Scottish Power switch - Check your tariff!

tranzform

My message is simply to check carefully after your transfer that you have been put on and remain on the tariff you selected.
We recently switched to SP online energy saver 10 through simply switch. Process went without a hitch.
We got our first bill last week which showed a massive price hike in the first period. Closer examination showed we'd been transferred to the standard tariff - we should have guessed something was wrong as we shouldn't have received a paper invoice with the online saver.

We called and were told that we'd been sent a letter saying the email address we'd used on application wasn't valid and if we didn't get in touch they'd have to revert us to a standard tariff.

This was rubbish. We have no recollection of such a letter and we have found email correspondence from both Simply switch and Scottish Power during the transfer period. The issue has now been resolved, but I wondered if we were the only one's this happened to.

Premier_2

Damn! How disappointing.

An apparent invalid email address and a possible case of lost or stolen mail in the post.

Contact your email provider to check if there is any issue with your email account.
(You might want to clarify why the supplier deemed it invalid too - perhaps they don't accept hotmail type email addresses)

Regarding the lost or stolen mail, if the supplier says they sent it, contact your local Royal Mail office and perhaps also the police.

In 2006 RM was facing a fine of over £11m for failing to take proper care of mail in their possession (essentially failing to deliver it correctly) It related to something like 40,000 items per day affected.
http://news.bbc.co.uk/1/hi/business/4700190.stm

If the number of posts by MSE'ers claiming post was not delivered is anything to go by, I suspect the failure lies still with them.

Nice to see, however, you've already managed to resolve the issues directly under the control of the supplier

Quark_GB

tranzform wrote: »

My message is simply to check carefully after your transfer that you have been put on and remain on the tariff you selected.
We recently switched to SP

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and if we didn't get in touch they'd have to revert us to a standard tariff.

This was rubbish. We have no recollection of such a letter and we have found email correspondence from both Simply switch and Scottish Power during the transfer period. The issue has now been resolved, but I wondered if we were the only one's this happened to.

Not quite as bad as finding been put on wrong tariff, glad to say, although am sorry to hear of your experience.

But have recently made online Application for SP online tariff through TopCashback twice now. First time was six weeks ago when cashback value was £105, only to later find from SP that they "have no record of the Application"

And again, three days ago, after having been stuck on current supplier's 'standard' tariff 's higher charges for the extra six weeks, in addition to the cashback value now having gone down to £62.

This second application was made after enquiries were raised with TCB, (the last of these being left unanswered, as also for an assurance of receiving further information being unfulfilled).
On both occasions the sale tracked on TCB, and online confirmation was displayed from SP saying "Thank you, your application has been successfully submitted."

I found out today that despite this, once again, SP "have no record of the Application being made".

I have now made a third application (before I give up and go elsewhere), through another Cashback site.
And now wait to see if third time lucky or not!

I've not had This particular kind of a problem before with other purchases through TCB or the other cashback sites.
It appears likely that Scottish Power's website could be at fault.

Although the next few days should hopefully be a bit more conclusive, pending whether SP can verify my Application made through a different site is now successfull and on record. Or once again, not!

I do find it strange that after having gone all through the process of completing the Application online, that on all three occasions no kind of reference number or whatever was given on the "successfully submitted" acknowledgement from SP, nor any email confirmation sent out.

Has anyone else encountered this problem?

[Deleted User]

our change over date from n power to SP was last week when i tele SP was told they had changed us from online 10 to 11 as 11 was cheaper

Quark_GB

woodbine wrote: »

our change over date from n power to SP was last week when i tele SP was told they had changed us from online 10 to 11 as 11 was cheaper

In fact it is SP Online Energy Saver 11 Dual Fuel that I applied for, which is among the cheapest for me anyway.
I believe the Online 10 has been discontinued.
Though not sure if was cheaper or not.

Icetos_2

In response to tranzform.

The exact same thing has happened to me. I used the Which switch service for the Online Saver 10 and everything went through ok albeit very slowly. Everything was fine two months in until I received a letter stating that my Direct debit was going up from £56 to £104 a month. I called them up and said not to be silly, I only use around £45-£50 in total and they agreed to keep it at £56. It was only a few days later that I re-checked my bill and saw they changed my tariff a month after starting. The customer service agent told me that it was due to the fact I had not responded to an email they sent me. I have got every email they have ever sent me. I have not received any letters regarding email addresses or change of tarriff. They have offered to put me onto 'Online Energy Saver 12' as 10 is now gone and are not willing to refund the overcharged period. They claim 12 is the same price as 10 but when i checked it on a comparison site it is more expensive.

I have logged it as a complaint and will have to wait and see how it works out! So far very unimpressed, but at least their call centre finally opened!!

PS. 'woodbine' you may care to double check that nugget of information they gave you, for my what I consider to be average use, 11 is more expensive than 10 according to Which. Sounds like they have pulled the same trick on you.

Adaline

Exactly the same thing happened to me OP. They claimed that they'd been given the 'wrong email', but as I had been receiving emails from them, that clearly wasn't the case. They couldn't explain it, but did change the tarrif back and refund me the difference. But I've just had my latest bill and the monthly charge has been increased from £23 to £47!! So I'm going to check through it very carefully to make sure they're not taking the proverbial.