Scottish Power - Worst Company Ever!

undaunted

I assume you've never been an Npower customer then? (even Ofgem has in the past cvited them as consistently providing the worst customer service in the industry)

I think it's fair enough to want a written explanation and a correct bill. I also think it's time somebody got a grip on energy companies shoddy practices. However I think it's a little unfair to say that you would have accepted a refund if you'd overpaid but then not expect to pay if you've underpaid - you surely can't have it all ways?

undaunted

intermynan wrote: »

He's calling Scottish Power incompetent, not potential customers :rotfl:

True enough but I think he also realised that & it was an attempt at irony / satire actually :beer:

Flem

I enter my meter readings online once a month. Scottish power read my meter once every quarter. Is it really that much to ask that they calculate my bill correctly?



Scottish power are in control of my account, they asses my energy usage each year and set my direct debit payment according to my energy usage.



They sent me a letter at the start of the 12 month period telling me what my total energy consumption was for the previous year. They then stated what the total cost of my energy for the coming year would be if my usage remained similar, which it has. They set my bill accordingly, so that my monthly payment would match my annual consumption. Throughout this period they send me bills which show my usage and my account balance being as expected. Then they wonder why I am annoyed that I now have to fork out all this additional money. Is it really that much to expect a company of Scottish Power’s size and stature, to be able to calculate my bill correctly in the first instance?



I could accept a big bill at the end of the period if it turned out my annual usage was in fact much greater than it had been in previous years, or if my bill had been calculated using estimated readings for a long period of time.For godsake, they cant even make up there mind how much it is that i have to pay them back. They appear to be making it up as they go along.



If in my profession, I telephoned a customer about their letter of complaint and then put the phone down on them because I didn’t like being asked awkward questions, I am fairly sure that I would be seriously reprimanded.



I have already acknowledged that it was perhaps unfair to call Scottish Power the worst energy company ever; especially given that they are the only energy company I have had the displeasure of dealing with. Moreover, by reading some of the other threads on this site, it certainly appears that most of the energy companies are at it in one way or another.


The energy companies seem to be able to do what they want. As undaunted has already alluded to, it is about time somebody got a grip on energy companies shoddy practices.

Cardew

Unbelievable!!

Over £1000 written off and not satisfied!

Did you check all your bills?

Flem

I may be wrong however I do not think they have actually written off anything which they are not obliged too. I am sure that Scottish Power are bound by the ERA code of practice which means they can only go back one year. The £1000 they have "written off" is out with that 1 year period.

I have a quick glance at my bills when they come in, I check that my meter readings are correct and what my balance is. I do not have the time to scrutinise all of my bills in great detail.


What is your opinion on having the phone put down on you whilst in the middle of a conversation? Or calling someone up about their letter of complaint having not even taking the time to read it in the first place?

Richie-from-the-Boro

Hey Flem,

Nowt wrong with having a vent my friend, so continue to vent if you wish, but did you write to Graeme @ ScottishPower and give him a chance to look at your account. He has powers of access and levels of understanding that most of the ' phone jockeys ' you have contacted could never dream of .. .. give it a go, find out what analysis he gives you on the 5W's relating to your problem.

Flem

Thanks ritchie, I will give this a try. Was not sure about sending an e-mail to someone from an internet forum. Off to my kip the now as I am up for work at 5.30am tomorrow, will drop Graeme an e-mail tomorrow.

Richie-from-the-Boro

Flem wrote: »

Thanks ritchie, I will give this a try. Was not sure about sending an e-mail to someone from an internet forum. Off to my kip the now as I am up for work at 5.30am tomorrow, will drop Graeme an e-mail tomorrow.

Been there, done that with both Colin Pensom & Graham, they reply to you either here or in personal [ direct & private ] email.

Just request they respond to your private addy.

Cardew

The thrust of the OP's argument is that if a company makes a mistake in the customers favour, then it can't be corrected and the outstanding amount should be written off. That is patently incorrect.

Banks have been known to wrongly credit a customers with huge sums - e.g. £million - the OP's logic is that money belongs to the customer.

I do not have the time to scrutinise all of my bills in great detail.

Would you have noticed if you were being overcharged by the same amount?

eurmalian

Flem wrote: »

I may be wrong however I do not think they have actually written off anything which they are not obliged too. I am sure that Scottish Power are bound by the ERA code of practice which means they can only go back one year. The £1000 they have "written off" is out with that 1 year period.

As I understand it, thought I admit to not being an expert, they have to write off everything over a year old if they haven't sent you any bills. As long as they have sent you a bill for something (it doesn't matter if it's correct or not) then they can claim for that period. And you have been recieving bills (wrong ones admittedly, but still bills) so I think they'd be withing their right to charge you for more.

Complaints about energy companies customer service levels, on the other hand, are pretty much preaching to the choir here They often have a tendency to be utterly shocking...