Add your feedback on energy supplier Scottish Power

vbobble

We went through cheap energy club six months ago to change power supply duel fuel tariff from Npower to Scottish Power. We received our cash back for changing in January but was still receiving ever more threatening bills from Npower saying they were still supplying us with electric. It has been very difficult getting hold of any body at Scottish Power as since the storms we have had no phone line or internet so have been calling on my mobile to try and sort it out but only last week they admitted they were billing us for a different electric meter and had never taken over from Npower! I told then they had two days to sort out taking over the electric supply and they promised to sort it and call me back the next day. Haha still haven't heard from them so much for customer service!! I must add that we had been paying both companies for energy by direct debit but stopped in January when they could not decide who was supplying me fuel prices are high enough without paying twice! So for now I will just wait and see if SP will call me back or I will have to try and contact them again on a very expensive mobile call.

Froglet

vbobble i assume you don't get 0800 numbers free on your mobile ? Because there are numbers you can use for SP this way?

welcome to this fantastic forum by the way.Stick with us, you can save big time!!

Rebob

Just started the change to OVO on the energy club to ensure my energy stays low as the scottish power deal I am on is slightly more expensive and due to finish in a few months.

I have had no problems using the online billing so far but after the first month I did not get any reminders to enter my meter readings so have not been entering them enough really. Luckily I tend to pay slightly more than my bills to cover extra usage etc.

I am hoping, after reading the above comments, that the switch goes well.

POLAR_BILL

Rebob wrote: »

Just started the change to OVO on the energy club to ensure my energy stays low as the scottish power deal I am on is slightly more expensive and due to finish in a few months.

I have had no problems using the online billing so far but after the first month I did not get any reminders to enter my meter readings so have not been entering them enough really. Luckily I tend to pay slightly more than my bills to cover extra usage etc.

I am hoping, after reading the above comments, that the switch goes well.

I had reminders for the first three quarters but nothing now for six months so I haven't supplied any readings. I don't intend to until they ask as they haven't indicated it is my responsibility. I am on a new fix now so I know my direct debit will need increasing but it is better in my account than theirs.:):):)

jayson043

• Its slow progress if you contact them via online.They reply typically after 5 days and don't provide a answer. They send a template email.
• Increased my monthly DD from £60 to £90. Previously I was balanced on my account, now I am in credit equal to the amount of overpayments.
• Wouldn't engage on the DD increase.

• Could not explain what was a straightforward question about my bill.

• Been contacting me 3 times in the last week trying to get me to stay with their supply. Although I have clearly stated I am not interested.

Tokalosh

I made the terrible mistake of changing to SP in December last year, all went fine to start with, agreed the my monthly DD would be £102 per month.
All was fine up until Saturday when i receive an e-mail, basically saying that they are increasing my DD to £223 per month !!!!!!!!!!!!!!
I went to my account to double check my meter readings that i uploaded on March 8th and relised that the Gas reading for one reason had not been registered however the elec had - as you may know you cannot only put one meter reading in if you are a dual customer - and i had an automated e-mail confirming that both my readings had been received.
I then sat on hold for 45 mins on sat morning for someone to answer the phone, nothing no one answered.
i then found e-mail address for customer services and all sorts of CEO' s and directors of SP, todate no one has bothered to contact me.
Again today i waited 20 minutes and got through to a man at SP who took forever to upload my meter readings again, as SP had estimated my gas at being roughly 800 units over what i have actually used. This guy finally said yes that my DD would now be £189 pm !!!!!!!!!!!!!! i asked him was he mad, how can it be that much and asked to raise a complaint, after what seemed like forever he gave me a ref number and told me i had to call back and ask for CS - GRRR this i did, after waiting for 45 mins for the call to be connected, i spoke to a lady, i gave her complaint number and she asked for address which i gave her but she did not get the postcode so said it again, she then told me to say it slowly as she could not hear me,so i gave the postcode to her very s l o w l y to ensure she understood me, she then stated there was no reason to be rude and promptly hung up on me !!!
I have again e-mailed every man and his dog at SP, and guess what, no one has bothered to reply to me.

