Energy Misselling guide discussion

edited 9 August 2011 at 7:06PM in Energy
66 replies 16K views
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  • doogeydoogey Forumite
    5 Posts
    Hi,
    I have been reading a few of the post so I am hoping I am in the right place.
    I am soon to move out of my property and want to close my account with Scottish Power. I moved into the property a year ago and phoned in August 2014 to set up payment for my energy supply. I was on a set amount of £25 every month and paid by direct Debit. In March 2015 the direct debit increased to £75 without my knowledge. Since moving into the property I haven't had any correspondence or bills so when the direct debit changed unexpectedly I phoned Scottish power to investigate. They explained an outstanding balance of £284.18 hence the increase.
    I have called regularly explain I have had no bills through the post and ask for the outstanding balance as well as to give a meter reading. Each time they would say that correspondence was marked as sent on the system. Sometimes they could give me the balance and sometimes they couldn't.
    On 11th June I had an outstanding balance of £177.08 and when trying to close the account on 23rd June they asked me for £277.46. When I questioned this amount they said they couldn't check as the account had been closed, they couldn't explain the standard rate of charge and pushed for the long card number on my card. I had to call back and get passed around a few times then to speak to someone more in the know (Brian). We were then able to establish that all mail had forwarded to an unknown address in Blackpool and suspiciously meter readings were high and didn't seem correct. I gave my current meter reading and whilst on the phone he said he was going back through to change a few readings that were wrong!?!?
    I have written a letter to them asking for a justification of charges. All in all i am unhappy paying an unforeseen amount in one go when it could have been organised better beforehand. Any advice on this would be much appreciated. Thanks
  • CardewCardew Forumite
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    I have written a letter to them asking for a justification of charges. All in all i am unhappy paying an unforeseen amount in one go when it could have been organised better beforehand. Any advice on this would be much appreciated. Thanks

    With their new computer, Scottish Power are a disaster area at the moment. If you don't get a satisfactory answer to your letter, write again headed 'Complaint' and then take the matter to the Ombudsman.

    Don't bother telephoning.
  • edited 26 June 2015 at 10:14AM
    footyguyfootyguy Forumite
    4.2K Posts
    edited 26 June 2015 at 10:14AM
    doogey wrote: »
    Hi,
    I have been reading a few of the post so I am hoping I am in the right place.
    I am soon to move out of my property and want to close my account with Scottish Power. I moved into the property a year ago and phoned in August 2014 to set up payment for my energy supply. I was on a set amount of £25 every month and paid by direct Debit. In March 2015 the direct debit increased to £75 without my knowledge. Since moving into the property I haven't had any correspondence or bills so when the direct debit changed unexpectedly I phoned Scottish power to investigate. They explained an outstanding balance of £284.18 hence the increase.
    I have called regularly explain I have had no bills through the post and ask for the outstanding balance as well as to give a meter reading. Each time they would say that correspondence was marked as sent on the system. Sometimes they could give me the balance and sometimes they couldn't.
    On 11th June I had an outstanding balance of £177.08 and when trying to close the account on 23rd June they asked me for £277.46. When I questioned this amount they said they couldn't check as the account had been closed, they couldn't explain the standard rate of charge and pushed for the long card number on my card. I had to call back and get passed around a few times then to speak to someone more in the know (Brian). We were then able to establish that all mail had forwarded to an unknown address in Blackpool and suspiciously meter readings were high and didn't seem correct. I gave my current meter reading and whilst on the phone he said he was going back through to change a few readings that were wrong!?!?
    I have written a letter to them asking for a justification of charges. All in all i am unhappy paying an unforeseen amount in one go when it could have been organised better beforehand. Any advice on this would be much appreciated. Thanks

    In regards to any unnotified change to your direct debit, you are fully protected by the terms of the Direct Debit Guarantee.

    You can't close an account - they will do it once the account has been settled.
    To settle the account you need to have paid off the FINAL BILL. This will we provided AFTER you have moved out or AFTER a switch to another supplier has occurred.

