MSE News: Scottish Power sets UK record for energy provider complaints, charity says

Former_MSE_Paloma

Scottish Power received the highest number of complaints ever recorded for a UK energy company in a three-month period ...

Read the full story:

Scottish Power sets UK record for energy provider complaints, charity says




Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, read our New to Forum? Intro Guide.

[Deleted User]

No surprise there then.

VT82

Why did the spokesperson feel the need to mention that the new I.T. system cost £200m? That is not a good thing!!!

Cisco001

Better than EE, at least i got a bill with Scottish Power previously...

DigiGuru_2

I had major problems with Scottish Power after moving away from NPower (due to problems with them!)

After moving to them on the 9th September 2014, I was unable to supply meter readings. I contacted them on multiple occasions, but felt their responses were unsatisfactory.

I ended up going to the ombudsman and they sided with me, agreeing that Scottish Power should resolve the problems within 28 days from the end of January and credit my account with a £100 good-will payment.

I received a letter at the end of February apologising for still not being able to resolve my issue with the gas part of my dual fuel account, but stating that to make up for this fact, I would not be charged for gas until the account was correctly set up.

As of the 9th May 2015, they finally managed to set up my account correctly (though I'm still waiting for them to correctly send my exit reads to NPower as they used estimated reads that were WAAAAY off!) and I will be credited with approximately £380 for gas used from the 9th September 2014 to the 9th May 2015.

Once all of this is resolved, however, I will be moving to another supplier regardless.

To sum up, if you're not happy, complain - make sure it is known and then, if you're still not happy with the response, do go to the ombudsman - you may be pleasantly surprised!

Pincher

"To make improvements we have added 700 new customer service advisers and we worked closely with Ofgem on call waiting times, outstanding bills and ombudsman complaints."


About 10 years ago, we lost broadband for about three weeks with Tiscali. Every day, it took only a couple of minutes to get through to an Indian call centre. They always insisted on taking us through the diagnostic procedure, and then they say they will send an engineer. Very simply, the moment an actual engineer is on the job, and calls me up so there is somebody at both ends, we sorted the problem out pronto.


700 new bees who can go BUZZ just means that somebody will pick up, it doesn't actually help. The rate at which anything is done is dependent on Mildred and Gerald in Accounts, and how often Ian in IT can reboot the computer when it falls over. All the Indian bees do is generate an e-mail, which is queuing for Mildred and Gerald to sort out.

Consumerist

. . . and the company says it has taken steps to deal with its backlog of complaints such as hiring new staff, extending call centre hours and setting up a special phone line for vulnerable customers.

So, from now on that'll be higher prices as well as bad service, then.

corners_2

Having been switched to Scottish Power in early 2014, after their mix up, I had major problem just sorting out the direct debit, and sorting out who should be my supplier, ending in a complaint to Scottish Power, also unresolved, which went to the Ombudsman, and was decided around October 2014.

In December 2014 I received a letter from Scottish Power stating they were unable to comply with the Ombudsman's decision and that they 'will write off all consumption charges during the period we have been working to resolve the issue on your account until it is fully resolved.'

A few weeks ago I started getting emails requesting meter readings, which were iput, followed by a further request to provide another meter reading, also complied with. I then received a phone telling me that my bill was overdue and today I receive a final demand, threatening to pass to escalated collections within 7 days.

I've tried phoning but no-one can help, they can only reassure me not to worry!!!!.


URGGG:mad::mad::mad:

noodle_doodle

corners wrote: »

phone telling me that my bill was overdue and today I receive a final demand, threatening to pass to escalated collections within 7 days.

I've tried phoning but no-one can help, they can only reassure me not to worry!!!!.
:

Oh they've done the same to me every month this year. Their software upgrade has broken down, possibly irretrievably, so they keep saying not to worry about the threatening letters

as someone working on a project with S.P. I see this from another angle too. We've been promised data from them for months and they still can't deliver...

Charis

I only noticed, because of the MSE article, that I haven't had any correspondence from Scottish Power since January. They used to ask for a reading at the end of each month, then let me know when a bill had been organised, which I normally downloaded and checked. I just tried to get onto their website (Sunday, 8.25pm) only to find the web page won't load. Another less than satisfied customer.

guido342

It took me almost 5 months to get Scottish Power to send me a bill, so that I could check my consumption. That was in February, my bill showed that they have been charging all my electricity at the standard Day Rate, when I'm on an Economy 7 plan (there is no gas supply), I've been trying since then to get them to put my bill right. I would move in a heartbeat, but I don't want to pay the full rate bill before I leave them or I'll probably not get it back. They make very reassuring noises every time I call them, but that's where it ends. SO DAMN FRUSTRATING.

Time for my monthly follow up call today (18/05) - website down, so can't check if any updated messages.....