Extra Energy transfer to Scottish Power-Horrendous!

unphased

My mother was one of the victims of the Extra Energy failure and has been transferred to Scottish Power. Back in December she submitted final meter readings to Scottish Power over the telephone and was told she would be receiving a welcome pack and not to worry as everything was in hand. The welcome pack didn't arrive and no further written correspondence was received and no phone calls received. The first correspondence about the transfer was a letter she received from Scottish Power with a demand for unpaid bills. Now bear in mind she has had no information about the billing and she was on direct debt. It begs the question why wasn't the direct debit used?

It sickens me how reliant society has become on on-line accounting.

When you call their 0800 072 0072 helpline it is ALWAYS engaged and endless phone calls to that number reach answering machines promising they 'are sorry to keep you waiting and will get back to you as soon as possible' and they don't. You have to request a call back and that is after 3 hours!!! Explanations for this were she has been receiving information online. My mother never goes online. She doesn't know how. Where has all the information been going? She hasn't got an online account with Scottish Power and didn't have one either with Extra Energy. You cannot believe the stress this has caused her.

I gather they are sending her 'another' information pack (despite the fact she never got the first one), and they have mysteriously given her another account number even though she never got to use the first one. It is just disgusting how society expects everyone to just be able to go online and sort everything out. How can she manage when Scottish Power do not have facility for corresponding by letter?

Mrs36

Have you complained formally? I would request a copy of the complaints procedure and use that.

Mammie

Just received a letter from a Debt Collector regarding the outstanding amount owed to Scottish Power for the short time we were with them after the transfer from Extra Energy. Rang Scottish Power this morning regarding this as I was told in April that our final account would be credited with the credit we hold with Extra Energy and once this was done we would receive a final bill or refund. According to the lady I spoke with at Scottish Power this changed on 13th June and only those Extra Energy customers who have a live account with Scottish Power will be credited. All other customers are expected to pay the outstanding balance and Scottish Power will refund any credit from Extra Energy by cheque or dd when they eventually get this money from Extra Energy. She couldn't give me an expected date. I explained that I had not been informed of this change so she has now put in a formal complaint, and am now waiting for the complaints dept to contact me. Therefore, I am being forced to pay a bill with a balance that is definitely more that I owe plus Debt Collectors fee.

MABLE

Mammie wrote: »

Just received a letter from a Debt Collector regarding the outstanding amount owed to Scottish Power for the short time we were with them after the transfer from Extra Energy. Rang Scottish Power this morning regarding this as I was told in April that our final account would be credited with the credit we hold with Extra Energy and once this was done we would receive a final bill or refund. According to the lady I spoke with at Scottish Power this changed on 13th June and only those Extra Energy customers who have a live account with Scottish Power will be credited. All other customers are expected to pay the outstanding balance and Scottish Power will refund any credit from Extra Energy by cheque or dd when they eventually get this money from Extra Energy. She couldn't give me an expected date. I explained that I had not been informed of this change so she has now put in a formal complaint, and am now waiting for the complaints dept to contact me. Therefore, I am being forced to pay a bill with a balance that is definitely more that I owe plus Debt Collectors fee.

Once a upon a time I always thought it was a good idea to run the account in credit. However I only pay what I have to. Its just a lot of hassle trying to get any credit balances returned.

molerat

Mammie wrote: »

Just received a letter from a Debt Collector regarding the outstanding amount owed to Scottish Power for the short time we were with them after the transfer from Extra Energy. Rang Scottish Power this morning regarding this as I was told in April that our final account would be credited with the credit we hold with Extra Energy and once this was done we would receive a final bill or refund. According to the lady I spoke with at Scottish Power this changed on 13th June and only those Extra Energy customers who have a live account with Scottish Power will be credited. All other customers are expected to pay the outstanding balance and Scottish Power will refund any credit from Extra Energy by cheque or dd when they eventually get this money from Extra Energy. She couldn't give me an expected date. I explained that I had not been informed of this change so she has now put in a formal complaint, and am now waiting for the complaints dept to contact me. Therefore, I am being forced to pay a bill with a balance that is definitely more that I owe plus Debt Collectors fee.

Don't pay it, tell the debt collectors that it is in dispute and they should hand it back to SP. If you don't get this sorted to your satisfaction within the 8 weeks, both the credit and debit sorted together and billed as one, take it to the ombudsman. SP are taking the mick as the SOLR process is designed to prevent this from happening.

kapum

Mammie wrote: »

Just received a letter from a Debt Collector regarding the outstanding amount owed to Scottish Power for the short time we were with them after the transfer from Extra Energy. Rang Scottish Power this morning regarding this as I was told in April that our final account would be credited with the credit we hold with Extra Energy and once this was done we would receive a final bill or refund. According to the lady I spoke with at Scottish Power this changed on 13th June and only those Extra Energy customers who have a live account with Scottish Power will be credited. All other customers are expected to pay the outstanding balance and Scottish Power will refund any credit from Extra Energy by cheque or dd when they eventually get this money from Extra Energy. She couldn't give me an expected date. I explained that I had not been informed of this change so she has now put in a formal complaint, and am now waiting for the complaints dept to contact me. Therefore, I am being forced to pay a bill with a balance that is definitely more that I owe plus Debt Collectors fee.

I'm not sure who you spoke to, but Scottish Power Customer Services are not open on a Sunday. :rotfl:

I suggest you give them a call tomorrow morning after 8am, and ensure it really is Scottish Power you are speaking to.

molerat

kapum wrote: »

I'm not sure who you spoke to, but Scottish Power Customer Services are not open on a Sunday. :rotfl:

I suggest you give them a call tomorrow morning after 8am, and ensure it really is Scottish Power you are speaking to.

They contacted SP on Saturday

kapum

molerat wrote: »

They contacted SP on Saturday

Oh yeah, I should have double checked the user's profile before replying

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