Scottish Power - Nonsense Letter re Online Discount Withdrawal

backfoot

Scottish Power are sending out letters to customers on their Online Energy system stating that online discounts are to be withdrawn.

This is apparently due to them not holding a valid e mail address.

I have held a valid e mail address on this account since it was switched. I have also accessed the system regularly using it as login details.

When you ring,(0845) you are told that it is a system error and nothing is wrong. The error happened 3 weeks ago and they are still sending out letters (25/8).

I have lodged a formal complaint but she just said sorry.

What are you playing at Scottish Power?

Are customers advised to ring in or just ignore?

chanz4

not sure apart from apologise you want them todo?

backfoot

chanz4 wrote: »

not sure apart from apologise you want them todo?

Read the last sentence of my post. I am trying to get advice from SP what other people affected should do.

I also wanted to record the bad service received both as a complaint and here in the hope that matters will improve for the future.

What's your contribution?

Scottish_Power

Hi backfoot,

We have a fix in place to prevent customers accounts being removed from the only system and the e-mail addresses re-added. I understand the frustration caused by this as we are sending customer who have recevied many e-mails from us a letter advising that we do not hold a valid e-mail address.

My advice to any customer would be if you receive one of these letters not to worry, however if you wish some reassurance you can e-mail me at [EMAIL="onlinecomplaints@scottishPower.com"]onlinecomplaints@scottishPower.com[/EMAIL] and I can check your account.

Kind regards

Graeme @ ScottishPower

backfoot

Thanks Graeme,

Shouldn't the letter be redrafted anyway? Even if an incorrect e mail address was held (say a typo or someone changes), then for a first occasion the letter is quite OTT.

'As a result,this means that you will no longer receive your online energy discount and will receive paperbills instead.'

In this case, customers who haven't done anything wrong whatsoever,get this tone and threat.

backfoot

Graeme,

So do Scottish Power think this is an acceptable tone to use towards your customers?

Scottish_Power

Hi Backfoot,

Sorry I missed your response.

I accept the point you are making, all of our letters go through numerous checks before they are signed off. What I will do is raise this with the area that agree to the letters wording and if they agree a change may be implemented.

Kind regards

Graeme @ ScottishPower

eschaton

Scottish Power do what they like.

They send e-mails out missing out very important information and think it is ok to apologise for !!!!ing up later.

backfoot

I just wondered if it was alright for me (and others) to submit an invoice to SP for £51 for this procedural problem ?