Scottish Power - Highly disappointing

Freddie_Snowbits

I am also disgusted with SP. Not only have they taken the DD accurately each month, but also their email gets through my sophisticated spam filter. They allow me to log in and enter my readings as often as I like, but why should I wait two days for they software engineers to crank up the old ICT 1900 valve driven computing machine to give me a PDF of the damn bill?

Jac1807

My mother and father have had endless difficulty following a faulty meter. My father has since died and I am trying to sort this out with my mother. After repeated telephone calls to a 'Marjorie' who appears to be too busy with complaints to write, email or telephone us back we have finally received a bill confirming the figures.

My mother is in credit to the tune of £466.64
Her annual use is estimated at £1231.85
Her direct debit is set at £112.00

This will come to a payment of £1344

This is fine but we have not yet had the overpayment refunded despite assurances that we would be sent a cheque due to the circumstances. To be frank funeral expenses etc have made things a little tight at the moment and I can see no reason why my mother should not receive her overpayment back; as it is it appears that SP have not even reduced her dd to take this into account.

I am utterly fed up of waiting in telephone queues (that are in excess of 45 mins until a real person is available!) only to find that I cannot speak to the right person. I am always assured that person will telephone me back, but guess what...no calls.

I would be grateful for advice/guidance.

Jac1807

macman

Cancel the DD until the credit on the account is reduced to a reasoanble amount?

Morlock

I had no end of trouble with Scottish Power, I had a £150 charge appear on my bill that nobody could explain to me, I was promised refunds of credit on numerous occasions which never materialised, they are a very shoddy company.

Richie-from-the-Boro

Jac1807 wrote: »

My mother and father have had endless difficulty following a faulty meter. My father has since died and I am trying to sort this out with my mother. After repeated telephone calls to a 'Marjorie' who appears to be too busy with complaints to write, email or telephone us back we have finally received a bill confirming the figures.

My mother is in credit to the tune of £466.64
Her annual use is estimated at £1231.85
Her direct debit is set at £112.00

This will come to a payment of £1344

This is fine but we have not yet had the overpayment refunded despite assurances that we would be sent a cheque due to the circumstances. To be frank funeral expenses etc have made things a little tight at the moment and I can see no reason why my mother should not receive her overpayment back; as it is it appears that SP have not even reduced her dd to take this into account.

I am utterly fed up of waiting in telephone queues (that are in excess of 45 mins until a real person is available!) only to find that I cannot speak to the right person. I am always assured that person will telephone me back, but guess what...no calls.

I would be grateful for advice/guidance.

Jac1807

GoTo your mothers online account, click the button that says ring back, you will get [ while you are there on the net ] a time that they will ring you. Its free, make sure you have the account number etc.

Jac1807

I will stop the DD next month, it has all been complicated but mum should have her own account up and running then.

I have tried the ring back; they do ring back but it is never someone that can actually do anything. They then promise to get someone else to ring, and well you know the rest!

Jac

Scottish_Power

Hi Jac1807

The refund should be received by you within 10 working days from the date it is issued. The Direct Debit should then be set to around £103.00 if the annual consumption is accurate and the account has been billed up to date.

Have a look at the link below if you are having issues getting this resolved and do not hesitate to estalate to the next level:

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

Please let me know if you have any further questions and I will be more than happy to help.

Kind Regards

Colin @ ScottishPower