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  • FIRST POST
    st0ne5ish
    Scottish Power cancellation fee
    • #1
    • 4th Mar 10, 8:51 PM
    Scottish Power cancellation fee 4th Mar 10 at 8:51 PM
    Hello,

    I have just switched supplier from Scottish Power and when I checked my final gas and electricity statements I noticed I have been charged a 50 cancellation fee. When I switched to Scottish Power originally I took out the Fixed Price Energy 2009 tariff which had a fee for cancellation before 31st Aug 2009.

    When I called customer service I was told that I was automatically moved to a new fixed tariff and I should have been sent an email to opt out if I wanted.

    I keep all my emails, I've got ones back from 2007 but nothing from Scottish Power with an opt out option, just the normal bill emails.

    Surely they can't just automatically sign me up to another fixed contract without my agreement. I mean if they sent this email to 5000 customers then whats the chance of them all getting it plus my original contract said I could switch to another deal after it finished.

    This must go against contract law in that I never even agreed to be put into a new fixed contract and I certainly never agreed to the new terms of having to pay a fee to leave it! I think it's disgusting that they seem to have gotten away with this and there is nothing I can do except be forced to pay the fee to leave a contract I never even entered into.

    What for example if you took out a fixed rate mortgage for two years that then reverted to a standard rate and the bank sent all it's customers an email saying they were automatically putting them into another years fixed rate and they would need to pay a fee to leave if they did not respond to the email, I am sure there would be uproar. Who is supposed to be regulating these energy company bandits....

    Stevo
Page 1
  • markharding557
    • #2
    • 4th Mar 10, 9:55 PM
    • #2
    • 4th Mar 10, 9:55 PM
    The problem is does it say they will transfer you to another tariff in the terms and conditions?
    if so then it's above board.
    you may have a case if you were not notified of moving to a new tariff.
    It's like insurance i suppose where they renew unless you specifically tell them otherwise
  • kjsmith7
    • #3
    • 4th Mar 10, 10:37 PM
    • #3
    • 4th Mar 10, 10:37 PM
    Sadly, most Fixed Price, Capped and Online tariffs have a clause in the original terms and conditions letter/e-mail that says something along the lines of "at the end of the fix/cap/deal, we'll move you onto something else" or "...we'll move you onto standard", they wouldn't move you onto standard and THEN move you to a fixed rate. Read the original T&Cs
  • scottishpower company representative
    • #4
    • 5th Mar 10, 9:44 AM
    • #4
    • 5th Mar 10, 9:44 AM
    Hi st0ne5ish

    Sorry to hear about your situation and the frustration it is causing you.

    We did have a fixed tariff which when expired was placed onto a new fixed rate with similar terms and conditions (i.e. cancellation charges applied) unless we were contacted by you to opt out of the new tariff. We notified all customer's by letter or email to confirm details of the new tariff and provided them with the option to opt out if they wished. I appreciate that if no letter or email was received by you then it is unfair to be charged cancellation fees when you were not aware of these.

    We can investigate your account details to see what information was provided to you and whether we can remove these charges for you.

    If you want me to investigate your account then please send me your account information.

    Kind Regards

    Colin @ ScottishPower
    Official Company Representative
    I am the official company representative of Scottish Power. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Sultan3
    • #5
    • 5th Mar 10, 10:40 AM
    • #5
    • 5th Mar 10, 10:40 AM
    I also was moved to a new tariff without being given the option to opt out. No email or letter ever arrived. I have contacted Scottish Power and complained. They will charge 50 for any cancellation. It certainty is unfair to the customers that Scottish Power should be doing this.
    This is reason enough to switch to another supplier.
  • scottishpower company representative
    • #6
    • 5th Mar 10, 11:16 AM
    • #6
    • 5th Mar 10, 11:16 AM
    Hi Sultan3

    Send me your details and I will investigate this for you.

    Kind Regards

    Colin @ ScottishPower
    Official Company Representative
    I am the official company representative of Scottish Power. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • st0ne5ish
    • #7
    • 5th Mar 10, 11:04 PM
    • #7
    • 5th Mar 10, 11:04 PM
    Just a quick thanks to Colin, I must say my opinion of Scottish Power has now changed.
  • Sultan3
    • #8
    • 9th Mar 10, 10:39 AM
    • #8
    • 9th Mar 10, 10:39 AM
    My opinion of Scottish Power is still the same. Seems that If I switch now I will be charged 50.
  • scottishpower company representative
    • #9
    • 17th Mar 10, 10:05 AM
    • #9
    • 17th Mar 10, 10:05 AM
    Hi Sultan3

    Sorry for the delay in confirming the position with your account.