    If you feel you have cause for complaint, follow the suppliers complaint procedure. As you appear to have been unsuccessful by calling, then put that complaint in writing and request the response is also given in writing.
  • dianadoorsdianadoors Forumite
    17 Posts
    Sixth Anniversary 10 Posts Combo Breaker
    This is typical NPower had exactly the same.They told me they'd investigated it but I have now found proof that they did not,unfortunately it is too late for me to get proof!I have had nothing but hassle from NPower since the Mis selling,whilst I have done everything in my power to resolve the matter I was confronted with fake legal letters,Debt collection agencies and all for an open complaint.Don't mess with NPower is the message
  • dianadoorsdianadoors Forumite
    17 Posts
    Sixth Anniversary 10 Posts Combo Breaker
    What happens when you follow the complaints procedure and they continue to hound you!
  • dianadoorsdianadoors Forumite
    17 Posts
    Sixth Anniversary 10 Posts Combo Breaker
    I am pretty sure that taking money from an account without prior notice is unlawful,they did the same to me
  • dianadoorsdianadoors Forumite
    17 Posts
    Sixth Anniversary 10 Posts Combo Breaker
    I beg to differ.I was mis sold via the telephone.I did not know my consumption but I did know my monthly DD.Deliberately setting DD lower than previous supplier was a scam,used on thousands and NPower paid a fine of about 3.5 million.
  • dianadoorsdianadoors Forumite
    17 Posts
    Sixth Anniversary 10 Posts Combo Breaker
    dianadoors wrote: »
    This is typical NPower had exactly the same.They told me they'd investigated it but I have now found proof that they did not,unfortunately it is too late for me to get proof!I have had nothing but hassle from NPower since the Mis selling,whilst I have done everything in my power to resolve the matter I was confronted with fake legal letters,Debt collection agencies and all for an open complaint.Don't mess with NPower is the message

    My contention is that Npower quoted a ridiculously low price that they knew was far too low in order to steal a customer from a rival and then let them run up a huge bill then increase their payment from it's original £120 to £225 per month.

    I feel I have been massively duped and wondered what, if anything, I can do about it.

    All help is greatly appreciate
  • because of the stress of the inaccurate billing I've been a victim of for seven months?

    Scottish Power kept sending threatening reminders in the post of a balance allegedly due on a prepayment meter (over £200) since March 2015, after switching supplier to another company.

    Every phone call I made, they never were able to go to the bottom of the situation and explain what the cause of the debit was (on prepayment without arranged credit, there was no way to accrue over £200 debit).

    Just phoned them again and they eventually find out (in the time since my previous call in July) the missed payments and they are not claiming anything.

    Is it the right time for me to claim for compensation now because of all the trouble caused?
    If so, should I complain directly to the Ombudsman services, since the company seems to have sorted the situation? (although expecting/waiting for a final letter of settlement)
    Or should I wait for the final letter of settlement and complain to Scottish Power first and ask for compensation because of inaccurate billing?

    All advice much welcome. Thank you :)
  • SystemSystem Forumite
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    aristote33 wrote: »
    because of the stress of the inaccurate billing I've been a victim of for seven months?

    Scottish Power kept sending threatening reminders in the post of a balance allegedly due on a prepayment meter (over £200) since March 2015, after switching supplier to another company.

    Every phone call I made, they never were able to go to the bottom of the situation and explain what the cause of the debit was (on prepayment without arranged credit, there was no way to accrue over £200 debit).

    Just phoned them again and they eventually find out (in the time since my previous call in July) the missed payments and they are not claiming anything.

    Is it the right time for me to claim for compensation now because of all the trouble caused?
    If so, should I complain directly to the Ombudsman services, since the company seems to have sorted the situation? (although expecting/waiting for a final letter of settlement)
    Or should I wait for the final letter of settlement and complain to Scottish Power first and ask for compensation because of inaccurate billing?

    All advice much welcome. Thank you :)

    You cannot complain directly to The Energy Ombudsman: you have to follow the supplier's complaints procedure. Put your complaint in writing. If you do not accept the supplier's offer of remediation then you can refer the matter to The Energy Ombudsman after 8 weeks. Then, I am afraid, you will just have to wait. I submitted a complaint to the Ombudsman in June: 3 1/2 months later, I am still waiting for their adjudication. I suspect that they are rather busy at the moment!!
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