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  • FIRST POST
    • Former MSE Samantha
    • By Former MSE Samantha 28th Jan 13, 4:26 PM
    • 23Posts
    • 6Thanks
    Former MSE Samantha
    Add your feedback on energy supplier Scottish Power
    • #1
    • 28th Jan 13, 4:26 PM
    Add your feedback on energy supplier Scottish Power 28th Jan 13 at 4:26 PM
    This is a feedback thread on energy supplier

    Scottish Power

    Please share your experience with other MoneySavers. Click reply to take part
    • Did you switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the



    Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, watch our New to Forum? Intro Guide.
    Last edited by MSE Andrea; 23-10-2014 at 10:26 AM.
Page 27
    • hybernia
    • By hybernia 14th Oct 16, 10:23 AM
    • 146 Posts
    • 142 Thanks
    hybernia
    Scottish Power - it's a NO from me.

    Have been in credit every month since joining but they still doubled my direct debit last month. Customer service was rude, and full of bull. Offered me two estimated consumption figures " we use two systems".
    Originally posted by Bob Bridges
    You were misinformed. Spanish Power doesn't use two systems but half a dozen:

    1) Systematic billing of customers for energy they never used;

    2) Systematic denial that any such mis-billing ever occurred;

    3) Systematic lying to the customer about the issue + systematic lying about how it deals / how it has dealt with the customer's complaint;

    4) Systematic harassment for payment of miscalculated bills up to and including appointing debt collectors to demand money to which no legal entitlement actually exists;

    5) Systematic acknowledgement via the Ombudsman Energy Service that the bill was indeed wrong coupled with the calling off of its debt collecting hounds and the provision of a miserly "goodwill" payment to the customer so as to keep the Ombudsman sweet;

    6) Systematic exploitation of its charitable donations to cancer research via self-celebrating national Press advertising intended to rehabilitate its public image that -- fortunately -- serve only to make that image all the more deserving of contempt.

    Quite why the individual you spoke to didn't mention those systems is a mystery.
    • Susan1942
    • By Susan1942 14th Oct 16, 12:16 PM
    • 942 Posts
    • 152 Thanks
    Susan1942
    Reading this forum has answered the question I was about to ask I am with Eon currently on the MSECollective 2015 September so about to change
    On price comparison Scottish Power comes out as the cheapest For me it is not just about price but service From what I have read I will avoid them like the plague
    The next best price is with SSE with whom I have been with previously under Atlantic and M&S energy I would rather pay a little more and have less hassle Sue
    • roj
    • By roj 17th Oct 16, 7:28 PM
    • 5 Posts
    • 0 Thanks
    roj
    Cheap Energy Club Switch failed
    Mr EON energy deal recently came to an end so I applied to switch to Scottish Power through the MSE cheap energy club. A few days later I received a welcome pack from Scottish Power on which my address was printed incorrectly. I rang them to correct this and they accidentally cancelled my account. I then had to be transferred to the sales line where I spent about half an hour on the phone whilst they manually set up the account again. About a week later I had an email requesting my meter readings so I logged into the website and tried to do this. The website allowed me to submit my electricity meter reading but not the gas so I rang them again to do this over the phone. A few days later I logged into the website where I saw that my monthly direct debit had been set as £14. This was wrong as it should have been around £35. I rang to query this and was told that my application to Scottish Power had been rejected by their system and I was still being supplied by EON. They could give no reason for this other than a system error. As a result I asked them to cancel my switch.

    The only good thing I would say about Scottish Power is that they were easy to get through to on the phone and all the staff I spoke to were friendly and helpful. I suspect they are experiencing Major IT problems though.

    I would like to try to switch to another supplier through the Cheap Energy club but I can't as the website says i currently have a switch in process
    • Susan1942
    • By Susan1942 19th Oct 16, 11:32 AM
    • 942 Posts
    • 152 Thanks
    Susan1942
    Thank you for your post. This confirms my thoughts about Scottish Power. I am going to switch to SSE as it is a bit more expensive than Scottish Power but I am hoping it will be less problematic. Sue
    • Stargirl29
    • By Stargirl29 1st Nov 16, 8:20 PM
    • 1,745 Posts
    • 9,920 Thanks
    Stargirl29
    I've just found this thread when looking to see if anyone else is having issues with SP. Apparently, it's not just me!

    I moved house in November last year - and had no idea who was our supplier, no one seemed to be able to tell me. In the chaos of the move and no letters coming through, I lost track so obviously built up a debt. They eventually sent a *final warning* letter through saying that I needed to phone to be set up or it would be cut off. A bit odd considering it was the first communication from them, but I rang and set it up and explained and it was all polite and courteous.

    Fast forward a bit and our DD suddenly increases without, apparently, any warning. I logged on to my account (which was obviously freshly set up previously) and I found out that there had been letters sent out detailing changes etc - but to an address about 200 miles away!! It's not an address I've ever been in, or associated with so I have no idea why it was there and why they were getting my correspondence. This issue was dealt with quickly, but it's very disconcerting thinking that someone else was getting the bills sent to them!

