Solarplicity: Add your feedback

wavelets

brads39 wrote: »

They auctioned my refund in May last year, still waiting.

That would have changed after your actions in August

brads39 wrote: »

Thanks, TSB are refunding last direct debit from Feb. I am still about seven quid out of pocket but i will live with that.

Jakubk

This company REALLY needs to be investigated by OFGEM or at least not be allowed to take on new customers until the CEO has been booted because the problems here come from the top down.

The company is still unable to issue proper bills,

The portal does not allow me to put in my readings

The South African Call Centre can't even put my readings in

The system issues bills prematurely before the anniverary of my joining and before I can put my readings in (assuming the portal decides to work).

My Gas and Electricity are not even billed on the same date, this is after they did not bill me for 5 MONTHS and only billed me because I called them concerned that I would be running up debt.

I am told by the SA call centre who are nothing more than a message taking service that they forward my complaint to Billing, Head Office or whoever, I NEVER get a response. EVERY MONTH we have the same BS, I call them to try and sort things out, they DO NOTHING.

Solarplicity made a core promise "Standing Charges we don't believe in them" well this was a complete LIE, they then wrote to me telling me that they were moving me to a new tariff WITH STANDING CHARGES, the letter was backdated by over 2 weeks. I wrote rejecting this change as they had breached the 30 day notice. THEY DID NOTHING, NO REPLY NO ENGAGEMENT NOTHING.

NOW to add insult to injury they have lied and cheated me out of the FREE LIGHT BULBS they PROMISED me when I signed up.

On the front end of the website they promised FREE LED's bulbs, BTW I am sure they breached OFGEM rules by making an 11% deduction off their estimate of my usuage, there is no way that a few light bulbs will reduce a bill by 11% especially when most people are already using low watt bulbs.

So once you sign up you are told that if you do not stay for a year they reserve the right to charge you £30 for the LED bulbs so I waited until I was with them for a year.

I then called them asking for my FREE LED light bulbs, first they told me that they have changed supplier and cannot provide them and have no date when they can fulfil their promise, not a week, not a month, not a year, they would not commit. Then they said that they can't send them because they have moved my Tariff !!!

I kid you not, this is the WORST company I have EVER come across, incompetent does not begin to describe it.

The thing about standing charges was not a Tariff thing, it was a core value of who they were and what they were about.

I could sign up for their fixed tariff but it is literally only £10 difference UNLESS you agree to sign up for one of their really dumb meters. Reviews from other customers show that these do not work and it appears that Solarplicity are only installing them to get some sort of grant or rebate.

The feedback I get from reading the reviews is that the smart meters do not even connect to their computer system so you still have to give them reading that they refuse to take via their portal or via the phone.

The amount of administation of this company is costing me around £80 a month, I have complained to their CEO, also to the aptly named head of complaints, one Mia Patience, I have their read receipts but NOTHING!

I had told Solaplicity that I DO NOT WANT A SMARTMETER, I asked them to make a note on my accounr, but still they called me asking me if I wanted one. So I started reading the Trustpilot reviews to them and asked them "would you want one" they said sorry and said they would put a do not call on the system. Then they called me again that afternoon, it was the same person, I did actually pity her because she was obviously just using their NOT FIT FOR PURPOSE PORTAL SYSTEM.

There is no customer service at Solarplicity, barely an hour goes by when there is not a fresh negative review on Trust Pilot, there are THOUSANDS of negative reviews, the only reason there are not more is that Trustpilot only shows the last 12 months of negative reviews.

https://www.trustpilot.com/review/solarplicity.com

As I wtite this these are the three from the last 2 hours

Solarplicity lie on the phone

Solarplicity lie on the phone. Do not join Solarplicity they have owed me a refund since November 2018. Repeated phone calls and e mails are either fobbed off or ignored. Fed up with the number of times I have been promised payment in ten working days, just lies.

Clive Walters

I have never had such a terrible experience

I have never had such a terrible experience with a utility company. I still have an account even though I moved out of the property and now have a large debit. I have rung, emailed, all to no avail. The person who moved into the property has a large credit but unable to post readings. So 2 accounts active for the same property. What a farce!

Madeleine Clarke

Absolutely diabolical service

Absolutely diabolical service! AVOID at all costs. Have been with them for almost a year - despite sending many meter readings they have never once issued a bill so my account remains £100’s in credit. They also won’t provide the final meter reading to my previous energy company meaning they can’t refund me the balance on my account with them from March 2018. Have sent so many emails and now just get ignored. Will be changing companies straight away and would urge everyone else to stay well away from this company.

Customer

brads39

wavelets wrote: »

That would have changed after your actions in August

Unfortunately they refused my claim as Solarplicity aren’t in the DD Gaurantee schene, still waiting.

wavelets

https://forums.moneysavingexpert.com/showpost.php?p=75434333&postcount=23

brads39

https://forums.moneysavingexpert.com/discussion/5646709/anyone-have-experience-of-solarplicity&page=24

hahnchen

I left them when they implemented a standing charge in October. I still have no been refunded the credit on my account.


Their customer service team is useless. You get through quickly on the phone, but all they do is take your details so that you can be called back later. Shame they never call back later.

Inigo_Montoya

hahnchen wrote: »

I left them when they implemented a standing charge in October. I still have no been refunded the credit on my account.


Their customer service team is useless. You get through quickly on the phone, but all they do is take your details so that you can be called back later. Shame they never call back later.

the initial taking your details call is just a way for them to look like they are answering calls quickly to the regulator - its fake because they only take details for a callback

one of the many reasons they have been banned from taking on new customers is because of historical call waiting times so they have got round it by now answering quickly & only taking details for a call back which may or may not happen depending on their workload

no new customers is what happened to IRESA before they were ordered to cease trading

Ive left them too, fortunately I owe THEM money because I was canny enough to cancel my direct debit when I saw all the problems people were having reclaiming account credit

However due to a billing error which I have been trying to rectify since april 2018 I have not paid the final bill yet - Ive had to contact the ombudmans to try to resolve it - if they try to send the debt collectors after me I will simply refer them to my ombudsman complaint to show the debt is disputed

Muhren

brads39 wrote: »

They auctioned my refund in May last year, still waiting.

Surprisingly mine never turned up either.

lookahead

I've received compensation, but not the apology, required by the Ombudsman for their shocking customer service. Improved telephone response after September 2018 when they out-sourced to South African customer service team.

[Deleted User]

I still owe them £50 for the brief period I was with them for gas February last year. Electric failed to switch for some reason.

I really should get round to paying this.