Add your feedback on energy supplier Scottish Power

imho

Ombudsman has replied to my complaint. I just have to print the form out sign it and email it back.I am not bothered with compensation i just want to pay my bill and move to another provider as soon as i can.
I have been so stressed over this as i have never owed anyone money and through no fault of my own i have ended owing SP at least £1000.I have the cash to pay them.

imho

In todays Daily Mail.Complaints about Npower and the other providers.
http://www.dailymail.co.uk/money/bills/article-2687165/Complaints-Npower-Scottish-Power-double-thousands-customers-face-incorrect-missing-bills.html
At the time of putting the link on here there was 9 comments and 6 were about the problems with SP yet the article was mainly about Npower having the highest complaints and Sp being 5th on the list of complaints.So looks like people on SP are not writing to the Ombudsman and hoping SP will sort it.SP do say they have employed lots more call center staff but what good is that if the new system the have wont let the call center staff fix the fault.

maas

imho wrote: »

In todays Daily Mail.Complaints about Npower and the other providers.
http://www.dailymail.co.uk/money/bills/article-2687165/Complaints-Npower-Scottish-Power-double-thousands-customers-face-incorrect-missing-bills.html

No surprises there really.

What annoys me more is not the number of complaints (or that these problems happen) its the actually dealing with the complaint.

I accept that bills can be wrong etc but its when you try to resolve the issue it just never gets sorted straight away and drags on for months. Meanwhile you're continuing to receive threatening letters over a bill you are disputing.

shortperson

I had a few problems with SP when we moved house last year - I was told I could take our tariff, and then once we actually moved, was told I couldn't - to be fair, on that occasion, they sorted it out within a call or two and all was put right. However, a year on, we had our house renovated and I asked to have the meter changed as it was very old, and quite unreadable. This was done swiftly - however, 7 months later, I am still corresponding with them about the fact they have not updated my account with the new meter details and readings. It started with them not having any record of the new meter and start reading, so I had to provide it, and even though I was then promised 4 or 5 times the information was being updated, two months later I was told they have an issue with updating the details and they can't tell me when it will be resolved. I would have thought this was the simplest thing to update - change a meter number, enter a new reading. But no. The latest email I had today - 7 months since the meter was changed - still told me they were working on it, but couldn't tell me when it would be resolved. So in the meantime, I have to have estimated bills and can't change supplier as they can't accept my meter readings!! I have been in touch with the Ombudsman and they are now taking up my complaint.... I will be surprised if they have resolved this by the time my fixed price tariff comes to an end in November, and then I will be annoyed as I will most definitely be on the wrong tariff without being able to do anything about it. I wish I'd never bothered!

rachyrach_2

I agree Scottish Power are terrible at communication and understanding customers' questions.


I've had numerous problems with Scottish Power. They increased my monthly direct debit amount several times without informing me. I tried on numerous occasions to call them but never got through. Sometimes they don't even let you hold, they just say they are extremely busy and automatically cut you off! I tried emailing Customer Services and never got any response to any of my emails.


I ended up getting the Energy Ombudsman involved and although they only fined Scottish Power £20, they did make them reply to me a lot more quickly! I paid my final bill in April 2014 as I had left Scottish Power back in November/December 2013 for another provider. Then today I get a letter from Scottish Power saying I still owe another £150! I don't understand how this is possible when I already paid what was quite clearly marked as my "final" bill. After several attempts to phone, finally got through to someone there who is going to 'look into it' and phone me back (supposedly).


So not only has, in my experience, Scottish Power's customer services been terrible or even non existent, but they're now charging customers for energy after they have left them and paid their final bill! Ridiculous. I think I may be contacting the Ombudsman again or going to social media to let others know of my experience. Watch out for Scottish Power.

gatita

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Cool
My change over was a NIGHTMARE, I was all geared up to give a final reading to my old supplier, when lo and behold I received the notification from S. Power the changeover was days away when I noticed they had the WRONG house number! I was informed the WHOLE process had to start all over again, another 6 weeks grrrrrrrrrrrrrrrr!
To say I was fuming is an understatement. Yes, I did get profuse apologies, but I find this kind of mistake unacceptable.

