SSE rapped by Energy Ombudsman after 'hounding' Glasgow man

Robert Adam received a string of what he describes as threatening correspondence from SSE demanding £557 which they claimed he owed after selling his flat in Glasgow’s Stockwell Street.

Despite leaving the pre-payment meter in the property in credit, the firm told Robert his case would be referred to a debt collection agency if he didn’t cough up the cash.

The 36-year-old says he explained to a host of departments that he didn’t owe the energy firm a penny, but told the Glasgow Times that the demands for money became more and more aggressive and intimidating.

He explained: “They just wouldn’t listen to me, and I was passed from pillar to post. Then the threats started that debt collectors would be brought in. I had made sure that the meter was settled before I sold the property, but there was no telling SSE that.

“I tried everything but was frustrated at every turn, so I decided to take a stand and go to the regulators that control these firms and report them.”

Robert Adam battled SSE (Image: Gordon Terris)

After his own failed attempts to settle the dispute, Robert took his case to the Energy Ombudsman - and won. SSE, which has been taken over by OVO, were ordered to pay him compensation last month - and issue an apology over the way they handled matters.

Robert, from Broomhill, said: “It has caused me lot of aggravation and worry, but I was determined that I wouldn’t not pay a debt that I did not owe.

“I’m shocked and appalled at the way this company have behaved. It was completely unnecessary because I never owed the money in the first place. I tried for months to have this resolved but my calls and emails were pretty much ignored and it just kept rumbling on and on.

“I even went as far as lodging an official complaint with SSE and was eventually contacted by one of the firm’s call handlers, who still insisted that I did owe them the money, despite my attempts to explain that the error was clearly at their end.

“After getting nowhere, I decided to go to the Energy Ombudsman who ruled in my favour and ordered the company to cancel the debt, send me a letter of apology and pay me £150 in compensation.”

Robert told the Glasgow Times that the issues started last November when he sold his flat in the city centre, which had a pay-as-you-go electricity meter.

Robert Adam won his fight with SSE (Image: Gordon Terris)

He left the property with the device in credit and says it was a ‘nasty surprise’ when he was told there was an outstanding balance due to an accumulated standing charge that hadn't been previously communicated by the firm.

He said: “I knew they were in the wrong, but I was obviously worried that the way they were pursuing me could potentially affect my credit rating.

“It’s a disgrace that huge firms like this which rake in millions every year hound people without listening. Thank goodness that the ombudsman saw common sense, otherwise I’d still be getting chased for money I never owed in the first place.”

READ MORE: ScottishPower slammed by customers.

Robert says he believes the energy giant should carry out an urgent review of its customer service procedures.

He added: “The worst part was the company’s refusal to listen to what I was saying. I was left me with no choice but to lodge a formal complaint. I’d say to anyone in a similar position to find out their rights and don’t back down. People need to hold these firms accountable.

“In my case the tone of their correspondence became more and more threatening, and if this was an elderly or vulnerable person, they would have been quite intimidated by it. No one should be chased like this, the entire way my case was handled was completely unprofessional and lessons should be learned from it."

Robert says he decided to share his story in a bid to encourage others not to be bullied by the energy giant and other powerful firms.

He added: “The entire purpose of pay-as-you-go meters is to prevent people from getting into debt and to give up-to-date information about balances and the like. Firms like this think their size entitles them to throw their weight around, but that's not on. People need to realise that there is an avenue they can take them down to protect themselves.

Robert Adam (Image: Gordon Terris)

“Sending threatening letters saying debt collectors may come to your door at a time when people are struggling to make ends meet is unacceptable."

A spokesperson for the Energy Ombudsman said: “We’re pleased that our alternative dispute resolution process worked for Mr Adam and resulted in the resolution of his complaint. If consumers are unable to reach a satisfactory solution with their supplier, and disputes are open for longer than eight weeks, then they should contact us.”

OVO acquired SSE's customer base in January 2020 and kept the brand name for three years while moving customers across.

The Glasgow Times understands that OVO completed the action instructed by the Energy Ombudsman in Robert’s case last month. As the balance had been cleared, this brought an end to all collection activity associated with it.

An OVO spokesperson added: “We've very sorry to Mr Adam for the experience. We received the Ombudsman’s final decision and actioned the waiving of the bill, apologised to Mr Adam and provided a sum of money as a gesture of goodwill within two weeks of the Ombudsman’s decision.”