Scottish Power - any advice?

brummiebabe

Wonder if anyone can advise what I can do next.

I left Scottish power in Sept (electricity & gas) - had my final bill for the gas in October and I was £115 in credit. Signed into my online account (which was suspended) - but there was a note that any refunds would be sent by cheque within around 2 weeks. However, I've received nothing.

I called customer services (when they eventually called me back) almost 2 weeks ago. Was told initially that the payment hasn't been processed yet & that this "could take some time." Advised what was stated on my online account.....but he laughed & said, oh no it takes much longer than that. Asked to speak to someone senior but he went off & spoke to someone - and miraculously my cheque had somehow been processed and it would be with me within 2 weeks. I queried how it was not processed one minute & then had suddenly been sent out the next - but got no clear answer.

I was unhappy about waiting 2 weeks (bearing in mind I'd left their company around 6 weeks by this time) However, I've waited......& waited.......surprise surprise - no cheque has appeared.

The 2 weeks is up on Friday & I fully intend to phone back....but what can I say & what rights do I have. I'm really unhappy with this but want to be clued up about what I can do, before I make the call.

Any advice anyone??

Atidi

brummiebabe wrote: »

Wonder if anyone can advise what I can do next.

I left Scottish power in Sept (electricity & gas) - had my final bill for the gas in October and I was £115 in credit. Signed into my online account (which was suspended) - but there was a note that any refunds would be sent by cheque within around 2 weeks. However, I've received nothing.

I called customer services (when they eventually called me back) almost 2 weeks ago. Was told initially that the payment hasn't been processed yet & that this "could take some time." Advised what was stated on my online account.....but he laughed & said, oh no it takes much longer than that. Asked to speak to someone senior but he went off & spoke to someone - and miraculously my cheque had somehow been processed and it would be with me within 2 weeks. I queried how it was not processed one minute & then had suddenly been sent out the next - but got no clear answer.

I was unhappy about waiting 2 weeks (bearing in mind I'd left their company around 6 weeks by this time) However, I've waited......& waited.......surprise surprise - no cheque has appeared.

The 2 weeks is up on Friday & I fully intend to phone back....but what can I say & what rights do I have. I'm really unhappy with this but want to be clued up about what I can do, before I make the call.

Any advice anyone??

Has Scottish Power issued you with your final bill yet?
Any accrued credit shown on that final bill is usually issued by cheque shortly thereafter.

I've no idea why, if you have a final bill, there would be such an undue delay in issuing your rebate. You can only ask them for a better explanation, and a time for when they think they will be able to issue the cheques if still they haven't, or by when at the latest you should expect to receive it if they say they have already issued it.

Good luck!

brummiebabe

The date of my final bill is the 16th October.....I shall phone them on Friday but I don't understand what's happening....have never encountered this when switching before! Need to get it resolved though as I need the money!!!

jalexa

brummiebabe wrote: »

there was a note that any refunds would be sent by cheque within around 2 weeks. However, I've received nothing.

I recommend you raise a formal complaint in writing or by email. The grounds are simple, they have failed to achieve the 2 week timeframe you were promised. Keep it simple, that's all you need to refer to.

brummiebabe

That's a good idea.....will do that!!! Thanks

Scottish_Power

I am one of the ScottishPower company reps on this forum, if you email me at [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] I will look in to this for you. Regards Gerry

undaunted

I suggest you write and demand your refund within x days. State that you were promised 2 weeks, it's been 8 weeks already and therefore if your money isn't forthcoming you will refer the mater to the Energy Ombudsman (this will cost them money - about £350 I believe)

brummiebabe

scottishpower_company_representative wrote: »

I am one of the ScottishPower company reps on this forum, if you email me at [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] I will look in to this for you. Regards Gerry

I have emailed you. Thankyou for offering to help.

brummiebabe

undaunted wrote: »

I suggest you write and demand your refund within x days. State that you were promised 2 weeks, it's been 8 weeks already and therefore if your money isn't forthcoming you will refer the mater to the Energy Ombudsman (this will cost them money - about £350 I believe)

I will do this if it is not resolved - thankyou.

brummiebabe

Gerry (Scottish Power rep) has looked into this for me - apparently the cheque was sent out last Friday (a week after I was advised it was.) I should be receiving the cheque over the next couple of days. He is taking the other issues & investigating them further. Thanks Gerry:T & everyone who offered advice. Will post to celebrate once the cheque actually arrives!! :rotfl: