Scottish Power Hell

marks46

Evening all,

I've reached breaking point and I'm hoping I can share my pain here and get some pointers/guidance from the wise minds on MSE.

I've been dealing with multiple complaints with Scottish Power, going back to the start of this year. Eventually I got fed up waiting to hear from our complaint handler (who has to this day never bothered to get in touch) and went to the Ombudsman. Last week they provided an outcome of an official apology, £100 towards bills and the setting up of a repayment plan - let me try and explain what it was for.

My partner and I moved in October 2016 and we both spoke to SP to switch all account details to my name, they failed to do so and still to this day haven't managed it. It meant we missed 4 payments, all correspondence was being sent to her. It was finally fixed in March, but since then they managed to set-up the wrong accounts and close and re-open our account multiple times, the latest resulting in SP setting up a DD in her name, despite them telling me they'd removed her details from the account. It also means we've missed another payment.

The flat we're in is also receiving bills for 'another account' within our flat, which has led to debt collection companies and now a credit default letter being delivered, even though I was told they'd matched our account with the meter and they'd close the erroneous account. This sits at about £500, which is the amount we've paid based on the estimates - so they're at it! The MPRN matches my account, but they can't take ownership for it.

I've spent probably not far off 3 days talking to/on-hold with Scottish Power, they've failed to change my details and remove my partners, they're not even providing the right MPRN, they haven't visited to see what meter they are providing, they're constantly harassing me with debt letters and I'm way behind payments because of their own incompetence.

What do I do? I feel the £100 credit is pathetic given the stress they've caused. If I don't accept the Ombudsman outcome, where does that put me? Will it make it impossible to get anything from Scottish Power? I was thinking of going down the legal route and writing a letter mentioning breach of contract and mishandling of data (ICO). I'm in a stinker of a mood and I want this fixed - I want to leave SP without paying them a single penny. Do I have a leg to stand on?

Sorry for the rant on my first post, but I really appreciate any support and guidance on this and thanks for reading this, if you made it this far.

Mark

Cardew

Welcome to the forum.

Your(justified) 'rant' is like many we get on MSE about all companies and your frustration is understandable.

However, as I understand from your post, you have not lost money or overpaid SP.

If all the energy/water/phone companies/banks had to compensate us for the hours we spend on problems that they won't sort out, they would all be bankrupt.

If you read through the many similar posts on MSE you will discover that the Ombudsman is absolutely useless in getting things sorted out. They will simply award the complainant £50 or £100 and that is another case dealt with; ticked off! They are not interested in the merits of the case.

If you attempt to 'leave SP without paying them a single penny' they can and will prevent you from switching to another company.

If you go down the legal route(i.e.Small Claims Court) you face the same issue that you haven't lost money. There have been a couple of cases years ago where someone got some damages for a similar situation you yours, but I wouldn't rate your chances. In any case as soon as it is put before a court, SP will sort it out and you really will have no case.

Sorry for my negativity!

marks46

No need to apologise for the negativity - I guess my intention here was to try and get my head around the situation and get some ideas on the overall situation, so thank you for replying!

The fact that I haven't lost any money does make sense, but in their inability to update details and control the account, I'm 5 payments behind (around £300) due to their negligence - does that not stand up?

My partner mentioned the 'time spent' argument, which having done freelance, I get. This would see me pushing them for the loss of time/earnings to the tune of 2/3 days, which I've read a few people do?

I had read that the Ombudsman is pretty useless. Unfortunately I read this after proceeding with them, so I'm now just arguing with myself over whether to accept the outcome, or to reject it and fight with them myself, but from what you're saying, Cardew, I might be on to a losing battle.

There are no words to describe how much I can't stand Scottish Power, it just amazes me how companies can operate in such a terrible manner and not be properly punished for it. I'm away to hit my head off a wall

matelodave

If you are five payment behind then you should have that money sitting in the bank ready for the day a bill does come in - so apart from all the aggro you haven't yet lost out and should be in a position to pay the bill and sort it out, you can then leave them.

If you are really lucky you might get awarded £50-£100 but dont bank on it and even if you do there are plenty on here who never get what they are awarded and just get even more frustrated.

pearl123

I was glad when I moved from SP. Yep, they are hellish. By the time I left I was not even certain that I'd been billed correctly, as I'd had multiple bills.
In the end I gave up.

Cardew

pearl123 wrote: »

I was glad when I moved from SP. Yep, they are hellish. By the time I left I was not even certain that I'd been billed correctly, as I'd had multiple bills.
In the end I gave up.

Since privatisation of Gas/Electricity all of the major companies have taken their turn to be a disaster.

My experience a few years ago with SP was positive, but it seems from posts on here that after a new computer system was installed that their problems started and haven't been resolved.

The OP might get some action by attempting to use social media(Facebook etc) or even TV.

Scottish_Power

marks46 wrote: »

Evening all,

I've reached breaking point and I'm hoping I can share my pain here and get some pointers/guidance from the wise minds on MSE.

I've been dealing with multiple complaints with Scottish Power, going back to the start of this year. Eventually I got fed up waiting to hear from our complaint handler (who has to this day never bothered to get in touch) and went to the Ombudsman. Last week they provided an outcome of an official apology, £100 towards bills and the setting up of a repayment plan - let me try and explain what it was for.

