Scottish power failing to transfer

backfoot

My mother was on SP's Fixed Online Product January 2013. It ended on 31/12/12 and in November they sent an email with details of what would happen next.

In late December she opted (via me) to use the link on the email to transfer to Fixed Online May 2014. A confirmatory screen was shown showing the transfer was actioned.

When her account only showed standard online, I feared the worst and queried it with them. Instead of responding appropriately they simply said it was no longer available and the best bet was Fixed Online Sept 2014.

Useless once again. A simple process messed up and a pathetic attempt at a customer service response.

Anyone else suffering the same problem?

backfoot

Any explanation from the SP Rep?

Scottish_Power

backfoot can you please send me details of this so I can put the account on Fixed Online May 2014. [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] Whilst its true that the product expired clearly you had requested it in good time and there has been an error somewhere in putting the product on the account.

Thanks David

backfoot

Thanks David,

I had contacted your Customer Service again and had been told I could be transferred to the September 2014 product and this would be backdated. I was told that the September product was cheaper than the May one. I hadn't had time to check it out so accepted the advice and agreed.

Checking the account, it now shows the May 2014 product! I don't know whether this is the original application being processed? It's all very confusing.

I will send the account number to you and perhaps you can advise please.

As usual, I am using the forum to try and unravel any system problems for the benefit of other customers and yourselves.

backfoot

Issue resolved by David, the SP Rep.

:beer:

Atidi

backfoot wrote: »

Useless once again. A simple process messed up and a pathetic attempt at a customer service response.

'nuff said.

Atidi

backfoot wrote: »

...As usual, I am using the forum to try and unravel any system problems for the benefit of other customers and yourselves.

What system problem have you unravelled exacty? Perhaps that not all humans are perfect? :cool:

backfoot

Atidi wrote: »

What system problem have you unravelled exacty? Perhaps that not all humans are perfect? :cool:

From a system point of view, it appears that SP have delays in processing transfers. From previous knowledge, applications are placed on something they call 'a landing sheet' for later processing.

If processing is delayed then the online system reverts to the standard tariff. After two weeks, I thought it was time to follow it up in case I had been completely missed.

On enquiry, the CS Advisor indicated they didn't have my application and that the tariff selected was no longer available and left me in the air.

It is up SP to address these issues, but my assessment is that they have an inadequate manual system which causes processing delays and results in further work because customers make complaints and queries. A seamless IT solution should exist.

I would also be concerned that the staff are not adequately trained to know what their own systems currently are and should be more helpful in explaining and providing a suitable solution and a CS response. David, the Rep did so after he intervened.

Humans do make mistakes.but I believe that there are a number of manual processes used by SP that cause problems and increase errors. There are similar problems with Exit Fees.

Perhaps David can fill in any gaps and what they are doing about it.

As I said my own issue is now resolved.