Add your feedback on energy supplier Scottish Power

xz585

I moved from Scottishpower to Npower in late 2013. I received a first bill dated 12 January 2015 and my account page on their site showed my next bill as being due in March 2015. When no bill arrived, I tried to ring them, gave up waiting about half an hour as usual, and I looked at the web site. Astonishingly, it now showed the last bill dated as 19 December 2013 and the next bill due as 19 March 2014!!!

I wasn’t even a customer with them then!!! I didn’t move back until September 2014!!!

I have emailed them several times and the latest response is that they will sort it out with 28 days and if not they will keep me informed every 28 days.

Is responding with 28 days really what Scottishpower regard as customer service?

I want to move form them but I just envisage that being impossible until this !!!!-up is sorted out. Is this a ploy by Scottishpower to stop customers leaving?

AND THERE MORE:

When I moved back in September 2013, there were delays in switching and, having had good service previously from Scottishpower, I accepted their excuses that blamed Npower.

As the end of the tariff approached, I saw a good deal from Scottish power and switch back. I wish I hadn’t!!!!

The refund of credit was delayed because Scottishpower kept failing to agree the opening/closing readings with Npower. Npower were always helpful and easy to contact. Their automated ‘phone system allows you to set up a call back which actually happens. Scottishpower doesn’t provide this facility and the wait times are lengthy; it’s a good job I have an all inclusive ‘phone package! In theory, you can opt for a call back via their web site. However, you have to pick a day and time and if it’s not available it says to pick another day and time. It doesn’t offer available times. After a dozen or so attempts I give up. This has happened on several occasions. Time and time again I spoke to people at Scottishpower, and eventually to people in their complaints department, all of whom agreed readings with me and promised to supply them to Npower. But it never happened until I eventually complained via a site set up by the Citizen’s Advice Bureau and they got some action.

Having moved back, I received a first bill dated 12 January 2015 and my account page on their site showed my next bill as being due in March 2015. When no bill arrived, I tried to ring them, gave up waiting about half an hour as usual, and looked at the web site. Astonishingly, it now showed show the last bill dated as 19 December 2013 and the next bill due as 19 March 2014!!!

I wasn’t even a customer with them then!!! I didn’t move back until September 2014!!!

I have emailed them several times and the latest response is that they will sort it out with 28 days and if not they will keep me informed every 28 days.

Is responding with 28 days really what Scottishpower regard as customer service?

I want to move form them but I just envisage that being impossible until this !!!!-up is sorted out. Is this a ploy by Scottishpower to stop customers leaving?

Take my advice. DO NOT MOVE TO SCOTTISHPOWER.

kimla10

I have been with Scottish Power for years and always been happy until now. i have been told i am on a high tariff why who knows?? i am away from home 12hrs a day 4 days a week i pay with Payment card or online so i can keep track. All i want is a normal tariff and what does high tariff mean? i just want to pay for what i use AND just plain honesty in companies. I am forever throwing money at SP for no reason!!! it is getting silly now.....

Peewit

I switched in November to OVO, having been a satisfied customer of SP for several years. The switch was seamless from OVO's side, but SP have despite many many emails, phone calls and attempts to make complaints via their website still not finalised my gas bill correctly.

Firstly, when my last deal ran out in october they attempted to move me to a standard tariff though they had already sent an email to confirm they were moving me to a cheaper online dual fuel tariff as I had requested. At that point I decided to switch, but having checked out some of the feedback, and realising I was in credit with them to about £800 I made sure I requested a repayment before switching. Thank Goodness I did. They still haven't sorted everything out and although I have made at least 3 separate complaints since november there is either no response, or a completely inadequate one. The gas bill they eventually sent me this month -6 months after switching - is still calculated on an expensive tariff that I never should have been put on.