    The tariff you were on did not have a cancellation charge. Your Discounted Energy tariff was due to expire on 30th September 2009 however we decided to offer a better deal automatically and increase your discounted rate from 3% to 4% for a period of 6 months. There was no change to the terms and conditions from 1st October 2009 and you are free to change tariff or supplier if you wish without there being any cancellation charges.

    I hope I have been of assistance.

    Please let me know if you have any further queries.

    Kind Regards

    Colin
    Official Company Representative
    I am the official company representative of Scottish Power. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • mikiex
    I had the same tariff , when I was thinking of changing I looked back through my emails and found I had one that said
    "
    We've capped your prices until September 2010
    We recently sent you an email to let you know we'd be moving you to our new Capped Price Energy 2010 Offer*. This has been taken care of and your prices are now capped until 31st August 2010."


    But I never had the original "recent" email! Asking if I wanted to opt out, I really think that Scottish Power should still be informing important things like this by post. Emails don't always get to destinations , get filtered by ISP spam etc
    .
  • elaine2k9
    Hi Im in same position,had the exact same email as you say..and i hadnt opted in either..Now today ive had a rep round from Scottish Hydro and have signed up to switch to them...not being aware that there was a cancellation fee applicable. If scottish power take the 50 fee, then it will hardly have been worth my while switching. Can the SP rep email me to look into my account too, please.
  • kjsmith7
    Make sure when switching you check with your current supplier (or read your original T&Cs) whether there will be a charge so you can factor it into your saving if applicable.
  • kissmyarts09
    I would also be grateful if the Scottish Power rep would look into my account. I also have recently changed supplier and have received a cancellation bill of 50.
    No email or letter has been received by me with any of the details mentioned.
    2013: Necklace & earrings, Thermal mug, Great British Bake off Cookbook, 160 worth of books, Hunter Wellies, Eye shadow palette, 35 Candle, Wedge Wellies, 100, Perfume, Mother's Day Flowers, Necklace, Dunlop football & pump, 2 dvd's, Hair goody bag, Books goody bag, 50 Litres of fuel, Tyne Tunnels Book, Spam hamper
  • kissmyarts09
    I have today received the message below from 'scottishpower company representative' regarding their cancellation charges. I am totally unhappy with this response. Although I have many emails stored from the company, I do not have the one he mentions. Any important information regarding a customers account should NOT be sent via email which can easily be deleted or overlooked as junk mail.
    I am very unhappy about this and I hope other MSE users will join me in making their feelings known.

    Our IT department store all tariff maturity emails that are sent to customers and they have provided me with details of the email sent to you on 14/08/09 which they also confirm
    Was read on the same day. This email confirms details of the new contract tariff and also provides the link for customers who wish to opt out of this tariff. The new capped price
    terms and conditions is also highlighted in the orange bar.

    As we have confirmation of the email that was issued to you, I will be unable to remove the cancellation charges from your account.

    If you have any further queries please do not hesitate to contact me.
    2013: Necklace & earrings, Thermal mug, Great British Bake off Cookbook, 160 worth of books, Hunter Wellies, Eye shadow palette, 35 Candle, Wedge Wellies, 100, Perfume, Mother's Day Flowers, Necklace, Dunlop football & pump, 2 dvd's, Hair goody bag, Books goody bag, 50 Litres of fuel, Tyne Tunnels Book, Spam hamper
  • therivierakid
    I too have been hit with a 30 cancellation fee. I was on the Online Energy Saver 5 tariff and I am about to switch to Ovo. I don't recall any email or letter about a change of tariff.
  • cazzapop
    Hi,

    I too have just had a similar problem with scottish power.

    Was on the online energy saver 5 tarrif which ended in june 2010, at which point i phoned them to ask if they could offer me a new or better tariff. I was told I was on the best they could offer me... I done some research and got a better deal with npower so started the switching process.

    Gas transferred across fine and I was not charged a cancellation fee by scottish power for switching. Electricity had a few problems as npower took over my neighbours supply by mistake! They have since compensated me for this with a cheque for an alright sum, but i had to start the transfer process again.

    Now that my final electric bill from scottish power has arrived I noticed I'd be charged a 30 canellation fee and I had been put onto energy saver 9 package, which was news to me. I called them straight away to query and was told that as I had only been on this package for 2 months fees would apply. I never asked to be put on this tarrif in the first place and thought by continuing with saver 5 would be exempt from charges as the time limit has passed...?

    I am expecting a call from them as they want to listen to the recording of my last conversation with them back in June to see if I agreed to changing tariff - i certainly did not, but will wait to hear what they have to say.

    If anyone has any advice or similar problem then please let me know.
    Thanks
  • wakeupalarm
    This is exactly the area of unfair contract terms that a competent regulator should be looking at. OFCOM the telecoms regulator recently forced telecom companies to be reasonable on their cancellation fees. BT cut their fees to 2.50 for any remaining months of the contract.

