Scottish Power Misselling

mrpink123

Hi all

Just over 2 weeks ago, having moved into a new home I set up an account with Scottish Power. I rang to discuss the options with them on the phone, and got it down to the choice between two products; fixing with their Unifi tariff or taking a risk with a cheaper Online tariff. I was quite torn, so I asked if I would be locked into the Online tariff, or if I could change freely away from it. The salesperson clearly told me that I would be able to change freely.

A couple of days ago I received a letter from Scottish Power with details of my new tariff. It clearly stated that I would be charged a penalty for moving tariffs. Between this and the news of price hikes that arrived the same day I was not best pleased. I tried all day to get through on the phones, but they weren't even using a hold system (every time I rang I was told the lines were busy and was cut off). Since it was the only option open to me, I sent an email detailing the situation, and asking for my account to be closed so that I could move to another supplier.

This morning I have received the following response:

Thank you for your email.

The current service package on your account is Online Energy Saver 14 and the product end date is 31st August 2012. However, the product will not get affected with the recent prise increase untill 2012.

If you cancel your contract before the product end date, your account will be charged £30.64 for Electricity and £20.42 for Gas as a cancellation fee.

I apologise for any inconvenience this may have caused.

If you have any further questions then you may wish to use our online help facility 24 hours a day available at https://www.scottishpower.co.uk/contactus

Kind regards

I am not at all prepared to accept this. Can anyone advise what the best way to proceed from here is?

eurmalian

I'd say email again stating specifically that you were mis-sold this tariff and you want this complaint investigated, the call listened to and, if you are found to be correct, to be moved back to the original tariff without any cancellation fees. If they still don't investigate it you have plenty of evidence to take to consumer advice or the CAB and ask them to escalate things for you.

If all of that was in your original email (and you'll need all of the points clearly stated, along with what you want them to do) then I'd just send something back saying that this does not answer your question and you are giving them another chance to resolve this before you escalate it. Then, if they don't, again get help with the escalation.

Devils-Advocate_3

I can only echo what Eurmalian said. If you were clearly told that you could change tariff freely, and that is in the call, then they don't have a leg to stand on.

mrpink123

Thanks

I have sent a strongly worded reply asking them to cancel the product without charging me, or to escalate to the complaints department.

I was extremely clear about the ability to change tariffs on the phone, I didn't realise they would have a record of the call. If that's the case, there should be no debate about this at all.

bikeman

as they've now changed their prices you now have an opt out without charge - its in their t&cs

Ferr96

bikeman wrote: »

as they've now changed their prices you now have an opt out without charge - its in their t&cs

Where are people getting this information, that because SP have increased there prices, they legally arent allowed to charge an exit fee?

The only thing they have to do is continue to give you the price your paying until you have switched away....thats it!
if you signed up for a variable discounted tariff, you will still get the cancelation fee.

bikeman

Ferr96 - SPs terms allow their custs to either change suppliers or switch tariff without penalty following a price rise in their tariff. Unfortunately this will not aplly to the OP as his tariff is unchanged - I hadn't noticed this fact before my prev post.

Ferr96

Where in SP's terms does it say that?

caveat_emptor

Reminds me of the time I was given tariff info over the phone by a SP rep. and reality was totally different. SP admitted that they had an 'internal problem'. Wouldn't touch SP with the proverbial.

eurmalian

bikeman wrote: »

Ferr96 - SPs terms allow their custs to either change suppliers or switch tariff without penalty following a price rise in their tariff. Unfortunately this will not aplly to the OP as his tariff is unchanged - I hadn't noticed this fact before my prev post.

I'd like to see the exact wording of that too, as the way you have it, everyone with huge ammounts of debt would be able to up and leave if they wanted...

Scottish_Power

Hi mrpink123,

Sorry to hear about the problems you are having, if you are still having the same problems and want to take your complaint further you can e-mail me at [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL]

Kind regards

Graeme @ ScottishPower