Add your feedback on energy supplier Scottish Power

redux

Hazzinho wrote: »

The sales ban should have been indefinite until they can answer calls within 15 minutes.

I rang them 3 weeks ago, and someone answered 2 seconds after I pressed the button.

I was asking on behalf of someone else, why the warm home discount hadn't appeared on the account, and was told it would be there as soon as a new bill was produced by giving a meter reading.

This turned out to be correct.

ajarnold

Froglet wrote: »

With a prepayment meter is there any sort of receipt or proof you have paid it that you can show Scottish Power or at least have if they persist in saying you owe money?


Is it possible they have mistakenly got the amount that was owed on the gas ,mixed up with the electric ? Have you phoned and asked for a supervisor,or written and headed the letter Complaint..

I was given receipts every time I topped up my electric, however being over a year old, there was no need to keep them, or so I thought. Anyway, even without these, there should be no usage on the meter if there was no credit, so where they've produced this bill from God only knows.

bjorn_toby_wilde

I started the switch process through the Energy Club nearly two weeks ago. To date I still can't submit my meter readings either online or via their app. I think I'll be backingout during the statutory cooling off period tomorrow to avoid the issues many seem to be having with SP.

jlpike

Same as many people on here they wont give me my money back. 7 months for me my parents have same problem 8 months for them.

Lost count of phone calls mails, letters - Trying ombudsman now and the laughable thing is they are now hiding behind this saying they have to wait another 8 weeks while they investigate. It is not complicated just give me my F*^%$&^k money back.

Like everyone I always check what people say about a company before I join them and take it somewhat with a pich of salt as when you have several million customes you will have the odd bad case but SP are different.

Please read these comments and DO NOT use them. If they charged me £1 per year for my gas and electricity I would still not use them. They are a discrace

bronterre

Below is a message I sent to Scottish Power customer service today. It is self-explanatory. I should say that I have never had any significant problems with other energy suppliers; the feedback here and the fine imposed on SP by the regulator last year are evidence that they really are worse than most of the rest. It's not that they make mistakes, it's that they are chronically, structurally unable to resolve them. Anyhow, here's what I sent them:

The following is addressed to the directors of Scottish Power, in particular the Director of Customer Services and the Managing Director, not the hapless person forced to read this and implement their useless systems:

You incompetent, reckless buffoons. I have today received a gas bill for over £1100 in respect of a period when I was not a Scottish Gas customer. This would be bad enough, but last year you did exactly the same thing, and were so clueless in your response that this year the ombudsman instructed you to apologise and pay me a small token for the not insignificant trouble your collective dementia caused me. I note that the apology was delivered with extremely bad grace on your part. Yet now you repeat the offence. Withdraw the bill immediately, apologise profusely, and promise me that I will never hear from you again. If you delay, I will contact the ombudsman again, and I hope that they will be persuaded to instruct you to pay me a more substantial amount in recognition of your wilful ineptitude.

To the customer service worker who is reading this: if your bosses can be persuaded, it would save you and your team a lot of time if this could be escalated as soon as possible.

HUMBUG

Scottish Power have obviously lost historical billing information which they have tried to archive (unsuccessfully it seems). My online account just shows direct-debit payments but only for a limited time period and no access to invoices. I keep sending them emails saying they have debited my account over £1200 since Dec 2012 (when I first joined) but not provided me bills that cover the full periods (just bills for certain specific quarters). All I can see are brought-forward figures but no bills to substantiate the overall balance. When I keep asking for copies of all invoices since I first joined them (ie. Dec 2012), a different Indian call centre person sends me invoices for only the last few quarters. So I have asked on 4 separate occasions and got the same invoices sent to me (4 times). I keep asking for a detailed statement but they ignore my requests. They have lost control of their billing and I think what they are doing could be deemed unethical or even illegal . Taking direct-debits from my bank account, adjusting the balance on my account using brought-forward amounts without any proof or invoices to back these figures. Its incredible that the regulators are allowing a company to continue trading like this. After complaining to their directors exec team , they said a request has been made for the missing invoices to be posted to me. 2 days ago I receive some nonsensical invoices (from their Data Protection team) for my gas (with credits and brought forward figures that are nonsensical) and no invoices for my electricity. These invoices (again) do not cover the period since I first joined them.
Looks like I will have to complain to the Ombudsman again (already had a 15 month billing issue with NPOWER only just resolved last week). It seems that I spend a fair amount of my time dealing with energy companies that are not fit to have a license.

BROKEN

WARNiNG- Scottish power customers be aware not to get in arrears. Just discovered my daily usage with Scottish Power went from £19 a day average to £50 a day average. if you have a debt on the account they add charges to it without telling you. Also been in dispute with them for over 2 years. Had £900 in credit in 2013 when unemployed didn't get a cheque when requested. Forced to pay arrears before being put onto an online an as they changed me from original online tariff to standard not once but twice. Monthly from April 2014-Sept 2014 charges were £40 for G&E to max £70 but still paid £135 a month credit went to £600. Requested reduction of DD,SP ignored my request carried on taking £135 so cancelled DD they changed my tariff to standard without telling me. Tried to be polite but ignored all requests. Ombudsman no use really as I had kept emails so don't log onto SP website to to contact them use your email on computer so you keep as evidence.even though Unemployed in 2013 tried to keep paying £100 a month not the £135 as they had requested. Was sent continuous emails telling me to pay £135 a month even though The minimum amount in one month was £40 highest £70 the difference was paying 2012-2013 winter arrears. Still arrears still being charged £50 daily. Looking forward to the day I get rid of Scottish Power fas they have been the Bain of my life.

BROKEN

One little thing to note about all G&E companies especially the big six. Not many people know this. If you have been forced to pay off a G&E bill by any of them and you have had to use your child benefit to do so then they can lose their trading licence to supply G&E. It is one of the little things that you never read as it's in the background of their practises. I wonder how many people have had to do that?

BROKEN

You'll probably find that SP add onto monies to your account because you got arrears that's why you can't match figures up

Dave_2002

Hi everyone, ive been a customer for 11 years then last June all of a sudden my direct debit didn't come out (through no fault of my own, money in the bank and details have never changed, paid on time every month for 10 years)
Contacted Scottish Power, they proceeded to do several 'resets of direct debit' over the following months but still to no avail. Then added to my account was another property in Manchester where I have never lived! My name was on the account but direct debit details were under someone else's name and sort and account were different (I assume the person who lived there).
Contacted Scottishpower again, customer services kept on saying they've sorted it but never.
Anyway put a complaint to Ombudsman, they gave Scottishpower 28 days to resolve all the issue requested.
On day 28 (24th February 2015) got a call from Scottishpower setting up my new direct debit said all details were resolved and also credited my account £125 compensation (still £600 in debit but money still in my bank).
Cue 2 weeks later direct debit never came out, I then get a 'New direct debit' confirmation letter from ScottishPower with the other persons name and bank details on from the Manchester property where I've never lived!
Contacted the Ombudsman 3 times since who say they will email ScottishPower straight away but have not had any contact from them at all.


My question is.....
What should I do now?
Ring the Ombudsman again to vent my disgust?
Put another claim in stating £125 is not enough compensation?
Do nothing and wait for them to contact me? (I know the scottishpower 'on hold' music inside out haha!)


Ive obviously kept my monthly direct debit in the bank since last June so I can pay it once its all sorted (hopefully), but should I have to as it's their mistake, I have not altered any of my bank/personal details in 10 years of being with them.


Thanks guys for reading!