Scottish Power default account wrongly and not answering emails

AndrePearTree

A few more days passed since they were supposed to have the case sorted, still waiting for them to come back to me.

No update from Scottish Power, no update from Ombudsman.

This is driving me insane, as I wanted to apply for a mortgage but I am afraid of being refused and damage my credit score and cause even more issues.

The mortgage advisor says that it should not cause any issue and I should not be rejected even with that account showing as default, is that true?

[Deleted User]

Only you and he can make that call, based on the finer details of your application. If he knows his stuff, you should be fine. If you found him in the back of an estate agent's office, look for another.

But even if declined, it will just show as one search. It doesn't particularly 'damage' anything.

[Deleted User]

The mortgage advisor or broker should know what they are referring too.

Likewise your “score” won’t be affected since it’s not a lending factor.

AndrePearTree

I don't really understand what is happening.

On the 14th June, I've received the following message from Ombudsman

Thank you for contacting Ombudsman Services: Energy.
We have spoken to Scottish Power and it has agreed to review your billing and credit file.
If an update has not been provided to you within the next 10 days, please let us know.
Kind regards,
****

I've messaged them on their platform on the 24th June (I was not sure if it was 10working days or just 10days), No reply,

New message sent on the 29th, No reply

New message sent on the 01 Jul, No reply

New message sent on the 01 Jul, No reply

New message sent on the 03 Jul, No reply

New message sent on the 12 Jul, No reply

New message sent on the 03 Jul, No reply

And another one yesterday,

I have no communication at all from them, they don't reply to my messages, when I called them they told me that they were sorting the issue and they would come back to me in a few days, apologising that it was taking more than the 10days they said before.

Maybe I am being impatient and these things take time, but they should have not told me 10 days if they know they will take more time.

I am also afraid because during this time, as I said I've received an invoice that has not been amended, every time I phoned them, they told me to ignore it and wait if it goes to overdue, and then is defaulted I would have even more issues because of them.

I can't believe this.

AndrePearTree

So after complaining of Ombudsman cause, they were not meeting their own deadline and not replying to any of my messages, they sent me a message asking if Scottish power hasn't done any of the agreed remedies if they didn't for me to let them know so a new case could be opened.


Is this normal?

I am a little bit annoyed, cause at this point I should be looking for a property to buy and get started paying a mortgage instead of paying a higher value in rent every month saving a massive amount of money every month.

[Deleted User]

Yes this is normal.

Just abide with what they are asking you to do

AndrePearTree

Just to update this post, and try to help other people in the same situation.

After a few days of the case being opened, Ombudsman requested me evidence, which I sent them a message asking what kind of evidence they wanted as all the evidence I had have been previously supplied and no further contact from or to Scottish Power has happened(apart from the described where they sent me again the same invoice discounting £75).

Ombudsman replied saying that they transferred my evidence from the previous case to this new case.

Days and days passed, and absolutely nothing from them, the case eventually changed the status to where they were asking Scottish Power to provide evidence.

Yesterday, I've received a call from Scottish Power, related to the complaint asking me if I haven't received a letter from N******(obscuring the name) (the one that told me that this would be removed from my credit record and then sent me a letter saying that she was mistaken and it would only be satisfied remaining on my credit record for 6 years).

I said, yes obviously and also referred that I added this as evidence to the ombudsman, also referred that it was not acceptable as while on the phone I've questioned N***** about this and she made more than clear that the proposal she had for me it would be removed.

Also referred that I wanted to pay the invoice, but the readings were still wrong.

She initially was trying to say that there was nothing she could do about the default, but when I said, that I didn't care and I had written proof on that letter of what has been proposed, she said that they spoke with the ombudsman and they told them they had to remove it, because they proposed me so and because there was enough proof that they invoiced me wrong and that I've chased them for the invoice to be amended.

She asked me for the correct meter readings and told me she would call me later on. (been told that before and they never called me back again, but this time they did).

After about 1hour, another call from the same person, telling me she would take over the case and send me another proposal, where I did ask if she could be clear that the default would be fully removed (which she did).

So, the new invoice is less than 1 third of the initial value and finally(which I already paid), this seems to be on track to be sorted just waiting to see this account disappearing from my record..

Finally, I will be able to apply for a mortgage without being afraid to be rejected because of that and damage my credit score.

[Deleted User]

Well done.
But still, ignore any “score” changes.
They’re not used by lenders.