Scottish power removing customers from online energy tariffs due to computer error

Wheeze_2

I received a letter from Scottish power who said they had removed me from their online tariff because I had not provided an email address. This was incorrect and I have been receiving email from them.
The letter said I could log on and select a new (presumably more expensive) tariff and gave no contact number to call.

I phoned today (after getting a number from their website) and the very apologetic man said that due to a computer error, lots of people had been affected by this (1000?) and I have now been transferred back to the right tariff.

Am I being cynical to suspect this was a ploy to transfer people to a more exensive tariff?

If anyone has received a similar letter, please call them on 0845 270 6543.

Scottish_Power

Hi Wheeze,

This was a computer error which we have now rectified and put a process in place to re-add customers to the tariff they were on prior to the error.

Kind regards

Graeme @ ScottishPower

backfoot

This was raised with SP some time ago and it is still going on. :wall:

https://forums.moneysavingexpert.com/discussion/comment/47292827#Comment_47292827

roys

Well its happened to me and my letter was dated 22/9. Started a bit of email correspondence with persons presumably not on this continent due to their names and poor standard of english. Mind you my wife has that problem with young persons down at HBOS.
After seeing this thread I have put a complaint in as I am assuming its a way of removing folk from older plans with better discounts to newer ones with less discount.
Do not ring them as it is a premium rate number.

ClaireRedHair_2

Question for the Scottish Power representative, or anyone who knows much about Scottish Power:

I recently switched to Scottish Power online energy saver 15 tariff from EON/EDF. I received the welcome letter but have not heard anything since. When I log into my account, I am in 'stage one' of the switch.

I understand that this tariff has been discontinued- does this mean withdrawn to new customers but still available to me, or withdrawn from existing customers too.

If the online energy saver 15 tariff is being withdrawn from me too, which tariff will Scottish Power be placing me on now?

Scottish_Power

Hi ClaireRedHair,

As you sigend up to Online Saver 15 this is the tariff you will be billed on once on supply. When we withdraw a tariff it is only withdrawn to new applications.

Kind reagrds

Graeme @ ScottishPower

karenann40

Hi, my elderly mother has just received a letter saying they were unable to contact her via email concerning her online energy account, therefore have removed her from the online energy service. This means they will now send paper bills & no longer receive the online discount. The letter has no contact details on it at all & is also dated 25th Dec. It has my Mothers address on it, but no name. Would Scottish Power really send a letter out on Christmas Day??

I have read previous posts, but none apply to my Mothers situation. Hers being, she has never had an email address, never had a PC, has never registered for online service with Scottish Power AND NEVER had a Scottish Power account.. Why has this letter been sent? She is now worried she is going to get a bill for energy she has paid for through another energy provider. I have tried registering again putting the account number on the letter & her postcode but it isn't recognised...

I will be ringing SP on Tuesday as soon as they open, but thought anyone here can advise in the mean time...

Thanks Karen

SnakeDoctor_2

scottishpower_company_representative wrote: »

Hi Wheeze,

This was a computer error which we have now rectified and put a process in place to re-add customers to the tariff they were on prior to the error.

Kind regards

Graeme @ ScottishPower

Anyone who knows anything about computers knows that they are incapable of making mistakes. It's the people who use them that make the mistakes.

backfoot

https://forums.moneysavingexpert.com/discussion/3690459=

Another associated thread.

About time SP resolved this ongoing faux pas.

SYNERGY

karenann40 wrote: »

Hi, my elderly mother has just received a letter saying they were unable to contact her via email concerning her online energy account, therefore have removed her from the online energy service. This means they will now send paper bills & no longer receive the online discount. The letter has no contact details on it at all & is also dated 25th Dec. It has my Mothers address on it, but no name. Would Scottish Power really send a letter out on Christmas Day??

I have read previous posts, but none apply to my Mothers situation. Hers being, she has never had an email address, never had a PC, has never registered for online service with Scottish Power AND NEVER had a Scottish Power account.. Why has this letter been sent? She is now worried she is going to get a bill for energy she has paid for through another energy provider. I have tried registering again putting the account number on the letter & her postcode but it isn't recognised...

I will be ringing SP on Tuesday as soon as they open, but thought anyone here can advise in the mean time...

Thanks Karen

She is now worried she is going to get a bill for energy she has paid for through another energy provider.

First thing to do, today, is take a note, and a photo if possible, of your mums meter readings and the meter serial numbers.

Then take a note of the account numbers of her gas and electric providers and the date and readings of her last bills.

As soon as you can, tomorrow? phone your mums actual providers and ask is she still a customer, explaining the odd letter you have received.

Doing all this may appear a little over the top, but over the years, on here, there have been many instances of people having their utilities mysteriously changed to other companies without their knowledge or permission.

In some cases, what simply started as a typo, a single transposed letter or number, ends up a 1000 page novel, before it all gets sorted.

A few moments gathering this info now can be beneficial if things do go pear shaped.

Some have been down to typos at the utility companies end incorrectly inputting a new customers address, cold telephone, or doorstep callers appearing to be inquiring about gas/elec usage but actually signing you up to a different company, reps at shopping areas doing the same.

Ask your mum, has she spoken to anyone at all, outside her normal circle of friends about gas and electricity, as above.

Hers being, she has never had an email address, never had a PC, has never registered for online service with Scottish Power AND NEVER had a Scottish Power account..

Are her present suppliers an online account, via yourself perhaps, or totally paper based ?

I have tried registering again putting the account number on the letter & her postcode but it isn't recognised...

Do not try to register what ever you do, there should be no need, she isn't, or shouldn't be a customer.

Registering will only complicate matters.

Try a phone call to her present supplier/s, to confirm that a change of supplier isn't pending, ask them to confirm whatever they say in writing.

Try a phone call to Scottish Power to ask why she has got the letter, again ask them to confirm whatever they say in writing.

Take a note of times, dates and names.

Scottish_Power

Hi Karenanne40,

I am sorry for the distress this is causing your mother and will do my best to help as best i can.

Can you please send an e-mail in with your mothers property details and and reference shown on the letter she has received to allow me to investigate this for you.

The e-mail address is [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL]

Thanks marie @scottishpower