Scottish Power are driving me nuts

Scottish_Power

Hi backfoot,

please see answers to your points as below

1. The account should balance on the anniversary of the account – however, if a customer has a change in their circumstances close to that point (e.g. new meter readings indicating a significant change in consumption – perhaps caused by the weather or a change in the number and nature of occupants in their property; a tariff increase, whether caused by a general price increase, or when a customer moves from one product (e.g. Capped deal) to another) – then it would be unfair to load a large increase into a short period, so the review will look to spread that cost over a rolling 12 month period.
2. No change in policy.
3. See point 1.
4. Yes.
5. Yes, all customers receive an annual review and receive a full statement, either via post or email (if they have an online account). It is produced on or around the anniversary date.
6. At an annual review, all customers receive a full statement, as referred to above. At this point our aim is for a customer’s account to balance and, if a change to the DD instalment is required, we will advise the customer and change the instalment. At a quarterly review, we only contact a customer if a change is required to their DD instalment.
7. In order that small changes are not made to a customer’s DD instalment amount, at quarterly reviews we allow a parameter of 12% where we wouldn’t change a customer’s DD instalment amount.
8. See point 5.
9. Yes.

In general the process works for the vast majority of our customers, who see the Direct Debit payment scheme as an effective way of spreading energy costs across the year and budgeting accordingly. We are always happy to discuss with customers any issues they have with their accounts
Thanks [EMAIL="Marie@ScottishPower"]Marie@ScottishPower[/EMAIL]

backfoot

Thank you Marie. :T

Will absorb the information and relate it to my account with you.

backfoot

My contract started on the 19th July 2011.

I had one review after six months, which arrived at a sensible DD but for totally incorrect reasons.i.e a brought forward target date and an incorrect low gas estimate.

An advisor couldn't explain either issue and promised to ring me back. They didn't.

I have an online account with a valid email.

No information has been received regarding an annual review or an Annual Statement.

In relation to the OP's experience, the policy reiterated above, indicates only an anniversary target date for a zero balance.

There is no mention of a rolling 12 month zero balance. Such a policy would require constant quarterly changes of above 12% being the parameter explained.

Beverley_Bill

Another quick update, my friends had a call today from the MSE Scottish Power Rep and it was the outcome they expected, there had been an oversight or an estimated bill gone astray and they are entitled to a refund. Thanks Marie.

Scottish_Power

Hi backfoot,

Can you please provide me with your details at [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and i can have a look at this issue.

Marie