Scottish Power Cannot/Will-not change final meter reading from estimated value.

ginga-ninga

Just to clarify for everyone who has various questions:

Scottish Power sent me a closing electricity bill which clearly states that it is uses estimated readings and that they will amend the bill if they get final readings from the new suppier (EDF).

I had already provided actual readings to EDF on my change-over date. SP's estimated bill came out about a month later, so I don't know why they didn't use the readings provided by EDF...

When I'd heard nothing from SP, I thought I'd make a simple call to prompt them, since their bill shows closing read as being about 50 units higher than EDF opening read - ie SP have billed me 50 additional units and EDF have also billed me the same 50 units (ie kWh of electricity)

EDF tell me that they cannot resend the reading unless they raise a dispute which is only possible if the readings differ by 250 or more. SP tell me that they "cannot" review my final bill and in any case would not unless the difference is at least 250 units.

I re-iterated twice to both companies (2 calls to each company, different CSA each time) that as far as I was aware, they had to agree on a single reading between them and that had nothing to do with any 250 threshold - everyone disagreed with me (so thanks for clarifying that, Marie).

It's not a lot of money, just don't understand:
1. how the process can go wrong so that readings do not match when I have only ever provided a single read
2. why SP would bill me with estimated readings when they were sent the actual reads almost 1 month prior
3. why SP estimate bill states that the bill will be adjusted if they get actual read from EDF, but apparently train their CSA's that no adjustments will be made unless the 250 threshold is breached to allow a dispute to be raised

...and thanks for your replies everyone and for your input from SP, Marie. Not the best process that I should have to raise a complaint to get something that should be automatic or require nothing more than a prompt if it has stalled, but will do

jalexa

ginga-ninga wrote: »

It's not a lot of money, just don't understand:
1. how the process can go wrong so that readings do not match when I have only ever provided a single read
2. why SP would bill me with estimated readings when they were sent the actual reads almost 1 month prior
3. why SP estimate bill states that the bill will be adjusted if they get actual read from EDF, but apparently train their CSA's that no adjustments will be made unless the 250 threshold is breached to allow a dispute to be raised

well (3) is explained by "a little knowledge is a dangerous thing".

Regarding 1 & 2, something has gone wrong, probably only one thing, but it is impossible for the customer to determine which party was responsible.

*If* the Edf opening bill has the reading you passed (have you posted confirmation of that?) I would attempt to stick responsibility on Scottish Power only using the complaints procedure. They may not (genuinely) be to blame but the complaints procedure gives them the opportunity to represent their considered position in writing, AKA shooting themselves in the foot.

The "bottom line" for you is that you should not be subjected to "detriment". That is an important and "killer word" to work into your complaint. Work out the cost of the "detriment" and state it clearly in the Complaint. If it is a reasonable amount Scottish Power would be stupid not to settle with an ex-gratia award because an Energy Ombudsman referral is free to you but not free to the supplier. I cannot however say that suppliers are not stupid.

steph100

The issue belongs to EDF. When a COS takes place, it is the INCOMING suppliers rsponsibility to provide a final read in this case EDF to your previous provider. Sounds to me like, you let both parties know the final reading and your old provider used this to bill you. WQhen they received the flow from EDF the reading was different which is why you received a further bill. After you contacted EFD the agent probably amended the opening read but failed to arrange for a new data flow to be sent so your old provider could update their records. If its below the 250 units this process can be dealt with by the two providers verbally over the telephone.

You say that you let both parties know the final reading well in advance and this could be where the problem has occured. The window for accepting a meter reading from the consumer is I beleive 5 days either side of the COS date for electric, and I beleive (am willing to be corrected if wrong:0) only 2 days either side of the COS date for ghas. So if you provided readings to EDF before the window started they wouldnt have used them and an estimated reading would have been generated. However, as EDF have the responsibility for providing the reading any complaint should go to them.

steph100

Apologies for the spelling have a broken arm, typing not quite as easy as I thought lol.

Scottish_Power

Hi ginga-ninga,

The offer of help is still here, If you give me your details through the e-mail address [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL], it will be easy for me to determine back to you what has happened. I will also call EDF and ensure both parties are billing to the same open close reading.

Thanks

[EMAIL="Marie@ScottishPower"]Marie@ScottishPower[/EMAIL]

ginga-ninga

scottishpower_company_representative wrote: »

Hi ginga-ninga,

The offer of help is still here, If you give me your details through the e-mail address [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL], it will be easy for me to determine back to you what has happened. I will also call EDF and ensure both parties are billing to the same open close reading.

Thanks

Marie@ScottishPower

Thanks, Marie - have just done that. Not sure if you are the only one who will look at the onlinecomplaints email, but I have summarised the issue so that anyone would hopefully understand. Will be interested to know what you find out

ginga-ninga

Thanks Steph100, but I think you missed this bit:

ginga-ninga wrote: »

.
I had already provided actual readings to EDF on my change-over date. SP's estimated bill came out about a month later, so I don't know why they didn't use the readings provided by EDF...

Readings provided only to new supplier, within 5 days of the changeover date - all process followed perfectly from my end as far as I know...

steph100

ginga-ninga wrote: »

Thanks Steph100, but I think you missed this bit:


Readings provided only to new supplier, within 5 days of the changeover date - all process followed perfectly from my end as far as I know...

Be interesting to see what Scott Power say, they would have only used the estimated meter reading if they received a flow from EDF confirming that read. Let me know what the response is:)

Terrylw1

scottishpower_company_representative wrote: »

Hi ginga-ninga,

I can have a look at this for you just e-mail me at [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL].

To clarify the process, the incoming supplier should give the old supplier a meter reading and both parties should end and begin on the same reading, these readings should never differ in any way.

The 250 units you refer to is the disputed thresholds, for example if both suppliers have the same reading but either party dispute the reading this can be disputed by providing back up readings. If this is less than 250 this cannot be raised.

Hope this clarifies this issue.


[EMAIL="Marie@ScottishPower"]Marie@ScottishPower[/EMAIL]

By backup reading, are you referring to new Data Collector obtaining a reading from the site to allow them to Deem a switch reading to resolve the disputing suppliers?

Terrylw1

If EDF used your switch reading to open your account, ask them if when they sent your reading to their Data Collector, it came back as Validated.

If it was Failed, that agent would Deem a new one.

So, it could be that SP have estimated when they should have used the Validated reading. This would mean a complaint as they can't charge you for this.

Or, it could be that SP are using a Deemed reading and EDF should have changed your opening reading. In which case, your complaint is against them.

Finding out that one fact about the switch reading will tell you who is at fault.

Another fact to consider to assist your complaint is that the suppliers only pay up to that switch reading that is Validated. So, any supplier who overlaps is attempting to charge you for energy that they are knowingly not purchasing.