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Scottish Power owe me and won't pay up
Hi All,
I moved over to Eon as part of the Big Switch back on the 7th November.
Received notification that I was moved over middle of December.
Checked Scottish Power account and could see I was several hundred pounds in credit (£400+). I contacted them to find out when I would be sent this credit and was told it could take 7-10 days.
At the end of December they took another direct debit payment from me. I contacted them again, was told not to worry - for some reason the account hadn't been closed and she would do that now, it could take 7-10 days to process the refund. I was told not to cancel the direct debit so that they could refund me automatically.
I waited 10 working days now into January and still nothing. I could see in the online account that I had a final bill and it showed the credit - now closer to £500 with the extra direct debit payment. On the phone again I go, and was given the same spiel but this time was told it takes up to 30 days from the date of the final bill to process the refund.
I log into my bank account today to see they have taken yet another direct debit from me! :mad:
Straight on the phone - the first thing they say is 'oh didn't you cancel you direct debit!' - well no I didn't because YOU told me not to so you could process the credit. She said I should never have been advised that and it was because they hadn't got my final electricity reading from Eon and they couldn't process the credit. She told ME to contact my bank to ask them to recover the extra direct debit payment and to cancel it!! She also said I needed to ring Eon and complain that they hadn't sent through the meter reading.
Phoned my bank who were very helpful and have put through a request for the money to be refunded.
Phoned Eon, who were also helpful and said they had provided the meter readings to Scottish Power on the 12th January. She said it had taken them longer then it should have but they had definitely provided the readings now and gave me the reading.
Back on the phone to Scottish Power. I explain this all to him and he said that he could see the meter reading was sent to them 12th Jan and read it back to me - confirming the number Eon had just given me! He said he had no idea why I was told earlier that they hadn't received the electricity reading :mad:
He told me there was a 'glitch' in their system that can cause problems for a number of customers and unfortunately I was 'one of those' - he would put through the account to 'the team that deals with this' and hopefully I will have the refund in 2-4 weeks! I kept trying to insist that this wasn't good enough yet he refused to put me through to anyone that could help and said he would do all he could but couldn't guarantee that I would get the refund any faster then that.
Understandably I am very frustrated by this whole process. I am nearly 3 months into the switch and despite numerous phone calls I am still owed a lot of money and have been repeatedly told conflicting information and promised things that haven't happened.
Is anyone in the same boat or can offer any help\advice on where to take this? Given what has happened so far, I don't hold much hope that if I wait the 2-4 weeks quoted I will get my refund
I moved over to Eon as part of the Big Switch back on the 7th November.
Received notification that I was moved over middle of December.
Checked Scottish Power account and could see I was several hundred pounds in credit (£400+). I contacted them to find out when I would be sent this credit and was told it could take 7-10 days.
At the end of December they took another direct debit payment from me. I contacted them again, was told not to worry - for some reason the account hadn't been closed and she would do that now, it could take 7-10 days to process the refund. I was told not to cancel the direct debit so that they could refund me automatically.
I waited 10 working days now into January and still nothing. I could see in the online account that I had a final bill and it showed the credit - now closer to £500 with the extra direct debit payment. On the phone again I go, and was given the same spiel but this time was told it takes up to 30 days from the date of the final bill to process the refund.
I log into my bank account today to see they have taken yet another direct debit from me! :mad:
Straight on the phone - the first thing they say is 'oh didn't you cancel you direct debit!' - well no I didn't because YOU told me not to so you could process the credit. She said I should never have been advised that and it was because they hadn't got my final electricity reading from Eon and they couldn't process the credit. She told ME to contact my bank to ask them to recover the extra direct debit payment and to cancel it!! She also said I needed to ring Eon and complain that they hadn't sent through the meter reading.
Phoned my bank who were very helpful and have put through a request for the money to be refunded.
Phoned Eon, who were also helpful and said they had provided the meter readings to Scottish Power on the 12th January. She said it had taken them longer then it should have but they had definitely provided the readings now and gave me the reading.
Back on the phone to Scottish Power. I explain this all to him and he said that he could see the meter reading was sent to them 12th Jan and read it back to me - confirming the number Eon had just given me! He said he had no idea why I was told earlier that they hadn't received the electricity reading :mad:
He told me there was a 'glitch' in their system that can cause problems for a number of customers and unfortunately I was 'one of those' - he would put through the account to 'the team that deals with this' and hopefully I will have the refund in 2-4 weeks! I kept trying to insist that this wasn't good enough yet he refused to put me through to anyone that could help and said he would do all he could but couldn't guarantee that I would get the refund any faster then that.
Understandably I am very frustrated by this whole process. I am nearly 3 months into the switch and despite numerous phone calls I am still owed a lot of money and have been repeatedly told conflicting information and promised things that haven't happened.
Is anyone in the same boat or can offer any help\advice on where to take this? Given what has happened so far, I don't hold much hope that if I wait the 2-4 weeks quoted I will get my refund
0
Comments
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Welcome to the Scittish Power debtors club. Please form an orderly queue!"if the state cannot find within itself a place for those who peacefully refuse to worship at its temples, then it’s the state that’s become extreme".Revd Dr Giles Fraser on Radio 4 20170
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Send a letter before action, indicating that you intend to go to the small claims court to recover your money. Give them 21 days to comply.Je suis sabot...0
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Good old Scottish Power. I'm still trying to get my December electricity bill out of them with the result it looks like my account is nearly £600 in credit as they appear to have cancelled out all electricity charges for the past year!!
You say they have taken further payments from your account. First think I would do is cancel the direct debit with my bank so they cannot take any further payments. I'd then follow the advice to write to them giving them notice of your intention to take them to court unless they pay up.
Good luck0 -
I just can't see why they can't just refund me my money. They were quick enough to take it from me... Surely someone just needs to set up the refund at their end?0
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Today's update from Scottish Power: The refund will take 28 days from the 13th January, the day after they had my meter readings.
I make that 11th Feb.0 -
Do report back on 11th February. You will need to phone a dozen more times before anything happens.Je suis sabot...0
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I am going to ring them every day. Not only am I not convinced I will get a refund on 11th Feb, I'm bound to get a different time-scale tomorrow too!0
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don't even bother with ringing, or even using the contact us option, go straight to the CEO , their email is easy to find using goodle, and complain, stress to them that if this isnt sorted/resolved by such and such a date then you will take it further.
you will soon see a sudden shift in their thinking.0
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