At my wits end with Scottish Power

lauzt1987

I (stupidly) switched supplier to Scottish Power in March when I moved in to my rental property. I did not actually realise the switch had taken place until I chased this up in May, having heard nothing from them. This meant that they did not have meter readings for my property from the day of the switch.

I gave them meter readings as soon as I realised the switch had gone through and began paying via monthly direct debit. Scottish Power advised me that they would estimate the energy I had used for the period March - June and would update my account. All was fine, or so i thought.

My account still hasn't been updated and I have now moved out of the property. I have now given them final meter readings but they have been unable to calculate my final bill. I suspect I will owe them money, as there were 2 months where I paid nothing via direct debit, and I want to pay this and have the account closed.

I have tried countless times to contact them, both by phone and by email and keep being given the same response. 'At the moment there is an issue with your account and I am unable to resolve this for you. I will remain in touch with you throughout the process, blah blah.'

I really don't know what to do now and am considering complaining to the ombudsman but I have no idea if this is worth doing - has anyone had any success?

Thanks for reading.

[Deleted User]

Go straight to the top at Scottish Power, it worked for me.

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

bjt42

I fully expect to be in your situation after I switch from Scottish Power. There must be thousands of people trying to pay Scottish Power what they're owed, but the company can't even bill them.

Why worry about it? If you've moved out, give them your forwarding details and exit readings via email so there's a paper trail. Cancel your direct debit and forget about it. If they want to be paid they can come to you.

D_M_E

We recently moved from Scottish Power - the final bill SHOULD have been about £10 after taking into account what we had paid by DD, cost of energy used and daily standing charges.

£10? no, they sent us a cheque for many hundreds of quids and told us it's yours, you've got to cash it before someone else does.

So, I've stuck it in the bank and it's now waiting to go back when they realise their mistake and ask for it back - maybe they will let me off the £10 when they eventually ask for it back.

8-of-us

I've just got off of the phone to these guys (again)
We moved in May, I called with final readings and gave Landlords details and also our forwarding address.
In June and July they took money out (I hadnt stopped DD so realise I'm partially to blame there) after some calls they replaced the money.
Today I received an email saying they want a payment of £72.75 or they'll start proceedings to recover the money adding arrears and interest.
After being transferred a few times apparently they are extremely sorry and a letter will be sent to me confirm no payment is needed and my accounts are indeed closed (as it says online!)

I dont think it will be the last time I have to call them

footyguy

lauzt1987 wrote: »

I (stupidly) switched supplier to Scottish Power in March when I moved in to my rental property. I did not actually realise the switch had taken place until I chased this up in May, having heard nothing from them. This meant that they did not have meter readings for my property from the day of the switch.

I gave them meter readings as soon as I realised the switch had gone through and began paying via monthly direct debit. Scottish Power advised me that they would estimate the energy I had used for the period March - June and would update my account. All was fine, or so i thought.

My account still hasn't been updated and I have now moved out of the property. I have now given them final meter readings but they have been unable to calculate my final bill. I suspect I will owe them money, as there were 2 months where I paid nothing via direct debit, and I want to pay this and have the account closed.

I have tried countless times to contact them, both by phone and by email and keep being given the same response. 'At the moment there is an issue with your account and I am unable to resolve this for you. I will remain in touch with you throughout the process, blah blah.'

I really don't know what to do now and am considering complaining to the ombudsman but I have no idea if this is worth doing - has anyone had any success?

Thanks for reading.

When you moved into the property, you would have become a deemed customer of whichever supplier supplied that address at that time. You should have registered with that supplier, else they will charge you on their deemed rate - that's usually their expensive, standard tariff.

If you then decided to switch supplier (stupidly or otherwise) to SP, then such a switch would take typically 3-5 weeks from application.

So from the time you moved in to when you switched supplier (and it actually occurred), you will have pay the existing supplier.

As it doesn't sound like you have done any of this, perhaps the previous account holder had set up an alternative mailing address, hence why the existing supplier to the property would not have contacted you with a 'sorry you are leaving' letter. It could also be that the previous (and still current) account holder objected to the change in supplier you appear to have attempted when you were not the account holder.

