Scottish Power

djg91

Hi, my partner and I having been having some real difficulties with Scottish Power after moving into our first home together and I was hoping someone might be able to offer us some advice. This has been going on for three months now and despite numerous efforts to resolve the matter we are still receiving final demand letters a week before Christmas for money that we do not owe.

A brief timeline of events:

• June: We had an offer accepted for our home
• 31st July: The previous tenants moved out
• 15th September: We completed the deal and moved into our new home
• We arranged to switch from the old supplier (Scottish Power) to Eon at the start of October
• 29th September: We received a £170 bill from Scottish Power which was dated right back to when the previous owners had moved out (we calculated we should've owed around £70 based on the two weeks we'd been in the house)
• We disputed the bill based on the fact we had only been living there for two weeks
• We were told the bill would be reassessed and we should receive a new one shortly
• Since then we received multiple final demand letters for the original £170
• We called Scottish Power on 4 or 5 occasions to resolve the matter
• Each time we were asked for a reading which we provided
• We were asked for proof of when we moved in multiple times, which we provided
• Each time we were assured the bill would rectified and we would receive no further letters
• Each time we were surprised to hear there was no record of our previous calls
• 16th December: We called again, were given the same promises and then the operator hung up on me when I politely asked for written evidence of the discussion

At this point, our family have chipped in and we have reluctantly paid the bill to spare us the stress of having bailiffs turn up at our door over Christmas.

What can we do going forward to try and reclaim this money or to complain about the shocking service we've received?

Thanks,
Dale

footyguy

djg91 wrote: »

Hi, my partner and I having been having some real difficulties with Scottish Power after moving into our first home together and I was hoping someone might be able to offer us some advice. This has been going on for three months now and despite numerous efforts to resolve the matter we are still receiving final demand letters a week before Christmas for money that we do not owe.

A brief timeline of events:

• June: We had an offer accepted for our home
• 31st July: The previous tenants moved out
• 15th September: We completed the deal and moved into our new home
• We arranged to switch from the old supplier (Scottish Power) to Eon at the start of October
• 29th September: We received a £170 bill from Scottish Power which was dated right back to when the previous owners had moved out (we calculated we should've owed around £70 based on the two weeks we'd been in the house)
• We disputed the bill based on the fact we had only been living there for two weeks
• We were told the bill would be reassessed and we should receive a new one shortly
• Since then we received multiple final demand letters for the original £170
• We called Scottish Power on 4 or 5 occasions to resolve the matter
• Each time we were asked for a reading which we provided
• We were asked for proof of when we moved in multiple times, which we provided
• Each time we were assured the bill would rectified and we would receive no further letters
• Each time we were surprised to hear there was no record of our previous calls
• 16th December: We called again, were given the same promises and then the operator hung up on me when I politely asked for written evidence of the discussion

At this point, our family have chipped in and we have reluctantly paid the bill to spare us the stress of having bailiffs turn up at our door over Christmas.

What can we do going forward to try and reclaim this money or to complain about the shocking service we've received?

Thanks,
Dale

Unless you provided a meter reading on the day you moved in, then the supplier will have to estimate what it was.
Usually they will use the meter readaing as provided by the previous account holder to close their account as your start reading ... all you can do is hope they haven't cheated you.

Your end reading should be the same as the start reading with your new supplier.

How long you have lived there is irrelevant - you will be charged according to meter readings at the applicable tariff. (unless they have billed you for a period before you were responsible, and can prove that e.g. with a valid tenancy agreement)

If you wish to complain, you can find the suppliers complaint procedure on their website.

If you want a recording of the telephone call, you can request one (it'll be provided in mp3 format usually) from which you can create your own transcription if you need it. They are legally obliged to provide a copy if they still have the recording (they probably do) and the price is capped at £10 (which includes VAT if applicable)

If you ask nicely (and it is relevant), I have found in the past SP are willing to supply a copy of the call FREE as part of a valid complaint.

JJ_Egan

When you moved in did you register with the existing supplier .
Do you have meter reading from the date of your move .Did you register these reading with the existing supplier .

djg91

Thanks for the replies.

We took a photo of the meter reading on day one but we hadn't heard from the supplier until they sent us with an estimated bill in the post, at which point we called them to try and rectify the situation.

These are the readings we have:
30th July (previous owners moved out) = 15628 kwh
15th September (we moved in) = 15632 kwh
17th October (when we spoke to SP about bill) = 15802 kwh

Scottish Power already have the 30th July reading and have been given evidence of these other two readings, along with evidence of the completion date being the 15th September.

Their estimate was dated for the period of time between 30th July and 28th September.
We took readings on the 15th September and only wish that we had thought to take another on the 28th September rather than having to go off the reading on 17th October. We're aware that this means that we are probably going to have to pay for two weeks more than we should have, because during those two weeks we were with Eon, but this is the way that it is.

We have two problems here as their estimate of the increase in kwh was wrong, as was the amount of days that they have multiplied their standing charge rate by.

They estimated that we had used 569.9 kwh when in fact, including the two weeks of when we were actually with Eon, we had used just 170 kwh.
We are unsure why we are still being asked for an overpayment of 399 kwh.

We have also been charged for 61 days, rather than 14 days, which has resulted in being over charged by £10. Normally we wouldn't have a major issue with this but it is as well as the other £64.23.

