Scottish power

Kaytata

Hi all, hoping for some advice.

I moved out of my property to let to tenants and informed Scottish Power. They closed the account in jan 2017.

In sept 17, debt collectors wrote to me about the payment and i found out a default had been placed on my credit file because of an outstanding bill with SC for £300.

SC never contacted me via post, email or phone to notify me of the final/outstanding bill, or any reminders about overdue payments over the 9months.

I paid the bill as soon as i found out, and assumed the default would be removed. Yesterday SC notified me that they did not need to write to me to notify me of the final closure bill because i was an online customer, however my online account had closed and i wasnt able to log in at any time and would not have known to check for a final bill.

They have offered me £25 for the inconvenience however so far this default has declined opening a joint bank account, getting a loan to buy a new car and delayed purchasing a house/ mortgage.

My q - can SC get away with not notifying me that there was a final bill outstanding? How can they not write to me even once to let me know that tbis bill was due/overdue?

I have a deadlock letter and was going to write to the energy ombudsman, however their website doesnt say they deal with issues such as this, so who could i go to next to resolve this?

I hav never even had a credit card bill paid late so this is a really big deal for me and find it ridiculous that SC can hold a bill/fine against u, not let u know and then place a default om ur account without once getting in touch to notify me.

footyguy

Kaytata wrote: »

Hi all, hoping for some advice.

I moved out of my property to let to tenants and informed Scottish Power. They closed the account in jan 2017.

In sept 17, debt collectors wrote to me about the payment and i found out a default had been placed on my credit file because of an outstanding bill with SC for £300.

SC never contacted me via post, email or phone to notify me of the final/outstanding bill, or any reminders about overdue payments over the 9months.

I paid the bill as soon as i found out, and assumed the default would be removed. Yesterday SC notified me that they did not need to write to me to notify me of the final closure bill because i was an online customer, however my online account had closed and i wasnt able to log in at any time and would not have known to check for a final bill.

They have offered me £25 for the inconvenience however so far this default has declined opening a joint bank account, getting a loan to buy a new car and delayed purchasing a house/ mortgage.

My q - can SC get away with not notifying me that there was a final bill outstanding? How can they not write to me even once to let me know that tbis bill was due/overdue?

I have a deadlock letter and was going to write to the energy ombudsman, however their website doesnt say they deal with issues such as this, so who could i go to next to resolve this?

I hav never even had a credit card bill paid late so this is a really big deal for me and find it ridiculous that SC can hold a bill/fine against u, not let u know and then place a default om ur account without once getting in touch to notify me.

You cannot be expected to pay a bill that was never communicated to you.

So you should ask SP how they attempted to communicate the final bill to you.

If they say it was only posted to your online account, and they accept that they removed your online access before they posted the bill to that account, then they have not communicated it to you.

If they say they posted it to you, ask as to what address they sent it - it'll be on the bill.

Of course, there is a difference between them sending you a bill and you not receiving it ... but that is probably not SP's fault.
Furthermore, suppliers after sending a bill, will then send a reminder if that bill is not paid. (so that may be another communication "lost in the post"

If, after your investigations, you decide SP is at fault, then follow SP's complaint procedure.
If, after your investigations, you decide Royal Mail (or anyone else) is at fault, follow their complaint procedure.
You may wish to report the matter to the police if you suspect there has been any criminal activity involved in you not receiving your post.

You say you already have a deadlock letter from the supplier, so you are already following SP's complaint procedure. Keep going if you are not satisfied with the deadlock letter you have been provided with. The deadlock letter should explain what you can now do, as does the suppliers complaint procedure.


Perhaps if you were to provide us with the reasons given in the deadlock letter as to why the supplier rejects your complaint, then we could assist you further.

Edit:
According to the SP website, you should still be able to access your online account even after they have closed your account (and suppliers don't usually close accounts until there is a zero balance)

4. I'm changing supplier, can I still see my online account?

We want to help make your switch go smoothly so we’ve created a Progress tracker within your online account which will guide you through the switching process right through until we close your account. You’ll be able to see exactly where you are with your switch, access your final bill and read our FAQs. Once we’ve closed your account you’ll still be able to access your Online Account in case your need to review anything

https://www.scottishpower.co.uk/customer-services/online-account/online-account-help
(my highlighting in red)

The link also explains what to do if you cannot access your online account for any reason.


Good luck!

Kaytata

Thank you for taking the time to read my lengthy post.

They didnt send me any notices/reminders via post/email. They say they put the bill on my online account but i definately was not able to access my online account as i tried to submit my final meter reading but the account had closed. I thereby did it via email to SC also notifying them that i had moved out.

I heard nothing from them between when i contacted them to close the account to recieving the default. Once i closed the account i didnt know i had to go back for any more payments as we'd always been upto date with all our payments.

I am gutted. I have never had below a perfect score and its stopped me from doing a number of things already. I have requested the deadlock letter. Should be here soon.

Anthorn

The point of an online account with Scottish Power is that it is managed by the customer online and in return they get a discount or should get a discount, in the form of a cheaper online tariff. It is the OP's own fault that they failed to access their final statement online.

I do not believe that the OP is unable to access a closed account. When I moved on October 23 2017 my electricity account was closed and a new dual fuel account opened. But I can access my old closed account and I just did so a few minutes ago. I just log in online on the Scottish Power website and I am presented with the closed and active accounts and then click on the account I want to access. Within my closed account I have all the statements and payments listed.

Kaytata

I hope i dont sound like a moaner but how would i have known to look for any bills after closing an account?

For eg Once u close a mobile phone bill do u continue to log in and check to make sure there are no outstanding bills. . No u wud assume something would come in the post if you had any further patments. Same with any other service. They would send you somethin in the post or an email about overdue/missed payments. Atleast once before defaulting you??

Literally atleast one communication at some point...?

jk0

Who are SC?