Scottish Power took over my supply erroneously - should I accept compensation offer?

Enigmaman

Scottish Power have finally, after months of wrangling, admitted taking over my electricity supply erroneously and are offering to pay back the money they took from me (using details stored on their system from a previous account I held with them) and have offered my money back plus £50 goodwill?

Should I accept that or hold out for more?

matelodave

Try being greedy and hopefully you'll get nowt. Just take the £50 and be happy.

Why does everyone nowadays think they deserve compensation for every slight or mistake. For you to get it, someone else has to pay. You don't honestly thinks its the shareholders do you - its the other customers.

System

It depends on whether or not SP has followed the Erroneous Transfer Charter:

If you have been switched by mistake, the Erroneous Transfer Customer Charter sets out what the suppliers should do to put things right. It says:

• you can contact either the original or the new energy supplier - they share equal responsibility for resolving the problem

• the energy supplier you contact should explain clearly what action they're going to take and keep you updated with progress

• you should receive written confirmation of the details provided above within five working days of first contacting the energy supplier

• within 20 working days you should receive confirmation that you are being returned to your original supplier

• you shouldn't have to pay any bills from the 'new' energy supplier – you'll just get a bill at the end from your original energy supplier.

I am not sure why SP is refunding you any money. They should be dealing with your original supplier who has an obligation to bill you as if the erroneous transfer had not taken place. Presumably, you were paying two suppliers so why didn't you cancel the DD is favour of SP? If you were only paying SP, then they should transfer the whole amount of the money taken to your true supplier to cover your bill with them.

FWiW, if you go to the Ombudsman it is unlikely to give you a significant increase in the compensation amount offered.

Cardew

The OP has not explained how the erroneous transfer occurred, or what loss he has incurred.

Enigmaman

I wasn't paying two suppliers. I cancelled the DD to the other supplier when I heard of the erroneous Transfer to SP.

I only noticed the payments to SP after they had taken a few of DDs.

I have no idea how the ET occurred - they at first claimed I had signed up via a third party and then, when I asked for proof, could not supply it and admitted the ET.

Joyful

Your previous supply will put you back on the tariff that your were on with them and bill you up to date. You should not lose out as SP will give you back the money you have paid so you can pay the original supplier. A £50 Goodwill gesture sounds good.

jcontest

Sounds a bit odd that the DD was set up too?

Who was the other supplier?
If a DD was set up to a new supplier as well as the transfer then that would tell me that someone out there has your meter information AND your bank account information.

moneysavingscouser

Scottish Power, will offer £50 goodwill, but whats the harm in taking it further?

Having your money taken, unathorised, in real life would be theft or fraud.

I worked for Scottish Power Call Centre, we were told to offer this amount to basically appease people and stop it escalating.

System

moneysavingscouser wrote: »

Scottish Power, will offer £50 goodwill, but whats the harm in taking it further?

Three months of faffing about whilst The EO deliberates with the distinct possibility that the compensation amount will not be increased. The industry recognises that erroneous transfers do occur and it has a Code to ensure that customers are not financially disadvantaged as a result. I am still not sure if the OP thought that he was with 'X' why didn't he just cancel the payments to SP and contact his original supplier for advice.

zaax

Why are SP holding onto your details?

Enigmaman

Hengus wrote: »

Three months of faffing about whilst The EO deliberates with the distinct possibility that the compensation amount will not be increased. The industry recognises that erroneous transfers do occur and it has a Code to ensure that customers are not financially disadvantaged as a result. I am still not sure if the OP thought that he was with 'X' why didn't he just cancel the payments to SP and contact his original supplier for advice.

You are making critical assumptions about what I did without knowing what i actually did.

Of course I checked it with the original supplier. They told me to contact SP, who denied the ET for months before admitting they could produce no evidence of the transfer.

I did not cancel the payments because I did not notice them. They had a real nerve taking my money without authorisation.