Scottish Power - are they really inept?

disney_cjd

I am hoping the SP rep will actually help here as CS are not.

Signed up with SP - wanted to manage everything online as got the best price that way.

Allw ent OK had confirmation emails etc.

Then i get a snotty letter saying they needed my email addy!! They had it as had emailed me! Anyway I spoke to their CS and got an email from him saying all sorted.

Went to log in as are moving house and guess what - I am not registered for online! So I send an email asking and get a reply saying they have now registered me and if I want the online discount I need to log on
excuse me but thats what I have been told I was on for the last six months so they have been over charging me.

So can you sort this out please

Mynewt

Most online tarriffs would you require the customer sing up for internet access to their accont on the supplier's website, and may also require you switch yourself to the online tarriff (although suppliers can do this).

It seems very much a case of poor communication between yourself and the custoemr service agents and Scottish Power. Which is a shame as they used to have one of the best track records with regards to customer service.

I would perosnally contact their complaints team, and request that you ar eput on the online tarriff immediately and furthermore that it, and any associated benefit is back-dated to the date you signed over with them. Take a note of the agent's name and the date and time you are speaking with them. If you do not reiceve a satisfactory response request to speak to a manager with the complaints department and also request a copy of their complaints procedure. When it arrives if your complaint hasn't been resolves satisfactorily follow the process to the letter upto and including internvetion from the Ombudsman.

In addition make sure you request and recieve a payment for the inconvenience and ditress you have been caused by their mistakes.

Ifyou have any further problems report back and we'l lse eif we can pull their repsonse apart and get you what you need.

Scottish_Power

Hi disney_cjd

Setting up an online account should be a really simple process. I'm sorry this does not appear to have been the case with you.

PM me your details and I will check the account for you and make sure that you are not losing out on any online discounts.

Kind Regards

Colin @ ScottishPower

disney_cjd

scottishpower_company_representative wrote: »

Hi disney_cjd

Setting up an online account should be a really simple process. I'm sorry this does not appear to have been the case with you.

PM me your details and I will check the account for you and make sure that you are not losing out on any online discounts.

Kind Regards

Colin @ ScottishPower

Hi colin

there is no option to PM you i am afraid. Can yo PM me please?

Thanks

Scottish_Power

Hi Disney_cjd

Thanks for your reply.

MSE are not keen on Company representatives requesting that customer's PM their details as this removes solutions from the forum and would prefer that we post publicly if we are able to provide the required information.

In order for an online account to be activated correctly, you must first be on an online tariff (this will be processed by the Customer Service team). An online file must also be created updating your email address, account numbers etc. If nether if these actions have been taken then you will be unable to gain access to your account details online.

I would advise you to email our Customer Service team at [EMAIL="customer.services@scottishpower.co.uk"]customer.services@scottishpower.co.uk[/EMAIL] and explain that you have been unable to access your online account. Make sure that you provide all the necessary information in your email, i.e. account number, address etc. They will respond to your email within 5 working days.

If you have agreed to go onto an online tariff, we will make sure that the account is updated correctly from the date you agreed to go onto your new tariff.

I hope that the information provided has been helpful. Let me know how you get on.

Kind Regards

Colin @ ScottishPower

disney_cjd

aaaaarrrrrrggggggggggggghhhhhhhhhhhhhhhhhhh

Now I can not access my account. I am so glad I am moving next week and I do not need to deal with these wilfs anymore.

brewerdave

disney_cjd - its "normal" for SP to disable your online account just before a switch - a lot of us who switched away after the end of our fixed price deal at the end of August got caught out by this - very annoying because you can't see outstanding balance/credits due but you aren't alone!

Scottish_Power

Hi disney_cjd

Your online service will be disabled if you cancel your Direct Debit as this service is only available for Direct Debit customers. Its hard to tell whether the account was correctly set up in the first place or this has been a result of you moving property. If you set up an online account at your new property this will be an ideal way to monitor your consumption and also update your own meter readings.

Let me know if you need any assistance at your new address.

Kind Regards

Colin @ ScottishPower

disney_cjd

scottishpower_company_representative wrote: »

Hi disney_cjd

Your online service will be disabled if you cancel your Direct Debit as this service is only available for Direct Debit customers. Its hard to tell whether the account was correctly set up in the first place or this has been a result of you moving property. If you set up an online account at your new property this will be an ideal way to monitor your consumption and also update your own meter readings.

Let me know if you need any assistance at your new address.

Kind Regards

Colin @ ScottishPower

Colin

No direct debit has been cancelled so why can I not access it?

After spending a while on the phone to India last time I was promised it was all sorted. Its not and its really a poor show to be honest.

I have been told my account has been fixed twice and now I have no idea if it has or has not and i move out Wednesday!

Scottish_Power

Hi disney_cjd

If you are moving out of your property on Wednesday then you will not be able to set up your online account. To make sure that your account is closed correctly, take meter readings on Wednesday and phone SP with these and ask that they close down your account. Also provide details of your new address so that your final statements can be sent to the correct address.

I am unsure why you have had problems in setting up your online account without actually being able to look into your account and see the details for myself. Normally if you are unable to log onto your account it has been the result of your email address being updated incorrectly, however if this has been checked then it may be down to the type of internet security you have on you PC.

When an online account is created for you, an email is issued to you providing you with a temporary password which you are prompted to change immediately upon accessing your account.

The online account service can only have one email address registered. If an email address is being used for another property then you will not be able to use this same email address for your property. (common problem with customers who own more than one property).

Please let me know if you have any issues at the new property.

Kind Regards

Colin @ ScottishPower

disney_cjd

scottishpower_company_representative wrote: »

Hi disney_cjd

If you are moving out of your property on Wednesday then you will not be able to set up your online account. To make sure that your account is closed correctly, take meter readings on Wednesday and phone SP with these and ask that they close down your account. Also provide details of your new address so that your final statements can be sent to the correct address.

I am unsure why you have had problems in setting up your online account without actually being able to look into your account and see the details for myself. Normally if you are unable to log onto your account it has been the result of your email address being updated incorrectly, however if this has been checked then it may be down to the type of internet security you have on you PC.

When an online account is created for you, an email is issued to you providing you with a temporary password which you are prompted to change immediately upon accessing your account.

The online account service can only have one email address registered. If an email address is being used for another property then you will not be able to use this same email address for your property. (common problem with customers who own more than one property).

Please let me know if you have any issues at the new property.

Kind Regards

Colin @ ScottishPower

Thanks Colin

I manage every utility on line and so I do not see it as a problem with me but you i am afriad.

You (SP) have now set me up THREE times with the same email address.

I am moving in with family for a while so thankfully I wont have to have SP at the new address.

Appreciate your help but your company is dire at this customer service lark. Once someone has supposed to have fixed something then it should be fixed and not have to wait three times!!

Cheers
Craig