Solarplicity: Add your feedback

thelight

lookahead wrote: »

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.

Same here, they paid the required compensation but didn't action a single one of the things the ombudsman told them too.

Sp_victims20

Terrible company with so many issues
We have a private group on Facebook Solarplicity complaints forum
Over 500 members with issues we also have a petition but can’t post as I’m a new user if anyone is having issues with Solarplicity please join. Thanks

davevon

UPDATE... Saturday 11th. May 3.30pm. Just received an email (yes a Saturday afternoon) from Customer relations at Solarplicity with an unreserved apology for all the problems with the gas meter changeover over the last 4 months. Everything has been updated to the correct readings, statements are there to view and the readings are exactly as my meter!
I can't tell you how relieved we are that this looks like the end of a nightmare and fingers crossed maybe for a lot of other solarplicity customers too.

Joined Solarplicty in May last year. Cheap prices, but should have read the reviews.
Everything went OK at first, Electric Smart Meter fitted last July and everything went as planned.
Pestered for the Gas Smart Meter and eventually fitted on January 17th. and that's when the problems really started!
Monthly Statements were never produced and I couldn't submit a reading because the old Gas meter was still listed. During March and April they listed a "Supplementary Charge" at the month end which was eventually changed to a "estimated" statement, BUT using the Old gas Meter details and this is happening, that Meter is an old Cubic Feet ft3. so goodness knows how they can estimate?
In March I explained all this by email giving details and readings of Final read old meter and the Current reading on the new smart meter and they replied asking would I send a photo of the new meter so they could see the serial number for their meter... they obviously don’t know it! Fortunately I have photos of the old meter final read and the new which were sent.
Since then nothing! except more estimates on the old meter. I’ve chased and chased, they have escalated it? and on the 30 April lodged an official complaint which they have acknowledged.
On Trustpilot like on here, the reviews are frightening and reading a similar case, you can’t change suppliers until the new Smart meter is registered on the national system!
They’ve also sent their new prices for June onwards, which are far higher than many on MSE and I’m terrified solarplicity will be forced into closure before my account mess has been sorted ……. Wish me luck !!!

Maverock

Moved to Fischer Energy, now Foxglove Energy in April last year.
Perusing my Direct Debits last month I noticed that I still had one still set up for Solarplicity. I noted with some relief that no payments had been made from it.


Today, 11 May I received a letter from Solarplicity dated 1 May 2019 stating: We have been informed by your bank that your Direct Debit arrangement has been cancelled.


'If you have cancelled this in error please let us know by calling 0333 0044 666 or at theteamsolarplicity.com and we will reinstate it as soon as possible.'


I shall, of course, be informing them that I have not 'cancelled in error' and could they please tell me how much they owe me and when they will be paying it back.

Game_Over

Maverock wrote: »

Moved to Fischer Energy, now Foxglove Energy in April last year.
Perusing my Direct Debits last month I noticed that I still had one still set up for Solarplicity. I noted with some relief that no payments had been made from it.


Today, 11 May I received a letter from Solarplicity dated 1 May 2019 stating: We have been informed by your bank that your Direct Debit arrangement has been cancelled.


'If you have cancelled this in error please let us know by calling 0333 0044 666 or at theteamsolarplicity.com and we will reinstate it as soon as possible.'


I shall, of course, be informing them that I have not 'cancelled in error' and could they please tell me how much they owe me and when they will be paying it back.

Yes, you appear to have left the supplier over 12 months ago.

Suppliers are permitted up to 6 weeks to produce a final bill.
It sounds like you haven't had one, so the supplier doesn't know yet what they owe you ... or you owe them.

Unfortunately, as you appear to not have bothered about this, you have now probably lost your right to go to the ombudsman over this if the supplier fails to resolve any complaint you now raise.

Biscuit_Tin

Three months ago, Ofgem imposed a 3 month order on this supplier banning them from taking on new customers for 3 months, or until they got thier house in oprder if sooner.

That 3 months was due to end 22 May 2019

But on 18 April 2019, Ofgem quietly published an update proposal
Ofgem, still unhappy with Solarplicity, now will extend the ban until further notice.

See post#9 of this thread for further details and Ofgem links
https://forums.moneysavingexpert.com/discussion/5968302/solarplicity-banned-from-taking-on-new-customers-mse-news

hahnchen

I previously posted in February 2019, saying that I left in October 2018 and had not received my account credit.

Escalated the case to the ombudsman today through Resolver.

It's not a big amount, it has cost me more in time chasing it than the credit is worth.

Muhren

hahnchen wrote: »

I previously posted in February 2019, saying that I left in October 2018 and had not received my account credit.

Escalated the case to the ombudsman today through Resolver.

It's not a big amount, it has cost me more in time chasing it than the credit is worth.

If you could have written a post for me it would have been that pretty much word for word!

Kitchen_Sink

hahnchen wrote: »

I previously posted in February 2019, saying that I left in October 2018 and had not received my account credit.

Escalated the case to the ombudsman today through Resolver.

It's not a big amount, it has cost me more in time chasing it than the credit is worth.

Muhren wrote: »

If you could have written a post for me it would have been that pretty much word for word!

The supplier has up to 6 weeks to produce a final bill after they cease to supply you.

If you don't have a final bill within that time, follow the suppliers complaint procedure ... to the letter!

Don't waste your time with third party sites such as Revolver - they are just a filing/storage system for your communications, and can delay the process.

After 8 weeks of starting your complaint with the supplier, and having followed the suppliers comnplaint procedure to the letter, if you don't have a satisfactory resolution, you can ask the ombudsman service to intervene.

Ensure you don't wait too long, as you could time yourself out of the ombudsman

The time & effort it takes to raise a complaint with the supplier, follow the suppliers complaint procedure to the letter, and even raise the matter with ombudsman if/when that become necessray is problely less time & effort I spent composing this poist whic I hope you and others may find beneficial at some time.

thelight

Saying that I've had a complaint in with the Ombudsman since May 2018 about Solarplicity which still hasn't been resolved.