So Energy: More than 100 cold calls and they ignore complaints

ashfor

I've been a customer of So Energy for several years and I've been quite happy with them until recently: simple website, reasonable prices, clear billing.

But back in September last year, they started making unwanted telephone calls. In the last four months, they've made 104 calls to my number.  After the first 40 calls, I asked them to stop.  No response.  In September, I made a complaint.  No response.  In October, I made another complaint. No response.  The calls kept coming.

In early January, after 104 calls, I made a third complaint, threatening a referral to the Energy Ombudsman about both the calls and the failure to respond to complaints.  A week later, they started responding and they agreed to a six-month pause in the calls but were adamant that they would continue after this break.  Apparently, they think that their smart meter targets justify harassing their customers with more than a hundred unwanted calls.

I don't think the Energy Ombudsman has the power to stop them doing this.  Ofcom have the power to fine them but there's no way for an individual to register a complaint with them. 

There must be a regulator that can force them to stop doing this but all I can think of is writing to my MP and ask him to raise it with the responsible minister.

Any ideas?

matt_drummer

They are not cold calls, you are their customer and you have their meter(s) installed at your property.

I guess they want to change it/them?

Let them do it and the calls will stop.

MikeJXE

You have the power to stop them 

Block their number and switch 

GingerTim

Practically speaking, you could block their number.

But has your meter certification expired? If so it will have to be replaced.

QrizB

ashfor said:

Apparently, they think that their smart meter targets justify harassing their customers with more than a hundred unwanted calls.

Any ideas?

The meter belongs to them, not you.

You can let them in to change it, or they'll eventually get a warrant and a locksmith and come around to change it without your cooperation.

ashfor

Thanks for the comments.  I have now blocked their numbers, but they've used five different numbers so far. I really don't want a smart meter and will continue to refuse until it becomes mandatory.

But that's not really the point and I'm in the process of switching but the question, really, is whether it's reasonable and acceptable for an energy supplier to make more than a hundred unwanted calls and continue after the customer has asked them to stop.  And whether it's acceptable to ignore repeated complaints for several months.

QrizB

ashfor said:

Thanks for the comments.  I have now blocked their numbers, but they've used five different numbers so far. I really don't want a smart meter and will continue to refuse until it becomes mandatory.

It's mandatory now. That's why they're calling you.

ashfor said:

But that's not really the point and I'm in the process of switching but the question, really, is whether it's reasonable and acceptable for an energy supplier to make more than a hundred unwanted calls and continue after the customer has asked them to stop.  And whether it's acceptable to ignore repeated complaints for several months.

Would you rather they just let themselves in?

matt_drummer

The question really is, is it reasonable for a customer to prevent a company maintaining equipment that belongs to them and not their customer?

Is it reasonable for them to have had to call you 104 times in the last four months to ask for your permission to maintain their equipment and still you don't let them do it?

ashfor

I seem to be in a minority here. But I do think it unreasonable to make this number of phone calls.  If they want to contact me, they're welcome to use email or post.  As for smart meters being mandatory, can anyone provide a reference?

matt_drummer

They have only made that number of calls because you never say yes and make an appointment.

I am sure that they are more frustrated and annoyed than you, having to call 104 times so far and still no joy at getting permission to maintain stuff that they own!

Would you have made an appointment if they had emailed you or written to you?

The meter(s) don't belong to you and your contract with the supplier gives them permission to install their equipment at your property.

On what grounds are you refusing?

What even is the problem?

It's just an energy meter like you have now, just the latest version with an extra bit that sends readings automatically to the supplier.

It's nothing magic or mysterious, just a meter like you have now.

Nothing bad will happen, you'll just get electricity (and maybe gas) just as you do now.

QrizB

ashfor said:

As for smart meters being mandatory, can anyone provide a reference?

https://www.ofgem.gov.uk/get-smart-meter

Do I have to have a smart meter?

Unless there is a good reason not to, suppliers must install a smart meter if they are:

• replacing a meter
• installing a meter for the first time, such as in a new property. 

You can choose not to accept an offer to have a smart meter fitted. You can also request to have one at a later date without being charged. Choosing not to have a smart meter might mean you have a limited choice of energy tariffs. Some smart tariffs could be cheaper.

Note you can choose not to accept an "offer", but the first two bullet-pointed items aren't "offers". They're mandatory.