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Help! Scottish Hydro Electric
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scotlad1980
Posts: 56 Forumite
in Energy
I need some advice.
I have been a Scottish Hydro Electric customer for a long time now, when they put up their prices last month I panicked. I phoned them and found out I was eligible for their Energy Care Plus scheme where I get 20% back every 3 months, so I though all was good.
I am a prepayment customer and unfortunatley due to a very poor credit rating I cannot pay any other way. 2 weeks ago I got a letter from them saying they have sent me my "Final electricity bill for 02/05/08 to 27/06/08"
They said they thought they owed me £90.45 and could I phone them on the free phone number to give a meter reading.
I went to my prepayment meter, took down the readings and called them, they took the reading and said "That's all fine we will get a cheque sent out to you as your a prepayment customer"
Now, 2 weeks later I thought I would phone them just to see if the cheque was on the way, only to be told, no sorry it was a mistake, prepayment customers are never over charged and your not getting a refund!!
I don't know if I have a leg to stand on to get this sorted, I have never received anything in writing to say sorry we have made a mistake.
Any ideas anyone??
I have been a Scottish Hydro Electric customer for a long time now, when they put up their prices last month I panicked. I phoned them and found out I was eligible for their Energy Care Plus scheme where I get 20% back every 3 months, so I though all was good.
I am a prepayment customer and unfortunatley due to a very poor credit rating I cannot pay any other way. 2 weeks ago I got a letter from them saying they have sent me my "Final electricity bill for 02/05/08 to 27/06/08"
They said they thought they owed me £90.45 and could I phone them on the free phone number to give a meter reading.
I went to my prepayment meter, took down the readings and called them, they took the reading and said "That's all fine we will get a cheque sent out to you as your a prepayment customer"
Now, 2 weeks later I thought I would phone them just to see if the cheque was on the way, only to be told, no sorry it was a mistake, prepayment customers are never over charged and your not getting a refund!!
I don't know if I have a leg to stand on to get this sorted, I have never received anything in writing to say sorry we have made a mistake.
Any ideas anyone??
0
Comments
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sounds like possibly by mistake they sent you a statement with an incorrect balance at the end (possibly by including payments not in the statement period or something) and that's why they thought they owed you money ... but they obviously don't if you're on prepayment and paying the right amount.
Sounds like they made a mistake in the first place and that's it, nothing further to be done.
Companies rarely apologise in writing when they make mistakes in my experience!Indecision is the key to flexibility0 -
Hi, I am on a prepayment meter and signed up for energycare plus, the 20 % rebate is nothing to do with overpayment.
If you spend more than 10% of your income on heating they will refund 20% that you have spent on electric, that is the criteria and dont let anyone tell you any different.
I have been on it for quite some time now and have received my cheques no problem.0 -
I just phoned them up to find out when my next cheque was due, the woman checked and my last payment was in June, she then told me that I was due nothing now and I would get a letter in the new year, I then said well thats a bit odd as I am supposed to receive a payment every 3 months and this is now October, she put me on hold, came back after speaking to her supervisor and told me I would have my cheque within 7-10 days.
Dont let them fill you full of nonsense tell them how to do their job and they will when they know that you know what you are talking about0 -
I just phoned them up to find out when my next cheque was due, the woman checked and my last payment was in June, she then told me that I was due nothing now and I would get a letter in the new year, I then said well thats a bit odd as I am supposed to receive a payment every 3 months and this is now October, she put me on hold, came back after speaking to her supervisor and told me I would have my cheque within 7-10 days.
Dont let them fill you full of nonsense tell them how to do their job and they will when they know that you know what you are talking about
Thanks, did you get 20%?0 -
Yes.
Let us know if you get any joy, I dont know if thay'll backdate anything tho'0 -
I just phoned them up to find out when my next cheque was due, the woman checked and my last payment was in June, she then told me that I was due nothing now and I would get a letter in the new year, I then said well thats a bit odd as I am supposed to receive a payment every 3 months and this is now October, she put me on hold, came back after speaking to her supervisor and told me I would have my cheque within 7-10 days.
Dont let them fill you full of nonsense tell them how to do their job and they will when they know that you know what you are talking about
You won't get very far in life by TELLING people how to do their job. Do you listen to customers/clients who TELL YOU how to do your job?0 -
Yes I do Listen, just as the woman I spoke to on the phone yesterday listened, then spoke to her supervisor who told her I was right !! iIf I hadn't, I ould have heard nothing from them till next year !!
My conversation was polite but informed, that is the point I was making.
If you dont understand that then maybe some things need pointing ut to you.
If I'm wrong, I'm wrong, If I'm right, I'm right.
Simple as that.0 -
I have had some success from them re the energy care plus. Phoned yesterday and was told I would get my first quarter rebate by cheque next week. I am getting £90.85 for the 3 months from August to November. The person also said to me that if I wanted he would send me a new key with the 20% discounted as I use the units instead of waiting every 3 months, so success all round.0
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