Add your feedback on energy supplier Scottish Power

Hoof_Hearted

It's great to know that among 5.5 million customers, there is one happy one.

foreversummer

SP is one supplier I have vowed never to back to. I had nothing but problems from the start.

Although I was completely confident with my gas and electricity usage and was on a fixed tariff they constantly tried to put my direct debit up. Not just a couple of quid but £20 - 30 a month when there was no justification for it whatsoever. I tried reasoning with them and for a for a few months they would lower them slightly, but I was always getting notification of an increase and I finally gave up and let them take it.

I was massively in credit when I left them and it took over two months to get my refund.

I have been with EDF since. They were fine and left me in peace and refunded me promptly when I left them to go to Eon who I have previous experience of and again they are realistic with the direct debits.

Scottish Power are definitely not for me.

Forversummer

TCA

diy1950 wrote: »

I have read all the problems people are having with SP. However, today I contacted them to change tariffs for both myself and my mum.

I checked my online accounts tonight, and yes the new tariffs are showing on both accounts.

Hopefully SP are getting their act together. I just felt that since I received good customer service today it was only fair to comment as people are more inclined to complain than praise.

Changing tariff and changing supplier are two different ball games. I changed SP tariff this month as well. No problems. And it shouldn't be as it's little more than a click of a button and sticking in updated meter readings. Having read most of this thread, I wouldn't dream of switching supplier, so it's just as well I'm on about the best available tariff.

Pjay_and_Me

Been with Scottish Power for several years. Spent several days earlier this week looking at new deals as our existing one with them expires at the end of February '15. Decided to go with Scottish Power's new fixed deal Jan 2016. Daily charge on new plan has been reduced by about 33% compared to our old plan. Prices per Kw/Hr pretty much the same so we should end up paying a bit less than we have been. Rang them on their 0800 number twice to sort it out and was AMAZED that, on both occasions it only took 2 - 3 minutes to end up speaking to a REAL person ! :T Our previous experiences over the years in phoning their customer services dept have not been good - anything from a 25 - 50 minute wait before being able to talk to someone. Have they finally sorted out their response time to answer customer telephone calls quickly or was this just a rare event ?? Time will tell ...... !!

Caeraugirl

delmar39 wrote: »

Switched to EDF in September and been having problems ever since. Managed to get a credit from SP for my gas, but still trying to get a credit for electricity. Received one email saying it would be credited within 5 working days (didn't arrive), been back onto them still waiting for the money to hit my account. Elec account still showing as live. They even blamed this on EDF! Shocking really there's no wonder people are weary to move when you end up investing a lot of time and effort during the process. Some either don't have this time or if you're part of the older generation don't know where to start. Awful really I won't be going back to SP based on the moving away experience.

I also switched from Scottish Power to EDF in October and have exactly the same problem. My last email was raised as a formal complaint by them on 5th December and since then I have had several aborted phonecalls (me hanging up after 30 minutes + on hold each time as I do actually have a life as well), as I have had no response other than an automated response to each of my subsequent emails requesting update and/or escalation.


I had no issue with them prior to this, only switched as EDF cheaper and offered fixed tariff, but would NEVER return to them after this experience as their customer service (never has a phrase been so inappropriate!) has been absolutely appalling. Interesting to hear that they're blaming EDF in your case as well. I provided all readings asked for from both companies, when they asked for them, and from what I can gather from my account and conversation with EDF, the alleged quibble is about 1.1 units of electricity....


Just waiting til the beginning of February for the 8 weeks to have elapsed and I can contact OFGEM to hopefully sort it out for me!

Be_Happy

Caeraugirl wrote: »

I also switched from Scottish Power to EDF in October and have exactly the same problem. My last email was raised as a formal complaint by them on 5th December and since then I have had several aborted phonecalls (me hanging up after 30 minutes + on hold each time as I do actually have a life as well), as I have had no response other than an automated response to each of my subsequent emails requesting update and/or escalation.


I had no issue with them prior to this, only switched as EDF cheaper and offered fixed tariff, but would NEVER return to them after this experience as their customer service (never has a phrase been so inappropriate!) has been absolutely appalling. Interesting to hear that they're blaming EDF in your case as well. I provided all readings asked for from both companies, when they asked for them, and from what I can gather from my account and conversation with EDF, the alleged quibble is about 1.1 units of electricity....


Just waiting til the beginning of February for the 8 weeks to have elapsed and I can contact OFGEM to hopefully sort it out for me!

This is exactly the same problem as I'm having, although my switch was more recent - November. I've switched to EDF have agreed readings with EDF for switch. SP say EDF are querying final readings, but difference in SP estimated final bill and EDF agreed readings are around £5 worth of electricity. EDF have taken up matter with SP and warned me there could be a delay - 5 weeks ago.

I've contacted SP again to chase up repayment of around £90 credit.

pep58

Changed from Scottish Power to Npower in November 2013.
Didn't check I had been refunded. In Nov/Dec 2014 they started taking direct debits from my current account £100 per month.
It took about 6 phone calls over 5/6 weeks fro it to be sorted.Apparently they had closed down my electricity account but not my gas account. I finally made a formal complaint and it was sorted out in a week. I am £404 better off today. Thanks for pointing out this possible problem.
Now with Eon , npower refunded in about a month .

John_of_Denbigh

John_of_Denbigh wrote: »

11/1/15. The suspense is killing me - no really! I spoke to EDF who sent us a final gas bill for the account we switched away from. I did a bit of maths and wanted to find out how they arrived at the figure (in credit) they give on the bill. The very helpful Jennifer told me that they have made some assumptions about the electricity account and are waiting for SP to give them a final figure.

