Despair over customer service

mbe

Hi,
I've had a pretty poor experience with my energy companies and would be grateful for advice on where I might find better customer service.
I was joined up to Spark by my landlord before I moved in. I tried to leave as their rates are so high and transferred my accounts to Scottish Power.
The problem now is that Spark say Scottish Power haven't given them the information they need to transfer the accounts whilst Scottish Power say they have. I keep trying to get hold of either company to resolve this but both companies have appalling customer service and it can take days to get them to answer their phones. I have sent secure messages and emails to Scottish Power and they don't answer them...it's truly appalling! On top of all that, NPower, who the previous occupant used, were sending me bills too -- although at least they have acknowledged that this was as a result of their well publicised computer problems and they did write to apologise.
Grateful for any advice on how to get out of the Catch 22 situation when neither company responds (does anyone have the email address for the Chief Executive? Maybe that would do it!). Also grateful for advice on any company which DOES answer its phones and has good customer service!
Thank you in advance,
mbe

Andy_WSM

Oh dear. 3 of the most appauling companies in one post

I don't have any advice on how to fix your catch 22, I feel for you though.

I always had great customer service from Eon. Of the big companies they are one of the best. - Although on a public forum you will get conflicting reports of every company. Some saying they are great, others who are at the end of their tether.

Good luck!

lvf

I'm sorry to hear about the trouble you have been having in switching suppliers, it really shouldn't be so difficult in changing suppliers. Roll on the faster switching, eh?

Anyway, I assume you have set up the tariff and that with Scottish Power? When you were able to get through, did they confirm you were in the transfer phase, or 'Cooling Off' at least? And when did you begin the switch? Remember, a company have 14 days in which you are cooling off before they need to have informed your new supplier. Most will have done this in the first few days. And have Scottish Power sent you your tariff information in the post, have you got an account number with them?

If everything is fine on the end of Scottish Power, you may need to go to Spark and go through their complaints procedure. They cannot keep you as a customer without a justifiable cause.

mbe

lvf wrote: »

I'm sorry to hear about the trouble you have been having in switching suppliers, it really shouldn't be so difficult in changing suppliers. Roll on the faster switching, eh?

Anyway, I assume you have set up the tariff and that with Scottish Power? When you were able to get through, did they confirm you were in the transfer phase, or 'Cooling Off' at least? And when did you begin the switch? Remember, a company have 14 days in which you are cooling off before they need to have informed your new supplier. Most will have done this in the first few days. And have Scottish Power sent you your tariff information in the post, have you got an account number with them?

If everything is fine on the end of Scottish Power, you may need to go to Spark and go through their complaints procedure. They cannot keep you as a customer without a justifiable cause.

Thanks -- that's really useful information. I didn't check that information with Scottish Power but will do. I do have an account number with them (and a bill!).
Of course now I want to switch away from both companies so will begin the search for a company with decent customer service. I've never experienced anything like this -- both companies have been pretty shocking!

Former Spark Representative

Hi mbe


I'm really sorry to hear about what's happened.


I work directly with our CEO and would be happy to take a look at your account and see what we can do to get things sorted out.


You can contact me directly by emailing the address given on my profile page.


Hope to hear from you soon.


Kind regards


Jenny
Customer Relations Manager

mbe wrote: »

Hi,
I've had a pretty poor experience with my energy companies and would be grateful for advice on where I might find better customer service.
I was joined up to Spark by my landlord before I moved in. I tried to leave as their rates are so high and transferred my accounts to Scottish Power.
The problem now is that Spark say Scottish Power haven't given them the information they need to transfer the accounts whilst Scottish Power say they have. I keep trying to get hold of either company to resolve this but both companies have appalling customer service and it can take days to get them to answer their phones. I have sent secure messages and emails to Scottish Power and they don't answer them...it's truly appalling! On top of all that, NPower, who the previous occupant used, were sending me bills too -- although at least they have acknowledged that this was as a result of their well publicised computer problems and they did write to apologise.
Grateful for any advice on how to get out of the Catch 22 situation when neither company responds (does anyone have the email address for the Chief Executive? Maybe that would do it!). Also grateful for advice on any company which DOES answer its phones and has good customer service!
Thank you in advance,
mbe