Scottish Power Overcharging and Poor Customer Service

nickventure1973

Last Year around May I noticed that Scottish Power were taking three lots of money out of my bank account by direct debit that were incorrect amounts. One was for our current rental property, another was for a debt which I agreed with Scottish Power to pay back at £20 a month and the other was for an account which was cancelled from the previous property. On top of this EON were also billing for the same energy use as Scottish Power, which at the time Scottish Power said they would sort out. I only realised when my bank account was emptied on a Friday evening when we were about to go out and do our shopping. I complained to Scottish Power, however was passed around several times and in the end it went to the energy ombudsman who found Scottish Power at fault with poor customer service and made Scottish Power pay us £100 which I don't think we have received yet. The complaint went on almost a year before it was resolved, even through the energy ombudsman. As a result debt was then built up on the current property usage as we didn't know how much we should be paying, because it was in a complaints period. Because Scottish Power had been taking incorrect amounts out of my bank account all Direct Debits were cancelled at the time, and I demanded they accept a standing order on the same deal. They weren't willing to do this, so I was pushed into accepting a direct debit to resolve the complaint last month to get the cheapest deal they offered, which is £55 a month. Because there is a small debt I agreed to pay £90 a month. The first payment of £90 went out fine, then I noticed that Scottish Power had taken a second amount out of my bank account which they hadn't notified me about. I therefore cancelled my direct debit and raised another complaint, which has also been sent to the ombudsman, although I have yet to receive a response. The bills were also supposed to be changed to my name, as they were coming in my partners name. They have been asked to change this more than several times during 2015 and in both complaints periods. They tell me it has been done, however we still receive the bills in my partners name. The reason we want this changed is because her Credit Record is better than mine due problems I had a few years ago and we eventually want to get a mortgage. Not that we are planning to get into financial difficulties with Scottish Power, but due to all the problems we are concerned that they may put something on her credit record despite the complaints and regarding the debt which in effect is partly their fault. Now they are chasing for money while the account is in a complaints period but using my partners name instead of mine. So I wondered if anybody could advise me on what our rights are regarding Scottish Power and because I have had to raise a complaint about the same issue twice. I have already threatened them with court action if they don't sort the issue out, which has become a monster of an issue in all honesty as its a complaint about Scottish Power effectively not sticking to the terms that were set out by the energy ombudsman and myself.

We would like to move energy suppliers and deal with the issues separately, however we feel tied because of the debts.

On another issue we think that Scottish Power may have mis-sold us energy as our bills for two people at our previous property and the one before that were getting on for £2000 a year. We don't think they should have been that high, but we don't think we had the tariffs explained to us properly either.

What can we do?

JJ_Egan

((On another issue we think that Scottish Power may have mis-sold us energy as our bills for two people at our previous property and the one before that were getting on for £2000 a year. We don't think they should have been that high, but we don't think we had the tariffs explained to us properly either.))


What tariffs where you on and what was the usage .

footyguy

nickventure1973 wrote: »

