scottish power rep any help with high first dd?

Scottish_Power

Hi gabbyevs

Thanks for posting your situation. Your initial Direct Debit should be based on consumption details that you provided to us when you transferred to ScottishPower. When you transfer, you also receive a welcome pack which confirms to you the details on your new tariff and the terms and conditions that apply. Normally the Direct Debit will be set and reviewed after 3 months. If you believe that the Direct Debit does not represent the annual consumption details you provided then we should investigate this for you.

We are able to check your sales application details and from this the annual consumption that has been quoted. If the annual consumption details we hold differ from what you updated when processing the transfer request, then we can investigate this and find out the reason why.

I will be happy to look into this for you and confirm exactly what information we are holding. If you know your annual consumption in kWhs, I will do a manual calculation to work out what your Direct Debit should be, based on the tariff you have agreed to, and set it at this amount.

Please let me know if you have any further questions.

Kind Regards

Colin @ ScottishPower

robbies_gal

thanks for replying colin i wil pm those details to you

im not very impressed with the man i spoke to at your cs -i must say i found him quite rude, especially when i said can i speak to someone else he said no they'll tell you the same thing

I mean if i request to speak to someone else, whether or not they can help me i should be able to-i also forgot to add to my op that i said i received my inital welcome letter more than 7 days after the date it was printed (referring to the cancellation period) to which he replied-thats not our fault you can only cancel within seven days of the date of the letter we dont control when you get it!

now i know royal mail can be slow, but really is that the rule there-if you get it in time thats ok if you dont tough?

As you have said its only reviewed after 3 months so basically he was lieing to me about changing it after a month

If you can access the details why couldnt he?

Premier_2

Doesn't sound like you are too happy with SP as a supplier.

Why not switch to another supplier? Sometimes it's worth paying a little extra to get good customer service.

robbies_gal

:shocked:you wont believe this i was just writing a pm to colin when my phone rings its scottish power

"we're just giving you an update about your switchover and to confirm some details"

ok i say

sp-" youve agreed to pay direct debit and thats for 75 pounds a month"

i said actually i didnt agree to that and have had a conversation with cs about this"

sp-oh she says it must be an error then i'll change it for you!-i said thankyou i was told it couldnt be changed ,she said no thats not right! i explained my conversation and she said i was given the wrong information

she was very helpful and said i'll get an email about meter readings soon

im glad someone over there knows what theyre doing the person i spoke to should be sacked personally for being rude and not knowing their job

colin thank you for posting if i need you again i shall holler!

KimYeovil

gabbyevs wrote: »

im glad someone over there knows what theyre doing the person i spoke to should be sacked personally for being rude and not knowing their job

Except technically it is more likely the second representative who is not doing their job and who will be first up for redundancy. The first representative knows that their job is meeting targets - not helping customers.

caveat_emptor

No consolation I know but my experience with SP has been all bad. It started when I was given false tariff information to get me in. It seems they had a rogue rep. When I moved to another supplier SP tried to get me back with a false switch request.
My advice switch to another supplier.

robbies_gal

oh dear doesnt sound good

i'll see how it goes if they do lower the price like they say and i have no more problems should be ok -but one more thing goes wrong and im out

caveat did u say you were given the wrong information and did they do anything about it?

Premier_2

gabbyevs wrote: »

...i'll see how it goes if they do lower the price ...

They won't lower the price, but they may lower the amount they collect monthly by DD in the short-term if it keeps you happy.

It'll certainly keep SP happy as they know they'll still get their money eventually, and if the monthly DD collections don't cover the cost of your consumption, you'll end up in debt to them and then you won't be able to 'get out', until you repay the debt.

robbies_gal

well if they can prove i owe them money so be it but i'll be vigilant and keep up to date with my readings and see how it goes

i havent got the money to cancel it right now i belive its around 50 pounds?

Scottish_Power

Hi gabbyevs

Thanks for keeping us up to speed with your developments so far. Having this kind of experience early on does not help build a solid foundation for your relationship with us and I apologise on behalf of the company for this. When you transfer we should do everything we can to make sure that you are 100% happy with the information that has been provided to you and that there are no errors in the detail. If we have set the Direct Debit at an amount that does not match the consumption figures you provided then we should change it for you now, not in 3 months. If you are unsure about your consumption figures and we have a good record of consumption for the property, we may suggest to you that we keep the payment as it is to ensure that no large outstanding balance is accrued in the first 3 months. If you are not happy to have the payments set at such a high amount and you believe that a lower figure will be much more realistic, with what you expect to use, then we should lower it for you. If then in 3 months time you have used far more than you expected, the Direct Debit will need to be increased to cover the higher level of consumption used by you and also any outstanding balance accumulated.

If you have agreed to an online tariff with us then this will be an excellent way of recording exactly how much you are using. If you update meter readings regularly over a period of 12-months, our online system will be able to accurately set your monthly Direct Debit payments as it will know what you are using over the colder and the warmer months.

I would like to investigate the account for you and also provide feedback to the original agent. The last thing we want to do to a customer who has just transferred to us is to upset them in any way.

If you have any further questions please do not hesitate to get in contact with me.

Kind Regards

Colin @ ScottishPower