :huh:

The customer service you get on your M&S tariff will be just the same customer service as you experienced on the previous SSE tariff, because it's all the same people at SSE

You are right, it was unnecessarily complicated in my case.To be honest, I had no idea that SSE and M&S Energy is the same supplieruntil I came across this thread. I could not imagine that energy tariffs are soldlike this now.