Add your feedback on energy supplier Scottish Power

greensman01

A Further update...........


Dear Mr *******,

I am writing in response to your email addressed to our senior management team dated 17/11/14 as a member of The Directors Support Team I have been asked to respond to you directly.

I have raised the refund for £332.47 this will be deposited into your bank account within the next 5-7 days.

please accept my sincere apologies for the inconvenience this matter has caused you, at Scottish Power we are continually striving to offer our customers a high level of service as we consider this to be an essential part of our business. I am disappointed to learn of the problems you have experienced.

I understand from your email that you have now agreed to transfer your supply to a new company. As soon as the transfer details are received we will provide a final invoice and any further credit due.

I trust the above information is acceptable, and helps to bring this matter to a satisfactory conclusion. Should you wish to discuss this matter further, please contact me by email at ChiefExecutiveCompla@ScottishPower.com, or by telephone on 0800 040 7005.

Regards

Gill Picken
Directors Support Team

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________________________________________

Nickolai

Hoof_Hearted wrote: »

Well, the Ombudsman has spoken. After 170 days, SP has been unable to set up my gas account, accept meter readings or provide a bill.

They are instructed to:
• update me with progress on technical issue in respect of my gas account;
• produce an accurate dual fuel bill;
• backdate the agreed tariff to when the supply transferred;
• send me an apology;
• offer me a payment plan;
• credit my account with £75 as a gesture of goodwill.

They have 28 days in which to do all this. I'm not holding my breath.

We have just gone past the 28 day point after a similar ruling from the ombudsman and have not heard a word from Scottish Power.

In January we switched from SP to EDF. The initial final read bil showed us in credit by £100+. Then a mystery bill appeared on our account which took us to a debit balance of £40. There was no option to view the bill online and SP have never been able to provide us with a hard copy. We have heard the full range of excuses inaccurate final reads, IT system issues etc over the last ten months.

Despite the account being placed "on hold" (Their system auto releases accounts off hold after three months regardless of wether they have actually dealt with the issues or not, which just results in a escalation in their debt collection process) we have had the usual set of reminders, final demands and debt collection letters.

We eventually turned to the ombudsman. Who after two unsuccessful requests for documentation finally got a phone call where SP maintained the mystery bill was indeed correct.

We should be expecting from SP

A letter of apology for problems/shortfall in customer service.

A review of the account problems and a clear explanation.

Rebilling of the account to correct end dates and meter reads.

Progress updates every 28 days until billing issues are resolved.

A statement of account further clarifying all charges, credits and payments.

A £100 goodwill payment in recognition of problems and by way of apology.

A full refund of any credit balance.

A stop to all debt collection activity.

A removal of all adverse information relating to the subject matter of the complaint through any credit reference agency and

Provide written confirmation of all action taken.

Well 28 days have passed and not a word. Yes we could fire off a email to one of the addresses above but why bother. We've just gone back to the Ombudsman to put another nail in their coffin.

weirdlogic

Recently closed my long standing account with Scottish Power as I have moved abroad.
Before I left the UK I tried several times to call them, but after several attempts, had to give up. The calls were on hold for an average of 40 mins before being cut off and at other times, couldn't even hold as the recorded message said they were busy and then cut me off.
I am now trying to get back the money they owe me via a bank transfer. They sent a cheque to my sisters address, (which I did not give them) which I cannot pay into my account as I am out of the country. I have emailed several times telling them to pay the money back into the account they took it from, but they just ask for another address to send my cheque to. They say that it's not possible to pay my money into my bank account, but had no problem taking it from there every month!!
Avoid these people like the plague is my advice to anyone thinking of getting involved with them.

greensman01

Final update


ScottishPower
From: Chief Executive Complaints Inbox <ChiefExecutiveCompla@ScottishPower.com>
To: [email]greensman01@******.co.uk[/email] <greensman01@******.co.uk>
Date: Sun, 23 Nov 2014 18:32
Dear Mr S*****,

I am writing in response to your email addressed to our senior management team dated 17/11/14 as a member of The Directors Support Team I have been asked to respond to you directly.

I have raised the refund for £332.47 this will be deposited into your bank account within the next 5-7 days.

please accept my sincere apologies for the inconvenience this matter has caused you, at Scottish Power we are continually striving to offer our customers a high level of service as we consider this to be an essential part of our business. I am disappointed to learn of the problems you have experienced.

I understand from your email that you have now agreed to transfer your supply to a new company. As soon as the transfer details are received we will provide a final invoice and any further credit due.

I trust the above information is acceptable, and helps to bring this matter to a satisfactory conclusion. Should you wish to discuss this matter further, please contact me by email at ChiefExecutiveCompla@ScottishPower.com, or by telephone on 0800 040 7005.