It seems to me that they simply want to hold on to the rest of my money hoping that I will go away. Although they have sent me a refund of the amount they have calculated I am owed, it is incorrect because of the incorrect gas bill. Also, no mention of the hours and hours I have had to spend resolving this, and the time spent on the phone (and the cost of the calls, being on hold for over 45 minutes on many an occasion). What a load of total incompetents.

I advise anyone with complaints not to use their website but email them from your own account; they are inclined not to respond to either, but at least you have a permanent record then should you need it.

derekwilliams

Scottish Power are simply the worst Energy provider that i have had the displeasure to get involved with. Their so called Customer Service is simply a joke - the 28 day response time is simply unacceptable.

However, my reason for posting on this forum is that i strongly believe they may be overcharging ALL their gas customers. I suggest that you ALL check your latest bills to see how they convert your gas meter readings (in UNITS) into energy used (in kWh).

As far as i am aware there is an industry standard calculation for doing this conversion, and this is shown on your bill (Page 2 for me).

One of the key elements of this conversion calculation is the 'VOLUME CORRECTION' factor which i believe should be a standard '1.02264'. However all my bills since joining SP in January 2015 show this figure as '1.2264' which is roughly 20% more.

Initially i thought it may have been a simple typo/printing error, BUT i have fully checked my bills and SP are using this higher/erroneous figure in their actual usage calculation!!!.

Despite calls to SP Customer Services, they don't want to know and tell me "this figure is set by the industry for all suppliers". When i tell them i know this, BUT they are using the WRONG figure, and that other suppliers (my Dad is with EDF) are using the correct figure, they simply don't want to listen.

Everything i can find on the web (not much), shows this 'Volume Correction' figure is a standard/fixed value of '1.02264'.

So, can anyone else confirm that their most recent SP bills show the incorrect '1.2264' figure. Also, if anyone else thinks i am wrong, please let me know.

IF i am correct then SP are charging us all ~20% more for Gas than they should.

victor2

derekwilliams wrote: »

One of the key elements of this conversion calculation is the 'VOLUME CORRECTION' factor which i believe should be a standard '1.02264'. However all my bills since joining SP in January 2015 show this figure as '1.2264' which is roughly 20% more.

That is an amazing error if they've really applied it across the board.
Even the sample Scottish Power bill shown by uSwitch includes the correct factor of 1.02264.
http://www.uswitch.com/gas-electricity/guides/assets/images/gas-electricity/pdfs/understanding-your-scottish-power-bill.pdf

Never been with SP, but with the various suppliers I've used, it has always been 1.02264.
Will be interesting to see if other customers have been affected...

naedanger

derekwilliams wrote: »

Scottish Power are simply the worst Energy provider that i have had the displeasure to get involved with. Their so called Customer Service is simply a joke - the 28 day response time is simply unacceptable.

However, my reason for posting on this forum is that i strongly believe they may be overcharging ALL their gas customers. I suggest that you ALL check your latest bills to see how they convert your gas meter readings (in UNITS) into energy used (in kWh).

As far as i am aware there is an industry standard calculation for doing this conversion, and this is shown on your bill (Page 2 for me).

One of the key elements of this conversion calculation is the 'VOLUME CORRECTION' factor which i believe should be a standard '1.02264'. However all my bills since joining SP in January 2015 show this figure as '1.2264' which is roughly 20% more.

Initially i thought it may have been a simple typo/printing error, BUT i have fully checked my bills and SP are using this higher/erroneous figure in their actual usage calculation!!!.

Despite calls to SP Customer Services, they don't want to know and tell me "this figure is set by the industry for all suppliers". When i tell them i know this, BUT they are using the WRONG figure, and that other suppliers (my Dad is with EDF) are using the correct figure, they simply don't want to listen.

Everything i can find on the web (not much), shows this 'Volume Correction' figure is a standard/fixed value of '1.02264'.

So, can anyone else confirm that their most recent SP bills show the incorrect '1.2264' figure. Also, if anyone else thinks i am wrong, please let me know.

IF i am correct then SP are charging us all ~20% more for Gas than they should.

