Ignored by energy provider

Stackiles

Hello,

Please could you help?

I’m with Scottish Power and pay direct debit monthly plus their boiler care at an additional £20 per month. I have just moved out of my property and have received the final bill @ 128.86 which I am reluctant to pay… here’s why.

End of December17 / beginning of January 18, my boiler stopped working, which meant I was without heating or hot water on and off over a 4 month period. During this time I had countless phone conversations with various people within Scottish Power an the Boiler Care service, and several call outs from engineers who all failed to find the route of the problem, until the last gentleman came out and confirmed it in April, it may possibly be our condense pipe… which conveniently our boiler care insurance didn’t cover to fix it. ( we fixed it at our own expense)


My boiler kept overheating and then cutting out, it meant that my bills were sky high and the house was like a sauna and then like the artic!! This was also during the extremely cold spell we experience at the height of winter, and proved how cold the house was as my glass side table had shattered with the content tempter changes. As well as no heating or hot water I was forced to move back with my parents, as my husband is in the military and works away during the week. Each time the boiler cut out I had to wait over a week for another engineer to come out. The longest period was a 2 week wait! The boiler would re-ignite whilst the engineer was there and would cut out within 24-48hrs.


Since all of this has been has happening I have constantly tried to get in contact with Scottish Power and the boiler care team, however I have has NO email replies or call backs and when I do speak to them, they keep passing me off on one another.

I was in contact with Scottish Power again on Tuesday 24th July 2018 and they informed me that I should query the bill with the Boiler Cover company. On the same day I spoke to the Boiler Care Cover team and they said it’s not their responsibility as it’s bill related. I was also informed that my ‘Claim’ was closed in January 2018 and due to them switching ‘companies’ in April 18, I am no longer intitled to compensation – Despite the cause still being on going, so how can they close the claim??? I asked if the BC team could refund the cover as they took so long to discover the problem and each time I had to wait so long for people to come out, again they told me NO.

Scottish Power as good will, in January added £30 credit to my account as they could see my bills were abnormal, however this does not merely cover the outstanding cost.

I have genuinely been passed from pillar to post the last 7 months from various people within both companies. Neither company has escalated my complaint with a manager or called me back when I have asked countless times. I genuinely feel I have been mistreated by both parties and as I am no longer in the property, I have no idea what to do.

Please help! I just want the bill to be cleared as they have caused me so much stress with their lack of service.

System

If your complaint was made over 8 weeks ago, then you have the option of referring it to The Energy Ombudsman. Its Decision is binding on the supplier.