Help - Trying to leave Scottish Power after thier mistake

1211887

Hello

I am due to be leaving the UK in January to do a year of backpacking. As part of the plan to save cash for this trip, myself and my partner moved into a small flat (one bedroom) for 6 months - the lease ended on 22 October.

On moving in we did a comparison (flat was already with NPower) and decided to go with Scottish Power who were the cheapest and didnt charge early exit fees since we were only planning on being with a provider for 6 months. Everything was smooth from the beginning - or so it seemed.

About 4 weeks before we moved out I received an email to say that my account was switched to SP in error, thanks for letting them know etc, and that they were swapping it back to NP. I immediately rang them and told them Id never requested this and they said it was an error on their part and so would request the meter was swapped back.

Upon moving out I called SP to close my account - ask for a final bill and tie up all the loose ends so that everything was tanked care of weeks and weeks before we are due to leave. However on trying to close my account, SP said they were unable to do so as one of my accounts was with them and onw was still with NP! (our flat was electric only and had a day, night and cheap overnight meter). They also had really random meter readings - none of which I provided them over the phone. They said theyd be in touch in 10 working days.

11 working days later I called up again and it seemed pretty much nothing had been done.

Ive now spoken to them yet again on 4th Dec (as well as sent a few emails and tweets) to get this sorted. All I want to do is close my account and make sure I dont owe anything. What the guy on the phone suggested - since it would be 'quicker' with me leaving the country - was to transfer both meters to NPower, SP would refund me my credit and close my account forward a letter, then it would be up to ME to call NPower up, set up an account for the 6 months I lived in the flat and provide the meter readings (which I have a record of as well as the property management agency) and pay etc - Bit of a cheek if you ask me since its not my error but thought this would be best if it meant it would be sorted out faster.

Alas - nothing in writing from SP, no cheque in the post for 300+ credit we'd built up. I then received an email to tell me my DD was being reinstated (I cancelled and sent a DM on Twitter which was acknowledged) but they have now taken this from the credit which I was promised would be refunded?

I was hoping someone would be able to give me a bit of advice on what to do?

-Im not sure whether to wait this out, call them again to chase my refund (although they've now taken some funds)
- Do I ask them to transfer everything back to SP so I dont have to faff about with another provider who dont know the back story - and be stuck with SP for however knows how long to sort.
- Do I got to Citizens Advice or is that a bit over the top?

Im a bit lost! Ive never had a issue like this before and I have good credit and have always paid bills on time. Im worried that if it continues when Im abroad it could dent my credit rating?

Anyone out there with any thoughts? Much appreciated!!

Cardew

1211887 wrote: »

Hello

However on trying to close my account, SP said they were unable to do so as one of my accounts was with them and onw was still with NP! (our flat was electric only and had a day, night and cheap overnight meter).

How can you have two accounts if you are electric only.


I really sympathise with you have to deal with both Npower and Scottish Power. - double trouble!


I would write headed 'Complaint' to both companies and copy to the Energy Ombudsman.

footyguy

1211887 wrote: »

Hello

I am due to be leaving the UK in January to do a year of backpacking. As part of the plan to save cash for this trip, myself and my partner moved into a small flat (one bedroom) for 6 months - the lease ended on 22 October.

On moving in we did a comparison (flat was already with NPower) and decided to go with Scottish Power who were the cheapest and didnt charge early exit fees since we were only planning on being with a provider for 6 months. Everything was smooth from the beginning - or so it seemed.

About 4 weeks before we moved out I received an email to say that my account was switched to SP in error, thanks for letting them know etc, and that they were swapping it back to NP. I immediately rang them and told them Id never requested this and they said it was an error on their part and so would request the meter was swapped back.

Upon moving out I called SP to close my account - ask for a final bill and tie up all the loose ends so that everything was tanked care of weeks and weeks before we are due to leave. However on trying to close my account, SP said they were unable to do so as one of my accounts was with them and onw was still with NP! (our flat was electric only and had a day, night and cheap overnight meter). They also had really random meter readings - none of which I provided them over the phone. They said theyd be in touch in 10 working days.

11 working days later I called up again and it seemed pretty much nothing had been done.

