Can't Access Scothish Power to change to capped rate

Andrew_C_3

anybody received an email or anything??? I've received nothing

deehell

deehell wrote: »

As an existing customer, I also had problems logging in but if you are patient, it works. However, I made the mistake of entering my new meter readings before trying to change my package to the capped 2009 online dual fuel one. I got this error message:

Sorry, we are unable to change your service package right now as we are processing a change to your payment details.

You may have requested this on our website or by telephone. Alternatively, we may be reassessing your monthly payment amount if you pay by Direct Debit. If so, you will receive notification of this by letter.

This may take up to two weeks, after which time you will be able to change your service package.

Alternatively, please click here to contact us by email.

I duly clicked on the contact us bit, and got a form where I have asked them to honour the request to change as follows:

I am seeking to change my current dual fuel package to a 2009 online dual capped energy package but I got a message saying you could not do this because you were processing an invoice change. All I had done was enter my up to date meter readings before seeking to change my package. [Electricity: xxxx, gas: xxxx]. The message said I had to wait two weeks. I trust you will honour this as a request to change this to this package when you have finished processing my meter readings. Please confirm.

I do think their online systems are pretty efficient - I got an immediate emailed copy of my complaint and a reference number straight back, and a promise to deal with it in 2 working days. I've previously found they do observe that so if you cannot get through, and you are an existing customer, do try emailing a complaint to them when you eventually get in....

I'll let you all know how I get on.

So I was pleased to get this from SP this afternoon:


2008/7/31 <ContactUs@scottishpower.co.uk>

Dear Mr ....

Thank you for your email.

I have tried to contact you today to discuss your complaint.

I apologise that you experienced problems when trying to change your service Online. This was due to us reviewing your payment. We were decreasing your payment. However at the moment you have a small balance owing and also the rates are slightly higher on the Fixed Rate Tariff.

I have therefore cancelled the re-assessment and maintained the payment at £XX.XX

I have also altered your Tariff to the Online Fixed Price 2009 package.

Should you have any further queries regarding this, please do not hesitate to contact me on <tel #> or by emailing '[EMAIL="contactus&#64;scottishpower.com"]contactus@scottishpower.com[/EMAIL]'.

Kind regards,

<named person!>
Customer Care Team
e-Contact Centre
ScottishPower
www.scottishpower.co.uk

I'd be the first to say utilities frequently get it wrong (hello BT!) but this is pretty good customer service in my book and SP deserve credit for doing the right thing and doing it promptly.

Tafkat

I switched via the website at 4am this morning and it took literally 2 minutes to complete - though I haven't had a confirmation e-mail yet either.

Have to just say I don't think anyone can complain too much about the long delays during the day, as the sheer volume of calls/hits they must be getting is unprecedented and they're not going to take on 100's of extra staff just for 1 week of mad panic.