So Energy

[Deleted User]

Hi, is anyone else having issues with so energy not taking direct debits on time?

My DD is set for the 28th of the month, February's DD went out the 5th March, Mays went out 7th June and this months despite assurances from so energy has not yet been claimed. 

They offer no explanation apart from last month when go cardess had an issue supposedly due to a bank holiday problem with their system.

I have been a customer for a few years at this and our previous address and have never had any issues with them. 

On a positive note they have responded quickly to my emails but they honestly don't seem to be able to offer an explanation.

Any others with this issue? 

kev2009

I've only noticed the odd times i.e if the day falls on a weekend/public holiday it moves but usually it goes out same day for me.

Kev

[Deleted User]

That's always been the case on bank holidays and weekends with any direct debit.

So energy think that they have identified an issue with how the data is transfered to go cardess and are providing an update after the weekend.

They say it's not effecting all customers but at least they have acknowledged there is an issue. 

Dogbyte009

They took last month's late. According to their Twitter feed they are having some 'technical issues' at the moment.

[Deleted User]

Today's technical difficulties are due to planned works overnight, it was on their website yesterday that it would be down until today, seems it did not go to plan. 

The DD issue is a separate issue and started in February and is ongoing effecting some customers. 

vienly

Ever since I had my smart meter installed with them since mid May I haven't had a bill from them for over 2 months now, and they haven't debited me either.

orraloon

Is SO Energy still active?  Struggling to get any response from them to sort out account having moved into a new property where they are existing supplier.
There was a random estimate bill for first month, when property was empty, no adjustment to reflect actual meter readings.  Now a week after submitting meter readings on the 2 month 'anniversary' date, no account updates, no statement, no response to email.

kev2009

I got a reply last week to a email but that was a week or so, I've been on via twitter but no replies for few days....

I'm trying to switch but not getting very far so far......

I got a bill yesterday for May-Jun

I doubt they have gone under as ESB bought them and re-branded to So Energy so don't think they in danger of goign bust etc, just seems a looong wait for replies atm...

Kev

[Deleted User]

I am still waiting for an update over the issues with the  DD and have had no contact from them. The bill arrived today and is the amount what I was expecting 

No attempt to take the direct debit so will just have to wait and see what happens.

[Deleted User]

Just to update on this, I received the following email today. 

In June, a technical issue prevented us from collecting your Direct Debit at the usual time. This means we're now going to collect your payment that was due in June on 13th July.

We apologise for any inconvenience caused, and please rest assured that your Direct Debit for July will be collected on the usual day

If you have already made a one-off payment instead, we won't make an additional collection and your direct debit will be collected at the usual time this month.

Thanks,

So Energy I made an additional payment to make up for the missing DD so we will see what happens.

kev2009

Phoned So Energy today, they have both my emails but the appropriate team not actioned it yet so they are now going to pass it over with the highest alert possible for them to hopefully look at it and start the process of moving me so fingers crossed....  Unable to provide a time frame for them to get back to me to let me know its in process etc...

Kev