Add your feedback on energy supplier Scottish Power

Hoof_Hearted

This so important, I think you should start a new thread as all SP gas customers need to check their bills. Well done for spotting this and pursuing it with them until they admit the error.

derekwilliams

Hoof_Hearted wrote: »

This so important, I think you should start a new thread as all SP gas customers need to check their bills. Well done for spotting this and pursuing it with them until they admit the error.

Great suggestion - done.
https://forums.moneysavingexpert.com/discussion/5284776

RebTech

Due to the fancy metering arrangement here I have no choice in electricity suppliers, I'm stuck with Scottish Power, and it's a bit of a nightmare.

In a couple of weeks it will be eight months since I moved in to this flat and they have yet to produce a bill.

There's more to it than that though.

They've broken most of the numerous promises they've made regarding time frames, whether for getting back to me or for actually resolving issues.

For several months they couldn't even tell me what my metering arrangement is (despite pictures supplied) or what tariff I was on.

A substantial proportion of their emails contain factual errors.

The latest contains a copy of a letter supposedly sent to me but which I never received -- no wonder, it was sent to entirely the wrong address, hundreds of miles away.

Just today I put another two of their letters addressed to the previous occupant back in the post marked "not this address, return to sender" (the fifth and sixth, I think -- they always come in pairs).

A couple of months ago I was told in no uncertain terms that their "system issue" had been fully resolved, all was well and I'd be getting a bill shortly. It sounded so good I let myself be persuaded to drop the formal complaint. All that resulted was they started taking the monthly direct debit. Sorry, one other thing, my account was credited with £20 compensation, but that's looking like rather a paltry sum now.

One good thing: the complaint was left open. So now I've taken it to the ombudsman. We'll see what happens next.

wallop_2

My account at Co-operative Energy was subjected to an erroneous transfer to Scottish Power - this was over a year and half ago.

Despite the length of time, I am still trying to resolve matters.

No one really listens, no one actions anything promised, but I do get frequent e-mails from their ridiculous Customer Service Manager telling me to log-in to my account (which I do not have) and view my latest bill.

During this time they have sent the debt collectors after the imaginary bill and I have had to keep trying to set the record straight.

I have even tried to e-mail the CEO - who did answer - and promised it would all be resolved within five days. But of course it was not and was just a lot of thoughtless hot air.

I will never ever use Scottish Power in the future, no matter what changes.

I have not found the ombudsman to be of much help either.

How can one be put through months of waiting on the telephone, having letters ignored, e-mails unanswered and such a shoddy service and then be offered a pittance in return ?

What was the point of privatizing all these utility companies ? Where is the competition, decency, honesty, professionalism or customer service ?

Scottish Power and the management are a very sad joke in my personal opinion.

corners_2

wallop wrote: »

My account at Co-operative Energy was subjected to an erroneous transfer to Scottish Power - this was over a year and half ago.

Despite the length of time, I am still trying to resolve matters.

No one really listens, no one actions anything promised, but I do get frequent e-mails from their ridiculous Customer Service Manager telling me to log-in to my account (which I do not have) and view my latest bill.

During this time they have sent the debt collectors after the imaginary bill and I have had to keep trying to set the record straight.

I have even tried to e-mail the CEO - who did answer - and promised it would all be resolved within five days. But of course it was not and was just a lot of thoughtless hot air.

I will never ever use Scottish Power in the future, no matter what changes.

I have not found the ombudsman to be of much help either.

How can one be put through months of waiting on the telephone, having letters ignored, e-mails unanswered and such a shoddy service and then be offered a pittance in return ?

What was the point of privatizing all these utility companies ? Where is the competition, decency, honesty, professionalism or customer service ?

Scottish Power and the management are a very sad joke in my personal opinion.

I am in exactly the same position as you, the Ombudsman don't seem to care either which leaves us with nowhere to go with this. I agreed a resolution in September 2014, and am no nearer getting it sorted out. I wouldn't move to another company until they get their act in order as I have no confidence it will ever be sorted.

