Scottish Power Chimps Tea Party

Lionel_Thinkbag

Hi all.

We moved (bought) into this property in November last year, we decided to go with Scottish Power as our previous (rental) property was with SP and we (wrongly) thought it would be simpler.

This property was on a pay as you go meter, which was a huge pain in the bum, we asked to switch to a prepayment tariff but were told we would have to be in the property for 4 months before they would do it (despite being SP customers at all of our previous addresses)

So in Febuary we finally got both our Elec and Gas meters changed over.

A few months went by got bills for the Elec, but not for the Gas, I called them up and they said that their system hadn't yet registered that our Gas meter had been changed. From what I can tell they have two IT systems that don't seem to function properly. So, the nice lady I spoke to said it would be sorted out in two weeks and if not, call back.

Well I called back, and they have no record of the first convo, but again I was told 2 weeks.

That was a month ago, and we have been up to our eyeballs in a load of family stuff, so haven't yet chased it up.

I need some advice because from what I have read on here and elsewhere SP's customer services are woeful. I'd leave and go to another provider -and damn the cancellation fees- but I'm not even convinced they would process that correctly.

Anyone have any idea what we should do now? My husband is afraid that they're gonna finally sort it out and hit us with a whopping bill.

jbuchanangb

The most important thing is to make sure you keep accurate records of the meter readings, particularly the gas one if that is the one that is not being billed.
Next keep accurate records of every call, date time person spoken to, key points of the call.
It would be sensible to set aside some funds to pay the eventual gas account when it does get sorted out.
Look on SP's web site to find the address to write to, and send a written letter headed COMPLAINT, summarising your situation and setting out your expectation.
Include any and all useful information, such as your account number, the meter point number, the dates of any readings and the readings, dates of conversations etc.

Then be ready for a hard slog.

Scottish_Power

Lionel_Thinkbag wrote: »

Hi all.

We moved (bought) into this property in November last year, we decided to go with Scottish Power as our previous (rental) property was with SP and we (wrongly) thought it would be simpler.

This property was on a pay as you go meter, which was a huge pain in the bum, we asked to switch to a prepayment tariff but were told we would have to be in the property for 4 months before they would do it (despite being SP customers at all of our previous addresses)

So in Febuary we finally got both our Elec and Gas meters changed over.

A few months went by got bills for the Elec, but not for the Gas, I called them up and they said that their system hadn't yet registered that our Gas meter had been changed. From what I can tell they have two IT systems that don't seem to function properly. So, the nice lady I spoke to said it would be sorted out in two weeks and if not, call back.

Well I called back, and they have no record of the first convo, but again I was told 2 weeks.

That was a month ago, and we have been up to our eyeballs in a load of family stuff, so haven't yet chased it up.

I need some advice because from what I have read on here and elsewhere SP's customer services are woeful. I'd leave and go to another provider -and damn the cancellation fees- but I'm not even convinced they would process that correctly.

Anyone have any idea what we should do now? My husband is afraid that they're gonna finally sort it out and hit us with a whopping bill.

Hi,

I am very sorry for the issues you have experienced with your gas account.

If you are possibly able to PM me with your account number, I can look into this matter for you so we can get this resolved for you as quickly as possible.

Kind regards
Faye

SammenForLivet2

Ask a small supplier to have a quick look on XOSERVE (the national database for mains gas supply and meters) for you, and you'll be able to check if SP have indeed registered the meters as credit. Have you still been paying your bills (or Direct Debit) as normal?

Lionel_Thinkbag

Sorry to bump this thread. I have tried to send a PM but have received the following message:

The following errors occurred with your submission:

scottishpower company representative has chosen not to receive private messages or may not be allowed to receive private messages. Therefore you may not send your message to him/her.

If you are trying to send this message to multiple recipients, remove scottishpower company representative from the recipient list and send the message again.

I'm hoping Faye/Scottishpower company representative will be able to see this and respond.

Scottish_Power

Lionel_Thinkbag wrote: »

Sorry to bump this thread. I have tried to send a PM but have received the following message:



I'm hoping Faye/Scottishpower company representative will be able to see this and respond.

Hi Lionel Thinkbag,

I'm sorry that you have been unable to send a PM. If you could please send your account number via email to [EMAIL="social@scottishpower.com"]social@scottishpower.com[/EMAIL], I will get this issue looked into for you.

Kind regards,
Faye