Have you tried to reclaim old bill credit?

oaprut

Scottish Power set our direct debit too high when we moved to present house, so credit has being increasing every quarter after paying bill! Have been trying to get my money back a dd lowered since October. I have emailed, commented on Facebook and tried phoning. Just got 'we will contact you within 5 working days' type comments. Finally yesterday I actually managed to get through on the phone to a really helpful lady (I was beginning to think no one actually worked there and it was all computer generated messages). She arranged for the credit to be paid into my bank account, lowered the dd and found £59 owed me from previous home. I am still in shock! Never thought I would get this sorted and that Scottish Power would just have more and more of my money. I'm a happy bunny! Good luck to everyone else; you'll need it!!

inaneswine

I've only been with two energy suppliers - E.on and First Utility. Called E.on and they told me I had no credit remaining - this is understandable, as they actually undercharged me the whole time I was with them, before whacking me with a bill worth hundreds. However, I called First Utility and they had just under £28 waiting for me, which I received a few days later in a cheque. Not an overwhelming amount, but it still put a smile on my face! It took minutes, so I would strongly advise all to do this.

EricMears

Anyone having problems with Scottish Power could do worse than read the letter sent by their CEO Neil Clithereoe to Dermot Nolan of OFGEM last October. See:- http://www.scottishpower.co.uk/pdf/support/Open-Letter-Dermot-Nolan.pdf
then contact Neil directly asking if he thinks the way you've been treated is in line with his promises.


I did that this morning and have now heard from his 'Directors Support Team' that my claim is receiving immediate priority (which probably means I'll have to chivvy them up in a few weeks time )

WheresMyDosh

EricMears wrote: »

Anyone having problems with Scottish Power could do worse than read the letter sent by their CEO Neil Clithereoe to Dermot Nolan of OFGEM last October. See:- (link removed as I'm a new user) then contact Neil directly asking if he thinks the way you've been treated is in line with his promises.


I did that this morning and have now heard from his 'Directors Support Team' that my claim is receiving immediate priority (which probably means I'll have to chivvy them up in a few weeks time )

I have a tale that directly contradicts contents of the open letter...

I am also caught in the SP web at the moment...
... electricity customer living overseas with unoccupied house in UK (for sale) using no energy and I estimate credit balance approaching £400. A few attempts to provide meter readings online and via customer centre since May have been unsuccessful - and no-one can tell me why.

I've made 3 calls since early Dec and during the second I asked them to tell me what notes were recorded against my previous call as there had been absolutely no progress in about a month...
their response "Oh, we don't keep written records - the calls are recorded"
REALLY !!!

:rotfl:Oh will someone please pick me up off the floor :rotfl:

What training ? What new systems ?

Subsequently sent email to complaints dept that I was formally raising the complaint and would they provide ref no so I could pass on to Ombudsman & Ofgem...
... got the usual automated reply "... respond within 5 working days"
... still waiting after more than 3 weeks

Not happy !

EricMears

Have just tried to send a PM to 'WheresMyDosh' .

Not sure if it actually got sent (and apologies if it got sent 3 times !)

Just checked and it seems that account is barred from receiving PMs. I realise Newbies can't send PMs but didn't think they were also barred from receiving them. If it was a deliberate choice not to receive them, I suggest you adjust profile and post here that you've done so.

EricMears

WheresMyDosh wrote: »

I've made 3 calls since early Dec and during the second I asked them to tell me what notes were recorded against my previous call as there had been absolutely no progress in about a month...
their response "Oh, we don't keep written records - the calls are recorded"
REALLY !!!

When I was pursuing another enquiry with Aviva Insurance and reference was made to recorded calls I asked to hear the conversation that had been recorded and without any great fuss they sent me a CD containing a recording of it.

I don't actually know - but rather suspect that any company recording your conversations would be obliged to make their recordings available on request. I'd suggest contacting SP again and telling them that the Data Protection Act gives you the right to hear that conversation.

I've also got a list of useful email addresses that I could send to 'WheresMyDosh' (or indeed anyone else who wants them) by PM.

WheresMyDosh

As a newbie... I've had a look at my profile and it's pretty basic - don't see any option to turn on/off any type of messaging.
Not sure if I'm missing something obvious.

It's not the recording details that I'm after per se...
... I was just so shocked to hear an operator say that they no longer kept any written/captured notes to summarise a call to which their team could easily refer during future calls with the same customer (unlikely to be same operator).
I got the distinct impression that referring back to what was said/advised in a previous call was about to get a lot slower & more cumbersome (albeit should be less ambiguous) - just think of the increased interruptions while an operator puts a customer on hold (potentially repeatedly) to check one or more facts of prior communications.

Ah well !

Leodogger

Just to inform people of my recent experience with changing tariffs on my Scottish Power Account. I changed to their new Online Fixed Price Duel Fuel February 2016 Tariff last week and it notified me that my Direct Debit would drop (based on my then previous 12 months usage) from £78 per mth to £57 per month. Today I had to ring them because I had registered for a refund over and above £5 credit on my account and had not received the credit refund and furthermore even though the new tariff was stated on my account until Feb 2016, the direct debit payment remained the same and in fact they had taken the old payment 5 days after the payment should have changed.

They told me that the refund had not been processed and was showing as £0.23p !! She thought maybe thee refund was in transit so went off to check. Came back to say that the account had not processed the refund but that she would now do it but warned me that the direct debit quoted on the new tariff may be raised due to the fact that the new payments are based on 12 mth usage PLUS the credit on my account which she had asked to be refunded. I told her that the new payments on the quoted provided to me were based on USAGE for the previous 12 months which incidentally included a 2 month absence whilst we were in Spain, and had nothing to do with the credit on the account and in fact we were intending to be missing again this year for 3 months so the amount should be less this year than last !

She said she would recalculate the amount on the new tariff based on our previous 10 months usage and came back to £58 per month, £1 more than quoted on the previous quote which I accepted.

What I would warn people is that these quotes should not be based on your credit balance but on your ACTUAL USAGE ! So argue the toss if they come back with this as a reason to uplift your payments !

I am now looking forward to getting back my credit !

NaffedoffwithSSE

We left M&S Engery in October 2014 and as yet they still have not returned out money now £370 which includes a payment for being so slow at returning our money, we have complained more than 4 times and still nothing, each time they give us an apology payment BUT we still have not had our original monies back , its now 5 months!!
Except for going to the ombudsman which is another 2 months to sort and they get a further 28 days so could be 9 months before we see any money. If we had not paid them they would have taken us to Court by now!:(:(:(:(:(:(:(:(:(:(:(:(:(:(:(:sad::sad::sad::sad::sad::sad::sad::sad::sad::sad::sad::sad:

Leodogger

NaffedoffwithSSE wrote: »

We left M&S Engery in October 2014 and as yet they still have not returned out money now £370 which includes a payment for being so slow at returning our money, we have complained more than 4 times and still nothing, each time they give us an apology payment BUT we still have not had our original monies back , its now 5 months!!
Except for going to the ombudsman which is another 2 months to sort and they get a further 28 days so could be 9 months before we see any money. If we had not paid them they would have taken us to Court by now!:(:(:(:(:(:(:(:(:(:(:(:(:(:(:(:sad::sad::sad::sad::sad::sad::sad::sad::sad::sad::sad::sad:

How disgusting ! We have not yet received our money back
from Scottish Power but they said 10-15 days and it has been 15 days but I will keep ringing them every day until I get it !

I suggest the sooner you contact the ombudsman the sooner the chance of you getting your money back. There should be penalty laws regarding non payment of consumers money when they change suppliers.