not only are scottish power useless to get through on phone can't read email properly

anna42hmr

As a bit of back ground, I own a flat and both myself and my brother live there. We agreed he would have the electricity bill in his name. When i bought the flat scottish power were the provider so we took out an account with them.

My brother is due to move out in a month or so, and as such i will need to get the electric out of his name and into mine.

Knowing how awkward they can be to get in contact with them over the phone, I sent a contact message yesterday.

Essentially i was looking to see if they are able to just change the existing account/terms into my name (as appears they can do something similar for landlords and tennants) or whether his account would need to be closed and a new account/tarrif set up in mine.

Surprisingly as i sent the email late yesterday and they advised in the auto email will respond in 5 days, i have had a response already. However clearly they have not read the message at all!

I have sent another message back, but was wondering if any one on here has had experience with this at all with Scottish power or whether i am best to just get his acc closed and start a new one regardless (though am slightly considering switching now)

My origional enquiry was

I own the flat my brother and I currently live in. The electricity bill is set up in his name.

He he will be moving out soon. He currently has a fixed tarif. Can his existing account can be changed into my name with the same tarrif terms but with me as account holder and my bank acc.

If not when would we need to contact you to close his account and open mine. how would be best to do this?

He is registered for online service can we do this on there. He will not be with scottish power at his new address

and they responded:

Dear Mr xxxxx

Thank you for providing us with your Homemove details. I will try to help you in best manner.
ScottishPower makes every effort to keep our customer records up to date and accurate. In order to ensure that our records for the above mentioned property are correct, we would appreciate if you could take a few moments to provide the following:
Your Exact Move in date
Opening meter readings
Once you provide us the above requested details, we will update our records and open your account.
If you have any further questions, you can use our online Customer Service Support Centre, here you will find information that most of our customers want to know http://www.scottishpower.co.uk/support-centre. Alternatively you can contact us at customer.services@scottishpower.com or via the web at http://www.scottishpower.co.uk

Bluebirdman_of_Alcathays

Call them now? They opened at 8, and the wait time is currently 2 minutes. They'll be able to sort it in about 10 minutes on the phone.

anna42hmr

I wasn't able to ring at that time as was at work, managed to call when finished and waited 30 mins for an answer. After speaking passed around to 3 different people they confirmed that it is in theory possible to just change the existing account name over but cannot be done until 21 days before (we are around 30 days away).

However they also said may just be easier/quicker to do it with him closing his account and me as a new customer online. Will think about it over next few days and see what is the better option.

modsandmockers

anna42hmr wrote: »

I wasn't able to ring at that time as was at work, managed to call when finished and waited 30 mins for an answer. After speaking passed around to 3 different people they confirmed that it is in theory possible to just change the existing account name over but cannot be done until 21 days before (we are around 30 days away).

However they also said may just be easier/quicker to do it with him closing his account and me as a new customer online. Will think about it over next few days and see what is the better option.

'in theory'? - !!!!!! does that mean? You're not asking for a legal ruling !!!!!!!

Why bother trying to synchronise the change with your brother's departure? Why not just do it now, and sort out any discrepancies between yourselves as soon as the transfer and the move takes place? I really hope that you and your brother don't have the same surname and initial!

anna42hmr

modsandmockers wrote: »

'in theory'? - !!!!!! does that mean? You're not asking for a legal ruling !!!!!!!

Why bother trying to synchronise the change with your brother's departure? Why not just do it now, and sort out any discrepancies between yourselves as soon as the transfer and the move takes place? I really hope that you and your brother don't have the same surname and initial!

LOL yep tell me about it, i was wondering why they said in theory, from what i can gather it seems to be something they don't do that often and not everyone knows how to do it! Thats Scottish Power for you!

I was thinking after about changing the account over sooner than later instead that may be better! We do have same surname but thankfully different initial so fingers crossed they won't mess it up!

Hoof_Hearted

Get your brother to close his account and sign up with a decent company. They really are useless.

modsandmockers

Hoof_Hearted wrote: »

Get your brother to close his account and sign up with a decent company. They really are useless.

Can you name a 'decent' company?

Hoof_Hearted

I have always found EDF OK. NPower have a poor reputation. I haven't used others but there are lists of companies according to approval rating. I think SSE was top of the big six, but some small ones are also good.

victor2

modsandmockers wrote: »

Can you name a 'decent' company?

Or even define "decent"?
Seriously though OP, put your annual usage in kWh into a comparison site and see who comes out in the top few. The top one is likely to be one that, going by related threads on here, is definitely not "decent", so consider some of the ones below it.
FWIW, I have dealt with E.On, EDF and OVO in recent years. Of these, I would say E.On have given the better customer service - not without it's problems, but at least they resolved matters after some prodding. EDF used to have a very whimsical billing system, but that appears to have been sorted out. I was only with OVO for a year. Had no trouble and only left because I found a cheaper tariff for my usage elsewhere, with a company I knew I could deal with.

Hoof_Hearted

Decent:

1) You give them meter readings and they give you a correct bill.

2) If you have a problem, they sort it out reasonably quickly.

3) The DD is adjusted so that you don't build up huge credits or debits.

4) When you leave, they settle the account quickly, without being badgered.

jbuchanangb

I agree with modsandmockers. The energy companies have a process to deal with one customer moving out, then a new customer moves in on a deemed contract. I suggest your brother deals with them on a basis of moving out, gives them a date, and closing readings, settles the final bill etc.

You then call them the day after his "moving out" day, quote the address, postcode etc, tell them you are the new occupier, and open an account. Give them the same meter readings that your brother gave them, and they will open an account. At the same time you can stipulate which of their tariffs you want to be on.

If you want to switch to a different supplier ASAP, make sure you don't get onto a tariff with early termination charges. When your account is set up with Scottish Power, start the switch to your preferred supplier.