Scottish Power Customer Service

captainjohnsmith

Analysis on the "big winter switch event" says "most issues were due to teething issues with a new billing system that have now been ironed out."
I beg to differ.
By their own admission they are unable to send me a bill as the "trigger date has been set to 4014 instead of 2014".
And there's no estimate for when this problem will be corrected. Or will I have to wait for 2,000 years?

Hoof_Hearted

Quite agree -- still waiting for my problem to be resolved.

Redferry

Hi
I too am locked in a battle with Scottish Power. No way have they sorted anything out. I joined them with a fixed tariff through MSE Energy club last November. In February a bill appeared on my account, after a meter reader came out and read the electricity meter only, despite me having dual fuel. The bill gave me an accurate reading for electricity and an estimate for gas. In March a further bill appeared with estimates for both. My account showed my next bill was due in June 2014. In preparation in June I submitted my meter readings. No new bill! This continued until the 1st October when I submitted further readings. Nothing changed. I emailed them and received a reply stating that as this issue required more detailed action on my account I would hear within 30 days and my account would be updated. ( More detailed work! I was only wanting an up to date bill based on my meter readings!) So 30 days later no reply. I then emailed again through their complaints process. I received an email stating that I would receive a response within 5 working days. 5 working days later no response, so I sent an email complaining about them not responding to my complaint to which, yes you guessed it, I received an email stating I would receive a response within 5 working days. So I thought it might be better dealt with by phone.
What I was told has completely dumbfounded me.
They have a known 'software issue'. Their system will not accept my readings and they cannot provide me with a bill. Meanwhile I continue to pay every month by direct debit not knowing if I owe them money or if they owe me. By next month without any accurate bills for 12 months my account stands to be £1000 in credit. They do not know when this situation will be rectified and as my fixed rate ends in November this year and I do not want to remain with them I would like to take advantage of the Big Switch (not to Scottish Power I might add) but have been told they probably wont close my account as they cannot resolve my situation. I have been told a complaints advisor will contact me within 5 working days. I am NOT holding my breath.
I am well and truly stuck between a rock and a hard place. So for anyone out there thinking of switching to Scottish Power my advice would be don't do it. These aren't teething problems this is a fundamental deep rooted issue with Scottish Power and there are posts all over the internet highlighting the same issue.