a problem with Scottish Power

BigBuxNone

I have a dual fuel fixed deal which is ending at the end of the month with Scottish Power.

In February this year, they came and changed my rather ancient electricity meter.

I gave up looking at my account on-line because I found their website appalling and buggy, so when I logged on a few weeks ago to check my latest bill so I could do a price comparison I was astonished to find that I was £515.26 in credit! I looked at the bill closer and have found that since September 2013 (date of last bill) they have only been been accounting for Gas - the electricity bill just doesn't get a mention and hence why I am in so much credit.

I called them straight away and the guy said, he could see errors on my electricity account every time they try to apply a meter reading and the last actual reading they have is from September 28th 2013. Not even estimates have been applied!

He had no idea what to do about it, but said that someone would call me back (within 5 days). Well needless to say - 10 days have past and I have received no call, no email, no communication at all. I have tried to request a call back via their website - that just errors.

Luckily enough, I have saved the final readings from the old meter so I should be able to at least check what they end up billing me. I'm concerned at how long it will take to sort out, Given that they don't ever seem to call back (I had an issue with the home care insurance and they never followed that up either!). Has anyone ever experienced anything like this before?

I'm so appalled by the whole experience that even if they were the cheapest supplier in the World, I would still want to switch! I am worried about switching and getting a huge bill that I can't pay. I never did receive a final bill from BG when I switched to SP, although again I was in credit on my gas account, so can only assume that paid it off! The whole switching experience has never gone smoothly for me!

maas

BigBuxNone wrote: »

I'm so appalled by the whole experience that even if they were the cheapest supplier in the World, I would still want to switch! I am worried about switching and getting a huge bill that I can't pay.

"A problem with Scottish Power!"

You're not alone there. If my experience is anything to go by, be prepared for a shabby, frustrating, time consuming adventure.

Hoof_Hearted

They are the worst company I have ever dealt with. I have a list of complaints but the worst is that I am unable to convince them they are supplying my gas and they are not charging for this. I have adjusted the DD to take account but I have no idea how long it will take (2 months so far). Everything is wrong with this company.

On Saturday, the website was indicating calls were being answered in less than 5 mins. "Now's my chance", I thought. 50 mins. later.....

nergelag

Agree with the other comments. My fixed rate deal is coming to an end. The new deal looked attractive, but I had a question, why my monthly DD was so high when the annual estimate if I renewed was so low. So I tried to call them. I followed the instructions on the automated telephone response carefully and waited and waited and 20 minutes later my call was answered....by someone who said I'd come through to the wrong department and dumped me in another call queue. I put the phone down and switched at this point and e-mailed them to that effect.

I received a response a couple of days later, saying that they 'were experiencing significant numbers of calls'. Not an excuse as far as I'm concerned. Good call centres predict likely volumes based on historical data, marketing campaigns and exceptional events like deals coming to an end and staff appropriately to meet the peaks, or employ temps or overflow call centres. The ones that don't are either poorly managed or deliberately underinvested. They clearly don't see customer service as important.

imho

I have same complaint about SP bill and nothing has been sorted from beg Nov till middle July and now Ombudsman is dealing with it.I know they are going to come back and say its the software SP are using and they cant do anything so i will then complain to my local MP and see if that helps.

BigBuxNone

So as I was at home alone yesterday evening, I decided I would try - for the upteenth time - to call SP customer service. I made myself a cup of tea and sat down prepared for a long call queue and no joy. Imagine my surprise when, after all the automated press this and that button stuff, my call was answered on FIRST RING!:eek:

After speaking to the lady at the other end and explaining the situation, she apologised for no-one calling me back and said "lets get you billed". We then proceeded to exchange meter readings for old and new meters. It turned out that my account was linking to the new meter correctly. After a long wait while she went off to ask for assistance - she came back and said that all was OK now and the meter readings were accepted and my bill should be with me within 72 hours!

Today, I checked on line and the bill (although I can't see it yet) has been generated and applied to my account and after they debited the electricity bill - I was £269 in credit and they have refunded my bank account! :T

So happy - I'm still switching though!:rotfl:

Pincher

It's a sign! They have hired ONE intelligent member of staff. Imagine if they hired TWO! WALL-E and EVE can then breed and produce even more clever little customer service reps. The future is so much brighter now.