Wow. This could be interesting.

(I am not with SP but the factor on my gas bill, from 2015, is 1.02264.)

ratters7470

Hi all,

Just thought I’d let you know about my dealings with SP.

We moved into a new build property in Dec 14 that was unfortunately supplied with Gas & Electric by SP. As of today they still haven’t sent us a bill or any form of written communication.

When we moved in we diligently read the meters and called them to take over responsibility for the services and set up a DD for £69 per month based on our consumption in the old house. They have been happily taking the DDs until last month when they decided without warning they were going to take £400.

We noticed and immediately called them, they admitted that it was their fault but told us it was our responsibility to physically go to the bank and claim the money back, I presume under the DD guarantee. We asked them again at the time to send us a bill as we have no idea what we are paying for. No Bill.

This month the same thing has happened and again we must physically go to the bank and claim our money back, Still no bill.

We are eager to switch suppliers but can’t as we don’t know how much, if any we owe SP, They won’t tell us either and I suspect they are having trouble locating the property to set up the bill.

I am tempted to cancel the DD until they sort it out but am worried about the legal ramifications of this, my reasoning is that I have no idea if the DDs I am paying are being credited to my non-existent bill.

We have now opened a case through MSEs Resolve service. I will post back and let you know how that went.

Any advice/thoughts would be much appreciated in the mean time

Rgds

Hoof_Hearted

derekwilliams wrote: »

Scottish Power are simply the worst Energy provider that i have had the displeasure to get involved with. Their so called Customer Service is simply a joke - the 28 day response time is simply unacceptable.

However, my reason for posting on this forum is that i strongly believe they may be overcharging ALL their gas customers. I suggest that you ALL check your latest bills to see how they convert your gas meter readings (in UNITS) into energy used (in kWh).

As far as i am aware there is an industry standard calculation for doing this conversion, and this is shown on your bill (Page 2 for me).

One of the key elements of this conversion calculation is the 'VOLUME CORRECTION' factor which i believe should be a standard '1.02264'. However all my bills since joining SP in January 2015 show this figure as '1.2264' which is roughly 20% more.

Initially i thought it may have been a simple typo/printing error, BUT i have fully checked my bills and SP are using this higher/erroneous figure in their actual usage calculation!!!.

Despite calls to SP Customer Services, they don't want to know and tell me "this figure is set by the industry for all suppliers". When i tell them i know this, BUT they are using the WRONG figure, and that other suppliers (my Dad is with EDF) are using the correct figure, they simply don't want to listen.

Everything i can find on the web (not much), shows this 'Volume Correction' figure is a standard/fixed value of '1.02264'.

So, can anyone else confirm that their most recent SP bills show the incorrect '1.2264' figure. Also, if anyone else thinks i am wrong, please let me know.

IF i am correct then SP are charging us all ~20% more for Gas than they should.

You are absolutely right. The question is whether it is only you.
I'll pm you the email address of somebody with a brain at SP. Explain as precisely as you have above and she will sort it out, I am sure.

derekwilliams

For those that are interested, the following is the error from my latest SP bill.




And this is the correct calculation from my Dad's latest EDF bill.



Note: Ignore the extra 'x2.83' in my Dad's bill, he has an older Imperial meter, (not the newer Metric meter) so there is an additional conversion step involved .

derekwilliams

:eek:
Scottish Power Customer Services have just confirmed that i am CORRECT and that they have been using the WRONG 'Volume Correction' factor on all my Gas bills since i switched to them in January 2015. See me previous posts for the correct figures.

In fact i have discovered that SP's own 'Glossary of Terms' on their website has the correct figure:


They told me that it is only my account that is wrong - but frankly i do not believe them. I am an IT expert and understand how large IT billing systems work, and what they said makes no sense at all.

So i strongly suggest that EVERY Scottish Power Gas customer check their bills for this error, which overcharges you by ~20%.

If this is NOT just me, then Scottish Power have made a MAJOR ERROR.