Scottish Power Poor Poor Service

rfowler

I have been with them for near 1.5 years and I called them yesterday about changing over to a new tariff and to tell them British gas seems cheaper for me, and how my contract expired in November and they have automatically put me back on that tariff without consent from me, is that allowed? I am on the online energy saver 8...

It gets worse, I asked about my usage and it was completely different to what I have worked out from my online billing, asked how this was possible I got a answer “WE KNOW HOW TO WORK THIS OUT WE DO THIS EVERY DAY..."

The lady was rude and not helpful at all really really angry

Sorry if am going on just venting

undaunted

Why not write in & complain to her superiors, including the fact that you will now certainly switch to British Gas as a result (if that's what you wish to do)

rfowler

Spoke to someone again, got it sorted i think I am going to move to BG

macman

rfowler wrote: »

I have been with them for near 1.5 years and I called them yesterday about changing over to a new tariff and to tell them British gas seems cheaper for me, and how my contract expired in November and they have automatically put me back on that tariff without consent from me, is that allowed? I am on the online energy saver 8...

It gets worse, I asked about my usage and it was completely different to what I have worked out from my online billing, asked how this was possible I got a answer “WE KNOW HOW TO WORK THIS OUT WE DO THIS EVERY DAY..."

The lady was rude and not helpful at all really really angry

Sorry if am going on just venting

When your tariff ends, you will automatically go back onto standard tariff (the most expensive), or another one as specified in your contract when you signed up.
They will have written to you or emailed you to advise this before it ended.

Scottish_Power

Hi rfowler

I am sorry to hear about the level of service provided to you. You should have been told exactly how we work out your annual consumption and also provide you with meter readings to back up our figures. As an online account customer all correspondence is sent to you via email and can be accessed through your online account. An email would have been issued to you confirming the expiry of your current contract rates and also confirming the options available to you going forward. If you log into your account and go to "My Account Activity" you will see all changes to your account. You can also click on "My Messages" which the email we send to you would have directed you to, this will show any important information about your account at that time, i.e. details of your tariff expiring.

I have attached a link below to the PDF information document on the OLE8 prices as well as the terms and conditions. Remember that this tariff has a cancellation charge so take this into account if you are looking at changing supplier or tariff to save money.

http://cww.css.scottishpower.plc.uk/css/products/pricing/historic/historic_OLESaver8_Dec10.pdf

If you want to calculate your annual consumption yourself, review previous bills that have been generated and try to locate 2 meter readings as close to 12-months apart. Alternatively, record your current meter readings and give us a call or send an email with these readings and ask us to confirm what our billing system holds as your calculated annual consumption (CAC). Remember when you are looking at your gas consumption to make sure that you are converting the units correctly into kWh using the imperial or metric conversion depending on the type of meter you have.

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

Kind Regards

Colin @ ScottishPower

rfowler

Hi Colin,

Thanks for your reply,I Called yesterday for my yearly consumption and they gace me the follwoing readings:

19261 Kwh - Gas
3250 Kwh - Electrcity

But when I worked it I got the following:

16861 Kwh - Gas
2969 Kwh - Electrcity

So I called up again they said mine was wrong then we went through it together and I was RIGHT apprantley they always over estimate, but there is no need to estimate as you have readings for my account for over 1.5 years.

What The Hell is going here????

I have no messages on my online account to say that my Tarriff will be renewed automatically in Nov/Dec

Scottish_Power

Hi rfowler

If our billing system has accurate meter readings over a 12-month period then there is no reason why it should be so different to your figures. I can review your account to see what meter readings are held on the system to see if there is a reason for the difference in kWh consumption. If you want me to review this then send me an email to [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and I will have a look. I'll also check your annual review date.

Kind Regards

Colin @ ScottishPower

bobsbit

I am always in credit each quarter. This time I asked for a refund and my diect debit to be reduced. They said they would only do this if they increased my DD by £3 a month!

I asked them for figures. I have checked my usage and they are wrong. They must be making a fortune out of mugs like me. What a rip off. As soon as this tarif expires, I will go elsewhere.
Suzanne

Scottish_Power

Hi bobsbit

If you have accurate meter readings showing your consumption over a 12-month period and you have worked out your annual consumption based on the current prices then I see no reason why we should not refund your credit balance and set your monthly Direct Debit accordingly. If you want me to have a look at this for you to see what consumption we hold and to see how this compares with the accurate meter readings we hold on the system, then send me an email to [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and I'll investigate further for you.

Kind Regards

Colin @ ScottishPower

rfowler

scottishpower_company_representative wrote: »

Hi rfowler

If our billing system has accurate meter readings over a 12-month period then there is no reason why it should be so different to your figures. I can review your account to see what meter readings are held on the system to see if there is a reason for the difference in kWh consumption. If you want me to review this then send me an email to [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and I will have a look. I'll also check your annual review date.

Kind Regards

Colin @ ScottishPower

Email sent Colin