Add your feedback on energy supplier Scottish Power

mjm72

Joining Scottish power was easy.  Before joining I rang them as I wanted a smart meter.  Was told over the phone after some checking that others on my area had them installed so should be no problem.  Now that I have completed the switch, I’m told sorry no smart meters in your area.  Not happy and have complained as feel I was misinformed. They should be clearer on this at time of trying to join.

The reason I wanted smart meters is due to an awkward location of a meter which currently means moving furniture etc every time a reading is needed.

Jeremy_Boden

As opposed to having your electricity turned off for a few hours in the middle of Winter.

I don't want these "smart" meters and luckily Scottish Power haven't pestered me about installing them.

loadiebull

I changed energy suppliers on 18 Dec 19 and left Scottish power, my account was £247 in credit, as I had closed my direct debit they stated that they would send me a cheque for the amount, it is nearly 3 months and I am still waiting, apparently the first cheque was "lost" so they cancelled that and sent me another,  the same thing happened so I raised a complaint to the Directors support team on 01 Feb, they assured me that they had sent a third cheque which would arrive within 14 working days, here we are one month later and still no cheque. I have spoken to customer services on a weekly basis but just seem to be going round in circles, has anybody got any pointers or advice on my next steps please ?

accorian

loadiebull said:

I changed energy suppliers on 18 Dec 19 and left Scottish power, my account was £247 in credit, as I had closed my direct debit they stated that they would send me a cheque for the amount, it is nearly 3 months and I am still waiting, apparently the first cheque was "lost" so they cancelled that and sent me another,  the same thing happened so I raised a complaint to the Directors support team on 01 Feb, they assured me that they had sent a third cheque which would arrive within 14 working days, here we are one month later and still no cheque. I have spoken to customer services on a weekly basis but just seem to be going round in circles, has anybody got any pointers or advice on my next steps please ?

As mjm72 pposted earlier on this page, Scottish power is very good at making it "easy" to join. but that's because its corporate culture, from top to bottom, is of lying and cheating, for which it needs to attract a regular influx of victims -- as you're now finding out. "Leaving" Scottish power frequently involves the kind of situation you're in and so you have to make a formal complaint to the company, then wait for several weeks, then complain to the Energy Ombudsman, which ultimately won't do anything except go oh dearie me, tst, tst, and agree with Scottish Power's standard defence (for the past 5 years at least)  that "unfortunately, an IT problem is to blame". Go ahead and complain, and then make sure to get £30 comp via the Ombudsman (it's all Scottish Power will offer you anyway as compensation, under the pretence it is a "goodwill payment") and pocket the £30 along with your £247 and breathe a sigh of relief that finally that you're rid of one of the most loathsome companies operating in the UK, an energy supplier that should have been stripped of its licence by the regulator long since. A pity you cancelled the DD because otherwise Scottish Power would have had no excuse for not paying you instantly by bank transfer, instead of all this nonsense about issuing cheques.

Dazed_and_C0nfused

loadiebull said:

I changed energy suppliers on 18 Dec 19 and left Scottish power, my account was £247 in credit, as I had closed my direct debit they stated that they would send me a cheque for the amount, it is nearly 3 months and I am still waiting, apparently the first cheque was "lost" so they cancelled that and sent me another,  the same thing happened so I raised a complaint to the Directors support team on 01 Feb, they assured me that they had sent a third cheque which would arrive within 14 working days, here we are one month later and still no cheque. I have spoken to customer services on a weekly basis but just seem to be going round in circles, has anybody got any pointers or advice on my next steps please ?

In future don't cancel the direct debit.  I have moved suppliers numerous times, now on third stint with Scottish Power and have always had credit balances automatically refunded without any great delay.

On a recent change the old supplier specifically mentioned not cancelling the direct debit and I got the refund shortly after the final bill was raised.

No excuse for bad customer service after the event but there are ways of avoiding being in that position in the first place.

loadiebull

I appreciate the comments about not cancelling the direct debit, however I was just worried that they would continue to collect payments not due.
Thanks again

Biscuit_Tin

loadiebull said:

I changed energy suppliers on 18 Dec 19 and left Scottish power, my account was £247 in credit, as I had closed my direct debit they stated that they would send me a cheque for the amount, it is nearly 3 months and I am still waiting, apparently the first cheque was "lost" so they cancelled that and sent me another,  the same thing happened so I raised a complaint to the Directors support team on 01 Feb, they assured me that they had sent a third cheque which would arrive within 14 working days, here we are one month later and still no cheque. I have spoken to customer services on a weekly basis but just seem to be going round in circles, has anybody got any pointers or advice on my next steps please ?

Check with the supplier they have your correct, current postal address.

 If so, then make a complaint to Royal Mail, and possibly the police. For Royal Mail to have lost one item of post may be an accident, but to have lost two (and possibly 3) in quick succession sounds like an investigation may be in order.

https://www.thurrockgazette.co.uk/news/17881257.postman-44-stole-10-000-worth-items-parcels/

https://www.independent.co.uk/news/uk/crime/postman-jailed-after-hiding-75000-letters-in-garden-shed-8073701.html

https://www.countypress.co.uk/news/18161680.thieving-postman-stole-money-greetings-cards-isle-wight-court-hears/

Just three of numerous examples over the years. Not surprising there is the odd bad apple in an organisation as large as RM, but you can help root them out.

SeriousHoax

Hello I joined Scottish Power September 2019.
"Dual FuelSuper Saver September 2020 B2"
I noticed my direct debit has went up from £106-month to £115 a month.

I give a regular metre reading once a month any ideas why the price has increased.?

Jeremy_Boden

You can alter the direct debit payment on the website - it will ask for your meter readings when you do this.

I always make substantial reductions in the summer/autumn, but you can do it anytime.

victor2

SeriousHoax said:

Hello I joined Scottish Power September 2019.
"Dual FuelSuper Saver September 2020 B2"
I noticed my direct debit has went up from £106-month to £115 a month.

I give a regular metre reading once a month any ideas why the price has increased.?

THe direct debit amount is intended to spread your annual usage over a year, so you pay more in the summer (than your actual usage would cost) and less in the winter. If you have statements or readings from a year ago, compare them to your current readings and work out your annual usage in kWh. Electricity meters read in kWh, so it's easy. The formula they use to convert gas meter readings to kWh is usually in your statements. Calculate what that usage would cost on your current tariff, not forgetting the standing charge, add gas and electricity together then divide by 12 to get a realistic monthly cost.

It gets a bit trickier if you've not been paying enough for a few months, but that's the basic principle.