Ive now spoken to them yet again on 4th Dec (as well as sent a few emails and tweets) to get this sorted. All I want to do is close my account and make sure I dont owe anything. What the guy on the phone suggested - since it would be 'quicker' with me leaving the country - was to transfer both meters to NPower, SP would refund me my credit and close my account forward a letter, then it would be up to ME to call NPower up, set up an account for the 6 months I lived in the flat and provide the meter readings (which I have a record of as well as the property management agency) and pay etc - Bit of a cheek if you ask me since its not my error but thought this would be best if it meant it would be sorted out faster.

Alas - nothing in writing from SP, no cheque in the post for 300+ credit we'd built up. I then received an email to tell me my DD was being reinstated (I cancelled and sent a DM on Twitter which was acknowledged) but they have now taken this from the credit which I was promised would be refunded?

I was hoping someone would be able to give me a bit of advice on what to do?

-Im not sure whether to wait this out, call them again to chase my refund (although they've now taken some funds)
- Do I ask them to transfer everything back to SP so I dont have to faff about with another provider who dont know the back story - and be stuck with SP for however knows how long to sort.
- Do I got to Citizens Advice or is that a bit over the top?

Im a bit lost! Ive never had a issue like this before and I have good credit and have always paid bills on time. Im worried that if it continues when Im abroad it could dent my credit rating?

Anyone out there with any thoughts? Much appreciated!!

So if I understand you correctly, you were originally supplied by nPower (as they were the supplier when you moved in) and after you registered with nPower, you switched supplier to SP.

Presumably you had a final bill from nPower? (for the period up until the switch occurred)
And presumably you were then billed by SP?
And it was SP you eventually gave a final reading to when you moved out back in October?

Did you ever get a final bill from SP?
Either way, contact SP and explain the situation now.

If I've not summarised the situation correctly above, please explain here as the advise to follow may then differ


EDIT: How on earth have you built up £300 worth of credit? Or haven't you paid anyone for any electricity yet? In which case, it's not really credit is it.

dogshome

You don't say what date in January you will be leaving the UK

Supply tangles of the type you describe take weeks to sort out, not days, and this is compounded by both n'power and Scot. power having screwed up their own systems with botched software upgrades.

WRITE to both of them setting out details of the saga, underlining the fact that none of it is your fault.
Tell them of the date you are leaving the UK, giving them a c/o address for correspondance and advising them that due to the nature of your trip you cannot guarantee a timely response to any communication.

Even with this letter in play you stand a good chance of coming home to Bailiff letters and a trashed credit record, but the letter covers your tail when all the dust has settled

System

We are all quick to blame energy companies but reading the original post it seems to me that the OP may not have been aware that a Deemed Contract existed with the existing supplier.

Quote: On moving in we did a comparison (flat was already with NPower) and decided to go with Scottish Power who were the cheapest and didnt charge early exit fees since we were only planning on being with a provider for 6 months. Everything was smooth from the beginning - or so it seemed. Unquote

Might it be that NPower played the Erroneous Transfer card? If this is the case, then the OP is due a full refund from SP and a bill from NPower for the energy consumed at its standard variable rate.

I may be wrong of course.

1211887

Hi Guys

Thanks for thoughts. Having just had another conversation from SPower they have logged it (again) as a complaint. Basically the guys said that SP were not compatible with my second meter so they shouldnt have taken it over anyway(?) - frustrating as how am I supposed to know so shame on NPower for that one! Plus this is the third conversation Ive had about this so why didnt somebody figure this out in the first wave.

They now need to take it through a formal complaint procedure etc so another 10 working days till I get a phonecall but Ive requested everything to be sent in writing to my c/o address since I'll be away.

Again they have said account is frozen so Im hoping they don't try to set up my DD again ha!

Its a faff but Im hoping I can set up the other meter which must only be compatible with NPower and just make a one off payment for the 6 months on that meter (since I have all the readings).

Feel slightly better as I was seriously concerned it could dent my credit however not clear of them yet!

[Deleted User]

I m a bit confused about the second meter. Is it a business and flat ? with one business meter and one domestic meter. If so, the business meter will not be able to change supplier very easily or not at all if a contract is in force. The only other time a flat would have two electric meters is if it was an eco 10 type set up. Eco 7 usually has one meter with two rates.

spiro

sacsquacco wrote: »

I m a bit confused about the second meter. Is it a business and flat ? with one business meter and one domestic meter. If so, the business meter will not be able to change supplier very easily or not at all if a contract is in force. The only other time a flat would have two electric meters is if it was an eco 10 type set up. Eco 7 usually has one meter with two rates.

Even some E7 set ups have 2 meters, 1 overnight only and 1 day & night.