    What the energy companies are doing is a deliberate underhand method of forcing customers onto new contracts with no realistic option to reject this practice. Scottish Power are one of the worst in this regard. Their policy seems to consist of hoping only a few people connected on the Internet who happen to read MSE, who may once per year browse into the energy forum, who may chance upon the Scottish Power company representative, who may be bothered to email them to look into the account. Everyone is liable for this cancellation fee in their eyes unless they managed to navigate the above, and the Scottish Power company representative looks into their account and decides they will wave the charges.

    People need to make complaints to their MP's to highlight this practice, as the regulator is in the energy companies pockets and consumer focus is being abolished due to actually working FOR the customer rather than for the energy companies.
  • scottishpower company representative
    Hi wakeupalarm

    I am merely reviewing this forum to help out where I can. If a customer wants to contact ScottishPower then we do not hide contact details as they are clear on the customers statement.

    Cancellation charges are provided to customers and where customers believe that they were not provided with a copy of this then we will investigate this and provide them with the original email, letter, telephone call if required. Where we are unable to provide evidence of such information being provided then it would obviously be unfair of us to apply cancellation charges that the customer was not aware of. It is not our policy to hide information from customers at all.

    All suppliers are now adding cancellation charges to capped and discounted energy tariffs to encourage customers to stay with them for at least 12-months. We always contact customers prior to the expiry date of there current tariff and explain the options available to them going forward. If an email is identified as spam on the customers computer then this needs to be reviewed and appropriate action taken, i.e. customer remains on the new tariff being offered or does not wish to stay on this new tariff and is taken off this without the cancellation charge.

    Any questions regarding this please let me know and I will be happy to respond.

    Kind Regards

    Colin @ ScottishPower
    Last edited by scottishpower company representative; 22-12-2010 at 2:18 PM.
    Official Company Representative
    I am the official company representative of Scottish Power. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Martyn w
    I have just switched to British Gas having been with Scottish Power for seven years. Got a call from them stating they will waive the 50 cancellation fee if I stayed. WHAT FEE i said, i have never entered an agreement with any fees attached. They state they sent me opt out letters. Maybe,just maybe, they should await a response BEFORE they switch me to another tariff. They did not have my permission to unfairly tie me into a deal without my express permission.
    This is sharp practice at the very least and i doubt the legality of it if challenged.
    Shame on this enormous company (5th biggest they say) that they must resort to tactics like this to make money!!

    I WILL be raising this issue with them. Its not even the money,just leaves a bad taste. I will Not be returning to this company unless they alter this policy!!
  • Richie-from-the-Boro
    I have just switched to British Gas having been with Scottish Power for seven years. Got a call from them stating they will waive the 50 cancellation fee if I stayed. WHAT FEE i said, i have never entered an agreement with any fees attached. They state they sent me opt out letters. Maybe,just maybe, they should await a response BEFORE they switch me to another tariff. They did not have my permission to unfairly tie me into a deal without my express permission.
    This is sharp practice at the very least and i doubt the legality of it if challenged.
    Shame on this enormous company (5th biggest they say) that they must resort to tactics like this to make money!!

    I WILL be raising this issue with them. Its not even the money,just leaves a bad taste. I will Not be returning to this company unless they alter this policy!!
    Originally posted by Martyn w
    Welcome to the forum Martyn w, you have resurrected a two year old thread, you will have revived an email the same as or very similar to this :

    _______________________

    Hello Mr R Xxxxxx

    You may have noticed that the press has recently been full of news about increases in energy prices. But there's really good news for you.

    We're delighted to say that because you already made the right choice and opted for our Capped for Free March 2011 Offer, your prices aren't going up. And whatever happens to the price of energy, you'll carry on being protected until 28th February 2011 giving you peace of mind and lots to smile about. Happy days indeed.

    So you don't need to do anything. Just sit back, relax and enjoy all the things that make you feel good. And if you'd like some practical ideas on how you can use less energy, you'll find lots of helpful tips at www.xxxxxxxxxxxxxxxxx

    Thanks for being a ScottishPower customer.

    P.S. And theres more good news... at the end of your Capped For Free deal well give you 15. Well be in touch again before the end of February 2011 with your cashback (conditions

    ______________________

    The practice of no-response acceptance is legal, and standard practice across all industries - Virgin Media for a~n~other example.

    - I note you do not say you never received such an email
    - just that you did not positively agree to the new terms

    I think you, like millions of others may have been caught out by not reading the missive correctly, or by changing your email addy and forgetting the one you gave to your vendor, or not switching off the autoreceipt part of windows that tells Scottish Power you have received & opened the email.

    Sorry mate !
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