Add your feedback on energy supplier Scottish Power

JRG

I have been with Scottish Power (SP) since November 2013 on an Online Fixed Price Energy dual-fuel tariff.
Since November 2014, in response to lower energy costs, SP have introduced a new tariff nearly every month, extending the final date and lowering the prices of both of gas and electricity (though the standing charge is unchanged). On each occasion I moved to the new tariff.
In February they introduced my current tariff, which has a final date of 31 March 2016.
This month they introduced a new tariff, which has a final date of 31 April 2016. When I checked the gas and electricity prices I found they were higher than my current tariff, by 3.7% and 4.7% respectively (based on my kWh usage).
I know the oil price has crept up a little (as has the petrol price), but there was no indication from SP that they had actually raised their prices.
Needless to say I'm staying on my March 2016 tariff.

simont2

We moved to Scottish Power in November 2013. The switch went smoothly then all communication stopped. We weren't given details of our on-line account, which meant we couldn't submit meter readings or view our bills, which were only available on-line! When we eventually accessed our bill we found we were being charged on an Economy 7 tariff even though we had signed-up for an all-day rate. After 2 months of querying this via e-mail and phone calls we were eventually told that, as we had an Economy 7 meter, we had to be charged on an Economy 7 tariff. (It hadn't been a problem for E.On). They offered to change our meter, which was done in March 2014. This is when our problems really started! Scottish Power didn't seem to be able to change the meter details on their system. This meant we continued to be charged estimated bills on an Economy 7 tariff based on fictitious readings for a meter we no longer had. Worse still, we couldn't switch suppliers as our new meter details weren't on the national database. Eventually the bills stopped altogether, although they were still taking our monthly payments. After 3 more months of e-mails and phone calls, but still no resolution, I contacted the Ombudsman. All we wanted was an accurate bill, our meter details updating and an apology. Two months later we had a refund of the credit on our account, an additional £100 as a goodwill gesture, and the promise that we wouldn't be charged again until our account was sorted out. This has finally happened this week. In the meantime we've had nearly a year's worth of free electricity. The moral of this story: If they get it wrong, complain. If they still get it wrong, contact the Ombudsman.

TartanSaver

I had the misfortune to move into a flat with SP already in place as the provider. Took me about two weeks to get them to admit I existed (First Utility would not initiate a switch without some kind of account number from SP.) I gave final meter readings, and it went ahead. After the switch (in July) they sent me "final" bills in September. On Friday, I received an updated electric bill. Now I'm wondering when the gas bill will arrive. The 50 days with SP cost me as much as the following 3 months with First Utility, and it's taken them 8 months to send me an accurate bill.

jstallan

Losing the will to live with SP. I just cannot get through on the phones to sort out my transfer fiasco to them from EDF. Their website says the queues are 5 mins , but after 15 mins of holding they just cut me off - 3 times in the past hour this has happened.

started the transfer at the end of Dec 2014, Gas moved early Feb 2015 but electric is still with EDF. EDF say there are not 'requests' for it to move.

SP are now charging me for Gas and Electric in my direct debit. I've tried tweeting them, calling them and 'messaging' them via their message system...

Yep - wished I've never started this...

jstallan

Still unable to speak to SP on the phone. To given them some credit they did reply to a 'tweet' and following a 'direct message' with their twittering dept a call back was scheduled (date and time), but they never did call despite me being in all day.

Called every day since the 16th March (at various different times) but either get cut off after a period of time or I just can't stand the music anymore....

Think I might just initiate a switch of gas back to EDF....

jstallan

Well, well, well. I got through!!!! The reason my electric tariff hasn't transferred is because of a 'known system fault' . There are no timescales for fixing it, but I will be compensated for my loss once fixed. They say they are keeping me informed but with no correspondence in over a month so I fail to see how - which the representative realised after she'd said it...

I think I might go back to EDF..

