Beware of unnecessary payment hikes - Scottish Power

DirectDebacle

It is the weekend so don't expect to hear until Monday earliest. PM sent.

TighterThanTwoCoatsOfPain

eschaton wrote: »

I wonder how long it will take the SP rep to answer the cancellation fee query on what should be a simple question.

This is not anything complicated that doesn't happen very often.

I started the switch to EDF 2 days ago and do not expect it to complete before the 30th June - I also do not expect to pay a cancellation fee. I also started the same switch on my parents account this morning.

That's two customers lost for providing consistently crap service to myself.

If I were you I'd get on to EDF to instruct them not to switch before your contract ends.. Gas might take till after that but Elec may not... And in that case expect to be charged the penalty (which is fair enough in my view)

eschaton

DirectDebacle wrote: »

It is the weekend so don't expect to hear until Monday earliest. PM sent.

Going by recent performance - I don't expect a reply for 3 weeks

Thanks for the PM's, T&C's are here:

http://www.scottishpower.co.uk/pdf/L2013.07_OnlineFixedPriceEnergy.pdf

eschaton

TighterThanTwoCoatsOfPain wrote: »

If I were you I'd get on to EDF to instruct them not to switch before your contract ends.. Gas might take till after that but Elec may not... And in that case expect to be charged the penalty (which is fair enough in my view)

Might give EDF a phone as dealing with Scottish Power is tiring. After having a quick look for certain e-mails, Scottish Power appear to feature heavily within my saved e-mails.

Really looking forward to finally leaving them. Just annoyed that I gave them custom for 13 years - never again.

eschaton

Get the flags out for Scottish Power eventually answering the question that I asked on 6th May 2013 - not bad, just over 5 weeks!!!!!

===
Dear Mr. xxxxx,

Thank you for your email regarding your account with ScottishPower.

Please accept my apologies for the confusion you were caused by the previous response.

If you submit an application to transfer energy supplier now, you will not be charged a cancellation fee.

If you have any further questions, you can use our online help facility 24 hours a day by visiting https://www.scottishpower.co.uk/contactus.

Kind regards,

Tanya Periera Santos
Customer Care

DirectDebacle

scottishpower_company_representative wrote: »

Hi sorry for the delay coming back on this. We are seeking some advice from colleagues as to how best to reply. We know that posts are examined in detail so we want to be as clear as we can. Thanks for your patience and we will update as soon as we can.

David

Hi David,

My questions in posts #55 & 58 are straightforward so shouldn't require much, if any, consultation with colleagues. Have you the answers yet?

DirectDebacle

eschaton wrote: »

Get the flags out for Scottish Power eventually answering the question that I asked on 6th May 2013 - not bad, just over 5 weeks!!!!!

I'd hold off on the flags until you receive the final bills, just to be sure.

eschaton

DirectDebacle wrote: »

Hi David,

My questions in posts #55 & 58 are straightforward so shouldn't require much, if any, consultation with colleagues. Have you the answers yet?

More chance of winning the lottery than getting a quick answer from this shower.

DirectDebacle wrote: »

I'd hold off on the flags until you receive the final bills, just to be sure.

Know exactly what you mean.

Scottish_Power

Hi there, I’m really sorry for the delay coming back on this, I just wanted to check a couple of things in relation to the points you raised.

Are you saying that if a SP customer whose contract is ending on 30/6/13 applies to switch now and the new supplier takes over the supply on say 7/7/13 (or any date after 30/6/13) the customer will be liable for a cancellation fee?

We would only apply a cancellation charge if you cancelled your product by switching to another supplier before the product end date. If your supply left after the product end date we would not apply the charge regardless of when you made the application to switch.

On 8th June 2013 the customer cancels the DD with their bank and notifies SP of this. Is a cancellation fee generated because the DD has been cancelled prior to 30/6/13?

Currently we do not apply a cancellation charge if you cancel your Direct Debit; however we would be entitled to move you to a standard tariff if you cancelled your Direct Debit before the end of the product term.

I hope this helps but if there is anything else you need please let us know.

David

DirectDebacle

Hi David,

Thank you for clarifying that SP will not apply cancellation charges and move a customer on to a standard tariff upon receiving notification of an intention to switch.

I know SP system automatically did this. Has this fault now been rectified?

As regards placing a customer on a standard tariff if the payment method is cancelled by the customer before the end of the product term but after the last due payment is made under the product term.

What entitles SP to take this action?

Thanks.