We've found that on all 6 occasions, despite ourselves and (until today) all employees of Scottish Power being polite in nature, we have been given false promises and reassurances that this would be sorted. We can even recall a lady that we spoke to on the first phone call being very helpful and friendly before telling us that she had processed for a new, accurate bill to be sent out. She appeared to be very helpful but this didn't materialise and there had been no record made of the conversation. The other phonecalls that were made were of a very similar nature - acceptance that there was an issue but no resolution.

bonus2010

Have you raised a complaint and do you have a complaints reference number from Scottish Power? I suspect you don’t… you’re needing to write down all the details and what you believe you’re owing SP (sent email of this with the reference number), and follow the SP complaints procedure. I had a similar problem, with Scottish Power after selling a house and after a year of wrong final bills I had to go to the Citizens Advice where they got the ball rolling for me… when you get the complaints reference number it gets passed to the SP staff who have a brain apparently rather than the dozen or so front line staff that I spoke to who just want to get anything complicated in their eyes off the phone and make all sorts of promises...like “I’ll send it to the back office” which they didn’t

trickytree1963

What date did your switch to Eon go through, Im surprised you seem to think you were with SP for only 14 days as its normally a 21 day switching process and you don't seem to have registered an account with SP when you completed on the house purchase?

footyguy

djg91 wrote: »

Thanks for the replies.

We took a photo of the meter reading on day one but we hadn't heard from the supplier until they sent us with an estimated bill in the post, at which point we called them to try and rectify the situation.

These are the readings we have:
30th July (previous owners moved out) = 15628 kwh
15th September (we moved in) = 15632 kwh
17th October (when we spoke to SP about bill) = 15802 kwh

Scottish Power already have the 30th July reading and have been given evidence of these other two readings, along with evidence of the completion date being the 15th September.

Their estimate was dated for the period of time between 30th July and 28th September.
We took readings on the 15th September and only wish that we had thought to take another on the 28th September rather than having to go off the reading on 17th October. We're aware that this means that we are probably going to have to pay for two weeks more than we should have, because during those two weeks we were with Eon, but this is the way that it is.

We have two problems here as their estimate of the increase in kwh was wrong, as was the amount of days that they have multiplied their standing charge rate by.

They estimated that we had used 569.9 kwh when in fact, including the two weeks of when we were actually with Eon, we had used just 170 kwh.
We are unsure why we are still being asked for an overpayment of 399 kwh.

We have also been charged for 61 days, rather than 14 days, which has resulted in being over charged by £10. Normally we wouldn't have a major issue with this but it is as well as the other £64.23.

We've found that on all 6 occasions, despite ourselves and (until today) all employees of Scottish Power being polite in nature, we have been given false promises and reassurances that this would be sorted. We can even recall a lady that we spoke to on the first phone call being very helpful and friendly before telling us that she had processed for a new, accurate bill to be sent out. She appeared to be very helpful but this didn't materialise and there had been no record made of the conversation. The other phonecalls that were made were of a very similar nature - acceptance that there was an issue but no resolution.

Taking photos is only useful if there is a dispute later over what information you gave. As you didn't give any information at the time, it's just another one for your own photo album!

If you can prove your tenancy started 15th Sep (rather than you deciding to move in 15th Sep) then the supplier will probably agree to reduce your standing charge to that period only.
I doubt it's worth arguing over the meter readings as you don't appear to have provided them - it's only 4 units so should be about 50p

As for when you switched to Eon, I too suspect you have got this wrong for the reasons given above.
However, you should have provided Eon with a meter reading on the day the switch actually occurred.
In any event, check your Eon bills and compare to SP bill.
Under no circumstance should you be billed for the same period (standing charge) or same units (meter readings used) by two seperate suppliers.
If you are having issues with SP over this particular point, you could ask Eon to resolve it for you. Whoever you ask, the 2 suppliers will agree the date and meter reading that should be used as the switch details.

Good luck!

[Deleted User]

Arsen02 wrote: »

ScottishPower Ltd. is a vertically integrated energy company with its headquarters in Glasgow, Scotland. It was once a constituent of the FTSE 100 Index but, in 2006, it became a subsidiary of the Spanish utility Iberdrola.

Reported as poor quality post building.

Merry Christmas to all our spammers.

Anthorn

Already spotted previously in this thread but worth mentioning again because I don't see confirmation that what JJ Egan says was done.

When you move into a property you first register for an account with the existing supplier and provide them with your opening meter reading. Then when you have that account you switch and provide your new supplier the meter reading when they request it.

I don't recognise the previous statements regarding the previous occupant's meter reading: If the previous occupant has failed to provide a meter reading your opening meter reading is accepted as the previous customer's closing meter reading.

If the OP has failed to do the above then unfortunately they have to accept SP's estimate unless they can prove SP's estimate is wrong. If they can prove SP is wrong and SP refuse to fix it then it's a case for Ofgem

Denzel85

I'm also having trouble with Scottish power I was in rented accommodation before becoming first time buyers, both properties are on prepayment meter, yet they have sent two bills one for gas and one for electric for the previous propety. When I rang they can't see why I haven't been sent the bill as it shows all are top ups. Said they would wipe the debt. Then when we moved into this property we was going to come off prepayment and signed up for the help best cancer fixed rate. Turns out I'd have to pay for the meters changed over so decided to stay on prepayment they took the £49.06 direct debit and are refusing to refund it until the meter is updated on their system ?! Can take up to 6 weeks they said ! Also I went live with their gas in September yet have been using an npower gas card to top up as Scottish power had failed to send one despite me informing them 3 times. Spoke to an advisor last week who stated they will after recover the top ups ive made from npower. They have been a ball ache tbh but hopefully it's now all sorted just still awaiting my refund