I'm just absolutely fuming with the "customer service" 😂 I've received from SSE and perhaps just want to offload and warn!
To explain :
2 weeks ago I went to the shop to top up £25 (we are struggling financially with uprising costs) when I came home to put key into meter the money didn't register.
Worrying as my electric was low but didn't think it would be an issue to get it back and refunded....
1st phone call : completely pointless phone call, we couldn't understand each other, gave it up as a try again tomorrow thing
2nd phone call : got told they couldn't deal with my problem at this time, I would have to call back tomorrow
3rd phone call : spoke to a lady who apologized and gave me a code to take into shop to get the £25 refunded onto my key, great right? Apart from the fact the code didn't work! Shop staff looked at me like I had 2 heads
4th call : really takes the biscuit 😂 I called to say about this £25 I'd lost and refund code not working! This lady asks for my serial number from electric box. I gave it and she then proceeded to tell me that SSE does not supply my electric to my home! I was confused with this as first I've heard. I informed her I have letters with all my details from SSE and it says property of SSE on the meter box. She was adamant SSE do not supply my home and I must call MPAS to find out who does.
5th call : I call MPAS to find out who supplies the electric to my home. The lady from MPAS says she doesn't understand because after checking SSE do 100% supply my home and gives me a supply reference to prove this.
6th call : I call back SSE, a bit irritated by this point, to inform them again of the £25 top up I still haven't received plus the added confusion of being told they don't supply me when they do!! I asked for a manager straight away on this call.After some problems proving to him that SSE do indeed supply me he accepted this after I gave him the reference from MPAS. He then went on to give me a £25 refund code. I thanked him but asked if he could just call me the following morning (today) to make sure this code had worked which he said he would.
Low and behold, this code did not work but in fact put an error code onto my meter!
I waited for him to call this morning but he didn't which meant I had to call back and start from beginning.
7th call : I explained today about everything and after sending proof of receipt for the £25, the lady gave me a refund code to take to shop.
So I went to shop went home and put key in, to be credited with £20.
So £5 less than what I am owed.
This might not seem like a lot but for a struggling family where every penny counts it really does make a difference.
Also at end of the day it's my £5, not theirs. I need it more than their company does and it's wrong.
8th call : By chance I got put through to the same manager that was meant to call me this morning but didn't. He remembered me. To begin with he was trying to say the code he gave me worked and that I was now owe them money for having so many codes!! I had to explain to him that the codes did not work and I'm still just trying to get back the money I originally put in!
So I'm off to shop soon to see if this code he's gave me for that £5 will work
I'm very frustrated though as I think it's very unfair.
This is through no fault of my own and I've had to spend a lot of time on the phone not to mention that the closest shop is 8 miles away with 2 hour gap between buses. I had to take my 2 young children (both under 5) in miserable dark weather multiple times when the refund code didn't even work. I'm also heavily pregnant
SSE have not even offered to give me anything in the way of a goodwill gesture for the inconveniences this has caused me or the extra bus fares I've incurred that I shouldn't have.
Now I'm off to try still just get the last bit of what I put onto the key in the first place! (The £5 from the original £25)
Very upset and disappointed.