Scottish Power Can't Follow Their Own Instructions !

backfoot

I gave notice to Scottish Power that I was switching supply.

In accordance with their written instructions (below), I gave formal notice.

'If you notify us that you wish to do this before 1st August 2011 and we receive a request for your supply from another supplier within 15 working days, we will not move you to our standard monthly Direct Debit prices or charge the agreed cancellation fee.'

I have today received the following:

Your current service package is Online Energy Reward which is due to expire on 31st July 2011 and there will be no cancellation charges if you will change your supplier after this date.

Your cash back amount of £105 will be credited to your account and will show on your bill after 1st August 2011.

Arpana
E-Contact Centre
ScottishPower


Yet another howler. Can the SP Reps have a word with Arpana about what your own letter actually said.

Good grief it's pretty simple.

Scottish_Power

Hi backfoot,

I understand you frustration with this.

If you wish to e-mail me at [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] I will see what I can do.

Kind regards

Graeme @ ScottishPower

backfoot

Hi Graeme,

I have already written back to the E contact Centre, so I will see what they say. As you know, I can look after such matters and if SP or anyone else want to breach their own Terms and Conditions, then I am more than happy to to make life very difficult for them.

The purpose of writing the issue down here was to alert you and Forum Members to the error.

I provided the SP contact details so that you could get back to them and more importantly their Managers/Supervisors to remedy the problem across the piece rather than just my individual case.

I see you have responded on Airmike's similar thread.

You might also have a look at this thread where there is confusion for a lot of people about the timing of the Reward payment.

https://forums.moneysavingexpert.com/discussion/3296972

Intially you said it would be imminent and before 1/8/11. My own correspondence now says after.:eek:

It's actually irrelevant to the issue of switching but many customers do not understand that or trust that they will get the £105, if they switch before its receipt. If they miss out on current Fixed deals in the meantime ,they aren't going to be best pleased.

Can you issue some definitive dates and guidance please that is supported by your call centres?

basil92

backfoot wrote: »

The purpose of writing the issue down here was to alert you and Forum Members to the error.


You might also have a look at this thread where there is confusion for a lot of people about the timing of the Reward payment.

https://forums.moneysavingexpert.com/discussion/3296972

Intially you said it would be imminent and before 1/8/11. My own correspondence now says after.:eek:

It's actually irrelevant to the issue of switching but many customers do not understand that or trust that they will get the £105, if they switch before its receipt. If they miss out on current Fixed deals in the meantime ,they aren't going to be best pleased.

Can you issue some definitive dates and guidance please that is supported by your call centres?

'Our Graeme' doesn't seem to offer a great deal of help does he!:p

The thread you have linked to seems to have been totally over-looked by SP reps too!!

backfoot ~ as I understand it you have set the wheels in motion to switch supplier before the 31st July and still expect to receive the £105 reward and not be charged a cancellation fee?

As you say in your post..I won't be best pleased if I miss out on the Fixed Rate deal I wish to change to...but with SP seemingly changing their terms and conditions every 5 minutes...I'm just not sure what to do:o

You seem to have your finger on the pulse..so any advice or info would be gratefully received:D

backfoot

Hi Basil,

They can't change the terms of their offer. You will have the same letter as me and its quite clear.

If you look at the other thread, I specifically asked the question in detail, so that Graeme could confirm everything was in order to switch. I did that for others benefit, not mine.

Quite rightly, many customers want reassurance from the company and not a Forum member. As you say, Graeme did not come back on that other thread where there are a lot of questions.

I can only advise you that my £105 reward is secure. My switch will go through and they will hold prices until it does. Finally,no cancellation charges will be levied. That's what their formal correspondence says precisely.

If any of that doesn't happen,then SP will regret their decision.

You must decide your own course of action in the light of my comments. However,it would be helpful if Graeme or Colin could issue guidance to SP Customers. As far as I can see it's the usual thing that the call centre staff just aren't briefed on what to do and the Reward process is in disarray.

I hope you get it sorted.:)

backfoot

Just to further explain. I appreciated Graeme offerring to help me directly but turned it down because I want to see the core of the problem resolved for all customers.

By seeing how my case progresses, I can see whether they are putting things right. If mine is resolved by Graeme there is no guarantee that others will be.

I am quite happy to liaise with Graeme of course generally and normally he seems to be one of the best Reps here,so I hope we will see it start to come together.

basil92

Thanks backfoot:D

I realised that you were posting the question on the forum to help other posters.

However, as you say the SP rep was willing to help you individually rather than answer the questions on the forum which in turn would have helped all of us posters with similar queries. And so whilst any issues you may have may be resolved, mine may not:(

Thanks again...my feeling is to go ahead and switch. I have the original email which shows all the T & C...but may just have to prepare myself for a battle.....:undecided

backfoot

Hello is there anybody in? Scottish Power. Hellooooo.....

basil92

backfoot wrote: »

Hello is there anybody in? Scottish Power. Hellooooo.....

It would appear not......:(

Scottish_Power

Hi folks,

Sorry for the delay, If you are on the online reward tariff and opt to leave ScottishPower you will not be charged a cancellation fee if you leave prior to 31/07/2011.

Kind regards

Graeme @ Scottish Power

basil92

scottishpower_company_representative wrote: »

Hi folks,

Sorry for the delay, If you are on the online reward tariff and opt to leave ScottishPower you will be charged a cancellation fee if you leave prior to 31/07/2011.

Kind regards

Graeme @ Scottish Power

Quoted from an email I received from SP yesterday:


You will receive the cash back of £105.00 after 1st August
2011.

The current tariff plan on your account is Online Energy Saver
Reward. This product matures on 31st July 2011.

If you wish to change the supplier after the current product
matures no cancellation fee will be applicable on Standard
tariff; however, if you wish to switch supplier on current
tariff, as part of this product agreement there is a
cancellation fee, however, by using your Right to Cancel,
you will not be charged this fee should you wish to change
supplier.

:undecided