Impossible To Contact Scottish Power

fallen121

I have an issue with my account at Scottish Power and really need to speak to someone about it.

At the moment, I am trying to contact them using the contact form on the website. I have entered the account number exactly as it is shown on my bill. It is impossible to enter spaces, etc. because you only get 11 characters, no more and that is the amount of characters in the account number. However, I keep receiving the message "Please enter your account number correctly". So I basically cannot send a message because I cannot proceed until they somehow recognise my (valid) account number. This is all whilst being logged into my account online so it is not as though they cannot recognise me from that. I suspect it is a bug as they have recently re-vamped the website.

The only other option is a callback which isn't much help to me. I work in a call centre and cannot receive personal calls during the day. Quite often I have tried callbacks and they come through after my break is over and I am back at my desk. One time they did call back but I was driving home from work and as I was on the motorway I could not pull over to talk to them. I did try and explain this over Bluetooth and that it was really quite dangerous for me to be talking to them at all and all they kept asking over and over was for my account number which I obviously couldn't access at that point and couldn't pull over to look it up so of course they terminated the call.

I am so fed up with companies who make it deliberately IMPOSSIBLE for customers to contact them when they have an issue.

I suppose I am going to have to resort to snail mail and spend weeks waiting for a reply?

So much for technology! :mad::mad::mad:

martin2345uk

I had the same issue!! Dreadful isn't it!

What I ended up doing, is creating a Twitter account and contacting them that way - they have a dedicated team that troubleshoot on there. Their Twitter handle is @SP_EnergyPeople .

I know it seems a faff but they really helped me out, in a very short space of time, even calling me rather than calling them.

fallen121

Oooh what a lovely idea. I will try that now. Thank you. I'll le you know if I get anywhere!!

martin2345uk

fallen121 wrote: »

Oooh what a lovely idea. I will try that now.

Aye it's worth a try! My username is Tino2345, you can see what I wrote to try and get their attention

I did praise them once it was all sorted too as I believe good customer service deserves praise as much a poor deserves criticism

Oli.s

I've used the call back three times in the last 7 days. The ASAP callback option all gave me a specific time which was with 40 mins of clicking the button. Could you maybe do that 35 mins before your break so the callback drops within it. I have to say,they called me back at the noted time on the dot.

fallen121

I've Tweeted, but the callback option is a good idea. The only reason I haven't considered it before is that if you are on a call and it takes a while to resolve then you will be late going for your break although you still get the same amount of time.