    I then get an email one day saying that as I haven't been inputting my meter readings, they have estimated what I use - and changed the DD accordingly. I put them in myself every month without fail, sometimes even more than once a month just to make sure so I was baffled what happened. Apparently it was ANOTHER of their mistakes and it would be rectified. It was, but it was another tally mark of the countless issues I've had.

    Finally, I had a DD of £150 which was a struggle and too much, I feel but I wanted to pay off the debt we were building up so was keeping it the same. I get an email on the 24th Oct stating that after calculations, the DD 'would be remaining the same' - except they were upping it for no reason to £241 a month, we weren't using any more gas or electricity than usual, and hadn't had the heating on at all up to that point so I didn't see why they increased it so much. The front of the letter said it wouldn't be taken until 1st December, and when I tried to change it - I couldn't as it was pending. They've taken it today, which will leave us short for the rest of the month. I managed to get online and try to change it but, and this is where it gets borderline illegal, I'm sure, I found out that if I kept paying the amount they put me on, by the annual review next November, I would be £1.2k in CREDIT to them - and the lowest they'd let me go to was £193, which left me £600+ in CREDIT. I tweeted my frustrations, including the graph which showed how massively I would be over-paying them and they replied saying they'll need meter readings to keep on top of it and there's nothing they can do. I managed to get round it by logging back in and changing the DD down to £150 a month by paying £9 as a one off. This would leave me slightly in credit, which seems perfectly acceptable.

    I just don't understand how they can get away with charging us that much per month, leaving us that much in credit! I'll be putting in a complaint and hoping they get it sorted - it'll be a struggle this month but hopefully my changing the DD for next month will help, I'll just be looking every week!

    As soon as our account is back in credit I'll be switching!
    • luckycat99
    • By luckycat99 2nd Nov 16, 9:35 AM
    • 314 Posts
    • 923 Thanks
    luckycat99
    We have been with them since moving to our new property and have had nothing but problems with them on a diabolical scale. We haven't had one competent or successful interaction with them and had to report them to the Ombudsman with our catalogue of errors. Our complaint was upheld.

    Avoid!!
    14 projects in 2014: 3/14
  • scottishpower company representative
    I've just found this thread when looking to see if anyone else is having issues with SP. Apparently, it's not just me!

    I moved house in November last year - and had no idea who was our supplier, no one seemed to be able to tell me. In the chaos of the move and no letters coming through, I lost track so obviously built up a debt. They eventually sent a *final warning* letter through saying that I needed to phone to be set up or it would be cut off. A bit odd considering it was the first communication from them, but I rang and set it up and explained and it was all polite and courteous.

    Fast forward a bit and our DD suddenly increases without, apparently, any warning. I logged on to my account (which was obviously freshly set up previously) and I found out that there had been letters sent out detailing changes etc - but to an address about 200 miles away!! It's not an address I've ever been in, or associated with so I have no idea why it was there and why they were getting my correspondence. This issue was dealt with quickly, but it's very disconcerting thinking that someone else was getting the bills sent to them!

    I then get an email one day saying that as I haven't been inputting my meter readings, they have estimated what I use - and changed the DD accordingly. I put them in myself every month without fail, sometimes even more than once a month just to make sure so I was baffled what happened. Apparently it was ANOTHER of their mistakes and it would be rectified. It was, but it was another tally mark of the countless issues I've had.

    Finally, I had a DD of £150 which was a struggle and too much, I feel but I wanted to pay off the debt we were building up so was keeping it the same. I get an email on the 24th Oct stating that after calculations, the DD 'would be remaining the same' - except they were upping it for no reason to £241 a month, we weren't using any more gas or electricity than usual, and hadn't had the heating on at all up to that point so I didn't see why they increased it so much. The front of the letter said it wouldn't be taken until 1st December, and when I tried to change it - I couldn't as it was pending. They've taken it today, which will leave us short for the rest of the month. I managed to get online and try to change it but, and this is where it gets borderline illegal, I'm sure, I found out that if I kept paying the amount they put me on, by the annual review next November, I would be £1.2k in CREDIT to them - and the lowest they'd let me go to was £193, which left me £600+ in CREDIT. I tweeted my frustrations, including the graph which showed how massively I would be over-paying them and they replied saying they'll need meter readings to keep on top of it and there's nothing they can do. I managed to get round it by logging back in and changing the DD down to £150 a month by paying £9 as a one off. This would leave me slightly in credit, which seems perfectly acceptable.

    I just don't understand how they can get away with charging us that much per month, leaving us that much in credit! I'll be putting in a complaint and hoping they get it sorted - it'll be a struggle this month but hopefully my changing the DD for next month will help, I'll just be looking every week!

    As soon as our account is back in credit I'll be switching!
    Originally posted by Stargirl29



    Hi,

    Please accept my apologies for issues you have had.

