Customer service - I don't think so

Liz_Counsell

Had a very interesting conversation with a customer service representative from Scottish Power earlier this evening. I rang them to ask them not to increase my direct debit (gas and electricity) as I want to see what a full years usage is before making any changes.

I switched to them - using Switch with Which - last November after they offered me what seemed like a good deal, considerably cheaper than my previous supplier. So much better, in fact, that I called them to check they hadn't made a mistake. I was assured at the time that the estimate - based on a full years information from my previous supplier - was correct. Since then the account has moved further and further into debt - with my current debit being over £200. Luckily, being sensible, I've been putting the extra away in my own savings - better in my account than theirs.

Customer service rep today said the estimate would have been made by the switching site I used and they'd use their "guess" (his words, not mine). I asked why, when I queried the figure at the start, they hadn't checked themselves. No, they don't do that, they go by the switching sites figures. He then explained that all the sites make the deals sound better than they are in order to get their commission. So as they obviously know the estimates are false why didn't they check. Oh, they don't do that, they go with the estimate provided. Good customer service - I don't think so.

themull1

They did exactly the same with me, i since changed and went to edf, and had a better service from them.

Terrylw1

So, the supplier thinks they get out of the Standard Licence Conditions (SLC) that states they have to use all data available to them and explain your DD.

Sounds like you spoke to a right idiot.

The new supplier gets the Estimated Annual Consumption (EAC) from their contracted Data Collector, which tells them your expected usage. So, at this point they could review your DD and see it needs changing.

Scottish_Power

Hi Liz Counsell,

Can you please send me your details to [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and i can have a lok at your query

Thanks

Marie@scottishpower

jalexa

Liz_Counsell wrote: »

I rang them to ask them not to increase my direct debit (gas and electricity) as I want to see what a full years usage is before making any changes.

Not sure that is something you are entitled to demand. What should happen (and what you could insist on) is explained here...

http://www.scottishpower.co.uk/support-centre/payments/direct-debit-explained.aspx

Liz_Counsell

jalexa wrote: »

Not sure that is something you are entitled to demand. What should happen (and what you could insist on) is explained here...

Thanks for this. However, Scottish Power were happy to accede to my request (rather than demand). At least one point in their favour.