Last Year around May I noticed that Scottish Power were taking three lots of money out of my bank account by direct debit that were incorrect amounts. One was for our current rental property, another was for a debt which I agreed with Scottish Power to pay back at £20 a month and the other was for an account which was cancelled from the previous property. On top of this EON were also billing for the same energy use as Scottish Power, which at the time Scottish Power said they would sort out. I only realised when my bank account was emptied on a Friday evening when we were about to go out and do our shopping. I complained to Scottish Power, however was passed around several times and in the end it went to the energy ombudsman who found Scottish Power at fault with poor customer service and made Scottish Power pay us £100 which I don't think we have received yet. The complaint went on almost a year before it was resolved, even through the energy ombudsman. As a result debt was then built up on the current property usage as we didn't know how much we should be paying, because it was in a complaints period. Because Scottish Power had been taking incorrect amounts out of my bank account all Direct Debits were cancelled at the time, and I demanded they accept a standing order on the same deal. They weren't willing to do this, so I was pushed into accepting a direct debit to resolve the complaint last month to get the cheapest deal they offered, which is £55 a month. Because there is a small debt I agreed to pay £90 a month. The first payment of £90 went out fine, then I noticed that Scottish Power had taken a second amount out of my bank account which they hadn't notified me about. I therefore cancelled my direct debit and raised another complaint, which has also been sent to the ombudsman, although I have yet to receive a response. The bills were also supposed to be changed to my name, as they were coming in my partners name. They have been asked to change this more than several times during 2015 and in both complaints periods. They tell me it has been done, however we still receive the bills in my partners name. The reason we want this changed is because her Credit Record is better than mine due problems I had a few years ago and we eventually want to get a mortgage. Not that we are planning to get into financial difficulties with Scottish Power, but due to all the problems we are concerned that they may put something on her credit record despite the complaints and regarding the debt which in effect is partly their fault. Now they are chasing for money while the account is in a complaints period but using my partners name instead of mine. So I wondered if anybody could advise me on what our rights are regarding Scottish Power and because I have had to raise a complaint about the same issue twice. I have already threatened them with court action if they don't sort the issue out, which has become a monster of an issue in all honesty as its a complaint about Scottish Power effectively not sticking to the terms that were set out by the energy ombudsman and myself.

We would like to move energy suppliers and deal with the issues separately, however we feel tied because of the debts.

On another issue we think that Scottish Power may have mis-sold us energy as our bills for two people at our previous property and the one before that were getting on for £2000 a year. We don't think they should have been that high, but we don't think we had the tariffs explained to us properly either.

What can we do?

Whenever you set up a direct debit with anyone, you are provided with a copy of the Direct Debit Guarantee.

For any other complaints, you should first follow the applicable supplier's complaint procedure to allow them a chance to rectify matters if appropriate.

nickventure1973

Scottish Power were complained to about the same issue several times and I had several complaints numbers given to me by various staff members. The complaint was passed around and around and they had well over the 8 week period before it was passed to the energy ombudsman. Regarding the tariff, I don't know what the tariff was, we just moved in and continued the supply under Scottish Power.

nickventure1973

Just to add, Scottish Power were less than helpful in dealing with the complaint. Everytime I contacted them, they either said the complaint was closed or couldn't find the complaint number. Then they'd raise another one although there was never any movement forward with the complaint. I am aware of DD guarantee's, however they have done it twice. I could never trust them to run a DD on my bank account again, they have been made aware of my views.

nickventure1973

So can I leave in this situation and deal with them separately by coming to an arrangement? Bearing in mind they have had alot of chances to sort things out and still haven't done it properly.

Former_E.ON_Company_Representative:_Malc

nickventure1973 wrote: »

On top of this EON were also billing for the same energy use as Scottish Power, which at the time Scottish Power said they would sort out.

Welcome to the Forums nickventure1973 and sorry to butt in. Thought I might be able to offer a bit of advice about the bills we've sent.

Check the meter serial number on our bills with that on the meter itself. It'll be on a plaque on the front of the meter. If the numbers match then we're charging for the right supply. If, though, they're different please speak to us.

Let us know the serial number on the meter, the current reading and if there's been a meter exchange (details are usually on a label on or near the meter). Also, if it's part of a new development, any plot numbers and the full postal address. Finally, the meter number and supply number on the bills you've received from Scottish Power.

Once armed with all this information, talk to our specialist crossed meters team. They'll investigate what has been mixed up. Sometimes, particularly with new developments, a number of properties are involved and it can take quite a time to sort but these are definitely the best advisors to deal with.

Sorry if I'm barking up the wrong tree nickventure1973 but hope it's of some help.

Malc

nickventure1973

Hi Malc, no totally barking up the wrong tree really. There's a really bad mix up with Scottish Power and I am dealing with it their end. However in all honesty there are so many errors, I just want to move our supply to a more reliable supplier who gets things right. Obviously without us losing out in the long term as there is plenty of evidence against Scottish Power regarding bad customer service.

Any suggestions on what I can do are welcome.