6 months of issues with Scottish Power

isabeldm

Hi,

Trying to keep this as short as possible but it's been 6 months and counting....
1. Got a gas & electric bill for 9 months of usage just as my tenancy ended at a rental property. Efforts to contact Scottish Power to confirm they were our supplier and set up an account fell on deaf ears...
2. Set up and closed down the account in one phone call and was told I'd receive a final bill and could set up a monthly payment system.
3. Contacted them to check I had been billed on the correct tariff as our bill came to almost £800 for a 4-room middle floor flat which seemed a fair bit .... As I'd had no opportunity to review usage over time I wanted to be put on the cheapest possible tariff.

I paid £200 off the bill when it came through (I have no qualms about paying for what I used) and waited for the bill to be amended and a monthly payment set up but 6 months later and it still isn't sorted.

I contacted them mostly via email as I was out of the country for a few months and got generic responses - all from different customer service advisers that were so irrelevant I doubt they actually read my emails. Very frustrating. It got escalated to a specialist team issue after my complaints.

I was told I'd have a solution in 28 days or an update via email if not. Then 28 days later I got an email saying I'd have a solution in 10 days or an update if not. I then got a letter saying that they were still working on my issue (!) and gave me no time frame.

Because of the pending complaints procedure I wasn't able to speak to anyone over the phone as my account had been blocked. I was contacted twice on the same day by their billing department even though my account was blocked/pending a complaints procedure.

I thought things were finally over when they set up a direct debit in October to clear the balance over 3 months and gave me the dates it would go out - assuring me I would never have to call/deal with them again. I got £40 knocked off the bill as a 'good will gesture'.

The first payment was meant to go out on the 2nd November but it never did.

Honestly this has been such a nightmare dealing with it. I want to lodge a higher scale complaint but don't know how to go about it.

So many emails and calls have gone back and forth and it still isn't sorted.

Help please.

All I wanted to do was pay my bill - I've spent so many hours trying to sort it and it's still not over