Anyway, hopefully you took and recorded an agreed start reading on the ingoing inventory/statement of condition, else you could find yourself paying for some the consumption of the previous tenant ... or landlord/agents if the property was unoccupied for a period. (depending on the actual circumstamces of this matter)

quaybab

You can take your complaint to the energy ombudsman while trying to sort it out with Scottish power as it will take a few weeks for them to get started on it.
Email your final threat to [EMAIL="ombudsmanteam@scottishpower.com"]ombudsmanteam@scottishpower.com[/EMAIL]

footyguy

quaybab wrote: »

You can take your complaint to the energy ombudsman while trying to sort it out with Scottish power as it will take a few weeks for them to get started on it.
Email your final threat to...

You can't go to the ombudsman until you have allowed the supplier at least 8 weeks to resolve any complaint (or the supplier has issued a deadlock letter)

You don't need to threaten anyone. Indeed the supplier should advise you of this right.

Whilst there probably will be a few weeks delay in the ombudsman even looking into your complaint (and perhaps many many weeks before a proposed resolution is reached), you should get a response from the ombudsman confirming receipt of the complaint within a few days. At the same time the ombudman will also advise the supplier that a complaint has been received (assuming it falls within the acceptance parameters I gave earlier).

Once you have made a legitimate complaint to the ombudsman, the supplier is under no obligation to discuss that complaint directly with you further - they may, and often do, elect to conduct all future discussions through the ombudsman service that you elected to get involved.

lauzt1987

footyguy wrote: »

When you moved into the property, you would have become a deemed customer of whichever supplier supplied that address at that time. You should have registered with that supplier, else they will charge you on their deemed rate - that's usually their expensive, standard tariff.

If you then decided to switch supplier (stupidly or otherwise) to SP, then such a switch would take typically 3-5 weeks from application.

So from the time you moved in to when you switched supplier (and it actually occurred), you will have pay the existing supplier.

As it doesn't sound like you have done any of this, perhaps the previous account holder had set up an alternative mailing address, hence why the existing supplier to the property would not have contacted you with a 'sorry you are leaving' letter. It could also be that the previous (and still current) account holder objected to the change in supplier you appear to have attempted when you were not the account holder.

Anyway, hopefully you took and recorded an agreed start reading on the ingoing inventory/statement of condition, else you could find yourself paying for some the consumption of the previous tenant ... or landlord/agents if the property was unoccupied for a period. (depending on the actual circumstamces of this matter)

Hi, thanks for your reply. I did contact the initial supplier (e-on) when I moved in and have paid my final bill to them for the period of move in date to date of switch to Scottish Power.

footyguy

lauzt1987 wrote: »

Hi, thanks for your reply. I did contact the initial supplier (e-on) when I moved in and have paid my final bill to them for the period of move in date to date of switch to Scottish Power.

Oh good!

Then you have the start reading - it'll be the same as the final reading Eon used.

Hopefully you have the reading that applied when you left the property. Presumably you have already supplied this to the supplier and hopefully aslo had it recorded & agreed on your outgoing inventory/statement of condition.

The supplier effectively has up to 12 months to produce your final bill.

But as you have already reached your wits end, and presumably your patience too, then if you raise a formal complaint, I feel sure the supplier will produce you the final bill within 2 months of lodging such a complaint (else they know you will have the right to go to the ombudsman, who will help you get the final bill that you are so keen to pay)

Veraron

It's always worth while complaining to the ombudsman.The,ve helped me a lot.You can do this via e mail or phone the chances are they will ring you back.The service is free and you've nothing to loose.
I to are having trouble with Scottish Power in my case it's about usage and increased direct debits.
To yourselves and any other member reading this I should like to make you all aware of your rights.By law nobody has the right to help themselves to any money from your bank account other than what you have agreed. Scottish Power along with other energy company's are under the impression that if they use the word usage they can dip into your acct.All they are doing is using your money to accrue interest in their own bank acct.At the end of the period they say you've paid to much and return your money to you less the interest there made from it.For one I'm not happy about this and have told them if they take money without my permission they will hear from my solicitor.This usually stops their gallop.I suggest you all do the same and let's show these energy
Companies were not thick.Veraron