Scottish Power owe me and won't pay up

Be_Happy

As I said in another thread, I'm still fighting to get a refund of around £90 from my switch from SP in November. Everything should be quite straightforward. The difference between the charge on their 'Estimated Final Account' and my submitted readings amounts to approx. £5. Even their bill shows I'm due a credit.

Below is the latest e-mail I've received from them. The last sentence is ominous as it seems I have to go through the credit refund claim again after I get this new bill.

"I have arranged to bill your account with actual meter readings.


Your query has been passed to our billing department who are dealing with this issue on your behalf. I would like to thank you for your patience whilst we are working to get this right for you.


At this time as the issue requires more detailed work to be actioned on your account. Please allow approximately 30 days for us to resolve your query.


Please contact us again, after receiving bill, so that we can raise a refund accordingly, if any."

NittyGritty

have you now emailed the CEO ? if not then I would suggest you do that, rather than going back n fore with their customer services




you will find you will get a much more satisfactory response from the CEO than using any other means of communication, and if not take it further and add compensation as mentioned

Be_Happy

Thanks. I'll give them 30 days and then go further. If their new bill shows a credit due to me, don't understand why they can't just refund it immediately.

Dollie21

Thanks to Nitty Gritty. I am in the same boat - changed to EOnfrom Scottish Power in November, confirmed early December and still awaiting refund. Have phoned every week and got nowhere - just kept getting 'fobbed off' and wouldn't put me through to a superior. I will certainly try writing to CEO.
Also have been advised to contact Ofgem, which can be done after 8 weeks. Has anyone tried this and had any success?

MrMoo123

Today's update from Scottish Power:

SP: have I called to ask for a refund?

Me: Firstly, I shouldn't have to call. If I am owed money and the account is closed then surely you just automatically refund me?

SP: Our system doesn't work like that I am afraid you have to call to request a refund.

Me: Well this is probably my 10th call to Scottish Power about this asking for the money back.

SP: Our system here only tells us what has been paid and what has been taken out. Let me put you on hold and will look into it.

(held for 2 mins)

SP: OK sir, what money is owed to you as I can't see anything on our system? How much was you told you are owed?

Me: Can't you see that my balance shows a credit! It shows on my screen I am almost £500 in credit

SP: Oh so you are moving supplier?

Me: Yes! as explained I have been moving since the 7th November

SP: Can I have updated meter readings so I can close that down for you?

Me: You don't need my meter readings. You have my meter readings. I have had them confirmed to me by yourselves that you have them from my new supplier on the 13th January. They were even read to me over the phone so I know they are correct and you have them.

SP: But I need your updated readings to close the account

Me: Why when you already have them? What good is my current meter reading going to be to you when I have not been with scottish power since december!

SP: calm down sir, it's because of the electric it always takes longer

Me: But you are lying to me. Ive been told already that you have the meter readings...

SP: Well it should go through next week.

Me: But you just told me it wasn't going through?

SP: Yes, what happens is, it takes a month from when we have the readings...

Me: So you do have the readings?

SP: Yes, yes, sorry about that, the refund should go through next week


Can you believe this joke of a company!
Do you have that email address? Think its time I sent the CEO a message as advised...

NittyGritty

Dollie21 wrote: »

Thanks to Nitty Gritty. I am in the same boat - changed to EOnfrom Scottish Power in November, confirmed early December and still awaiting refund. Have phoned every week and got nowhere - just kept getting 'fobbed off' and wouldn't put me through to a superior. I will certainly try writing to CEO.
Also have been advised to contact Ofgem, which can be done after 8 weeks. Has anyone tried this and had any success?

you realise you don't need to write to CEO, you can email them, I did this and got response within 24 hours, just google search email, its easy to find, a lot quicker than writing, plus you have the added proof of what was sent/received

NittyGritty

MrMoo123 wrote: »

Today's update from Scottish Power:

SP: have I called to ask for a refund?

Me: Firstly, I shouldn't have to call. If I am owed money and the account is closed then surely you just automatically refund me?

SP: Our system doesn't work like that I am afraid you have to call to request a refund.

Me: Well this is probably my 10th call to Scottish Power about this asking for the money back.

SP: Our system here only tells us what has been paid and what has been taken out. Let me put you on hold and will look into it.

(held for 2 mins)

SP: OK sir, what money is owed to you as I can't see anything on our system? How much was you told you are owed?

Me: Can't you see that my balance shows a credit! It shows on my screen I am almost £500 in credit

SP: Oh so you are moving supplier?

Me: Yes! as explained I have been moving since the 7th November

SP: Can I have updated meter readings so I can close that down for you?

Me: You don't need my meter readings. You have my meter readings. I have had them confirmed to me by yourselves that you have them from my new supplier on the 13th January. They were even read to me over the phone so I know they are correct and you have them.

SP: But I need your updated readings to close the account

Me: Why when you already have them? What good is my current meter reading going to be to you when I have not been with scottish power since december!

SP: calm down sir, it's because of the electric it always takes longer

Me: But you are lying to me. Ive been told already that you have the meter readings...

SP: Well it should go through next week.

Me: But you just told me it wasn't going through?

SP: Yes, what happens is, it takes a month from when we have the readings...

Me: So you do have the readings?

SP: Yes, yes, sorry about that, the refund should go through next week


Can you believe this joke of a company!
Do you have that email address? Think its time I sent the CEO a message as advised...

posting the email on here I don't think is allowed


you can however find it easily using google, just type in CEO Scottish power email address, or something like that, it will come up either way

NittyGritty

Dollie21 wrote: »

Thanks to Nitty Gritty. I am in the same boat - changed to EOnfrom Scottish Power in November, confirmed early December and still awaiting refund. Have phoned every week and got nowhere - just kept getting 'fobbed off' and wouldn't put me through to a superior. I will certainly try writing to CEO.
Also have been advised to contact Ofgem, which can be done after 8 weeks. Has anyone tried this and had any success?

as for having success yes, if you have no luck with the CEO, then take your complaint to the ombudsman, and be sure to add a reasonable amount of compensation to your claim, it might be a good idea to email the CEO of your intentions before hand should it not be resolved and mention you will be adding compensation, sometimes not always they will resolve the issue for you and maybe offer a goodwill gesture before u take it further.


if not then yes ive had success and even got compensation so its worth doing should they not resolve whatever issues u have


personally whenever I have problems be it energy, mobiles etc etc, I always complain first, if nothing seems to be working I take the next step and email the CEO of whatever company I have issues with, (9/10 they will try to resolve it much quicker than customer services or by ringing them. if that fails I take it to ombudsman and always add compensation to the claim.


hope that helps

ljonski

http://www.telegraph.co.uk/finance/personalfinance/energy-bills/11183690/Scottish-Power-how-to-make-customer-services-listen-to-your-complaint.html

Andytheb

MrMoo123 wrote: »

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.

(

this is exactly my story too.

I complained on twitter to scottish power but they said they'll look in to it.. didn't

got told I would get a gas refund because they didn't have the electric reading... didn't

got told i would get a call from customer service on 4 separate occasions.. didn't

I asked about the direct debit guarantee last call and who would pay it, the bank or them and suddenly the guy said he'll do a 'good will' refund based on 5 days before last reading or something and says it'll take up to 21 days


so now to wait until nearly march for the money owed since november (and direct debits taken in error)

I think ofgem need a call and my bank too.