Opt out's - Scottish power

Scottish_Power

Good morning all,

I understand your frustration with this matter as the opt out policy does not suit all customers, however many customers do prefer things this way.

If you are unhappy with the way your account has been handled and do not feel you are getting anywhere please e-mail me at [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and I will review your complaint.

Kind regards

Graeme

andymg

oldandhappy wrote: »

Be aware that when you cancel your direct debit there can be problems. Scottish Power in my case managed to set up 1st intial payment again so carried on taking my money after I clearly cancelled with my bank and SP. I had also paid by debit card outstanding amounts although not the final bills because they where hugely over estimated and into a dispute with them.They would not except my correct readings.My new supplier had also given them the same readings but did not use them!
Thanks only to the Scottish Power Rep on here for sorting out the whole stressful episode.

Personally I will advice against removing the direct debit. I'm not too sure but it might just appear as missed payment on your credit file.

andymg

scottishpower_company_representative wrote: »

Good morning all,

I understand your frustration with this matter as the opt out policy does not suit all customers, however many customers do prefer things this way.

If you are unhappy with the way your account has been handled and do not feel you are getting anywhere please e-mail me at [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and I will review your complaint.

Kind regards

Graeme

Thanks Graeme for stepping in to offer help. I'll contact you if I face more issues.

To be frank scotish power ought to inform customers explicitly (not hidden in small print) about your opt out policy when they initially sign up to your services. This ensure everyone will be aware of the policy.

Another feedback is for your customer sevices, they need to soften up and treat customer as customers. It is important to remember that customers pay their salary! In today competitive market in utlities especially reputation is everything and customer loyalty shouldn't be taken for granted.

marks7389

andymg wrote: »

Thanks Graeme for stepping in to offer help. I'll contact you if I face more issues.

To be frank scotish power ought to inform customers explicitly (not hidden in small print) about your opt out policy when they initially sign up to your services. This ensure everyone will be aware of the policy.

My view also. As it stands the policy appears to be to rope people into a rolling contract without telling them.

If this is really about customer preference why not give people a choice up-front to be opted into a new promotional deal by default (with whatever early cancellation policy that might entail) or to move onto your standard tariff when their initial promotional deal comes to an end?

djdust

scottishpower_company_representative wrote: »

If you are unhappy with the way your account has been handled and do not feel you are getting anywhere please e-mail me at [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and I will review your complaint.

Hi there

I'm just in the process of switching to Scottish Power for a 2-Year Fixed Rate deal. Can you clarify whether this "rolling contract" clause will apply to me too? In two years time, I want to have the freedom to switch providers if I choose to and not get penalised for it...

Cheers

marks7389

djdust wrote: »

Hi there

I'm just in the process of switching to Scottish Power for a 2-Year Fixed Rate deal. Can you clarify whether this "rolling contract" clause will apply to me too? In two years time, I want to have the freedom to switch providers if I choose to and not get penalised for it...

Cheers

Very likely, yes unless changes to the rules in the mean time prevent them from doing this, or they change their policy.

Otherwise they will contact you to give you the chance to opt out of any further commitment, but the issue that I and others have with this is that onus is then on you to opt out within a limited time period without explaining up-front that's the deal. As I discovered, just initiating a switch during the opt out period may not save you from being charged the cancellation fee if the switch doesn't complete before the opt-out deadline (likely given the length of time it normally takes).

So you need to be on the ball and make sure you opt out when the time comes if you don't want a further tie-in period. Judging by other comments you also need to make sure you get and keep confirmation of the opt-out an follow it up with Scottish Power if you don't receive any confirmation.

Incidentally I did receive a call from Graeme today confirming that the cancellation fee had been removed from my bill (it was after I phoned customer services on Monday although no-one told me at the time).

It seems generally that complaining does get it removed, which I think is a symptom of how shaky their ground is. So if you're caught by this I recommend you do just that. I guess they are banking on the fact that most people won't challenge it.