Scottish Power - refund dilemma? HELP!

Lovely_Softears

Just want to say hi first, been browsing this site for ages now... but have finally taken the plunge and joined.

I've got a moral dilemma. A bit of background first:

Joined Scottish Power about two years ago, usual monthly payment plan thingy... no problems so far.

However, we had to have a new meter installed at the end of January (by Western Power Distribution) Again, no problem there.

My wife and I then received a statement from Scottish Power in Mid April, requesting meter readings. The account showed all the activity from the old meter, and then showed clearly the readings from the new meter at zero, but because the statement was almost three months after the installation, they now needed meter readings.

First problem... I called them with the readings, and their system would not accept them. Whoever I spoke to at the time said they would have to 'manually alter' the account to get the system to accept the readings, and everything would then be okay.

Three weeks later, and we receive a new statement showing our annual consumption, a monthly payment amount as per normal... and a credit balance on the account of almost four figures!!!

I thought at first that this was going to be corrected automatically, and was just part of the process of 'altering' the account... and then, today, a cheque arrives.

I've phoned them, being an honest chap, and said I don't think I should have the refund... they asked me to check the meter, which I did; and half an hour later, after talking to a supervisor and reviewing the account, they phoned back to say that I AM due the refund.

So I've got a rather nice cheque on my desk; part of me wants to tear it up in case they ask for the money back months/years later, part of me is thinking of a PS3...

If anyone has any idea what the hell I should do.... HELP!!!!!

Joyful

If I was in your shoes I would put it in writing that you want confirmation if this credit is due. If they reply yes you will have a hard copy if they try to change their minds further down the line.

Mistakes do happen. Can you see from your bills if they have billed you to the read the meter was removed? Have they also billed from the correct start read of the new meter? If it is gas and the system is not liking it, make sure if they have fitted a metric( 5 digits) or imperial meter( 4 digits) that this is what you are being billed for.

Lovely_Softears

Thanks for replying. It's for electric; and the meter was set at zero at the start of the ORIGINAL statement; whereas the readings on the new statement for the new meter do not correllate to anything on the original statement, but starting at quite a high level which show that I've used a total of 42 units in almost three months... I wish!!!

Putting it in writing is a VERY good idea, thanks. As I said, I phoned them today and they were very clear that I WAS entitled to the refund... but I really do not think I am.

The original statement showed a credit balance of about £50, which was probably correct - but I think, on the revised statement, that they only took the payments (from the original statement) into account and NOT the electricity from it!

Scottish_Power

Hi Lovely Softears

Thats an interesting situation and I think you are wise to want confirmation before you go out and purchase your new PS3.

There are a couple of things that don't add up hear. If you are not a huge user of electricity and lets say your using around £40 per month, over 2 years you will have paid £960.00 towards the electricity used. If you use around £40 per month and you have been given back £1000 due to overpaying, have you been paying around £80 per month towards your electricity for the last 2-years?

The fact that you have had a meter change recently and that this credit has been issued following this, I would agree with you and want clarification on why you have just been issued with such a large refund before you cash it.

The fact that you have spoken to us regarding this refund balance and you have not been provided with an explanation for the credit is not good customer service and I apologise for this.

Your account needs to be investigated, the meter readings obtained checked to ensure they follow on before we can fully reassure you that it is safe to cash the cheque.

If you want me to investigate your account and confirm this for you then just send me your account details.

Kind Regards

Colin @ ScottishPower

Lovely_Softears

Thanks for your reply Colin. I've phoned again today, and it's being looked into; I've been told I've been overpaying for a long time.

The monthly bill is about £85, and while I do use a fair amount of electric (I work from home) it's only a small, well insulated, two bedroom bungalow with off-peak hot water and heating.

I switched just when electricity prices really started to skyrocket, so I didn't really query the £85 per month as such. I'm still rather surprised about the amount of the refund though.

Anyway, I've been told that I should hear within 5 working days if it's okay to cash the cheque.

Thanks for your help and advice.

Scottish_Power

Hi Lovely Softears

Hopefully you will be contacted soon with some good news. This situation should not have come about in the first place and I am sorry that you have been overpaying, if this turns out to be the case.

Make sure that you are given an explanation for what has happened.

Let me know if I can be of further assistance.

Kind Regards

Colin @ ScottishPower