ECOES and Scottish Power/Sainsburys Nightmare

Scotlands_Lite

The date the original complaint was opened is the one you go by for the '8 week' count, though if SP have opened a new complaint you can reference them both in any submissions to the ombudsman.


Sometimes I think the complaint "resolved" trick is a (deliberate?) ruse used by SP to make their stats look better...I had a meter complaint last year which they arbitrarily closed without explanation or resolution, then had to open a new one when I became aware of their actions. In the end they re-opened the original complaint and closed the second one as they were getting confused with themselves. Just for good measure (read badness!), I made them open a completely different complaint on why they closed the first one


Their customer service really is shameful, and despite their claims I see no signs of it or their billing woes improving any time soon...you couldn't make it up.


I've got to the position now that whatever their bills say (usually complete rubbish), each month I know what I used / the unit cost / what I owe them and the account balance.


Keep at them, and I hope you get a resolution soon.

mjstokes85

After being promised a new complaint reference number, a copy of the complaints procedure and a phone call back guess how many out of the 3 promises have been kept?

Scotlands_Lite

Difficult, but I'd probably guess less than one.


The procedure is available online at


https://www.scottishpower.co.uk/pdf/HandlingEnquiryComplaint


though given how regularly they breach it, I'm not sure its worth the (e-) paper it's printed on.


Advice would be to keep phoning the 5228 number, and escalate to director / CEO level

mjstokes85

Less than one spot on. I just phoned them again, no new complaint was opened apparently my old one was reopened, he said ECOES meter types can't be changed on active account so my account needs closing, billing, not sure how they will bill me? And a new one needs opening. This is the worst company I have ever dealt with they are shocking how are they allowed to stay in business with incompetence like this?!

mjstokes85

Well just a quick update, the issue is half fixed. Basically after my 7th email to the CEO, which I promised I would spam daily, somebody replied, and instantly updated ECOES.

So for the past several months I was being lied to and passed from pillar to post being told it was not possible.

Why is it half fixed? Well after living in my house since February 12th of this year, to this date I have still not paid a penny for any gas or electricity. This is due to some major issue with their computer system, my complaint is at stage 2 or something which means nothing to me as I keep getting letter promising me a phone call before such and such a date, and as of today have had no calls.

So I will continue to receive the free gas and electricity and have told Scottish Power I want significant compensation for all this which they said I will get. So basically I am hoping the 3 months, which I am guessing will be many many more months, of free energy will remain free.

In summary, if you never want to pay for energy again, go with Scottish Power, and periodically send them ironic emails thanking them for the free energy as I do.

Worst company on the planet.