RaspberryFool

I have seen it in the polls and read it in the newspapers ... and now I can safely confirm that Scottish Power has the worst customer service of any utility company that I have ever dealt with. Come to think of, it's probably the worst customer service of any organisation full stop. I have lost count of the number of times I have had to call them over the last 10 months on behalf of an elderly relative. Every time we call we get a different story, we get promises to call back which never materialise, we get told there is a problem with the bank account, etc. etc.

So a word (actually two) of warning for anyone considering transferring to Scottish Power ... caveat emptor.
(Let the buyer beware)

RF

SplanK

I moved into a property on the 10th July with a faulty electric meter. So far they have sent somebody to read the meter, and 'forgot' to book a further appointment in, despite me being quite insistent with the person on the other end of the phone.


I now have a complaints number, and somebody called "Scott" looking after the complaint. Trying to book in another appointment only to find that the booking system is faulty. He said he would call back, but so far a week later and nothing!


They have estimated our usage sky high, and with no evidence to suggest otherwise (due to lack of meter readings), nobody seems to be listening!


I cant wait to transfer away from them back to Eon!


Scottish Power - THE worst company I have had the displeasure to deal with.... and that's saying something as I am currently battling Nissan with an oil loss problem on a brand new car!

tangoev

Moved to Scottish Power from OVO to access better rates and Economy 7 as we purchased a Nissan Leaf and wanted to charge at night. We had an OVO smart meter. It has taken Scottish Power a year to admit that they cant read a Smart Meter. Now they want to charge us the total electricity used at the full rate.
No good points at all. Haver spoken with countless customer service staff all hopeless.

SplanK

Ok, now I have had time to calm down a bit.


After raising a complaint to the right complaints dept, and getting a compliant dept.


So far...
1. Managed to get a replacement electric meter (annoying installed by the same person who came to READ the meter first time around).
2. Offered £20 for the miss 2nd appointment, and agreed a 2nd £20 credit for the 1st attempt where the meter was read but not replaced. They actually called me to offer this.


Meter has been swapped and has been in a week. They said give it 4 weeks before giving them meter readings, it can also take 4 weeks before the new meter is registered on the national DB...


So the trick for me has been, get onto the complaints team, get a complaint reference, and be clear with your 'wants'. Hopefully I can put this issue to bed and migrate to somebody else soon!

BenMolloy

This story takes place over three years and three properties. We moved into our first family place, it was a beautiful flat and we were so excited. The first thing we did was to choose our utility supplier. Scottish Power come in at number one on price so I pick up the receiver and dial their number. The salesman was on form doing what they do best and we ultimately joined up. A good seven or eight months pass with no hitch until we start receive a letter from British Gas saying we owe them money for Gas. A quick call to my trusted energy provider calms all my nerves as they confirm that I was safely getting both gas and electric from themselves and to disregard the letter as it is obviously an administration error on behalf of British Gas. A few week pass and another letter pops through our letterbox, once again Scottish Power say that they have checked the national database and our energy is supplied by them. This time I thought I best call BG so I do and they tell me that they have been providing our gas only since we moved into the flat. Back and forth I go between the two until eventually I receive a letter threatening court action from British Gas within the next 7 working days because of this outstanding amount. Panicking now I try Scottish Power one last time, stressing the importance of getting to the bottom of this when they finally look properly and discover they had actually switched the flat next door’s gas meter over to them and ours was indeed being provided by British Gas. At last! We knew what was what. After another hour on the phone I finally got them to refund all the money for the gas half of our dual fuel account to which I immediately paid (plus more as the bill was higher) to British Gas. No apology from Scottish Power and they eventually transfer our gas over too. Crisis over? For now.

