Solarplicity: Add your feedback

Muhren

Kitchen_Sink wrote: »

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.

Have you dealt with Solarplicity? It is like banging your head against a brick wall, I wouldn't trust them to raise a complaint let alone have a complaints procedure in place.

My experience through Resolver has been fine, they emailed me to let me know when I could escalate the complaint to the next level. It is now with the Ombudsman with about the same amount of effort as it has taken me to write this post using Resolver.

keletkezes

Had smart meters installed in February, but apparently the 'system isn't working yet' according to an email I received from them. They also still have my old gas meter on file. I looked at my transactions record and there are lots of weird credits on my electricity account, and then one massive >£400 'non-statemented invoices' this month. I haven't received my monthly statement since April although one has been produced for May, but it has a number and no link or similar. I have emailed them about this but no reply yet: it was only Friday I sent it!

I will be leaving as soon as the 49 days comes around in a couple of weeks (just joined the Cheap Energy Club), that will give me time to get it sorted before I get busier in October I hope. I have a copy of their complaints procedure ready just in case.

Superscrooge

If you are a Solarplicity customer. Have you received an email stating Solarplicity customers are being transferred to TOTO Energy? I've not seen anything in the press, or on the MSE website. But the email appears genuine?

[Deleted User]

It is on both of their websites

https://solarplicity.com/partnership-agreement

Most retails customers are being transferred to Toto.

Superscrooge

TOTO customer service will hopefully be better than Solarplicity's poor customer service!

hahnchen

Transferring their customers onto Toto is a better outcome than administration (which is what I thought would happen).


The ombudsman recently decided my case. Solarplicity are to refund my account credit (held since October 2018), and to make a goodwill payment of £60. Hope their Toto deal doesn't delay this further.

N4t4lie

Anyone else left Solarplicity and now finds themselves begin transferred to TOTO Energy?

Any advice?!

I have contacted TOTO who failed to read my email and are saying I will be transferred to them on Friday. Solarplicity have not replied. My Current supplier has said they have blocked the request, so let's hope that works, but I find myself in a limbo where the Solarplicity account has obviously not been closed, all my data has been transferred to a company that should not have it and I am left sorting the mess out.

You could not make this stuff up...

Gosport_Hants

N4t4lie wrote: »

Anyone else left Solarplicity and now finds themselves begin transferred to TOTO Energy?

Any advice?!

I have contacted TOTO who failed to read my email and are saying I will be transferred to them on Friday. Solarplicity have not replied. My Current supplier has said they have blocked the request, so let's hope that works, but I find myself in a limbo where the Solarplicity account has obviously not been closed, all my data has been transferred to a company that should not have it and I am left sorting the mess out.

You could not make this stuff up...

I have had over two years of pain from this company but always give credit where due, so posted a complimentary post ref two of the only decent customer service agents who I was lucky enough to deal with.
I rapidly got a response thanking me for my comments. No mention of it being the first time I have ever had a reposes from them two years of pain, failure by them to comply even with the Ombudsman findings against them and over two years without 25 LED light bulbs that thy promised me as an incentive to join. I have recommended to the Ombudsman that they investigate this company at OFGEM level for any past discrepancies. Now I believe that they may have breached Data Protection by passing on your details as you are no longer a customer and thankfully, neither am I...and that was not easy to escape either! They made up spurious stories as to why I could not switch away from them and continued to bill me. Presumably this would make their account portfolio look better if they were quietly putting themselves up for sale.
I would suggest a complaint to the Information Commissioners Office but as they dealt with such disregard to the findings of the Ombudsman, I don't think this would frighten them!

hahnchen

At the time of administration, solarplicity owed £3.5M to customers.


I had complained to the ombudsman and the decision was for Solarplicity to refund me my credit (which they've held for almost a year now), and a £60 goodwill payment.


As Solarplicity has gone into administration, there is nothing more the ombudsman can do and the complaint has been closed. EDF have taken on responsibility as the supplier of last resort, so I will have to wait for them to contact me.

FreeBear

Superscrooge wrote: »

TOTO customer service will hopefully be better than Solarplicity's poor customer service!

Nope. Absolute shower and useless beyond incompetence. I dread to see what their billing system come up with if/when they finally issue an invoice. I suspect when they do, it will be completely inaccurate.