We have a long-standing problem with a missing payment to our energy supplier ESB Energy, which is now part of So Energy.
The change of ownership was misreported and caused a breakdown of online payment systems as well as readings.
This caused us to pay our January bill of £ 524.82 by check. The money left our bank a month later, but it has never been credited to our energy account.
Numerous attempts to resolve this have been unsuccessful, as was a formal complaint in May.
So Energy acknowledged the problem and apologized for the delay, but did nothing to resolve it.
Last month I received an email from the company with the subject: “You’re not paying enough.” He said, “We realized you were left behind … we need monthly payments to prevent your account from falling too late.”
GT, Ilkley
In January, you were no longer able to access your ESB Energy online account, and you were surprised to be told that it was moving to So Energy, as you did not know about the merger.
Without access to the account, you were unable to make an online payment and, after many rounds, were advised to send a check to the BSE office in Manchester.
Unfortunately, it came when your account was migrating to So Energy. It is useless to be notified of the check in an office that no longer exists, and when it arrived at the correct place, it was not assigned to your account which is now linked to the smart meter, it is up to date, end this saga.
So Energy says, “We strive to provide the best service possible, but this time it looks like we’ve fallen short, so we apologize.”
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