Scottish Power are they incompetent or just plain devious?

mikefarnham

Arranged transfer from this site for March 31 last week.


Received a welcome email two days ago:
......Until then, why not have a look at the personalised website we’ve created especially for you? It’s an extra level of support, making it simple for you to see how your switch to ScottishPower is progressing. It lets you:

• Check the progress of your switchover to us
• Discover money saving tips and energy saving ideas
• Give us a meter reading when we ask to ensure your bills are accurate
• See the paperwork and information we’ve sent you in one convenient place

Normally would not be bothered to look. God job I did. hidden away there was their proposed monthly direct debit not far short of DOUBLE what I am paying currently. Phoned them. Edward could not explain why this was but after a fairly long hold he had spoken to (someone (finance department) who would ensure my current debit was matched £145 monthly. Safeguarding myself against the inevitable inaction and £265 being debited and finding myself overdrawn I asked for a confirming email which I was assured would be sent yesterday.


You have already guessed I had not received it today and I checked my wonderful personalised website which still showed £265 monthly so I phoned again asking if the young lady who answered my call would kindly explain why Edward had not sent an email. She could not apologised so I asked her if she would send one; yes she would. I then asked if my personalised website could be awarded since I could forsee and email confirming £145 and the amount for the monthly debit being based on the £265. She told me this may or may not be done. It was when I became insistent that she tried hard to play the abusive customer card since I was asking for something to be done which appeared to take more effort than systems or staff permitted. I was told words to the effect that my personal website was of little importance ad had little or no effect on my proper account which was to come. I do not believe I received an answer to my question as to why, if I had a website with inaccurate information, Scottish Power had bothered to provide one. when I insisted it was put right she asked if I would be happy to hold. She remarked I did not sound very happy. I was not!


As the piped music began to break up I pressed the speakerphone button on the phone to switch it off. Yes! I got cut off. I am certain if the roles were reversed I would phone the customer in such circumstances particularly when there is a ninety minute queue to get through. Four hours later I have not received one. Somewhere in the earlier conversation I was asked if I wanted her to cancel the agreement. I am not sure I could rely on Scottish Power staff to do that successfully.


If this is how they treat new customers, it does not bode well for the future. Am I alone? Please let me know!


Mike.

Froglet

No you are not alone.Up to last summer they were very good and after being with them for 5 years i was still recommending them to people.

Since then they have put in a new computer system.Everthing went downhill rapidly from there and it seems they have still not sorted it out yet for the better.You only have to search for complaints about them and you will see why.And if you find their facebook page you wil be further horrified.

So far they have made a few minor mistakes with my account,any more and i shall go when my fixed rate runs out.

A.Penny.Saved

They almost insist that people run up large credits on their accounts. The SP account page only allows you to increase your monthly payments and if you want to decrease it you are only allowed to make a payment which you obviously do not wish to do. I telephoned them, spent an hour waiting on the phone and was told that you have to make a payment of at least £5 and then it will allow you to lower your monthly DD. I reckon that they put this in to discourage people from lowering their payments.

I am hundreds in credit and I will be leaving them next month so they better sort out all the money they owe me.

At least the person I spoke to did lower my DD. An hour + of my life I won't get back.

Froglet

My Mum was quite a lot in credit a she isn'ta heavy user of power.I had read you could reduce the payments so i reduced the amount quite a bit and only paid the £5 (i hasten to add that she does not have a computer so i do it all online for her). At the same time it was her annual review and whether it was due to that or reducing the payments i don' t know but suddenly all her credit was refunded so she started again with just £5.So she's happy!

I am sure it is worth a try as i have heard they hold on to the credit once you switch to another company for as long as possible.

mikefarnham

Thanks for your responses folks. It looks as though the answer to my question is both!
Mike.

mikefarnham

Received letter today. they had not changed direct debit, more wasted time on the phone, no answers, no action from them. have cancelled; not prepared to deal or do business with such people.


Back to the comparison section of this website!


Mike.

mikefarnham

And so back to EDF. At least I have had no problems with them and on setting up another energy saver account on this site as I could not use my original energy saver one as I was "in the process of transferring". EDF came up as little more expensive than some of the unknown quantities. One of these had a warning due to significant levels of dissatisfaction. Furthermore I shall be wasting no further time with companies who are determined not to allow customers to speak to anyone with authority to tackle anything but the mundane. The only option open in such cases is to vote with one's feet. No £30 cashback coming my way then! Hope you have better luck.
Mike.