from Extra Energy to Scottish Power

rob_1973

I've been on the phone to SP this morning regarding all of this as I have around £300 credit with EE and wanted to know what was going on.
After a 25 minute wait in a queue and a 3 minute conversation I was left pretty furious at the response.

I too had the email regarding setting up a direct debit stating it would stay on the same date as my original EE debit which is 5th of every month.

Firstly I was told that my debit would be the 1st by the operator, which I disputed and told her that wasn't what the email had said, so she changed it.

I asked her when my account would be ready and she said my first payment should be 5th February. I asked for my remaining balance total from EE and was told they don't know, its still with administrators.

Basically, they will start taking payment before receiving any remaining credit. I'm not sure if they will charge me from November, or from January. This is all very still up in the air and certainly doesn't fill me with confidence of it being sorted soon.

I found the operator very unhelpful, they are terrible to get in touch with as when I tried yesterday I had a recorded message and the call was cut off. The call also went dead today when I asked for the administrators details.

I'm hoping I don't get stung with a huge bill on my first payment but at the moment who knows!

Catslovelycats

rob_1973 that doesn't bode well, does it?

rob_1973

It certainly doesn't fill me with confidence that's for sure. I will be keeping a close eye on SP and how this all pans out. I will give it around 14 days and contact them again and I will also contact the administrator if I hear nothing and get some solid answers, it's my money they have and I will not let it vanish into thin air.

nkb21

For what it's worth, I had my email from SP yesterday asking me to conf bank details for DD so called them this morning to ask a few questions and I had an incredibly helpful, informative and honest discussion with their customer service rep. Entirely different experience to what I was expecting based on other posts about SP services reps dealing with the EE transfers.

Will still check comparison sites once I get my welcome letter and my account is set up but if alternate available tariffs are comparable, my surprisingly pleasant customer experience might just tip the balance and encourage me to stay with SP.

Just thought it worth commenting about a good experience rather than only seeing posts about bad ones,

paulr70

My story is that I received an email saying my account is moving to scottish power from extra energy back in 25/11/18. I didnt want to move to scottish power so I looked around for a new supplier.
Contacted scottish power who said they would return my credit from extra energy I was in around £350 credit with extra energy but unfortunately didnt save any of my bills, didnt think extra energy website and my account would just vanish from the face of the earth.

I phoned scottish power today who had no idea when they would receive my credit, but said they would return it directly to myself.

Quite shocking that these companies take your money on credit to pay bills and the return the money depending on your meter readings and then they go bankrupt and we are out of pocket.
Considering contacting ofcom next.

deanparkr

Not getting much luck dealing with SP either.

Have asked when credits would be transferred but was told there was no ETA when this would happen.

I was also told my account has "nearly" been set up. I checked online and my Direct Debit has been calculated at £0 per month on the deemed tariff.

Needless to say it doesnt seem like this is going well!

rob_1973

My debit has been set up but showing £0 per month and also no date scheduled for the payments. My email stated my account would be set up in 3-4 weeks. The email was dated 1/12/2018 and yet I'm still waiting.

Anon2213123

No it isnt looking good at all.

Email support - Completely useless and incompetent. They asked for my address and account number even after explaining the situation. There were several back and forth's where even after giving my address, I was asked for it again multiple times and they ignored my requests to forward it to the complaints department.

I put in a complaint another way. They phoned me but I was busy and didn't have phone on me to answer it. Then that same day my account was set up.

Disgraceful to see they have set up a direct debit with my bank details (that must have been passed to them by Extra Energy), which is 4 times greater than the DD I had set up with Extra Energy. My account showed as £0.00 and when I did a meter read, it showed as nearly £30 in Debit.

As far as I'm concerned there's £120 of mine somewhere in limbo and until I get it credited, they won't be getting another penny from me

les-patots

Received my Direct Debit email from SP which was for £130/m as against £85/m with EE. Rang the number on the bottom of the email which turned out to be a comparison company. They gave me the SP number and I spoke to the call centre. Explained I was £250-£300 and wasn't happy to pay more than £100/m which they agreed to and said they would confirm by email. They said they were still waiting for the administrators to pass details of credits over and until then couldn't finalise accounts.
Still waiting for the confirmation email though !!

MrLeccy

Received my Direct Debit email from SP which was for £130/m as against £85/m with EE. Rang the number on the bottom of the email which turned out to be a comparison company. They gave me the SP number and I spoke to the call centre. Explained I was £250-£300 and wasn't happy to pay more than £100/m which they agreed to and said they would confirm by email. They said they were still waiting for the administrators to pass details of credits over and until then couldn't finalise accounts.
Still waiting for the confirmation email though !!

Hi,

Sorry to hear about the bad start you've had with SP!

I do genuinely believe it's still with the administrators and mass correspondence will be produced once everything is finalised to update EE customers with next steps.

Direct Debit confirmation is something that's only produced when the system its self makes changes to the DD and the confirmation is then sent automatically.

I wouldn't take there word for it in this case unfortunately based on what you've already been advised - i'd suggest you to login/setup you're online account as your Direct Debit monthly amount will show on there.

If it's still showing as £300+ i'd be straight back on the phone otherwise you'll have to go through the stress of contacting you're bank to raise an indemnity claim if the higher amount goes out.