Add your feedback on energy supplier Scottish Power

gatita

Being £450 in CREDIT I would like a refund, I have already had a refund of
£200 three months ago, and STILL they refuse to reduce my monthly payments! I want to 'save' all my bills to my computer, guess what...........it says I can't! Code 109) what the HECK is going on with S.P.?

I also thought they were supposed to give you an Annual Statement, needless to say I haven't had one. Is this the case?

Bella56

I switched to Scottish Power in 2013. All went smoothly, until it was time to change deals after the year was up. After that, chaos. New deal signed up to, never happened, no one was interested. Emails, phonecalls, emails, etc. - it finally got sorted after 3 months of effort on my part. They didn't honour the deal I'd agreed to go over to last year - said they had no record of it on their system, even though I had proof (email confirming). They are impossible to get ahold of on the phone, don't email back except for automated emails, and are generally useless. I look forward to leaving them.

SimonT

I tried several times since January to get a refund from a monthly direct debit that was too high. I used the number 0800 027 0072 as appears on the My Account page. On my last attempt the CS rep said their system 'was down' and they would call me back. I asked when and she replied 'it would be several days'!

So I googled Scottish Power complaints and got the number 0800 027 7771. Got through to a rep within a couple of minutes who said he could alter the direct debit and sort the refund straight away. I told him Ok, but how do I know I'm not being lied to again. He then gave me the Authorisation Code Number for the refund. The refund of £400 arrived in my account 5 days later.

Suggest if you are told you are getting a refund then demand the Authorisation Code. Hope this helps somebody dealing with these clowns!

bizzlebee

Since leaving Scottish Power (SP) some two months ago, I have been repeatedly sent inaccurate, grossly overestimated final bills. I have explained that SP’s estimated meter readings (for gas usage in particular) are too high; I understand that SP’s estimated readings were based on size (4 bed), but only two people live there, and our gas meter readings are still (weeks after switching) below what SP is billing for as a February figure. I have explained all this repeatedly to SP customer service representatives, and tried to offer more representative meter readings for the time being (until SP hears from my new provider with accurate handover figures) in order for SP to begin reassessing my bill.

I have learned from OVO (my new provider) that they cannot provide their start readings to SP until these have been confirmed by an IGT. I have passed this on to SP customer services representatives on more than one occasion.

Still, despite regular assurances that my final account payment is being put on hold pending further information and recalculations, I am still receiving threatening payment request letters, including notices about being in arrears, and – today – a ‘final demand’ letter, which insinuates that a credit report may soon be made against me.

Credit Control at SP have now put my account 'on hold' again. Despite their helpfulness, I now have zero confidence in the company’s ability to resolve this situation.

This is all the more alarming given that I left SP for one reason only: I felt that the customer service I had already received was considerably below that of their competitors. The SP website is outdated and inefficient, and getting to speak to a customer service representative through the main customer service telephone line has taken me – on average – 90 mins each time.

While the individuals dealing with my calls during this distressing period have generally been professional and helpful, there have been some phone calls to customer services lines which have gone unrecorded by SP representatives (despite my express requests that they note our conversationson my file). What’s more, SP’s worrying automated letters demanding payments continue to arrive. In short, I am alarmed and appalled by the incompetence I have experienced from SP’s wider customer service provision.

This is all extremely distressing, and made much worse by the fact that I have done nothing to warrant this persecution and am utterly unable to stop it – despite hours of communication over the phone and considerable personal upset.

I am very alarmed that such bullying and incompetence appear to be the calling cards of this large company, and apart from wanting this company to be accountable for their actions, I feel I should also contribute to the online knowledge bank available to other consumers considering their energy provider options. I would strongly suggest people consider other options.

Twister17

We're on a prepayment meter and after switching from Scottish Power a month or so ago were sent a bill of over £700. Work that one out!

jo2802

I made the switch in early March from my fixed tariff which was ending with EDF. I checked the price comparison websites and SP and someone I had not heard of had the best fixed deal so I changed. Then I went to my EDF site to make sure my readings were up to date and discovered an email from them offering an identical rate but no charge if I changed down the line. (I wish someone had rung me from EDF...anyway) the paperwork from SP arrived with the details for the cooling off period on 13/3 and on 14/3 I emailed them on their website through the route they recommend to let them know you have changed your mind and then took the EDF offer up.