MERFE

I am having a complete nightmare with Scottish Power. We had prepayment meters in our last home and all was going fine until the battery failed on the gas meter. It was changed and a couple of months later we received a bill for £800 for a 4 month period, we had been topping up the meter and our payments showed on the bill. We made the same payments we had for the previous 4 years, slightly less but it was a mild winter, no snow. After nearly a year I received an amended bill for £232 but again asked for some evidence that I owed this as he had been paying. Never had any response from them, I get told it'll be passed to a manager if I ring, if I email I al told I will hear back in5 days and never do, they have sent bills for a variety of different amounts. They seem to pick the numbers out of thin air. Most recently sending me a random electricity bill that was never in dispute. Well this week they decided to send it to a debt collection company, so another phonecall and apparently it is on hold again whilst they look into it again.

thomas79_2

Scottish power? where do i start? we moved from Scottish power to ovo a year ago this June 12th.
I am currently in a long term battle with them to recover significant monies due back,there are from some serious falsifying/incorrect accounts/etc etc etc. we were on a fixed online tariff that ran out on March 31st 2014 and were then put on a standard tariff but due to their huge increases decided to switch to ovo. they are currently still pursuing an amount of £72 they claim to be owed still from the final account payment on Electricity. As we were £500 or so in credit on the final payment it prompted me to investigate further and am still in the process of doing so due to their numerous duplications of bills for differing amounts for the same period. We approached OVO and they requested SSD at 11.04am 12 May 2014 and we were aware that we could transfer 49 days before the contract expired however, the switch over took place on 12 June 2014 but SP have still charged us a cancellation fee for both Gas and Electric. A few issues are listed as examples below that have come to light and I am still looking further into it:
- account adjustment of £279.90 this was for cancelling gas and electric and a payment of £89 in consumptions as now out of out fixed term
- over time with SP, I gave them monthly regular meter readings for the majority of the time these were ignored and on the statements they were estimated. At no point throughout our term with them did they ever appear to be corrected or put back on track. Whenever I rang them to query a certain month as being incorrect I had the insight previously to print the bill off. There were and still are several bills that are either missing or unavailable online or taken off. this making my task harder to prove. I have several adjustments made on two or three occasions on certain months making the adjustments entirely in their favour. As an example I requested the call to be recorded in December 2013 regarding a query on the bill and their constant persistence to ignore my meter readings and estimate the bills well after submitting the readings. On 7/8/13 to 3/2/14 on a fixed tariff still, they have charged a fee of £685.33 for adjustments when challenged they stated it was to be paid to our previous supplier who we switched from. this is untrue as our transfer balance was at £0 and we received a refund from out previous supplier ensuring our balance was at 0. From 4 Feb onwards to leaving SP they have tried there hardest to confuse us even further with the bills as an example 13 days charges 83 days charges 33 day charges (electric) 13 days, 40 days, 43 days, 42 days (gas) coming to various amounts and have yet to check still if they manage to get the day/night charges correct along with a few other interesting misleadings.
I would appreciate all parties inc the energy ombudsman MSE and subscribers but more importantly a representative from SP who knows what they are talking about to investigate and repay monies owed to us and compensation before the debt collectors SP have instructed to collect £72 from us even though initially it was £65! SP are aware of this complaint but continue to chase for money we see they are not entitled to. Having aired my complaint with the debt collectors approx 3 weeks ago who in turn have informed SP of my complaint, we have been given a period of 40 days for our issues to be resolved.

HUMBUG

Hi All
Has anyone else been experiencing the same problems? I log into my Scottish Power online account to see the final balance on my electricity account (as I switched suppliers and SP haven't sent me a final bill). The account is confirmed closed but states a credit balance for £228 . But I can't see see or access any posted bills online (just my direct debit payments) ,so I'm assuming this credit balance is incorrect. Yet I have received paper bills over the last few years (about 4 in total) and none of them are shown on the online account. I've emailed their executive team contacts and asked for a detailed statement of my account as the online accounts do not make sense (and are obviously incorrect). It just seems nonsensical that they haven't posted the bills on the online accounts and are confusing customers with incorrect balances.

Mr_Reeman

Hmmm.. I recently switched to SP from Npower. I think I am regretting it now. My DD was going to be £65 but I just received an email saying this is now £32! I've been told to submit opening meter readings but the website errors when I try. I have phoned their meter reading line, but this just seems to think I have a gas account only and says the time to submit a meter reading has passed, despite only getting the email asking me to submit readings today!

Can I initiate a new switch to someone else or do I have to wait a while?