ECOES and Scottish Power/Sainsburys Nightmare

mjstokes85

Yes this is the 28 days you mentioned about phase 3 or something! I know it's very confusing it all stems from the ECOES database being wrong and nobody being able to update it, that's the main sticking point.

mjstokes85

Currently on the phone to sainsburys and it's still on ECOES as a pre pay meter!!!! Why are SP lying to me??

mjstokes85

Sainsburys have sent me an ECOES screenshot and it's saying it's pre pay still so I have to ring Scottish Power again, I tried and an emergency situation has caused the building to be evacuated, you can not make this up.

D_M_E

I still think you should tell Sainsbury's to close the old account for the old address as from the date you left and ask them to produce a final, accurate bill based on the readings supplied by you at the time you moved -insist on this and don't take no for an answer.

I also think you should cancel the direct debit to stop them taking any more payments - it sounds to me they are applying your payments to cover the new occupier's usage and you will have no end of trouble getting any refund out of them for this error.

As for the ECOES database:, yes it's up to SP to get it updated, but you could try

http://www.candc-uk.com/ecoes and click on their contact link, which leads to

http://www.candc-uk.com/contact-us

and send them an email which contains the screenshots of the ECOES database and your own photos of the meter and, if you have it, the original install date of the meter in question.

You never know, them being the people who run the database they just might do the update - worth a try - you never know.

mjstokes85

Thanks for your reply, SP assure me they have now sent the details to ECOES and apologise for incorrectly telling me it was sorted before, although they said that before too. I've cancelled the direct debit and as soon as the home move team set my new address up with sainsburys I am assured the £60 will be credited or used to cover the final bill back to Feb 20th when we moved out.

I have no issue with sainsburys it's SP that have cocked all this up by not updating this stupid ECOES database, I suspect when we eventually get a bill from SP, as still not paid a thing yet, it will be wrong as I doubt the previous owner actually paid anything if they thought it was pre pay. I'm guessing if I'd never said anything we'd get free electricity indefinitely!

Just noticed the estimated gas reading they sent today is over 1000 units under what they think so I'm guessing when they swapped the gas meter the same !!!! up occurred, that will be the next issue!

SP said the ECOES update takes 5 days so hopefully then it will be sorted.

mjstokes85

Just out of interest for anyone who cares it's still not fixed, the database isn't updated, I emailed the candc address above who said its nothing to do with them and suggested I contact gemserve who surprise surprise said its nothing to do with them. I've complained again to SP who have ignored me again. Seems they don't want me to pay for any energy so I'll just play dumb and keep rinsing the free electricity, I've told them enough times what's going on!

mjstokes85

I emailed SP CEO last night, phoned sainsburys today to get a refund which will be sent in the post so at least I'll get the money I'd paid for the new tennants energy. I asked the woman at sainsburys to check ECOES and it still lists my meter as a pre pay so still no chance of paying anything to SP or switching.

mjstokes85

The 28 days since my original complaint are up and never heard anything back, is there some kind of procedure that I can now pursue? Does anyone here work for Scottish power or know about ecoes and why Scottish power can't or won't update it?!

Scotlands_Lite

They probably didn't mean Gemserv...they're too high up the ECOES foodchain to help you, but SP Dataserve who are Scottish Powers vaguely separate MOP division


https://www.scottishpower.co.uk/commercial-business/additional-services/dataserve/


and who will be authorised to access / amend the database (basically in this role they're back-office DBAs). However they won't deal direct with you as the customer but only through audited requests from field staff or the SP service agents you've been phoning / emailing.


Try calling 0800 001 5228 (a dedicated complaints unit in Warrington) and see if they can help (also stress most strongly how SP have failed so miserably todate to follow their own complaints procedures)

mjstokes85

Scotlands_Lite wrote: »

They probably didn't mean Gemserv...they're too high up the ECOES foodchain to help you, but SP Dataserve who are Scottish Powers vaguely separate MOP division


https://www.scottishpower.co.uk/commercial-business/additional-services/dataserve/


and who will be authorised to access / amend the database (basically in this role they're back-office DBAs). However they won't deal direct with you as the customer but only through audited requests from field staff or the SP service agents you've been phoning / emailing.


Try calling 0800 001 5228 (a dedicated complaints unit in Warrington) and see if they can help (also stress most strongly how SP have failed so miserably todate to follow their own complaints procedures)

Thanks that number is great, no waiting in a queue, straight through. So turns out my original complaint over 28 days ago has been marked as "resolved". I asked if she was aware they had failed to abide by their own complaints procedure and all I got was the usual rubbish about how sorry they are. I said I've been told this by half a dozen people now so you can understand I don't believe it. Anyway the database isn't updated, how hard is it to change 1 letter from k to n, is it really that hard? I sarcastically thanked her for the free electricity and promised I will continue to enjoy using it. I've told them more than enough times. I've now been promised a new complaint case and promised a call back, I told her I'm not holding my breath, I've been promised plenty of call backs. Anyway as my original compliant was wrongly closed does this still count towards the 8 weeks I have to wait until I contact the ombudsman or does that 8 weeks have to start again from this new complaint?