Solarplicity: Add your feedback

johnstonam

Just an update.


I did cancel my direct debit - but have still heard nothing from the company.


However, they are SO incompetent that I have just checked my account details on their website - and they have credited my account with a DD which didn't happen 2 days ago!


He He! I now have a saved and printed copy of my account summary as of today which says I am in credit! Happy days.

Inigo_Montoya

johnstonam wrote: »

Just an update.


I did cancel my direct debit - but have still heard nothing from the company.


However, they are SO incompetent that I have just checked my account details on their website - and they have credited my account with a DD which didn't happen 2 days ago!


He He! I now have a saved and printed copy of my account summary as of today which says I am in credit! Happy days.

its temporary - the 'false' credit disappears once the system catches up

the main thing with solarplicity is not to get into a position where they owe you money that you need to chase due to their appalling customer service & buggy billing system

they dont seem to penalise you for cancelling trhe DD so that is definately the way to go

when there is an outstanding balance to pay a button appears in your online account allowing you to pay by credit card so assuming the bill is correct then that is the way to pay - if the bill is incorrect then send them an email saying you will pay when the bill is corrected - keep a copy of all emails as they seem to be ignoring them

Chirpy_Cheep_Cheep

Inigo_Montoya wrote: »

for anybody having issues the sensible thing to do is cancel the direct debit & just pay on receipt of a *correct* bill - dont bother repeatedly chasing them as its like getting blood out of a stone - just make sure if your bill is wrong that you send them an email saying you will pay when its corrected & keep a copy of the email - if they don't process it thats their fault

you dont have to pay by DD - you can either pay by a bank transfer or if you have the option on your online account then make a card payment (grey button labelled 'make card payment') - i think the button appears when your balance goes negative ie (they think) you owe them money

Super idea! Do you happen to know what their bank account details are for an online bank payment? Because of course they say one can pay in a host of ways and then only provide details for the DD... Like you, I'm considering cancelling my DD to give me more control over what increasingly seems to be an enery supplier out of control of their own process

Jakubk

Chirpy_Cheep_Cheep wrote: »

Super idea! Do you happen to know what their bank account details are for an online bank payment? Because of course they say one can pay in a host of ways and then only provide details for the DD... Like you, I'm considering cancelling my DD to give me more control over what increasingly seems to be an enery supplier out of control of their own process

These were provided by Solarplicity

Account Name: Solarplicity Energy Limited
Sort Code: 30-84-86
Account Number: 16435860

You MUST quote your account number as reference number

I made a payment, it is not showing on the Portal and they continue to generate false bills despite readings.

I emailed them and I do not even get the courtesy of a reply from the so called customer champion.

After the CEO email actually felt sorry for them.

I have been TRYING to give them a chance to fix their ways, I delayed a complaint to OFGEM but it really does seem that they cannot cope with new customers so should be stopped from signing ANY new customers until ALL customers have been written to ask asked to visit a site to confirm that they have no outstanding issues.

Looking at the volume of complaints on TrustPilot who represent only a small percentage of unhappy customers, it seems that there is a serious problem at Solarplicity.

I did email the CEO and in true Solarplicity fashion, I did not even get the courtesy of a response, if only to say my issue was being passed to a specific individual.

It seems that Solarplicity has no concept of customer service, from the top down.

Chirpy_Cheep_Cheep

Jakubk wrote: »

These were provided by Solarplicity

Account Name: Solarplicity Energy Limited
Sort Code: 30-84-86
Account Number: 16435860

You MUST quote your account number as reference number

I made a payment, it is not showing on the Portal and they continue to generate false bills despite readings.

I emailed them and I do not even get the courtesy of a reply from the so called customer champion.

After the CEO email actually felt sorry for them.

I have been TRYING to give them a chance to fix their ways, I delayed a complaint to OFGEM but it really does seem that they cannot cope with new customers so should be stopped from signing ANY new customers until ALL customers have been written to ask asked to visit a site to confirm that they have no outstanding issues.

Looking at the volume of complaints on TrustPilot who represent only a small percentage of unhappy customers, it seems that there is a serious problem at Solarplicity.

I did email the CEO and in true Solarplicity fashion, I did not even get the courtesy of a response, if only to say my issue was being passed to a specific individual.

It seems that Solarplicity has no concept of customer service, from the top down.

