Scottish Power inaccurate billing

rnr

Scottish Power insist on using estimated reads even though I put true reads online. I have about six account numbers all billed differently even though I only live in one property. Scottish Power investigated, apologised and gave a small amount in compensation but with each new bill all the old problems are dragged up again.
What do you have to do to get an accurate bill!!

Also, how do property references work. I don't mean meter serial numbers, or supply references. I mean the reference number given to the property. Isn't it supposed to have the number of the house in it. Can anyone help?

Premier_2

I suggest you contact the supplier in writing, following the suppliers complaint procedure, and head your letter COMPLAINT.

They obviously haven't resolved the issue, and fobbed you off with a few quid last time. An official complaint should see the matter properly investigated and resolved.

rnr

thanks for the advice. But, have already raised several official complaints. Each time I am billed and the problems start again I am back to the start dealing with a new customer services adviser and they actually refuse to read earlier records. The latest person says that unless I pay what she is asking (£900) - no way do we owe this - that she will issue a deadlock letter and recovery action will be taken. They actually took £221 from our bank account this month causing no end of problems. I explained to them why it was just not possible that we owed this, they agreed and immediately refunded. I'm just so fed up of dealing with these people. Truth is I don't want anything to do with them but while they are showing debit on the account I cannot move.

Premier_2

Well it sounds like they haven't addressed the root cause of your complaint.

The final phase of the complaint procedure is to have the matter reviewed by the ombudsman. Have you done that and if so, what was their decision?

Get them to issue that deadlock letter. It'll mean you can go direct to the ombudsman
(They won't get far with any recovery action whilst that matter is the subject of a formal dispute)

dogshome

OK - So you have made Complaints, all to no avail - Provided it's been 6 weeks since you made that first complaint that has not yet been resolved GET ONTO CONSUMER FOCUS NOW

And by the way, SP's Customer Service Desk personel are talking through thier rear orifice - A Deadlock Letter is your invitation to take the matter to adjudication, not a step toward Court Action which in fact cannot be taken until an adjudicator makes a decision.

Scottish_Power

Hi rnr

Sorry to hear about your situation. This matter should be resolved for you quickly and I cannot see why this has not been done. If your meter configuration is suitable for the online billing system then you should be able to update meter readings and generate an accurate statement to show your charges up to date. After all this is what the online service is for. There may be issues with previous meter readings being updated incorrectly which is why you are not able to bill your account, however I would need to review your account to find this out.

I would be happy to investigate this for you if you are still unhappy with the outcome and the information that you have been provided with. If you would like me to investigate then send me an email to [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and I will confirm our position to you. Alternatively please see our internal complaints procedure below and escalate accordingly:

http://www.scottishpower.co.uk/support-centre/service-and-standards/complaints.aspx

Kind Regards

Colin @ ScottishPower