Scottish Power messing about.

Chucksmum

I have a problem with Scottish Power. To cut a long story shortish, I had a new meter fitted in October 2014, after a few months not having a bill from SP, I emailed them to ask what was happening, I received a reply saying everything was in hand and gave me a complaints number and their complaints procedure (a joke). In December 2015 after some phone calls and emails from me and loads of bills and cancelled bills from SC they finally decided to start chasing me for money. I paid £1000.00 of a £1500.00 bill as the bill was calculated at their standard rate while I was on a cheaper tariff. In April someone rang me to confirm that what I wanted was the bill calculated on a cheaper tariff, I concurred and said I would be looking for compensation (no idea how much) I was told they would ring me back within a week, that was the last I've heard from them. On one of my many phone calls I was told not to worry as SP could not charge me for any outstanding amount that was older than a year , how true is this? Can anyone please tell me where to go from here to get this finalized, I'm old and I don't want this hassle!

dogshome

What the Service Desk person was talking about was the 'Back Billing Agreement'.
This code that the suppliers sign up to, limits the amount of time a supplier can fail to produce bills to 12 months, the supplier has to write-off any Energy/Gas costs prior to that 12 months, which runs back from the date that the supplier did manage to produce a bill.

So what date is on the last bill that you had prior to meter change in Oct 2014, and what is the date on the first bill, albeit it was incorrect, that you had after the meter change date ?

SP's systems have been problematic since a software update and you do a few checks
1) On the incorrect bills since the meter change, does the meter number on them match that on the new meter?
2) Do any of these bills show the End Date reading of the old meter, and a Start Date reading of the new
The meter change crew should left a note of the Old Meter's reading as it was removed, with the New Meter's reading as it was removed - For Gas meters it is a label stuck on the meter, for an Elec meter it's a card tucked into the meter houseing

Chucksmum

Thank you for your reply, I don't have a last bill prior to Oct 2014, they all disappeared from my account when SP cancelled my direct debit and stopped billing me.
SP started using the new meter number on the bills from August 2015, all the readings are correct because I have been giving them readings. I have the label left on the new electricity meter.

dogshome

OK - You really need to WRITE to SP, heading the letter Complaint

Set out the history of this saga and enclose a photo of the card left on the Elec Meter by the change crew - This should show the date, the Old meters reading as it was removed and the read on the New meter as it was installed.
Advise SP that you require two detailed bills, one showing the consumption/charges registered by the Old Meter up to the date of it's removal, which are based the meters Actual End reading, and another showing the consumption/charges for the new meter from it's installation, again based on it's Actual Start reading.
Make a note on the Calender to contact the Ombudsman 57 days after you have sent this letter if SP have failed to sort it out

In addition to the above insist that as SP have wiped your online account, that they supply hard copies of all bills issued between Oct 2013 and Oct 2014