Solarplicity Final Bill

manub

After a few months of being overcharged and poor customers service, I switched from Solarplicity to e.ON and - after another couple of months of fighting to get my final bill - I managed to get a final bill on 12 Dec, which was due on 28 Dec. My account was more than £100 in credit and as of today I haven't received my refund yet. Called the customers service which logged it with "finance for approval"?

Any experience on getting the final bill refunded with them and any suggestions on how to get my money back in the quickest way possible? I've been totally unimpressed with their customer service so far.

Worth noting that I switched current account in the meanwhile, but as they send the refund to the sort code / account number that should be covered by the Switch Guarantee and redirected to my new account (I've contacted my new bank and they confirmed that - unless I had a card payment which I didn't)

greyteam1959

I moved my gas & electric from Solarplicity on August 5th 2018.
Took me 2 months to get my final bill & I finally got my £18.27 credit back on December 22nd 2018 !!
Many phones calls & emails copy final letter to them by email below.
Use it as a template if you want, obviously putting in your own detail.

Dear Sir / Madam,

With reference to the attached document dated October 4th 2018 posted
to you on October 4th 2018.
The letter was sent by Royal Mail Signed For 1st Class & received by you
on October 5th 2018 signed as received by 'LW'.

I received no response to this letter of complaint.

I telephoned you on October 25th 2018 & spoke to 'Andre'.
He promised to look into the matter & contact me within 5 working days.
Solarplicity did not contact me.

I telephoned Solarplicity on November 19th & was told verbally that the
refund of the credit balance of £18.27 would be made in a 'couple of days'.

Solarplicity did not contact me or refund the credit balance.

I telephone Solarplicity on December 12th 2018 & spoke to 'Lucien' he
told me that he would respond to me by email within 72 hours.
Solarplicity did not contact me.

This situation is now no longer acceptable.

If you do not refund my credit balance of £18.27 within the next 7 working
days I intend to escalate this complaint to the Energy Ombudsman Service.

Yours faithfully
XXX XXXXXX

Used the email address.. customer.relations@solarplicity.com
I think it was the mention of the Energy Ombudsman Service that jolted them into action to be honest !!
Solarplicity totally appalling company.

manub

Thanks! I mentioned the OFGEM over my phone call but I guess I'll have to wait and see. If I don't get anything over next week I'll write them a letter based on your template the week after.

manub

And the funny thing is that the operator asked for a review on Trustpilot at the end of the call... unbelievable.

Biscuit_Tin

manub wrote: »

After a few months of being overcharged and poor customers service, I switched from Solarplicity to e.ON and - after another couple of months of fighting to get my final bill - I managed to get a final bill on 12 Dec, which was due on 28 Dec. My account was more than £100 in credit and as of today I haven't received my refund yet. Called the customers service which logged it with "finance for approval"?

Any experience on getting the final bill refunded with them and any suggestions on how to get my money back in the quickest way possible? I've been totally unimpressed with their customer service so far.

Worth noting that I switched current account in the meanwhile, but as they send the refund to the sort code / account number that should be covered by the Switch Guarantee and redirected to my new account (I've contacted my new bank and they confirmed that - unless I had a card payment which I didn't)

I would urge you to start off by following the supplier's complaint procedure.

The supplier then has up to 8 weeks to resolve any complaint raised

greyteam1959

Which I did...........