A few weeks later I received an email from SP saying my switch was going smoothly!!!!! I rang them (it took forever to get through so at the same time I went to the email option again, stating I had cancelled in the cooling off period) I then spoke to someone who told me I needed to be transferred to sales who were busy and she would get them to ring me that day as she could not see anywhere I had cancelled. No one rang, so I just assumed they had sorted it all out at their end. Then I went on my EDF account to find it had been closed as I had transferred to SP!!!!!!!!!!!!!!:mad: I have emailed both companies explaining all this and no-one can be bothered to speak to me, apart from SP emailing asking for a meter reading. I looked at the complaints through Ombudsman but app I need to speak to company and wait 8 weeks or something? So now what happens? I am so angry!

baalel

Just switched from SP to OVO after my Jan 2014 fixed deal ended. Would have considered moving back to SP at next review except for the way they handled the final bill and direct debit.
I was in credit on both gas and electric at time of final meter reading, promptly received a cheque for the gas credit without having to ask, which was excellent. The Electricity account however was another story, despite getting a final bill telling me I was ~£12 in credit, I was given a phone number to call to arrange my refund, and the next day another DD payment was taken. I phoned SP and after 20 minutes of phone queue music, was told that the final Electric meter reading was provided too late by my new supplier to stop the DD from being processed, even though the Final Bill had been issued showing a credit and the Gas reading was taken on the same day and went through fine. A refund cheque would be raised and be with me within 10 to 15 working days...
If a supplier is paid by DD then they should be able to refund by DD, a 3 week wait for a refund that then has to clear the banking system is so 20th Century...

penguinlegs

ARGH!!! Just got off the phone to SP after they tried to convince me to stay with them as I had done the Energy Club Switch to Ovo. He told me that he could beat Ovo's quote, which he did (the price he quoted 'just became available today' (right!) but didn't factor in that our cooling off period had ended so I would be £60 down. This all took place on Wednesday - I told him I would be making no decisions that day and to call back before he even started. As soon as I got the price he smoothly croons 'So I'll just go ahead and set that up for you shall I?' Erm, no!
Anyway, he just rang back to ask for my decision. We had decided that we would go with Ovo, not just price but SP cust service has never impressed me and Mr Smooth just tipped me over the edge. He was not pleased that I refused to swap back and got very defensive when I queried the price reduction on their quote 'that price has always been available, I don't make up quotes' he told me, despite on Wednesday telling me that the price was a new one.
I persisted and said no again and said I didn't like his attitude, he was getting quite irate. When I repeated that I wasn't interested he snarled 'Well good luck with Ovo, you'll need it' and put the phone down.


Sorry for the long post but I am really angry and quite upset by it all. I do not expect to be spoken to like that in my own home.


Thanks for reading

justinpompey

Terrible service! Was previously a happy customer for 9 years. New online service is rubbish doesn't seem to correspond to what the advisors can see when you phone. Call backs hardly work just end up in a queue and sometimes get cut off when you do get through. Overcharging - Duplicate bills on 13 Feb one £56.74 and another £63.74 (both actual readings from me apparently) was promised one or both would be deleted! Can't read bills never available to view. The consumption online data states I used £31! Of electricity in an 11 day period! But previously and correctly a 64 day period cost was £63.74 (no change in product/service). My usual cost is about £80/90 per month for both gas and electric! My billing issues started in February and are still not resolved complaint raised 13/03/14 complaint ID 800***200 (9 digits long) .Still not resolved so further complaint on 03/05/14 and you guessed it ID 800137***4 (now 10 digits long) The additional digit represents 1 million 276 thousand and 334 complaints raised since my first! Steer clear! No stars!

Hoof_Hearted

Scottish Power -- regrets, regrets, regrets.

In the process of changing from EDF's April blue Price Promise, which has just ended. The electricity changed OK but they tried to charge me twice the agreed DD as a first payment. I have enquired twice about the gas. It is now 7 weeks since I initiated the change and have heard nothing about the gas transfer. The response I got is:

I can confirm from our records that you have only Electricity account active with us.

As yet, we've not received any notification regarding a transfer of your Gas supply.

Please ask your previous supplier to contact us to begin the transfer process.


Begin the process! What have they been doing for the past seven weeks?


Anyway, I have asked EDF to hold the gas and I am transferring back to the August 15 EDF deal. I will have to pay one exit fee, but it is worth it to get away from these incompetent fools.


Stay away if you can!