Is it just me or is Scottish Power service seriously deteriorating ?

EricMears

The_Green_Hornet wrote: »

The only undeniable record you have is that you sent it not that it has been received.

What you perhaps don't realise is that SP have an autoresponder giving instant confirmation that an email has been received and that when staff actually open the email another receipt is generated.

EricMears

It just gets worse and worse !

Today I've received their 'self bill invoice' dated 12th June. But there's still no sign of any payment into my bank.

The invoice also contains an error in that the intermediate reading for April 1st which I supplied on April 1st and repeated on May 15th has been ignored and a higher figure used - effectively robbing me of £2.90

Still no sign of any comment from an authorised Scottish Power representative I see !

tunnel

Eric,
You may be better going on to the utilities board and posting your problem/question on there. If their reps are going to lurk somewhere i'd imagine it to be on there.

EricMears

tunnel wrote: »

Eric,
You may be better going on to the utilities board and posting your problem/question on there. If their reps are going to lurk somewhere i'd imagine it to be on there.

Thanks Tunnel,

I managed to find a posting by the company rep on another thread which included an email address for him/her ([EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL]).

I'd already sent an email to SP 'microgen reads' and I've now copied it to that address.

EricMears

Unbelievable !!! :mad:

Although Scottish Power's terms include the promise that payment will be made within 28 days, they apparently feel it acceptable to initiate a payment on the 29th day then use some weird banking system that manages to delay payment by a further week !

But if you think that's madness, wait till you read the next bit.

I reported a meter reading at 8:30pm on March 31st. Astute readers will realise that was after dark and wouldn't have changed until 9am next day. Scottish Power acknowledged that on the Tuesday.

Apparently they then logged that reading for March 31st and when they came to calculate the May FIT payments decided that as they didn't have an April 1st reading they'd have to generate an estimate. Their 'estimate' was 192kWh higher than the reading they had logged for the previous day ! I've included following snippet in my latest email :-

which moron accepted that I might have generated 192kWh in one day ? (but do feel free to estimate that I will generate a similar amount every day for the next 23 years – I shan’t challenge your calculations !)

dreaming

EricMears wrote: »

Unbelievable !!! :mad:

Although Scottish Power's terms include the promise that payment will be made within 28 days, they apparently feel it acceptable to initiate a payment on the 29th day then use some weird banking system that manages to delay payment by a further week :-

I have now received my paperwork from Scottish Power giving my meter reading dates etc. (16th July it starts) so am keeping my fingers crossed that everything goes smoothly. Forewarned is forearmed!

OffGridLiving

Funnily enough we're just transferring to them from Eon and we're having real problems getting our gas across. Our electricity is there already and so we're now int he position where we're paying 2 lots of direct debits based on dual fuel, yet we only have 1 utility with each and we've lost the dual fuel discount. No idea when the gas will be moved across, they just say "it's all in hand".

Might sack it off and just move my electricity back to Eon. I was happy with their service, and only switched to save a few quid.

EricMears

Pleased to report that I've now had an apology from SP for the FIT delay and promise of an ex-gratia compensation award.

Readers won't be too surprised to hear that they've decide to pay the shortfall + compensation by cheque rather than relying on the 'new improved' automated payments system

They've also backed down on a threat contained within a computer-generated letter telling me that they felt entitled to charge an enhanced rate because I'd cancelled my direct debit. My reply that if they were applying that enhanced rate to my negative usage between end of May and my contract end (they'd 'estimated my June 1st readings at rather more than the June 16th actuals ! ) I'd probably gain on the deal may have prompted their apology :rotfl:

KevinG

dreaming wrote: »

They came and changed backwards running meter

Was that based on the declaration on your FIT registration or did you request it separately?

Dave_Fowler

KevinG wrote: »

Was that based on the declaration on your FIT registration or did you request it separately?

I'm also with SP.

Since my 2nd PV system was installed, the meter has run backwards for some long periods. I told them 3 years ago when system 1 was installed that the meter ran backwards and they took no action.

At the beginning of May this year, when it became apparent that there was no way that I'd get a positive usage on the meter - even allowing for import on the dull days and during the evening/night - I asked for a telephone call-back. I explained the situation to the lady. She said "It's quite normal for the meter to run backwards when you're generating more than you are using". "Really"? I said "and it won't damage the meter" I asked in innocence . I then asked what would happen when I sent in a meter reading which showed a negative import. "Oh that's ok", she said, "we'll credit your account with the difference when you send in the reading - we have your bank account details we use for the DD".

Quite unbelievable!

Just to get this in writing, I emailed their customer support department giving them a synopsis of what I had been told, asking them for confirmation that what I had been told was correct. Their reply was that I had already received a full answer by telephone and that the details were correct.

We'll see what happens next month when I send in the next set of readings.

Dave F