Scottish Power error may cost me dear!

Miranda7

Hello all

The situation is that someone at Scottish Power has mistakenly amended the national database to show my electricity meter as a prepayment meter. It has never been a prepayment meter.
This is stopping me moving supplier to Ebico, which is currently offering a free night rate for Economy 7. I use about 75% at night in winter, so this will save me well over £700 a year as we are all-electric.
I phoned SP, and they said it would be corrected within a week. I backed that call up with an email, and four separate people emailed back, not understanding my query. Finally someone emailed back to say they had raised it as a proper complaint but it would take 28 DAYS to change the database.
I phoned again and got some other woman who said nothing had yet been done but assuring me that she had now got something done. There's still no record of my complaint on my online account.
So I've emailed SP again and said I will be claiming all the money I should be saving with Ebico from them and to escalate my complaint to their legal team.
Is there anything else I can do? I'm worried Ebio will withdraw this lovely tariff before I can get SP to correct the error!
In hopes of replies,
Miranda

dogshome

Did the Email saying your problem had been logged as a 'Complaint', give you it's number ? - This is a required element of the complaints process and you have the right to involve the *Ombudsman 56 days after the 'Complaint' date.

Have SP been sending you bills for your Credit Meter bills which you have paid?

To make a claim you will need to give a reasonable date on which you could have Switched, and the cost of every Kwh supplied by SP since that date against Ebico's cost.

*The Ombudsman isn't known for it's largesse when awarding payments to customers - If you are talking £100's you would be better off with the SC Court

Cardew

Don't forget that you will not be able to get 75% night rate free; the limit is 60%. So you will be paying at least 40% at their very high peak rates and a higher daily standing charge.

It is also not clear over what period the 60% is calculated. Annually? Quarterly? Monthly? etc?

That said you will probably be in pocket if you can use 60%

There is a separate thread on this tariff. https://forums.moneysavingexpert.com/discussion/5740726

Miranda7

It's fine - my night usage is set to go down as I'm having my storage heaters replaced with new ones. And they calculate it over the year - I've had that discussion with Ebico. Really, as I'm on all electric it will take 40% off my bill.
The complaint finally got logged and got a number after eight days of complaining. Even so, nothing had been done and even now, it's not on my online page as a complaint. However it is listed when I phone them.
I know I have to do the calcs when I claim - that's no problem. However I'd rather just be able to switch, so I was asking if there was a way of speeding up the process!
Scottish Power has been charging me as usual - I pay by monthly direct debit. The first I knew of the error was when Ebico flagged it up.

Scottish_Power

Miranda7 wrote: »

Hello all

The situation is that someone at Scottish Power has mistakenly amended the national database to show my electricity meter as a prepayment meter. It has never been a prepayment meter.
This is stopping me moving supplier to Ebico, which is currently offering a free night rate for Economy 7. I use about 75% at night in winter, so this will save me well over £700 a year as we are all-electric.
I phoned SP, and they said it would be corrected within a week. I backed that call up with an email, and four separate people emailed back, not understanding my query. Finally someone emailed back to say they had raised it as a proper complaint but it would take 28 DAYS to change the database.
I phoned again and got some other woman who said nothing had yet been done but assuring me that she had now got something done. There's still no record of my complaint on my online account.
So I've emailed SP again and said I will be claiming all the money I should be saving with Ebico from them and to escalate my complaint to their legal team.
Is there anything else I can do? I'm worried Ebio will withdraw this lovely tariff before I can get SP to correct the error!
In hopes of replies,
Miranda

Miranda7 wrote: »

It's fine - my night usage is set to go down as I'm having my storage heaters replaced with new ones. And they calculate it over the year - I've had that discussion with Ebico. Really, as I'm on all electric it will take 40% off my bill.
The complaint finally got logged and got a number after eight days of complaining. Even so, nothing had been done and even now, it's not on my online page as a complaint. However it is listed when I phone them.
I know I have to do the calcs when I claim - that's no problem. However I'd rather just be able to switch, so I was asking if there was a way of speeding up the process!
Scottish Power has been charging me as usual - I pay by monthly direct debit. The first I knew of the error was when Ebico flagged it up.

Hi Miranda7,

I'm really sorry to hear of the problems you have experienced. If you would like us to look into this further for you, can you please send us an email at [EMAIL="social@scottishpower.com"]social@scottishpower.com[/EMAIL] including your account number or the full address of your property?

Kind regards
Faye