TBH i cannot afford to pay such a huge DD every month especially as i know that i do not use the amount of fuel they are estimating that i will use - they seem to have a mis functioning crystal ball - i have no alternative but to cancel my DD within the next 4 days if i get no response or a person with any common sense, and quite frankly i need to have money to feed my family not for SP to keep in their bank account.

STAY AWAY FROM SCOTTISH POWER

POLAR_BILL

Tokalosh I think I spoke to the same man today when He took forever to upload meter readings. My bill was due on 19th December but they hadn't asked for readings. He came up with a debit balance which seemed close to my calculations in total but the electric seems way over and the gas short. Interesting to see what the invoice shows when available in 3 days. My call was surprisingly answered immediately! However when I rang back later regarding warm home discount applied for 2 months ago, the waiting time was 39 to 60 minutes but I was given the call back option without losing my place in the queue. The first phone number they gave me didn't exist anymore, hence the need to ring them back. Now waiting for a call back from the warm home team. Not holding my breath though as I have heard nothing in the 2 months since I applied.

Day later they called back and gave me another phone number which I called. They said I should get credit to my account end of March and they appear not to be going to ask for any paperwork as proof of entitlement.

bryan.steiner

I am totally disillusioned with ScottishPower. I changed April 2013 and was extremely happy with the initial service. I corresponded with their MSE contact, found on this forum, and he assisted me by return every time. Email requests for meter reading were received up until October and notification that my bill was online was received. When I checked this they had reduced my direct debit by a few pounds and I telephoned to request that it be reinstated at the previous higher amount as the winter period was coming up. I was assured this would be done. My next bank statement showed that this promise was NOT actioned.

No further requests for meter readings have been received - we are now 6 months down the line. I accessed my online Account last week to find that they had estimated my consumption in December and produced a bill. No email was received to inform me that a bill was available. I telephoned Customer Services and gave up after almost an hour of hanging on. I completed their online contact form two weeks ago, received an automated acknowledgement informing me that they would reply in five days. I also found another way to generate an email using my normal email provider. I sent a similar email 12 days ago - got the same automated response and am still waiting. I also emailed my previous contact from the MSE forum - again no reply.
Searching the other threads on MSE I found their Social media contact and emailed that address twice - have read receipts but nothing more.

I telephoned yesterday using the tactics advised on one MSE forum - got through in 7 minutes. Their representative was only happy to use his scripts and was utterly useless. Said that their email requests for meter readings was down for two months late last year. Told me that I must have had an email notifying me that a bill was online. Argued black was white - clearly he could see my inbox and had found that email - haha. Told him that I was unhappy about the lack of responses to my emails. He said that I would hear within 5 days - I asked which 5 days this year or next?? I also requested that he check the account for a record of my conversation last October - after much pressure he supposedly ran a check and told me he could see that I had telephoned but there was no record of the reason or any follow-up action!!

So this is the Scottish Power Customer Service or perhaps non-service. Their complaints team are also totally disinterested.

I warned the rep that I would change supplier and he was not in the least interested. I am on a tariff without penalty for transfers so action will be taken today.

I do wonder why MSE allow the Scottish Power media person to respond on the forum although I have found nothing recently demonstrating that they are monitoring and taking any interest.

Good luck to others - keep fighting your corner - and hope you get some sort of an acceptable result.

POLAR_BILL

bryan.steiner
I too had regular E-mails for meter readings for the first year followed by an on line invoice 3 days later. I was due the next bill 19th December but nothing. There was not an estimated bill on my account either. I phoned up Monday about warm home discount and asked about my account. They took meter readings and updated the account and today my invoices were available on line with estimated December invoice, reasonably accurate estimates at end of December when new fix started and up to date invoice which overall was near to my calculations. They said I had not been E-mailed for readings as they were updating the site!
Also E-mailed them in the past which is a waste of time as the automated response doesn't answer the question. I even said I wanted a specific answer to my question and still got the same response. It is just as difficult trying to communicate on the phone.

righttobuyuk

I would recommend any customer that isn't having their customer service issues at Scottish Power, sign the following official government petition calling for Scottish Power to be investigated... the link you will find on the WE HATE SCOTTISH POWER Facebook page.

Am a new poster so I can't share links I'm afraid!