The customer service team are merely in place to waste your time. I have spent 6 and a half hours on the phone to SSE today, 90% of that time in a hold queue. I have also been “randomly” cut off twice over the duration of my attempts to reach them. The lack of accountability from their “Credit Smart Department” and “Pay-as-you-go” teams is frankly so bad as to be astonishing. I have been passed from the former team to the latter on 7 occasions today, with each claiming that it is the other team I need to speak to. I had one member of the pay as you go team tell me, and I quote, “If the Credit Smart Department tell you that it’s us you need to be speaking to, they are lying”. There is a clear and obvious disconnect between the components of the organisation, and will SSE take responsibility for it? Not at all. Far from doing that, they will punish the customer for the company’s ingrained incompetence. My gas has been turned off as a result of SSE failing to follow through with assurances they gave me on the phone 4 months ago that they would transfer some of the over £2000 credit I had on my electric account to my gas account - an amount which built up due to SSE’s persistent overcharging for my electricity bill. Their very own notes reflect the discussions had at that time and despite an admission that there was an error on their part, they have made no attempt to rectify this unwarranted cut off of my gas supply; my elderly mother and chronically ill wife now are left in a house that has no heating or hot water, it is a very real health hazard. Not only this, my account was changed from a credit account to a pay as you go account without consulting me or obtaining consent from me. No one within the organisation was able to provide an adequate explanation for this, my suspicion is that this is because there is no good reason for this change at all. In summary, avoid this company at all costs. They are quick to take more money than they are owed, and to describe the painfully slow labyrinth of hold queues and negligent advisors as ‘customer service’ would be a gross misappropriation of the term.