Scottish Power problems

philip1988

Long story hopefully kept short


My daughter is on a prepayment meter with British Gas, a few months ago she had a cold call from Scottish Power asking if she would like to transfer, she declined. Shortly afterwards she received a "key" for the meter from SP, she rang SP and explained that she didn't agree to transfer, SP agreed and said they would update system.


Month later she received a "sorry you are leaving up" letter from British Gas. She then rang both BG and SP and thought it had been sorted.


In the past month she has received 4 letters from SP demanding payment of approx £65.00. Each time she speaks to SP they say that the bill was sent in error and the system would be updated. Another letter arrived Monday and the person she spoke to at SP explained that as she was using a "BG key" during the month she was connected via SP they should be claiming off BG, seems logical, It was also confirmed that her account was showing zero.


Today she receives another letter this time threatening to send in the debt collectors. Of course she is extremely worried particularly as she has recently given birth to twins.


So in summary:
a. SP transferred her to BG without her authority or any official paperwork
b. She keeps getting ever increasingly threatening letters despite SP saying that it was an error and her account was zero
c. debt collectors are likely to come knocking on her door soon


What can she do? SP agree that she doesn't owe them any money but keeps getting letters from them

Biscuit_Tin

philip1988 wrote: »

Long story hopefully kept short


My daughter is on a prepayment meter with British Gas, a few months ago she had a cold call from Scottish Power asking if she would like to transfer, she declined. Shortly afterwards she received a "key" for the meter from SP, she rang SP and explained that she didn't agree to transfer, SP agreed and said they would update system.


Month later she received a "sorry you are leaving up" letter from British Gas. She then rang both BG and SP and thought it had been sorted.


In the past month she has received 4 letters from SP demanding payment of approx £65.00. Each time she speaks to SP they say that the bill was sent in error and the system would be updated. Another letter arrived Monday and the person she spoke to at SP explained that as she was using a "BG key" during the month she was connected via SP they should be claiming off BG, seems logical, It was also confirmed that her account was showing zero.


Today she receives another letter this time threatening to send in the debt collectors. Of course she is extremely worried particularly as she has recently given birth to twins.


So in summary:
a. SP transferred her to BG without her authority or any official paperwork
b. She keeps getting ever increasingly threatening letters despite SP saying that it was an error and her account was zero
c. debt collectors are likely to come knocking on her door soon


What can she do? SP agree that she doesn't owe them any money but keeps getting letters from them

Why is she speaking to SP if she used to be supplied by BG and never agreed to switch?

Why has SP sent her a bill when it is a PPM? Are you sure it relates to her meter?

I would suggest she calls her supplier of choice, i.e. BG and
1. Check who is currently supplying her energy, and
2. If not BG, she should refer them to the previous discussions she had saying she did not agree to any switch.

philip1988

Biscuit_Tin wrote: »

Why is she speaking to SP if she used to be supplied by BG and never agreed to switch?

Why has SP sent her a bill when it is a PPM? Are you sure it relates to her meter?

I would suggest she calls her supplier of choice, i.e. BG and
1. Check who is currently supplying her energy, and
2. If not BG, she should refer them to the previous discussions she had saying she did not agree to any switch.

Thanks Buscuit Tin. My daughter spoke to British Gas following their "good bye" letter. They said that not to worry they would continue to supply her gas

According to the last person she spoke to at SP when they transferred her for a month or so (without her agreement) she continued to use her BG PP card but SP were supplying the gas. As a result they have been coming after her for cost of the gas used instead of BG.

Everyone at SP agrees that she doesn't owe anything and that they should be chasing BG but the letters still keep coming.

matelodave

It's time she stopped phoning and wrote a letter and sent it recorded delivery to state her position to both companies and got relies in writing as well.
Unless call centre staff are diligent in doing their job properly and recording all the info you have no idea what information is sitting on their systems.