Next. I produced all the statements from the previous company so they knew exactly what the previous years consumption was. It was agreed I would pay £60 a month DD. (we spend most of the winter months away) That lasted for 2 months, I was then informed my DD would go up to £100a month!! Oh yes, I always give them a monthly reading. After more complaining they agreed to put it down to £70. I am £170 in credit!
So, all in all it has been a bit of a disaster. I will have to start soon finding another company, but I suspect they are all as bad as one another! also I want a company that has no standing charge, (as I am months away)

Well the time has come for me to change suppliers, I am dreading it if it goes anything like the signup process, (read above!) I am also £300 in CREDIT!! and they had the cheek to send me an email last week saying my monthly payment of £70 would not change........ how DARE they! I have been fighting with them over the year to put my monthly DD down, and nothing.

All in all I am very disappointed to say the least with S.P. question now is WHO the heck do I change to! H E L P....

SwitchUser

Hi there,

I used the Energy Club thing to switch from British Gas to Scottish Power and then again to Ovo recently.

The final bills Scottish Power requested seemed high and there was hardly any information on how they were calculated. I tried in vain to get any response out of their phone service. It seems they only pick up the phone to new customers and those people are not equipped to help in any other way.

I embarked on a tedious email back and forth with their useless Support people who no matter how simply I stated my request for a break down of how the bills were calculated were not able to provide this.

I received a final demand today for my electricity and so tried to get in touch by phone again. I did speak to someone but they couldn't do anything but advise me to request the information again as he didn't have access to do anything.

An hour later I received a call from them regarding the final demand letter. Luckily I was clued up with all the evidence of meter readings and payments and it finally came to light that they had completely ignored 3 months worth of payments and this is how the final bill was calculated.

I am now awaiting a recalculated bill for both the electricity bill and the gas bill (as it turned out the gas was ignoring the additional payments also). I have already paid the Gas as I didn't stop the direct debit in time.

It is very likely that I will get a refund when the actual money I paid taken into account.

If I hadn't spent all this time querying this they would
have effectively stolen money from me. I would expect that I'm not the only one this has happened to and I bet a good few customers have no idea they over paid.

Thought you'd like to know.

eco

I contacted the customer relations email, and received some lovely emails informing me my electricity account is in debit, well it wasn't in December when the account along with the gas should have been closed.

Truly outstanding that they can't close an account since December, and on the 13th June they said they would get the details from my current supplier and be in touch, well nearly on the brink of August and guess what no email to update me on progress, and my account is still current.

Truly remarkable how totally incompetent this company is, it's time for the ombudsman cos I feel they have had enough time to rectify things.

Returned home today to a note through the door, SP want my gas readings, so nothing has been done in the last 7 weeks, just how long does it take for the complaints team to jump in to action?

AMG762

eco wrote: »

I contacted the customer relations email, and received some lovely emails informing me my electricity account is in debit, well it wasn't in December when the account along with the gas should have been closed.

Truly outstanding that they can't close an account since December, and on the 13th June they said they would get the details from my current supplier and be in touch, well nearly on the brink of August and guess what no email to update me on progress, and my account is still current.

Truly remarkable how totally incompetent this company is, it's time for the ombudsman cos I feel they have had enough time to rectify things.

Returned home today to a note through the door, SP want my gas readings, so nothing has been done in the last 7 weeks, just how long does it take for the complaints team to jump in to action?

There are a few people going through a similar problem with Scottish Power including myself.

My thread
https://forums.moneysavingexpert.com/discussion/5020972=

Ive no idea how they are managing to get away with this. Even the ombudsman is aware and just says they have known IT problems.

They cant provide me with a final bill (left them mid June). I still have access to an online account which shows a debit balance when no money is owed.

I did contact the ICO who was interested in this but dont think it will achieve much.

POLAR_BILL

Just had a phone call asking me why I was leaving Scottish Power. They said they could offer me a better deal. I already changed to a cheaper deal with no exit fees (the plan I was on had £50 exit fees). I am changing through MSE cheap energy club to the best deal and there are none with Scottish Power that can match it. Hope I don't have trouble getting my £300 credit back,