Scottish Power Can't Follow Their Own Instructions !

backfoot

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

Graeme,

You've lost the plot completely.

Direct contradiction of correspondence sent out officially by SP and also sent out by your offices in response to a complaint.

What are you playing at?:eek:

Here again were the instructions contained in the SP letter to all customers.

'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.'

ian1969uk

Graeme, I do hope you have accidentally left a 'not' out of your post.

Scottish power can not hope to get away with this kind of behaviour. The emails you sent out, as well as individual responses to complaints, have stated clearly that there will be no cancellation charges. I have this stated by SP staff in at least 3 separate emails.

There will be big trouble for SP if they try to levy any charges on me.

I do wonder if these kinds of things are the reason SP remove online account access towards the end of the contracted period, so customers can't actually see what they hell is happening to their accounts :mad:

ian1969uk

Graeme, if you hope to save any part of Scottish power's reputation over this, then we need a straight answer to these questions:

1. Will the reward be paid before or after 1st August?
2. If it is after 1st August, why do I have 3 emails stating it will be applied to the account before 1st August?
3. Will Scottish Power apply cancellation charges to customers who switch prior to 31st July?
4. If the answer is yes, why do I have 3 emails stating that this will not happen? How can Scottish Power hope to get away with this?
5. Why do you remove online account access before the end of the contract date? If a customer still has an account, surely they should be able to access it.
6. Why do you, as their official rep, look at threads but then not respond to the genuine concerns of your customers?

basil92

ian1969uk wrote: »

Graeme, if you hope to save any part of Scottish power's reputation over this, then we need a straight answer to these questions:

1. Will the reward be paid before or after 1st August?
2. If it is after 1st August, why do I have 3 emails stating it will be applied to the account before 1st August?
3. Will Scottish Power apply cancellation charges to customers who switch prior to 31st July?
4. If the answer is yes, why do I have 3 emails stating that this will not happen? How can Scottish Power hope to get away with this?
5. Why do you remove online account access before the end of the contract date? If a customer still has an account, surely they should be able to access it.
6. Why do you, as their official rep, look at threads but then not respond to the genuine concerns of your customers?

:wave::wave::wave:

Hellooooo Mr SP rep ^^^^^^ a few questions for you ^^^^:D

Scottish_Power

Good Morning all,

Ian1969uk was correct I did miss the word not from my post, this has now been updated.

To answer your questions:

The reward will be applied to accounts after 1st August, th exact date is yet to be confirmed. Initially I think the intetnion was to aplly it prior to 1st Augsut this may be why you ahve been advised of this in the past.

Cancellation charges will not be applied if you switch prior to 31st July

Your online account is accessed through what we call your Dual Fuel account (group account) when we receive the loss notification we terminate the group account and bill gas and electricity seperately. This is done as it is often the case that one fuel will leave before the other. I do accept that this is not ideal.

As the SP rep I respond to all threads that I feel I can add value to, I will often see a thread and need to confirm certain information prior to responding. As often as possible I provide my contact e-mail address which is picked up by myself or a stand in if I am out of the office. onlinecomplaints@scottishpower.com

Once an e-mail is received I would always attempt to dicsuss whatever the problem is over the phone in the first instance.

Kind regards

Graeme @ ScottishPower

ian1969uk

Thanks for the response Graeme.

I would question, though, why it is taking so long to apply the reward given the qualifying date was the 7th June?

This causes obvious difficulties for customers who can not access their accounts. For example, I leave SP on 1st August and will be significantly in credit. SP will no doubt send me a cheque for this credit amount.

I will then not have an account with SP so just what are you going to apply the reward to? How am I to claim this reward when I will not know exactly when it has been applied? Am I to ring every day to find out, given that the waiting times on the phone for SP are ridiculously long at the moment?

This has all been handled very, very badly and for me at least will mean that I will never return to SP even if comparison sites showed you were the cheapest. I am sure that no sane company would want this to be the outcome.

backfoot

Ian makes some excellent points.

How can SP not know the precise date when the reward will be credited? The qualifying date was 7/6/11. Why has it been delayed?

Run a program tonight for all eligible customers ! Why not?

Will this credit now be included on the final bill? Will any refunds be automatic or do they need claiming? What will happen to those staying with SP?

When are those refunds paid and by what method? Bank transfer to the DD account or cheque?

These matters affect all customers on this tariff and we need clear information. These are not insignificant amounts for many customers.

lanstrom

Hopefully his quote will hold true !

I am still confused about the 15 day thing though as I swapped supplier yesterday but it has a 12 day cooling off period. Does that mean I only get 3 days after that for the deal to go through else I get put onto the standard pricing ?

nick74

I have generally been a satisfied customer of Scottish Power in the past, but all of this confusion over the Energy Reward tariff, ambiguously worded emails, and now a delay in paying the reward to customer's accounts puts me off ever using them again.

It really should not be this complicated!

roxy86_2

i am totally confused!! wve been reading all the threads on this but still cant get my head around it.

I am on the online reward deal and as of yet i have not looked to move supplier. I am unsure whether to go to another fixed price tariff and may just hold out until all the big 6 have changed their prices and go from there. If i do this i will obviously be put onto the scottish power standard tariff. Now when i decide to move from that tariff will I be charged for soing so?

also if i decide to go ahead an fix my tariff it would be with edf as they are the cheapest for me at the mo, would i get charged cancellation fees as the actual switch is obviuosly going to be well into august?

any help would be so grateful