Closed account with Scottish Power still in Credit

PZH

Just an update...

Spoke to Scottish Power before Christmas (19/12/13) who confirmed they had the meter readings and the chap generated a final bill there and then. This resulted in a credit of just over £230

He did say that there had been "issues" with the auto-refund system and would keep an eye on it and make sure the refund went through. I also raised a complaint at the same time and was given a reference number.

Spoke to Scottish Power again yesterday and asked why the refund had not been processed yet. The girl I spoke to was from the complaints department (It appears that I went straight through to them after putting my account number in on the phone) and she stated that a manual refund was needed.

She then proceeded to tell me that this needed management approval and could take up to 10 days. When I pressed her that this should have happened before Christmas and therefore they only had till Monday (10 working days) to get the refund to my account she decided to offer me an "additional" sum as compensation for late refund.

This would appear to be a set amount (£22 ?) and will appear in my bank account as a separate transaction.

So - still waiting for my money, but it should be with me soon.

PZH

Final update on the sorry state of Scottish Power and refunds

Received my £22 compensation earlier this week :j

Just checked my account and the refund of credit is now back in my bank account :j

I do find it slightly ironic though that the compensation appeared a whole 3 days before the refund :rotfl::rotfl:

Still, all's well that ends well :beer:


Edited to Add: Also received my cashback as well for the switch :j

cashgang

:wall:

Wahey I'm not alone!
Npower says they sent final reading and scottish power says they not received it and I should contact npower again!
At the moment £307 in credit!
They may have made switching providers easier, but in the year 2014 where I can pay anything immediately with a click on the computer or a tap on my mobile, once they have your money the digital revolution dissappears.
Is maybe behind their doors no computers etc. but instead some old desks full of dusty folders with grumpy office workers eating bananas?

fed_up_hippie

I put up to date meter readings online through their website on 28th November 2013 and again on 9th December 2013, plus I telephoned these meter readings on 9th December 2013, I spoke to Helena who said that the meter readings were not on our account. When I checked my emails I had recieved one thanking me for my meter readings on 9th December 2013. Helena said that she would ring me back on Friday 13th December 2013 between 10 and 11am. No call back. So I rung again and spoke to Colin at 14:00 on 13th December 2013, who informed me that no meter readings were on our account still, despite the fact that they were read by a gentlemen who came into our house on 12th December from Scottishpower, Colin said that he could not issue the refund because there was no up to date meter readings on our account!!!!! and nobody had been out to read our meters!!! Colin also said that it was not on our account for a call back on the 13th December 2013. I had to give Colin meter readings again!! that was the fourth time I had given them. Helena rung back at 16:00 she said that she had the wrong time for call back on our account,( Colin had said no call back was due to us!!!) she asked again for meter readings!! Helena said that our account and meter readings would have to go to the back office which takes 5 days and we should have the refund by friday 20th December 2013. Helena said that she would ring back on Monday 23rd December 2013 between 10 and 12, she said her hours were 10 till 7. No call back. Because of all this agro trying to get our refund back we have cancelled our direct debit for January 2014 as we are also in the process now after all this of switching our supplier through the cheap energy club on here.
I have a copy of the email sent to me thanking me for my up to date meter readings which I received on the 9th December 2013. So why was I told by Colin and Helena that no meter readings had been received and also after they were read by Scottishpower on the 12th December??
rung again on 2nd jan, spoke to conner who yet again took meter readings!! he said that we should receive a cheque in next 14 days. I have also emailed david at scottishpower who deals with complaints on here but received no reply!! we asked for our refund again last December and still waiting for our refund!!! is it true that they also owe us late refund money as well?? :mad:

fed_up_hippie

hi we had an actual bill 2 days ago with £431.95 in credit, checked on our account online 2 days ago as well and its dropped to £84.46!!!! since I checked it this afternoon, they don't say why, we are praying a cheque is on the way at last but why have they kept back the £84.46??

Just been on our online account again today 10th jan, and our account balance is zero!! fingers crossed cheques on way or its been paid back into my hubbies account. Scottishpower are an utter disgrace and I shall be carrying on with the energy ombudsman complaint because their customer service is disgusting, why should be have to fight for our well earned money back?? :mad:

fed_up_hippie

PZH wrote: »

Final update on the sorry state of Scottish Power and refunds

Received my £22 compensation earlier this week :j

Just checked my account and the refund of credit is now back in my bank account :j

I do find it slightly ironic though that the compensation appeared a whole 3 days before the refund :rotfl::rotfl:

Still, all's well that ends well :beer:


Edited to Add: Also received my cashback as well for the switch :j

Well done, what a company they are disgusting and have lied to me a few times!!! :mad:

fed_up_hippie

SnowMan wrote: »

According to Audrey Gallacher, Director of Energy at Consumer Futures on this moneybox programme (at 2 minutes 50 seconds) the billing code, that the major suppliers are signed up to, means you should be refunded credit within 28 days of leaving the old company. I can't find any verification of that 28 days by the way.

The whole item is worth listening to and starts at 40 seconds into the programme. It includes an example of someone else switching from Scottish Power having problems in getting their refund.

I would put in a complaint to Scottish Power about their not refunding credit within 28 days.

I am having the same problem with EDF on switching to Npower. They aren't refunding me my credit although I switched last month. They said they didn't have my electricity read even though I gave it to Npower promptly last month. Ring up Npower and eventually get them to phone through the figure to EDF. Ring up EDF they say they haven't got my electricity read. I say it was phoned through yesterday. They say yes it was but they can't use that they need to wait until it is sent through. Complaint registered with EDF.

Ive put a complaint letter into Scottishpower sent recorded, energy ombudsman said I had to wait 8 wks for a reply, then she will act!!! :wall:

greeneggsandham

I'm not surprised by the problems you have all been having, but I am outraged that we have to work so hard to get our own money back. I'm currently on hold to Scottish Power customer services – have been for the last 33 minutes.... and counting! My switch from SP dual fuel to EDF went through on 30 October 2013 and I submitted my final readings on 01 November. SP closed my gas account but the electricity one remained 'live' within my SP online account area. I phoned on 16 December to query this and ask when I would get a final bill. I was told that my final readings had been received and I would get a final bill and a refund of any remaining credit by the end of the month. I got a final electricity bill on 24 December – which was estimated! My account shows as £122.11 in credit, which might not sound like much but I could certainly have done with it over Xmas, and right now given that my bank account balance is £7!

I just got cut off after 38 minutes on hold, and have had to redial and start again. If I ever get through to them I will mention the 28 day limit for refunds and see whether that helps. It will be interesting to see whether I get cut off again when they run out of muzak to play down the line – right now enduring Huey Lewis & the News for the second time......pffffft :mad:

Matt_Leitch

I have exactly the same tale to tell...

Closed an SP account in January 14, chased them for refund to be told they hadn't received meter readings and that they couldnt take them from me they had to come from my new provider.

Chased my new provider who provided them again and copied me in.

Phoned/emailed SP who claimed they still didnt have readings.

Repeat the process.

On the third attempt SP finally agree to take meter readings from me and produce the final bill in April 14.

Still no sign of a refund and its mid July!

SP phone service either conveniently for them cuts you off once they understand your issue or sends you into phone wait purgatory. I did once hang on for over an hour and was still on hold!

You can schedule a call back on their website. God only nows how far in advance you have to ask for as no call back times were available on any day up to a month ahead when I checked.

If you email them they promise to get back to you in 5 working days and never do.

Ombudsman is far too slow to be of any help.

Looking at average bill savings and how many people switch SP could be making £1million in interest per year based upon this forum.

It's not daylight robbery it's gaslight robbery!