Regards

Gill Picken
Directors Support Team


Direct bank transfer for the said amount received today as promised!!

vvvvvvvvvvvvvvvv

greensman01 wrote: »

Final update


ScottishPower
From: Chief Executive Complaints Inbox <ChiefExecutiveCompla@ScottishPower.com>
To: [EMAIL="greensman01&#64;******.co.uk"]greensman01@******.co.uk[/EMAIL] <greensman01@******.co.uk>
Date: Sun, 23 Nov 2014 18:32
Dear Mr S*****,

I am writing in response to your email addressed to our senior management team dated 17/11/14 as a member of The Directors Support Team I have been asked to respond to you directly.

I have raised the refund for £332.47 this will be deposited into your bank account within the next 5-7 days.

please accept my sincere apologies for the inconvenience this matter has caused you, at Scottish Power we are continually striving to offer our customers a high level of service as we consider this to be an essential part of our business. I am disappointed to learn of the problems you have experienced.

I understand from your email that you have now agreed to transfer your supply to a new company. As soon as the transfer details are received we will provide a final invoice and any further credit due.

I trust the above information is acceptable, and helps to bring this matter to a satisfactory conclusion. Should you wish to discuss this matter further, please contact me by email at [EMAIL="ChiefExecutiveCompla&#64;ScottishPower.com"]ChiefExecutiveCompla@ScottishPower.com[/EMAIL], or by telephone on 0800 040 7005.

Regards

Gill Picken
Directors Support Team


Direct bank transfer for the said amount received today as promised!!

,,,,,,,,,,,,,,,,,,,,,,,,,,,,:xmassign:

JezR

I daresay the Chief Executive's complaints team don't solve everything but they do seem to get things straightened out in a number of cases and have for me.

It is a shame that in contrast the regular customer support are so impotent, and can only offer to refer problems to mystery internal departments that themselves can't be contacted and have such a long timescale to do things (10-15 days) and in my experience rarely achieve anything.

harrysmith123

Switched to Scottish Power recently. Changed bank accounts shortly after switching.

Gave Scottish Power new bank details same time as many other companies. Plenty of notice. All companies set up direct debits correctly except Scottish Power.

First I knew was when I received a letter from Scottish Power saying direct debit had failed. I immediately called them to give new bank details, but they already had my correct bank details anyway.

What I didn't realise until much later though is that the day the direct debit failed and 3 days before they first contacted me, Scottish Power cancelled my fixed rate and put me on a much worse tariff but did not tell me.

When they eventually set up my direct debit after many more 'phone calls and an email from me, it was for £122 per month instead of £93.16. No explanation given, but new amount matches new tariff.

At no point did any of the people I dealt with by email or on the phone explain that I had lost my fixed rate or offer me the chance to keep my fixed rate by paying the missed debit amount over the 'phone.

It did not explicitly say in any of the bills/letters I received that my fixed rate had gone either. I had to work it out for myself. Took me two hours to work out what had happened as the bills are quite confusing and long.

Other people in my situation might be unaware their fixed rate has gone therefore. So check your bills carefully (to see if they are displaying the correct tariff name ) if a payment has been missed even if it's not your fault!

I have tried contacting Scottish Power by 'phone, email and letter since but they just ignore me. Call centre staff on the 'phone are polite and sympathetic but seem unable to help because the computer systems don't work properly.

Direct debit is there on my bank account now, but for some reason they still aren't taking money from it.

I sent them an email on the 24th November stating that I will be contacting the Energy Ombudsman if they don't sort the matter out within 8 weeks. After receiving no reply except for automated acknowledgement, I sent the same letter by recorded delivery. Still no reply.

Guess I need to wait 8 weeks and assume deadlock and hope the Ombudsman will sort it out.

Not even a simple option to switch away from them as that will be painful as well no doubt. How to deal with a company who won't talk to you?

Be_Happy

I think they do everything they can to delay handing back a credit when switching away.

I switched away 5 weeks ago and calculate I'm due a refund of approx. £80. They have produced an estimated final bill, but are disputing actual final figures I submitted to new supplier. Difference in figures are 21 high rate units and 27 low rate units around £5.

I contacted new supplier who confirmed the readings I gave have been submitted and have raised a dispute which could take 4 - 5 weeks. Scottish Power will not process any refund until this is resolved.

fotoman

I'm on a fixed price tariff and SP wanted to increase my monthly payment from £138 to £167 for no apparent reason, other than to inflate their bank account with my money!
I protested and they suggested reducing it to £150. The following quarter, I was £200 in credit!
OK, they refunded it but only because I was on the ball. Thousands of other people are not and they are getting ripped off!

polly_tunnel

Ho, ho, ho. ScotishPower are full of Christmas cheer. No card, but a Welcome pack arrived today ... I signed up in August! It did apologise for the delay :-) Apparently I'm still within the 14-day cooling off period (begins the day after the Welcome Pack arrives) so I might take up the offer to cancel the contract. That would be fun!