I totally agree! I have also heard from other sources that their bank account details are:
Solarplicity Energy Limited
Sort Code 16-58-10
Account 20181965

Totally unsurprising that they've given out different account numbers (though I'll admit there MIGHT be a valid business reason - like a different customer area - but it doesn't feel right does it? Especially since your payment is not reflecting)

I like the idea of making manual payments when properly billed on readings I provide with evidence by way of photos of the meter. It feels like taking control back. Because I'll bet anything in a couple of months they'll jack up the DDs claiming higher usage expected or some such nonsense just to boost their cashflow.

CEO didn't respond to my emails either. On Twitter, the responses have been to request customers to Direct Message them. I've never heard anything so outrageous that they can't answer the phone, can't reply to emails. but can use Twitter and expect customers to use it too. I think it's because customer services staff spend all day fidddling around on their phones? Should be called Twitterplicity! CEO Twitter handle is @elbournedavid. Guess what... he's far too busy tweeting about renewable energy and solar panels to be bothered with replying to the likes of you and me, his common customers.

Jakubk

I am very concerned about my payment, it does not show on the portal for weeks now.

I have seen in MSE threads that some Solarplicity companies have had petition to wind up from Customs and Excise.

I looked at pages on companies house, is very complicated lot's of name changes and nested companies.

I imagine Government is not too happy to have a company charging VAT and not paying it to them.

I wrote again to so Called Customer Champion who has not replied to email sent at beginning of last week despite the promise by CEO of all emails being replied to within 72 hours.

I copied CEO on email.

The portal was showing a debt because it does not have the payment I made and the readings showed my customer readings as estimate not actual.

How can any customer trust this portal.

I have statements not invoices and they do not match the readings, so now I need an accountant to reconcile.

It has cost me a lot of my time and unlike other companies they make no credit for this despite the problem being 100% their fault.

Hell, a simple reply would be something.

How can I make future payments when the money I paid appears to go into a black hole and is not allocated to my account?

Inigo_Montoya

Sort Code 16-58-10
Account 20181965

the above details worked for me when making a payment to solarplicity

you have to remember to qoute your account number in the reference field though otherwise it will not get credited to your account

Jakubk

Inigo_Montoya wrote: »

Sort Code 16-58-10
Account 20181965

the above details worked for me when making a payment to solarplicity

you have to remember to qoute your account number in the reference field though otherwise it will not get credited to your account

They have now replied and allocated my payment to my account, they say it should take 7 days normally. I used the different bank (Lloyds) provided above, so I guess it works for me.

16-58-10 is TRIODOS BANK NV whoever the hell they are!!

As banks no longer accept cash payments to 3rd party accounts unless you bank with them (big brother on pretext of anti money laundering) you usually need to have Bank Giro Credit slip as it confirms the corporate banking service provided to the recipient.

They are not honouring the Quarterly banking promise thus far but they have at least removed the automatic generation of bills before I had a chance to upload readings (portal was not working).

So now I am thinking of paying them 3 months upfront of my estimated usage to save me trips to the bank. I am a low user, especially in the summer.

I still think their Statements are dire and their staff overloaded but at least they credited all previous statements and issued two new ones which now match the meter readings. I am going to send them a copy of the bills from some other energy companies so they can kill less trees and make things easier on the eye and brain.

If I had not corrected all this they would only be getting Gas payments, so really they should be thanking me. I wonder how may other customers are not being charged, it must be costing Solarplicity a fortune.

Lloyds are at least a friendly bank, I had misfortune to use Nat West to pay my water bill and was treated terribly, never seen such rude staff in my life. I am going to be taking that further.

I do hope Solarplicity can get their act together but they will have to learn the first rule of business reputation, "do what you say you are going to do".

System

The rumours appear to be true:

https://m.thegazette.co.uk/notice/3003642

But I cannot trace the outcome of the hearing.

They also seem to be a few months late filing their accounts: it might be linked to the above.

pooch

Hengus wrote: »

The rumours appear to be true:

https://m.thegazette.co.uk/notice/3003642

But I cannot trace the outcome of the hearing.

They also seem to be a few months late filing their accounts: it might be linked to the above.

To clarify:

This is a feedback thread on energy supplier

Solarplicity (previously LOCO2 Energy)

Their current name is SOLARPLICITY ENERGY LIMITED
(previously known as: LOCO2 ENERGY LTD )
Registered number: 06895776

You will see the first reply posting feedback in this thread was in January 2014.

Please do not confuse this company with any other similar sounding business.The information you have linked to was a dormant company, which is now in liquidation. It is currently known as AMP 5000 LIMITED, having changed it's name on 13 April 2018 (i.e. before the date of the court hearing).
The company was only incorporated in August 2015, under the name: SUSTAIN BIDCO 2015 LIMITED .