We decide it is time to move from our first flat into our first house. Two weeks before we move I call SP to tell them my new address and for them to begin the switch. “OK that is all done for you thank you”. We get into the new house and I installed the app to see that my new account had my house, number 62 and an empty house two doors down 60a. Well I hope I am not paying for two here… A phone call later and I got the generic response, “It is an admin error”, they go on to tell me that they have sent the request through to the correct team to get this removed and not to worry. Submitting the next months meter readings I once again notice that this ‘admin error’ is still admin erroring on my account so a further phone call later I get the same script as the last. Not being too worried as the house is empty I put the phone down and forget about it. Until we move into our third and latest property. I log on to put in our final meter readings and notice that 60a is still there and this time there is £143.33 outstanding and then it clicks that a lady and her daughter moved into that property a month or so before. Once again we call again to hear that they were sorry that they didn’t remove it beforehand butt his time as it is clearly not our account and money is owed on it that they have escalated the issue with a higher team to get it removed and not to worry. Our life goes mental with both working full time, me on nights and my wife on days and trying to move house. Into our new beautiful (and final house, if the wife likes it haha) and we have a pre-payment meter in here from EDF. I call SP to tell them this and they say that they are aware of this and we have to stay with EDF for one week and after that call for them to switch it and get a credit meter installed, but in the mean time they will switch the gas. Fair enough. So then at work I get a message from my Victoria saying that Scottish Power had attempted to take a payment out for £38. Well that confuses me as when I originally switched houses the DD was set for the end of the month and was £95. Now we don’t use the Halifax account for DD’s as we put all the money in at the end of the month and all the DD’s are set to come out on the 1st, so safe to say there was no money in it. Yay! A £20 charge, of which they STILL haven’t refunded. They couldn’t explain to me on the phone why or where the payment request come from, shockingly. Anyhow on the same phone call I ask what is happening about my switch over on the electric side. It will be switched by Sept 3rd. Great, no more wandering to the shop to get electric. 4th September arrives and I call to get my new credit meter installed as they now have both gas and electric right? WRONG! I get told that my electric was never asked to be switched from EDF and they will start the process again. ARGGGHHHHH. Had enough and go to log a complaint. “You’ll receive a phone call within 10 working days” Did I? Nope. Then a blast from the past the £143.33 get requested to come out of my account, remember? The account that wasn’t mine and was told multiple times that it would come off? Yay, £20 charge again. So I call up again to get a really nice lady who had a look into the account to tell me that the £143 account for my old neighbour of 60a was actually a supply address of 53 across the street. WOW. She was happy to listen about me drivel on about all this and was very sympathetic. On this phone call I get passed from pillar to post and eventually I get someone who tells me that the account has definitely been removed from my account as they’re looking at it on the system live. OK. Finally! Ask what was happening on my complaint and I get told that they closed it without even speaking to me or actioning anything! I never complain to any company so I am not well versed in this sort of thing but I am pretty sure that this is not the correct way to deal with one? I ask for it to be reopened and they say OK. I ask to go through to the complaints department and they say they can’t as they weren’t logging a new complaint and that it wasn’t procedure but they then give me a number to call for the complaints department. I hang up and call again to find I am back to the same menu and going back through to the same department. Do these people actually realise the number they give out is their own number and all they’re doing is passing someone they talk to back around to someone else in their call centre??

Then Victoria messages me the following day asking “why I changed the login details for the app?” Erm, I haven’t… So another phone call and when I give the first lady I spoke to my postcode I get the response “Sir, no account at all is registered to this address”. So turns out after another 2 hours on the phone that they didn’t actually close any account they just changed all the names to “Occupier”. How much can one company screw up before I have to do this sort of thing to try and get my message across! Anyhow present day and we still haven’t had our electric switch and I am still having to go out of my way to pay more for my electric at the local shop. I haven’t come across anyone on this journey who seems to have some intuition about them and wants to take ownership of all this and get it resolved. Does anyone out there have any advice!! It is getting to the point where I feel something has to be done but I am sick to the back teeth of telling the same story over and over again to a company that seems to not care in the slightest!! I feel like emailing using my friend’s platform to send this story to his 3 million companies and private email addresses and to try and turn potential customers away from this place!

I have probably missed out plenty but you get the idea of the hell we have had to endure.

Thank you for listening.