Switching to Scottish Power a disaster and they won't help

Carltonbp

I don't know what to do. I've noticed that company representatives do post on here so perhaps I'll get some help. Emailing and phoning doesn't get anywhere. I've gone to the ombudsman this evening. Summary below. Doesn't anyone know someone with a bit of brain power, ability that I can contact?

Summary of this mess below.

1. I switched my Gas and Electricity to Scottish power early Sept
2. They then proceeded to try and switch the wrong flat Flat C instead of flat B.
3. My irate neighbours correct this with their supplier and let me know
4. I contact Scottish power to confirm they are swapping the correct flat
5. I get a reply 5 days later telling me to log on to my account to be able to read the reply, an account I don't yet have access to because I don't have an account number as I'm not yet a full customer, they don't supply you with an account number until you're fully switched. I actually told them in the email I couldn't access my account yet they send a reply I have to access my accout to read - brilliant.
6 I email back asking again for confirmation
7. I get a reply asking me to confirm my address so it can be updated. They have my correct address, I supplied it when I signed up. I also supplied it in my previous email. I again reiterate the problem, supply address and to date have had no reply, that was 8 days ago.
8. I can't access my details on their site as they provided incomplete log on details on their welcome letter.
9. I then escalate this via their customer services on 23rd and 25th.
10. I get a call on 25th saying they'll call me back within 2 days that was 4 days ago. I can't get through to their call centre, been on hold for 15mins at 40p a min and gave up.
11. I then get a letter saying there's a problem with my gas transfer as my supplier Npower refused to change. I'm not with Npower my neighbour is.
12. I send another email on Sat 27th, no reply as yet.
13. I get an email today saying they've switched my electrcity supply, except I'm still with my original supplier who are completely unaware I've tried to switch, Scot Power haven't had a reading (I know this for sure because my meter has gone blank and is going to be replaced on 6th Nov) and now I'm getting charged twice or I'm paying for my neighbours electrcity. I've asked my neighbour to check although they said they'd told Npower not to switch.

I don't know what to do, when they do rarely communicate the replies are worthless, I can't afford to pay two lots of gas and electricty. I don't know how to resolve this as Scottish power are not going to. Dystopian nightmare

I don't know what else to do?

Thanks

Toxteth_OGrady

I would be tempted to go straight to Stage 3 here as you appear to be :wall:

http://www.scottishpower.co.uk/support-centre/service-and-standards/complaints.aspx

Start the subject line and first line of text in your email with "COMPLAINT"

Carltonbp

I've done that and there seemed to be no where else to go but ombudsman. Perhaps I need to also put it in writing, pen and paper not emails.

May my experience provide a warning to you. For what it's worth Atlantic which I'm switching from has always provided excellent service they just got too expensive.

dogshome

OK - Forget Emails & phone calls
WRITE to Scot Power heading the letter Complaint big and bold - Listing the saga you have through.
With this done Scot Power have to follow a set procedure, and if they haven't resolved it in 8 weeks you go to the Ombudsman

Scottish_Power

CarltonBP Please e-mail your details to [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and we will look into this for you. I'm so sorry for the problems you have had. We can sort it out for you. Thanks David @ ScottishPower

Carltonbp

scottishpower_company_representative wrote: »

CarltonBP Please e-mail your details to [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and we will look into this for you. I'm so sorry for the problems you have had. We can sort it out for you. Thanks David @ ScottishPower

David thank you but I've been emailing for over 3 weeks to contact us address and then the customer service director address. Now I've got to email another address, what's the difference?

I have had no contact for over a week now. Despite being told over 3 weeks ago that you were processing the wrong property over 5 times by me plus were contacted by my neighbour I've just discovered you have actually carried on and switched the electricity supply of my neighbour in the last few days. You haven't switched my supply you haven't even gotten in contact with my supplier. So I'm paying you and my current supplier for the same gas and electricity. And it doesn't matter how many times I call or email you do nothing to sort out a problem that you made and I'm paying the price for.

Richie-from-the-Boro

Carltonbp, you are writing in the thread, but did you do what David from ScottishPower told you to do ? - email him direct on the link he provided ?

Best of luck

Carltonbp

Richie-from-the-Boro wrote: »

Carltonbp, you are writing in the thread, but did you do what David from ScottishPower told you to do ? - email him direct on the link he provided ?

Best of luck

Yes of course I did, but it will just go to the same people. I've sent an update pointing out that I now have confirmation that they have actually gone ahead switched the wrong flat to all 3 email addresses.

I contacted the ombudsman last night I have no confidence in SP at all. It's beyond a farce

Richie-from-the-Boro

Carltonbp wrote: »

Yes of course I did, but it will just go to the same people. I've sent an update pointing out that I now have confirmation that they have actually gone ahead switched the wrong flat to all 3 email addresses.

I contacted the ombudsman last night I have no confidence in SP at all. It's beyond a farce

- it may turn out as you say, but ;

The reps on here have a very good record of drilling down and sorting a quick answer, not always the one you want but at least it is action and contact with someone who can make a decision or referral. Note - I wasn't being cheeky when I asked .. .. some people miss the significance of the 'blue' link !

Carltonbp

I've just told Virgin Media to cancel my account. 50% increase in prices in the last 5 years is just too much, tried to reduce it down but they claimed I couldn't as I was already receiving discounts despite paying the same as online prices for TV and BB despite only getting 10mb bb instead of 30mb.

Will be looking at feedback on companies before switching which is what I should have done before going to SP.

It's amazing how these things can take over your life and stress you out.

Scottish_Power

Carltonbp Please do send an e-mail to [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] we can at the very least get you an update on the situation. I am concerned that you have not heard from us in over a week. Thanks David @ ScottishPower