SO Energy

System

This discussion was created from comments split from: SO Energy - Estimated Annual Usage.

El_Pel

So Energy engages in Scam-like behaviour.

I transferred to So Energy in September 2025 and have been on the receiving end of a string of errors and appalling customer service from the outset. Central to all of the problems is So Energy’s gross over estimation of my future gas usage. In the year to September 2025, I used 18,591kWh of gas. I am on track to use less than this in my first year with So Energy. So Energy initially projected my gas usage figure for the year ahead as 68,494kW and, as at April 2026, is still projecting a figure of 48,555kwh per year, which is still more than two and a half times my actual usage rate.

This is not a consequence-free error. So Energy has used its projections to demand grossly inflated monthly direct debits payments, initially at a rate of approaching double what I should be paying (i.e. hundreds of pounds extra per month). I have been hundreds of pounds in credit with So Energy throughout. So Energy has never provided any explanation for its projected gas usage figures and when I have pointed out my actual usage figures, So Energy customer services just dismissed these as “not relevant” and stated that it operates in line with “industry norms”. (I have had it confirmed that the actual Ofgem estimated norm for a property such as mine is 17,000kWh of gas usage per year) So Energy’s approach just feels like a scam designed to grossly inflate the amount of customer credit it is holding.

I have repeatedly complained to So Energy about matters but it couldn't be bothered to properly review my complaints and said I could take matters to the Energy Ombudsman instead, presumably thinking I wouldn't bother. Well, I did bother to take matters to the Ombudsman and in its response the Ombudsman, So Energy has apologised for its shockingly poor customer service, offered compensation, promised not to keep trying to increase my monthly payments excessively and conceded that I was entirely right about its grossly over-inflated gas usage projections.

Unbelievably though, even having conceded all points to the Energy Ombudsman, So Energy is still attempting to unjustifiably increase my monthly payments, it still hasn't sorted out the grossly inflated gas projection figure and still hasn’t provided any explanation for how it arrives at its projections. In addition, someone in So Energy has now apparently decided that the clever thing to do is to just ignore my emails on these recurrent and unresolved issues. In addition to breaching its own complaint procedures, as well as those of Ofgem, this is really stupid because I am, and always have been, open to an amicable resolution of what are self-evident errors.

WiserMiser

https://forums.moneysavingexpert.com/discussion/comment/81978698#Comment_81978698

Welcome to the forum.

Why not ask to be billed by Monthly Variable Direct Debit?

Just make sure they get readings every month, then you'll pay for the exact amount you've used. You won't accumulate credit or debt, simple as that.

El_Pel

Thanks for your interest in this. So Energy do not offer monthly variable direct debits. They only alternatives they offer to normal direct debits are "seasonal direct debits", where a higher payment applies in the winter months, and card-based prepayments. I have explored the options; payments would still be based on So Energy's over-inflated projections of my gas usage. I have also explored moving away from So Energy, despite being on a fixed deal with exit fees, and interestingly the quotes from other providers all initially* use So Energy's gross over-estimate of my gas usage, meaning that So Energy has populated energy industry databases with its made-up nonsense figures. (*Some, but not all, sites allow quotes to be subsequently edited with actual usage figures.)

QrizB

I'm wondering whether, somewhere in the system, there's a stray "imperial to metric" conversion going on. That would be a factor of 2.83, which mostly fits the OP's situation.

@El_Pel do you have a smart gas meter or a traditional one? When was the meter last changed?

squirrelpie

What did you ask the Energy Ombudsman for as a remedy? If you asked for things that SO Energy has not done, then go back to the Ombudsman and ask for them to enforce the remedy.

El_Pel

https://forums.moneysavingexpert.com/discussion/comment/81978886#Comment_81978886

Thanks for your thoughts on this. I have a gas smart meter, installed around two years ago. So Energy and my previous supplier have had no problems with obtaining regular readings. So Energy was given my actual usage and apparently obtained my previous suppliers' projection when I transferred, which was in the right ball park. So Energy has admitted its figure is wrong and should be in line with the figures provided when I transferred but has provided no explanation as to where it got its projected figures from, despite repeated requests for an explanation. It seems to be incapable of fixing this core problem - the excessive direct debit increases all flow from this failure.

WiserMiser

SO Energy do offer MVDD — that's what I'm on !

Call them and insist on speaking to someone in their billing team.

Many organisations don't promote all that they offer, e.g. my council says that they don't accept Amex for council tax. However, they issue a plastic payment card, and this can be used at Paypoint locations, many of which do accept Amex.

El_Pel

https://forums.moneysavingexpert.com/discussion/comment/81978894#Comment_81978894

I asked for the over-inflated gas usage projection and my monthly payments to be fixed, and for £100 to cover the exit fees - So Energy actually offered more - should I feel compelled to leave this awful company before my fixed deal expires. Nothing is really in contention on that front; its just that So Energy just keeps repeating its errors and is now not communicating with me. I am in correspondence with the Ombudsman as to whether my complaint should be re-opened or whether a fresh complaint should be lodged.

El_Pel

https://forums.moneysavingexpert.com/discussion/comment/81978928#Comment_81978928

Thanks again. So Energy customer services didn't offer the option of a MVDD on my account and instead offered card-based pre-payments (with the 'recommended' card payments based on So Energy's usage projections). Perhaps MVDDs are only available to customers who joined before a certain date and the pre-payment option is what is offered to newer customers? I will take your advice and try again. It's a pity So Energy doesn't have direct line numbers/email addresses for particular departments and only publish one customer services number/email address as customer services really struggles to comprehend anything beyond their standard scripted responses.

born_again

Have you tried, Which shows that can also call them on 

0330 111 5050