SSE incompetent over and over

bilbobaggins

I've just recently registered a complaint with the Energy Ombudsman, which was accepted. Ten months ago ( Nov 20 ) I signed for an MSE Energy Saving Club 'deal' with SSE for dual-fuel, and agreed an identical DD sum for each of gas and electricity. They agreed the bank info and sums by acceptance letter. By January, they were debiting for electricity OK, but nothing for gas. I raised a Complaint formally. They ignored it, contrary to The Regulations ( https://www.legislation.gov.uk/uksi/2008/1898/contents/made ).

The electricity account worked just fine, and by late September It was £141 in credit. The gas account had nothing whatsoever posted online, and nothing whatsoever debited. They seemed to have failed to set up that agreed instruction. I chased and chased and chased them - with further Formal Complaint emails and being bounced from one to another. Different CS people kept seeking to start a new Complaint, so starting the '8-week' clock running again. I refused. I ended up speaking to someone in the Philippines, who had no info and no authority to resolve.... which only needed a calculation of what was owed for gas, and I'd pay it immediately. They couldn't manage even that.

Finally, after 10 months of an ignored Formal Complaint contrary to The Regulations, I filed a complaint with the Energy Ombudsman. The following day, SSE had calculated and posted a bill for gas. Within hours I overpaid it. So am now in credit on both accounts.

I await the next wrangle with interest.