scottish power won't take my money (despite numerous calls) where do I stand?

minx_2001

This is a long one - please be patient as I need advice. What would you do...we moved into our house at the end of October and we immediately contacted the gas/electric supplier of the property (scottish power) to say we'd moved in/inform them to change our names on the bill etc and set up monthly £100 direct debit payment for duel fuel as we were (initially) happy to stay with them. after a 2-3 weeks we'd heard absolutely nothing, no welcome pack, no account number, so I logged on using the email and password I'd set up on the phone the initial day I rang them and no account was showing linked to our address so I called them one Saturday (their phone line was down) and instead emailed with no reply - well an automated one that never got followed up. after a month living in the house we noticed no money had been taken from our joint account so call them again and they couldn't find our account so we emailed customer services too. I did get a reply this time saying there's an error on the account and it will be sorted - that was dated nov 29th. It's been two months now, we've called and emailed various times let alone tried to submit meter readings. We have no idea what our account number is and scottish power still haven't set up the monthly direct debit yet to take any money from our account. I think swapping providers is the only option we have left at this point!? (scottish power can go whistle for their £50 cancellation fee or whatever it is) fingers crossed they can't trace our account and we walk away owing them nothing, worst that happens they bill us £200 for the two months we have lived here. Don't know what else to do, given up trying to contact them and I don't want them, in six months time, to call us with a £600 bill!?!?!? The other thing is if the shoe was on the other foot and we owed them money they'd be sending us ratty letters and also I don't want to be blacklisted for something that isn't my fault; we've never missed a single payment for anything and think we've for above and beyond trying to contact them!?

meenlaragh

Hi Minx

I think that Citizen's Advice now handle complaints for energy companies so it may be worthwhile giving them a call. Also there is the energy ombudsman who may be able to help you.

Your energy company will be signed up to the Energy UK Code of Practice for Accurate Billing which includes a section on back - billing.

http://www.energy-uk.org.uk/publication/finish/43-code-of-practice-for-accurate-bills/412-the-code-of-practice-for-accurate-bills-back-billing-for-domestic-customers.html

Have you still got your email that you sent to Scottish Power in your sent box as that will prove that you have made all the effort.

Hope this helps

minx_2001

Thanks for your reply it's much appreciated, I have copies of emails and a few dates recorded of when we have called them.

bluebag

I would send a formal complaint letter(not e-mail) to head office outlining everything that has happened to date and giving them a set time to reply and fix it. Inform them that if it isn't sorted out you will refer the situation to the ombudsman for investigation.

If that doesn't sort it out then you can go to the ombudsman to ask them to investigate. You will then have a formal case for them to answer and the documentation you need.

Put the £100 a month you would have paid into a separate account so you have the money to pay for any utilities you have used.

minx_2001

Thanks. Yes I've already written a lengthily letter to head office and said I wanted it sorted ASAP (didn't mention the heavy stuff) and heard nothing back. Have also put the money away for when they send me the closing amount we owe; to be honest it's got to the point where I just want to go with someone else and be done with it, I certainly won't stay with them and won't recommend them to anyone else, we have been with southern electric in our precious two houses over the last 15 years and never had a single problem, it really shouldn't be this difficult to pay for your bills!

bluebag

minx_2001 wrote: »

Thanks. Yes I've already written a lengthily letter to head office and said I wanted it sorted ASAP (didn't mention the heavy stuff) and heard nothing back. Have also put the money away for when they send me the closing amount we owe; to be honest it's got to the point where I just want to go with someone else and be done with it, I certainly won't stay with them and won't recommend them to anyone else, we have been with southern electric in our precious two houses over the last 15 years and never had a single problem, it really shouldn't be this difficult to pay for your bills!

Don't blame you for wanting to go with another supplier, strangely I've been with scottish power for years with no problems at all. Odd isn't it.

I do think it's a case of if it isn't all started OK and going to plan, they don't seem to be able to sort out the mess.

This seems to be a theme with a lot of organisations, if I doesn't run smooth first off they seem unable to unravel the problems.

luxor4t

I hope it is sorted soon for you, I'm not impressed with their admin either. MiL was with Scottish Power and when she died DH has transferred bills etc to his name. They are insisting on sending us letters in Welsh - most peculiar as all our correspondence to them is in English!