    This is not the standard of service we wish our customers to experience and I am really sorry that you were affected by this.

    If you can possibly please PM me your account number, I will get this looked into for you.

    Kind regards
    Faye
    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"
    • victor2
    • By victor2 2nd Nov 16, 1:28 PM
    • 4,506 Posts
    • 2,985 Thanks
    victor2
    Hi,

    Please accept my apologies for issues you have had.

    This is not the standard of service we wish our customers to experience and I am really sorry that you were affected by this.

    If you can possibly please PM me your account number, I will get this looked into for you.

    Kind regards
    Faye
    Originally posted by scottishpower company representative
    Exactly how do you suggest she PM's you, when that function is disabled on your account?
    • Stargirl29
    • By Stargirl29 2nd Nov 16, 3:33 PM
    • 1,745 Posts
    • 9,920 Thanks
    Stargirl29
    Exactly how do you suggest she PM's you, when that function is disabled on your account?
    Originally posted by victor2
    Ha, that's interesting - good point! I'm not going to bother though - I've already emailed my complaint and will be going further if necessary.
    • roy62
    • By roy62 2nd Nov 16, 4:31 PM
    • 308 Posts
    • 314 Thanks
    roy62
    In 5 years have never had any problems I put in meter readings every month and receive an updated bill.
    • Froglet
    • By Froglet 2nd Nov 16, 5:27 PM
    • 2,475 Posts
    • 2,986 Thanks
    Froglet
    Nor have I Roy.I think some people are genuinely unlucky,because I find the account online very easy to use,and have been with them for over 10 years.

    Having said that there is no excuse for bad service.
    • prosaver
    • By prosaver 2nd Nov 16, 5:40 PM
    • 5,025 Posts
    • 3,822 Thanks
    prosaver
    Im with Scottish Power online account. .everything fine and just had ny tariff reduce to 55 a month from 75.. on a fixed rate too.
    Happy days
    Referendum,Lisbon Treaty. shamelessly broken by labour and we never had the chance to vote on probably the most important change in Britain’s sovereignty in hundreds of years. Then Brown slunk off to sign the Treaty alone, away from the cameras and other European leaders, as if embarrassed by this betrayal of the people he’s paid to represent.
  • scottishpower company representative
    Exactly how do you suggest she PM's you, when that function is disabled on your account?
    Originally posted by victor2

    Hi Stargirl29,


    I'm sorry that you are unable to PM us via MSE. If you can possibly email your account number to social@scottishpower.com I will look into this issue for you.


    Kind regards
    Faye
    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"
    • stevegrass777
    • By stevegrass777 3rd Nov 16, 10:22 AM
    • 53 Posts
    • 21 Thanks
    stevegrass777
    Nor have I Roy.I think some people are genuinely unlucky,because I find the account online very easy to use,and have been with them for over 10 years.

    Having said that there is no excuse for bad service.
    Originally posted by Froglet
    Yes it's hard to fathom,npower were terrible with me an my farther as we're Scottish power,I did find out that the both use same IT.
    But I used to talk to some neighbors who had no problem with npower,but they were all old contracts paying way more than me.
    I think some tariffs work ok with the sap software and some are useless and it all goes wrong.
    I had a £8700 bill for 4 months g&e SP tried to collect £1560 per month by DD.
    And then they corrected this upon complaint but then had 2 different bills for the same period and meter readings and both were different,I asked which one was correct and they couldn't tell me.
    I left SP as soon as possible as having left npower for the same billing problems and finding out they had the same system I wasn't prepared to wait for it to get working properly,and from current reviews it seems it still doesn't work and neither does npower.
    A SP rep even had a heated argument when trying to keep me as a customer,I told him there software wasn't fit for purpose and it isn't ! He told me how much they have spent yada yada,my heart bleeds!
    I don't care all I want is a correct bill and correct DD if they can't supply that then I'm Gone.
    Lots of these smaller firms can do correct bills and I will never go back to SP or NPower.I will generate my own first!
    • Tommy83
    • By Tommy83 10th Nov 16, 3:41 PM
    • 25 Posts
    • 1 Thanks
    Tommy83
    Had nothing but problems since becoming a customer back in November 2014.
    They have failed to bill me properly and take payments as they should have resulting in a large bill earlier this year.
    They have since failed to rectify or explain the problem and why it was allowed to happen, given me false information countless times, failed to resolve my complaint after being given 15 weeks to do so, stopped taking direct debits without explanation, and now are refusing to discuss the issue any further. All they keep offering is a payment plan, yet without giving me the accurate breakdown of usage against payments made during this whole time that i keep asking for i cannot trust that the amount they say i owe is accurate. They are also trying to back bill me past the 12 month window that Ofgem stipulate they can seeing as this whole mess is their doing.
    All i want to do is get an accurate bill over the period that they are allowed to bill me for so i can pay it and move to another supplier.
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