Scottish Power - Revised Monthly Payment

titanflux

I am on Scottish Power's Online Energy with no standing charge, as it's great value for economy 7 users without gas.

I've had no problems over the last few years of being with them until the latest bill, where they want to change my long-standing 79.50 per month to 161.00 per month. We have a small 2-bedroom new-build fully insulated flat with Economy 7 for storage heating and overnight water heating.

Here's what they replied with when I complained, and my response. Their response just looks like it's a computer with an overseas name as far as I can tell. I now learn their customer service is lacking, and you can't get hold of anyone after 7pm in the evening! :

Dear Scottish Power,

Thank you for your reply. Unfortunately your calculations, which I have
already attempted to explain, are completely incorrect and do not reflect
previous actual usage in the slightest. Bear in mind that some previous
bills were based on estimates for the periods. I wonder what other
customers may be being duped into with this process, particularly for
vulnerable people who would end up paying you significantly more money to
sit in your bank account instead of earning interest in their own.

Since joining Scottish Power I have used 29,521 units in total of all
types - this is over a period of some 28 months. My usage has been fairly
constant over this period, as demonstrated by my monthly payment and levels
of credit/debit balances at each bill. I have not installed a new walk-in
freezer room or several electric fires. You are telling me you think I will
use 33,776 total units in the coming 12 months alone and therefore insist on
increasing the payment from £79.50 to £161.00 per month! This is ridiculous. Some common sense from a human being rather
than a computer would tell you that your calculation is completely flawed.

On my latest bill you clearly state that I can make a payment and contact
you to maintain my existing monthly payment. The 3rd payment of the bill
period has now put me in credit (for some reason the last bill period only allowed time for two monthly payments to reach my account) and I have already duly contacted you to ask you to maintain my current payment level. Either change the Direct Debit
back to what it was within the next 7 days, or I will cancel the direct
debit to prevent the £161 payment in March and move my supply elsewhere with
immediate effect. I will also make a complaint about this to the Energy
Ombudsman and/or Consumer Focus.

Regards

XXX

From: Scottish Power<>
Sent: Wednesday, February 03, 2010 9:37 AM
To: <>; xxxxxxxx <>
Subject: My direct debit xxxxxxxx

> Dear Mr xxxx,
>
> Thank you for your email.
>
> When calculating your new Direct Debit instalment value the following
> factors are taken into consideration: -
>
> · Current unit price
> · Service package discounts
> · Current account balance
> · Forecast energy usage over the next 12 months
>
> The breakdown of your forecasted energy over the next 12 months is as
> follows:
>
> Current Service Package: Online Discounted Energy December 2010
>
> Electricity Day 944kWh x Primary Unit price 16.292p £153.79
> Electricity Day 3817kWh x Secondary Unit price 9.299p £354.94
> Electricity Night 29015kWh x Unit price 4.353p £1263.02
> Discounts
> £10.49
> VAT
> £88.06
> Total
> £1849.32
>
> Current Debit Balance
> £74.46
>
> Total Cost
> £1923.78
>
> Dividing this total by 12 months shows your Direct Debit should be set at
> £160.31.
>
> Your direct debit has been set to £161.00 per month to reflect the above
> calculations. This amount will `begin being deducted from your bank from
> 1st March 2010.
>
> By managing your account online, you receive an annual discount of up to
> £15.75 (inc VAT) every year!
>
> Monthly direct debit is our cheapest and most convenient payment method.
> If you would like to learn more about our Direct Debit scheme Mr xxxx,
> then why not click below to find some more answers to questions you may
> have. You will find further information on how we work out your payments,
> and why the amount will sometimes change following a payment review:
>
> link
>
> Did you know that ScottishPower are the only energy supplier who pays you
> interest for having money on your account. To learn more about our Direct
> Debit Bonus Scheme, please click on the following link:
>
link > We have introduced a quote facility on our website called 'The Savings
> Challenge'. Over 400,000 customers have already taken the challenge, and
> this is a fantastic way for you to compare all of our current products, to
> see which one is the best for you.
>
> To access the Challenge, please click on the following link:
>
>Link

> We have recently made some changes to our Online Energy Service to make it
> easier for you to manage your account. We have added a "My messages"
> section, which will provide you with a reminder of anything that needs
> your attention when you are logged in to your account. If you'd like to
> find out more please visit link
>
> If you have further questions then you can use our online facility 24
> hours a day available at link via the Help link.
>
> Kind regards
>
> Shyamalee Mukherjee
> E-Contact Centre
> ScottishPower

savemoney

Hopefully a SP rep can help you on MSE like scottishpower company representative

titanflux

savemoney wrote: »

Hopefully a SP rep can help you on MSE like *link*

I hoped that someone from SP kept an eye on these forums. It's easier than emailing them for sure.

JennyR68

Looks to me like someone has made a slip of the finger regarding your night time units. That is an absolutely glaringly obvious crazy figure! I can't believe Ms Shyamalee Mukherjee can't spot that!:eek:

JennyR68

Try phone them instead of email, sometimes you actually strike lucky and get someone with a little common sense in their heads.

titanflux

I hate using the phone, and I tend to lose my rag in these sorts of situations unless they 'get' what I am on about straight away. That's why I have an 'Online Energy' account :rotfl:

I made the mistake of thinking it was easier to put down in black and white.

JennyR68

I hate phoning too but in this case I really think you could sort it out quick if you could just get someone to take a look at the figures and engage their brain. Hope you get it sorted soon.

AfterDark

Have you thought about changing companys ? £160 is OTT, I'm only 65pm for a 2 bed house. Other companys do econemy 7 as well, Check out the comparison sites to see who can give you the best deal.

titanflux

AfterDark wrote: »

Have you thought about changing companys ? £160 is OTT, I'm only 65pm for a 2 bed house. Other companys do econemy 7 as well, Check out the comparison sites to see who can give you the best deal.

Thanks. It is unfortunately currently the best deal in my area for my usage and Economy 7 without dual fuel according to the comparison sites. But if they're going to make me pay the mad £160 and build up massive credit, I'd rather pay £10 a year more and go to the next best and keep the cash.

My usual usage is around £80 per month for the last year or two - I have 3 fish tanks for many years, which will push it up considerably compared to you and we have never been particularly frugal with the heating.

JennyR68

Did you phone them?

titanflux

Scottish Power called me at 11am this morning and have also emailed me to apologise. They have done a manual calculation that estimates:

Night rate = yearly 6282
Day rate = yearly 5858

They have reverted my DD back to what it was.

They also said:

When estimated readings may have to be used to calculate a re-assessment, we do advise that is estimated. In order to calculate a more accurate direct debit we request that actual meter readings are provided. These can be provided either via a free telephone number or on the website. Alternatively we can always arrange an appointment for a meter reader to visit the property.
Also should any previous bills be based on estimated readings, once an actual reading is obtained then this overrides the system estimated readings.
When customer?s accounts are in credit then this just stays on the accounts. SottishPower do not gain any interest.
Of course we would be sorry to lose your custom, and I would like to take this opportunity to thank you for your valued custom.
Should you require any further assistance please do not hesitate to contact us.

This hasn't really reassured me, when I had already requested someone loook at it first time and they insisted it was left as is. Of course Scottish Power gain interest (or offset against debt) when accounts are in credit - customers pay money into their bank account! Anyway, at least it's sorted for me - pity for anyone else without the sense to check and question what they're being told.