Scottish Power Billing Help

colstu310

Hi,
looking for some advice on what to do with my current Scottish Power complaint.
It dates back to a quarterly bill at the end of Jan this year. I felt that it was too high & had been given some bad advice on what deal/package to take when i moved into my new home in July 2013. As is the norm, they wanted to base my monthly DD on the previous years usage & were wanting nearly £140. The previous owner of the house had a young family & was in all day with her kids so of course this didnt reflect my circumstances. My wife & I both working 9-5 & only in at night & weekends.
Anyway, i raised my concerns, was able to speak to an adviser who offered to change my plan, gave me a goodwill credit & we agreed on a DD price & that the outstanding balance would be paid over the summer months due to the reduced usage.
We agreed on a DD amount & account details but my 1st one due missed their cut off date so it would be the following month.

To this day SP have never taken any money from me. I am receiving overdue letters & final demand letters & even threatening letters about coming into my home to switch the supply off. These are all against an account number that was closed. I have called & spoke to the same complaints adviser & each time her has assured me not to worry that it would be "sorted".

I have followed the complaints procedure to the letter & have a complaints reference number. In order to get my issue heard I emailed neil.clitheroe@scottishpower.com a director in March. I got a call back the next day to discuss this so I tried this tactic again & it has now been over 2 weeks since that email.

Should i be calling them again??
I have followed the complaints procedure & not even received replies to these emails. Even within the stated "we will get back to you in 10 days" party line that you get.

My wife wants me to call to discuss but I am reluctant. The last point of contact with the complaints advisor told me "everything was fine & he was sorting it"......surely that is what I tell them when they start asking.....remembering of course that "the calls are monitored for training purposes".

My feeling is that i shouldn't bother contacting them & should go to watchdog/Ofgem to help me with this.

Thoughts & advice would be much appreciated , thanks

Bluebirdman_of_Alcathays

Has it been 8 weeks since you initiated the complaint? If so you can take it to the Energy Ombudsman.

Have you got the money saved up to pay off the outstanding bill? The EO can/will knock off a token gesture for your bad service, but largely you'll still be expected to pay for what you've used.

colstu310

Bluebirdman_of_Alcathays wrote: »

Has it been 8 weeks since you initiated the complaint? If so you can take it to the Energy Ombudsman.

Have you got the money saved up to pay off the outstanding bill? The EO can/will knock off a token gesture for your bad service, but largely you'll still be expected to pay for what you've used.

First point of contact was 4th Feb.
I have been saving what I had agreed to pay as the DD so there is money there.

Checked the SP feedback forum today & have discovered that the email address i have used for Neil Clitheroe has changed.
I have just emailed richard.tasker@scottishpower.com who is head of escalation & resolution so hopefully get somewhere with that.
If not (& im looking for a reply/acknowledgement today) then ive got the ombudsman online form filled in & just need to push submit on that.

Bluebirdman_of_Alcathays

colstu310 wrote: »

First point of contact was 4th Feb.
I have been saving what I had agreed to pay as the DD so there is money there.

Checked the SP feedback forum today & have discovered that the email address i have used for Neil Clitheroe has changed.
I have just emailed [EMAIL="richard.tasker@scottishpower.com"]richard.tasker@scottishpower.com[/EMAIL] who is head of escalation & resolution so hopefully get somewhere with that.
If not (& im looking for a reply/acknowledgement today) then ive got the ombudsman online form filled in & just need to push submit on that.

What you've agreed to pay as the DD is irrelevant. You'll have at some point a bill for what you've used since you moved in and now.

Bear in mind that (and I know it sounds counter intuitive) it could well be in your best interests not to push this:

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

If it's demonstrably SP's fault (which this undoubtedly is), they will only bill for the previous 12 months. For you, the "free energy clock" is just starting.

Write to them asking for a deadlock letter to take it to the ombudsman. This is something else in your favour. Other than that I'd be tempted to let them stew in their own inadequacy.

colstu310

I do have an email with instructions on the DD that was agreed when i did actually speak to a complaints advisor.
He gave me his personal email & told me if i couldn't get him on the phone to email which i did. They must've seen it as the plan that was agreed has been updated on my account as I can see this online, they have just not taken any monies as instructed.

In terms of a deadlock letter, who is best to write to? Should i do this in writing or email?
Any time i emailed the generic customer service/complaints addresses you just get the generic "we'll get back to you" email.

Cheers

Bluebirdman_of_Alcathays

The DD has no relevance to what you'll ultimately pay. Energy isn't an all you can eat buffet; if you've used significantly less than the DD amount, you'll pay less. If you've used more than the DD amount, you'll pay more.

Write to the address here:
http://www.scottishpower.co.uk/support-centre/service-and-standards/complaints/

Email, whilst better than telephone, is no substitute for writing a letter. Keep it factual and to the point, just explaining that as your complaint has been outstanding for over 8 weeks (reference your complaint number), that you would like a letter of deadlock to take to the ombudsman.

colstu310

Bluebirdman_of_Alcathays wrote: »

The DD has no relevance to what you'll ultimately pay. Energy isn't an all you can eat buffet; if you've used significantly less than the DD amount, you'll pay less. If you've used more than the DD amount, you'll pay more.

Write to the address here:
http://www.scottishpower.co.uk/support-centre/service-and-standards/complaints/

Email, whilst better than telephone, is no substitute for writing a letter. Keep it factual and to the point, just explaining that as your complaint has been outstanding for over 8 weeks (reference your complaint number), that you would like a letter of deadlock to take to the ombudsman.

Thanks.
When im talking abt the DD, im saying that ive instructed them to do something which they havent done. Referencing the "Failing to Bill" bit in the code of practice.

I'll get a letter drafted & sent off & see what happens.

matelodave

It's a good idea to send the letter by recorded delivery, then you've got proof that you sent it and that they received it (even if they manage to lose it afterwards)