Scottish Power refuse to budge where Scottish Hydro admit problem

kimdunja

My father has recently asked me to take over his finances, for various reasons. He lives in a very small one bed flat that uses E7 (two storage heaters for whole flat). Looking through his outgoings, his monthly electricity bill was £87, which I immediately knew was too high. I contacted his provider Scottish Hydro (Scottish and Southern), and after a few meter readings over the course of an evening, we established his readings were transposed. Scottish Hydro resolved the problem immediately (a lovely woman called Fiona McKay has been absolutely brilliant: understanding, friendly, efficient and most importantly for a power company - honest - and calls you back when she promises!), and refunded my father £1400.

Dad moved to Scottish Hydro in May 2006, prior to which he had been with Scottish Power since 1998 when he moved into the property. By a remarkable stroke of luck, dad had a bill from Scot Power from December 2005, and it was evident from the readings, that Scot Hydro had inherited the problem of transposed readings from Scot Power. I have sent a letter and called Scot Power who have confirmed they were billing dad with
Rate 1: night
Rate 2: day
Which for my father is incorrect.

Now Scot Power are refusing to refund any money - they even refuse to admit how much the overcharged in that 8 year period. We have written evidence from Scot Hydro to say that Rate 1 is day, and Rate 2 night. But Scot Power don't care.

What can we do? I believe there is a Scot Power rep on here. if you have any clues, please pitch in.

Thanks!

Premier_2

Unfortunately, it's unlikely they will refund anything over 5 years old as you are in Scotland; (it would be 6 years in England or Wales).

However, worth pursuing if you can quantify what you believed is owed in the short period before he moved supplier.

Follow the company's complaints process.

kimdunja

Hi Premier

I'm not in Scotland - and neither is my father - we're both around Manchester (although I can see why you have that impression, given my father's apparent interest in Scottish suppliers)...

I've already referred the matter to SP complaints, but no joy there either.

Premier_2

Whoops

Up to 6 years then; probably worth about £500 in total (assuming similar consumption, but lower prices back then) for the two years applicable before he switched supplier

kimdunja

Not a problem - I certainly don't take it as an insult (I'm a redhead with a passion for tartan!).

Just to I can gain some leverage with SP, Premier do you know where that 6 year policy is stipulated?

Scottish_Power

Hi kimdunja

I'm very sorry to hear about your situation. I do not know why we have been so unhelpful in this situation, but if you have evidence to confirm that your father was overpaying then this should be investigated by us.

I will be more than happy to check the billing details for your father and see if I can confirm when his readings were transposed and if we can return money to your father. If you send me the relevant details privately then I will investigate and get back to you.

Kind Regards

Colin @ ScottishPower

kimdunja

Thanks Colin

I have just PM'd you with details of dad's account. Fingers crossed - we do appreciate any help you can offer.

K

kimdunja

Rang Scot Power on Friday before I got Colin's message (about 10am), spoke to a lovely woman called Joanne, who assured me a manager would ring me back that afternoon...

Its Monday...1pm. Still no call. This is the second time in just over 2 years that SP's customer service has been a massive letdown (happened at my old house also).

Avoid like the plague - Scot Hydro can get it right.