My partner and I moved in October 2016 and we both spoke to SP to switch all account details to my name, they failed to do so and still to this day haven't managed it. It meant we missed 4 payments, all correspondence was being sent to her. It was finally fixed in March, but since then they managed to set-up the wrong accounts and close and re-open our account multiple times, the latest resulting in SP setting up a DD in her name, despite them telling me they'd removed her details from the account. It also means we've missed another payment.

The flat we're in is also receiving bills for 'another account' within our flat, which has led to debt collection companies and now a credit default letter being delivered, even though I was told they'd matched our account with the meter and they'd close the erroneous account. This sits at about £500, which is the amount we've paid based on the estimates - so they're at it! The MPRN matches my account, but they can't take ownership for it.

I've spent probably not far off 3 days talking to/on-hold with Scottish Power, they've failed to change my details and remove my partners, they're not even providing the right MPRN, they haven't visited to see what meter they are providing, they're constantly harassing me with debt letters and I'm way behind payments because of their own incompetence.

What do I do? I feel the £100 credit is pathetic given the stress they've caused. If I don't accept the Ombudsman outcome, where does that put me? Will it make it impossible to get anything from Scottish Power? I was thinking of going down the legal route and writing a letter mentioning breach of contract and mishandling of data (ICO). I'm in a stinker of a mood and I want this fixed - I want to leave SP without paying them a single penny. Do I have a leg to stand on?

Sorry for the rant on my first post, but I really appreciate any support and guidance on this and thanks for reading this, if you made it this far.

Mark

Hi marks46,

I am really sorry to hear of the poor customer experience you have had.

So I can get this escalated over to our Ombudsman team, are you possible able to email your account number or full address to [EMAIL="social@scottishpower.com"]social@scottishpower.com[/EMAIL] please?

Kind regards
Faye

footyguy

marks46 wrote: »

Evening all,

I've reached breaking point and I'm hoping I can share my pain here and get some pointers/guidance from the wise minds on MSE.

I've been dealing with multiple complaints with Scottish Power, going back to the start of this year. Eventually I got fed up waiting to hear from our complaint handler (who has to this day never bothered to get in touch) and went to the Ombudsman. Last week they provided an outcome of an official apology, £100 towards bills and the setting up of a repayment plan - let me try and explain what it was for.

My partner and I moved in October 2016 and we both spoke to SP to switch all account details to my name, they failed to do so and still to this day haven't managed it. It meant we missed 4 payments, all correspondence was being sent to her. It was finally fixed in March, but since then they managed to set-up the wrong accounts and close and re-open our account multiple times, the latest resulting in SP setting up a DD in her name, despite them telling me they'd removed her details from the account. It also means we've missed another payment.

The flat we're in is also receiving bills for 'another account' within our flat, which has led to debt collection companies and now a credit default letter being delivered, even though I was told they'd matched our account with the meter and they'd close the erroneous account. This sits at about £500, which is the amount we've paid based on the estimates - so they're at it! The MPRN matches my account, but they can't take ownership for it.

I've spent probably not far off 3 days talking to/on-hold with Scottish Power, they've failed to change my details and remove my partners, they're not even providing the right MPRN, they haven't visited to see what meter they are providing, they're constantly harassing me with debt letters and I'm way behind payments because of their own incompetence.

What do I do? I feel the £100 credit is pathetic given the stress they've caused. If I don't accept the Ombudsman outcome, where does that put me? Will it make it impossible to get anything from Scottish Power? I was thinking of going down the legal route and writing a letter mentioning breach of contract and mishandling of data (ICO). I'm in a stinker of a mood and I want this fixed - I want to leave SP without paying them a single penny. Do I have a leg to stand on?

Sorry for the rant on my first post, but I really appreciate any support and guidance on this and thanks for reading this, if you made it this far.

Mark

When you complained to the ombudsman, what was it you asked for as an 'ideal' resolution?

From your post, you seem to want to have the account in your name, correct/clsoe the numerous accounts set up in error, and cease and desist from send correspondence to your address that is not intended for you.

What was the reason given for the OS to fail to order any of these requested resolutions, yet did obviously feel £100 payment/credit was in order????

Why did you accept the OS's resolution as full and final settlement if it was not what you wanted???
If you did, that is I'm afarid teh end of the matter.

If you haven't accepted the OS proposed resolution, then you need to go back to them and state why not/what more you want.#
The supplier is under no obligation to do anything the OS may propose unless and until you formally accept the resolution as proposed by teh OS. The supplier will then be given time to implement the resolution you agreed with the OS.


(I don't follow how a supplier can set up a DD in someone else's name unless that person (or another :eek) has given that supplier that other person's bank details. In all circumstances, consumers are fully covered by the terms of the DD guarantee, including the right to insist their bank closes any DD mandate that was not authorised)

footyguy

marks46 wrote: »

...
The fact that I haven't lost any money does make sense, but in their inability to update details and control the account, I'm 5 payments behind (around £300) due to their negligence - does that not stand up?...

The OS has proposed a goodwill gesture of £100 payment/credit that goes 33.3% towards paying off the amount you accept you will otherwise owe.

What more do you expect?

marks46 wrote: »

My partner mentioned the 'time spent' argument, which having done freelance, I get. This would see me pushing them for the loss of time/earnings to the tune of 2/3 days, which I've read a few people do?

I don't know where you've been reading, but the OS site says they do not usually compensate for your personal time spent in attempting to resolve the matter.
Similarly, a small claims court would also not usually allow such a claim, if you were to go that route instead. (e.g. if you were to not accept the proposed resolution of the OS)