Have ScottishPower made a huge error to my benefit?!

doublebill

Hi all,

After swapping my duel fuel direct debit account from e.on to SP's 2014 fixed scheme in October, it turns out they've made a big mistake, and I'm just wondering if it's to my benefit:

After giving them meter readings etc when I joined and then started with them from Oct 31st, they've got me down as having a prepay gas meter and I have a hundreds of pounds bill/debit with them - I've called them and asked them how that's possible but they don't know.

The usual problems then started - callbacks that never came, me having to call them up every time, explain the whole thing to someone new, them not knowing what to do and being offhand, being passed around to different people.

I just kept asking why they did this when I've been on a direct debit scheme for my previous two suppliers, and more importantly, how I can build up such a large bill on a prepay account?! They haven't been able to answer me yet.

As that plan doesn't have an exit penalty I'm more than tempted to switch away, and complain to the director/ombudsman about being sent bills for amounts that are obviously a lot higher than what I should have been paying on an online direct debit plan (of which they have no clue, despite using Uswitch to move to them with!).

Is that the right thing to do? Could I close my account and argue that it isn't possible to build up a bill of hundreds of pounds on a prepay scheme that states the only way to pay is in advance?!

Any advice much appreciated, this is totally confusing me (and them it seems! I don't know who else to ask!)

Thanks,

Bill

good_advice

Hiya, Scottish Power are very good at calling back. I have never had a problem.

I would not switch away. try phoning again or writing a letter.
They have you down as on a meter? are you?

If you close the account you will get a final bill. If it is not sorted the dept collectors may send letters!!!!

Hopefully the SP rep on here will be along to sort it all out for you.

Best wishes...

Wywth

doublebill wrote: »

Hi all,

After swapping my duel fuel direct debit account from e.on to SP's 2014 fixed scheme in October, it turns out they've made a big mistake, and I'm just wondering if it's to my benefit:

After giving them meter readings etc when I joined and then started with them from Oct 31st, they've got me down as having a prepay gas meter and I have a hundreds of pounds bill/debit with them - I've called them and asked them how that's possible but they don't know.

The usual problems then started - callbacks that never came, me having to call them up every time, explain the whole thing to someone new, them not knowing what to do and being offhand, being passed around to different people.

I just kept asking why they did this when I've been on a direct debit scheme for my previous two suppliers, and more importantly, how I can build up such a large bill on a prepay account?! They haven't been able to answer me yet.

As that plan doesn't have an exit penalty I'm more than tempted to switch away, and complain to the director/ombudsman about being sent bills for amounts that are obviously a lot higher than what I should have been paying on an online direct debit plan (of which they have no clue, despite using Uswitch to move to them with!).

Is that the right thing to do? Could I close my account and argue that it isn't possible to build up a bill of hundreds of pounds on a prepay scheme that states the only way to pay is in advance?!

Any advice much appreciated, this is totally confusing me (and them it seems! I don't know who else to ask!)

Thanks,

Bill

Why don't you just get it sorted out properly?
Switching will not be easy unless you do sort things out, and there could be adverse affects applied to your credit history file.

chanz4

It may be xoserve/ ecoes is showing you as having a pre-pay and this needs updating, you can build a debt up on a pre-pay by not topping it up also.

Inregards to not chassing it and telling them you have a credit meter...well you will not get backbilling

doublebill

Apologies if I didn't make it clear - I've got a 'normal' billed meter, and have been calling SP customer services to try and get it 'sorted properly' for a long time, but they don't know why and aren't making much effort to find out why... I'm reluctant to keep calling a 0845 number for more than 30 minutes each time to be met with indifference and promises of callbacks that don't come about.

I understand this isn't a situation that many (any?) would have experience of. I'll try a bit more then swap away and get in touch with the ombudsman to sort out the over-billing.

Wywth

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

herewegoagain2010

If you google saynoto0870 and then search on scottish power you should find a freephone number to save your bill. As others have said I wouldn't leave until it's resolved though x

doublebill

Yep, thanks all. Will report back if/when I hear back from SP (easily the worst energy company I've dealt with, and I've only dealt with them for a few months). Ho-hum...

Richie-from-the-Boro

doublebill wrote: »

Apologies if I didn't make it clear - I've got a 'normal' billed meter, and have been calling SP customer services to try and get it 'sorted properly' for a long time, but they don't know why and aren't making much effort to find out why... I'm reluctant to keep calling a 0845 number for more than 30 minutes each time to be met with indifference and promises of callbacks that don't come about.

I understand this isn't a situation that many (any?) would have experience of. I'll try a bit more then swap away and get in touch with the ombudsman to sort out the over-billing.

- SP do call back from your 'online request'
- go to your online account and request a callback
- they do call back at their expense
- if you did manage to wangle a switch it [the debt] would follow you
- and when it does you would be forced to have a 'pre pay'

doublebill

alright, thanks. I'm going to happily settle the debt, as long as it's billed at the online direct debit plan that I signed on to (which can be verified by Uswitch), then I'll switch away. I doubt I'll have to be on a prepay meter, I've never had one. I'd certainly be on to my solicitor if that happened.

Richie-from-the-Boro

doublebill wrote: »

alright, thanks. I'm going to happily settle the debt, as long as it's billed at the online direct debit plan that I signed on to (which can be verified by Uswitch), then I'll switch away. I doubt I'll have to be on a prepay meter, I've never had one. I'd certainly be on to my solicitor if that happened.

doublebill, no one is having a go at you my friend, all posts without exception have given you good advice. Unless the debt is cleared its unlikely you would ever get a 'completed' switch with or without a pre-pay meter. What usually happens is .. .. you appear to get the desired switch, only to find weeks later .. .. that its been blocked by your current provider. Best of luck !