Whilst she was being so helpful I mentioned the deafening silence from SP and she said it was them who confirmed the switch figure for gas which allowed EDF to send a final gas bill. I expressed my amazement at this as SP have no idea what the meter readings for gas or electricity were on 10/12/14. Very Helpful Jennifer then told me that they would be taking over the gas supply on 16/1/15 and I asked her to look and see when they would take over the electricity supply. She checked their systems and confirmed that this would also be the 16th.

We finally discussed the issue of SP billing me for the energy I have used for the month and 5 days since the switch (so far we have enjoyed a nice Christmas present:xmassmile from SP as we are not paying for the gas and electricity we are using!:rotfl:). She assured me that if I wished to dispute the figures and bill that SP send me I should contact EDF and they would do it on my behalf.:T

Now that is what I call customer service!

Stay tuned for episode four folks.:D

John of Denbigh.

Dateline 30th January 2015.

Yesterday we received a letter from Scottish Power. :rotfl:When I finally picked myself up off the floor I read it again through tears of laughter/frustration. It begins "We're here to make sure your move goes smoothly":rotfl:

Permit me a modicum of scepticism here. SP have signally failed to communicate with us and when I did speak to them they told me that ours was a missing account. It wasn't missing - it never existed in the first place!

Having read the letter I went to the account page they set up for us some time ago to find it is now working.:eek: Saying that there is nothing useful on it except the tariff we were on, a direct debit amount for electricity and a billing date of 9 January 2016. My wife went to our bank account and discovered a direct debit for SP which she cancelled immediately (there's no way they are having access to our bank account!).

We have had a final gas bill from EDF relating to our previous supply from them meaning that there is an agreed meter reading for gas. I rang EDF today and discovered that there is an agreed reading for electricity as well and they will be providing a final bill for the previous supply from them in the next few days. This I believe. Whilst I was on the phone to them I asked for these readings and was given the figures so I now have all the ammunition I need ready for SP in any attempts they make to collect money for the gas and electricity we had from them. I shall not be holding my breath.

You really couldn't make it up!

John of Denbigh.

NM19

Scottish Power - transfer of energy supply to EDF in Nov 2014 - MAJOR SWITCHING ISSUES & ISSUES REFUNDING MONEY AND CLOSING ACCOUNT!

Hi there,

this is my first post to such a forum.

I recently changed suppliers to EDF 13th Nov 2014 for Elec and 19th Nov 2014 for GAS.

Since then however Scottish Power continued to bill be by direct debit in Dec 2014, and Jan 2015 and Feb 2015 at £43 a month.

They have not closed my account fully or cancelled the direct debits.

I have been dealing with their terrible customer service department via email and phone for over 2.5 months now! They are rude and unhelpful and say nothing can be done.

They have not issued a final bill for my electricity only for my gas (after constant phone calls in Nov 14to Jan15). They take forever to get back to you by email, weeks! and if on phone you are on hold forever. You cannot get them to ring you back for over a week! this is what i have found.

When I log onto their system it shows they are still collecting money from my account, and still have DD setup to collect for Gas (although when I call they say my gas has been fully closed and the DD is for electricity but no money will be taken from my bank account as I cancelled my DD). However they continue to bill my account on Scotish Power and continue to take £43 a month from my CREDIT BALANCE.

Further to this they show all sorts of transactions on my account that never occured, what I refer to are creits back to me that were never made.

I have had to give my final meter readings to Scottish Power on over 4 occasions. They had refused to admit until 13 Jan 14, these were provided on time to them and to EDF and are available to them as energy suppliers on some central register. Eventually they have admitted this and said they have closed my account.This was on Jan 13th.

However I have found the account is still active when I log into the system.

Today I spoke to someone and this is what I was told:

1) They have 2 systems they use.
2) My GAS is now fully closed on both systems, and a final bill has been generated.
3) My ELEC is only partially closed. It shows as closed on one system, yet on the other system it is not closed. Thus they cannot create a final bill and they cannot refund my overcharges or credit balance.
4) The fault is a systems/technical fault and once (whenever that is no time limit given) they sort it out a final bill and credit will be made back to me.
5) There is nothing that can be helped and they cannot do a refund for me! I asked them to send me a cheque but they would not do so.
6) They assure me there is no adverse effect to my account, my credit rating, or anything for their incompetence in closing the account.
7) they assure me that they know they are not supplying my GAS/ELEC and I won't be charged.
8) assured me that all DD has been deactivated.

My problem is:

(A) They have around £200 credit balance they are not refunding.
(B) I need this money and they are not paying any interest on it. Even though I have requested this!
(C) They continue to debit my credit balance at £43 a month!
(D) They say the issue is with elec account of dual fuel, yet the system shows it is the gas that is active when I log into MY ACCOUNT. Including an active direct debit.

I have cancelled my direct debit from my bank side. That is all I can do at the moment.
(E) it has been over 11 weeks since the transfer, and by now they should have refunded me in full.
(F) It has been over 30 days since I complained yet nothing has been resolved and nothing has been paid to me.

I have also requested information complain to the omdusman and Ofgem.

Has anyone else had similar experiences? Can anyone advise of what I should do next, and whether I can expect a refund or not? The thing I do not want happening is that they bill me for ever and this counts as a black mark against my credit, even though it is a fault of their system.

Obviously I also need the money back!


UPDATE: GOING THROUGH TXNS AND TAKING INTO ACCOUNT £86 CLAIMED BACK VIA BANK FOR DISPUTED TXNS. AS OF 4/2/15 SCOTISH POWER OWE ME £353.32 AS PER MY RECORD/CALCS.

Thanks

NM19, Wakefield

ljonski

Has anyone else had similar experiences? Can anyone advise of what I should do next,

email CEO .............................