Solarplicity not responding to communications - and they owe me money!

Fi81

So - when I joined solarplicity they installed a new smart meter. Unfortunately, they didn't update their systems by removing the old one and have been accruing bills on two meters (despite me contacting them about it).

Roll forward to November 8th and I have left Solarplicity (for poor service, communication and hiking up my bills). They have yet to issue a final bill due to the double meter issue. My account is already £90 in credit and I estimate that there will be another £25 when they reverse the inaccurate billing.

I have called multiple times and been told "we will get this sorted". I have emailed as a complaint on the 12th December and have not received a reply.

I forwarded my complaint to their "escalation" email address per their complaints brochure and it got bounced back as an invalid address!

Does anyone have advice on how to get a response from them? I'm still a few weeks away from official deadlock...

Thanks for reading.:mad::mad::mad:

Katie_Hall

Being a new home owner I set out on the daunting task of setting up my gas and electricity. This was being supplied by British Gas from the old owners. I knew I wanted something renewable and for £56 a month thought solarplicity was a green steal. I set up and from then on the problems started.
I had engineers booked in up to 4 times that either no showed or cancelled at the last minute thus wasting days off work for nothing. Eventually when the engineer did turn up he could not fit my gas meter only electricity as this had apparently not switched. After lots of back and forth with both British Gas and solarplicity we finally got to the bottom and arranged a switch. I received a letter through on 31st December confirming that the gas was now live with solarplicity. I did however still have a large bill of £200 to pay British Gas. After speaking with solarplicity they confirmed they would refund the credit as I had been overpaying. After multiple phone calls and then claiming the gas is not actually live I had no other option than to request my contract be cancelled. Their unfortunate customer services team don’t have a clue what they are on about and just avoiding doing credit refunds. My solarplicity account is £300 in credit and I still do not have my refund. I feel like crying, I have tried to do good by going green and just had problem after problem and people fobbing me off constantly.
Oh and I also forgot to mention that when I spoke to a manager to file a complain he responded with ‘why did you choose solarplicity mam, there is a reason we are cheapest on the market you get what you pay for I am afraid’

I am utterly disgusted by this company.

wavelets

Katie_Hall wrote: »

Being a new home owner I set out on the daunting task of setting up my gas and electricity. This was being supplied by British Gas from the old owners. I knew I wanted something renewable and for £56 a month thought solarplicity was a green steal. I set up and from then on the problems started.
I had engineers booked in up to 4 times that either no showed or cancelled at the last minute thus wasting days off work for nothing. Eventually when the engineer did turn up he could not fit my gas meter only electricity as this had apparently not switched. After lots of back and forth with both British Gas and solarplicity we finally got to the bottom and arranged a switch. I received a letter through on 31st December confirming that the gas was now live with solarplicity. I did however still have a large bill of £200 to pay British Gas. After speaking with solarplicity they confirmed they would refund the credit as I had been overpaying. After multiple phone calls and then claiming the gas is not actually live I had no other option than to request my contract be cancelled. Their unfortunate customer services team don’t have a clue what they are on about and just avoiding doing credit refunds. My solarplicity account is £300 in credit and I still do not have my refund. I feel like crying, I have tried to do good by going green and just had problem after problem and people fobbing me off constantly.
Oh and I also forgot to mention that when I spoke to a manager to file a complain he responded with ‘why did you choose solarplicity mam, there is a reason we are cheapest on the market you get what you pay for I am afraid’

I am utterly disgusted by this company.

You cannot simply cancel your supply contract (unless you want to be disconnected, for which any supplier will cahrge you a small fortune)

You need to request a switch to a new supplier.
The new supplier will then be responsible for managing any switch request

Two different suppliers cannot charge you for the same energy.
Happy to be proved wrong on this point by you posting the two bills you have received to the contrary :cool:

Oh, welcome to MSE, btw...