Scottish Power - New Economy 7 Meter showing wrong dates and times,

alice's_mum

Hi am after some help now as to where to go from here, basically Scottish Power since I moved in in September 2018 were reading my old style peak and off peak (2 seperate meters) the wrong way round.  After months of calls they accepted they were and it was agreed they'd wipe those out and put a proper single economy 7 meter in which they did in January 2020 , but this is a refurbished one obviously as the date as at today shows as 8/6/19 and the time when i took it at 13.20 showed at 23.03.  I told them about this when it was installed and they were due to replace the meter again just as lockdown kicked in.  I recently had a bill through which is still basing all useage on the two old meters they took out and when I contacted them about the complaint, they said it was closed!  I've also been told the complaints handler I've dealt with all along is no longer available so feel now like I'm going to have to prove all of the errors all over again.  Just after some advice as where to go from here, should I go to Ofgem, how do I sort this. I feel like its never going to go away.  

Carrot007

I would say (having delt with SP). Open a new complaint. On the online chat thing, (never ring them, just idiots there) and request a proportioned rebill. Might have benefited you over the how parts though, not much use of e7 right about now (water does not use much, heating is not needed).

That will be the easy way. they may even ring you back but starting with the web chat team is the important thing to getting anything done right. I tried the phone, they even got it wrong after me senindg a pic of the meter! The web team however storted it out!

alice's_mum

Thanks I've taken this up through Resolve and got a complaint handler due to call me back tomorrow after 5pm  I'm actually gutted because the lady I have been dealing with has been brilliant and understood what the problems were originally and finally got me a new economy 7 meter she understood the issues when I explained date time wrong, and was all set to get it sorted in March.  But now I can't believe they are still sending me bills with estimates on for the meters they took out in January.  I've got more pics of my meter than my kids. 

Carrot007

alice's_mum said:

Thanks I've taken this up through Resolve and got a complaint handler due to call me back tomorrow after 5pm  I'm actually gutted because the lady I have been dealing with has been brilliant and understood what the problems were originally and finally got me a new economy 7 meter she understood the issues when I explained date time wrong, and was all set to get it sorted in March.  But now I can't believe they are still sending me bills with estimates on for the meters they took out in January.  I've got more pics of my meter than my kids. 

Well people move  on. and yes they probably just close all the complaints for an easy life.

Doubt resolve will help though, cause more pain more like! I would really try the web team and provide your photos and any other evidence. May get somewhere. Though I left thenm a couple of years back and who knows t hey may have got worse (only used them as the house came with and initial things took ages to sort of cause they failed to set up an account!).

matelodave

The best way to deal with a complaint  is to write it all down, giving dates, times and details of any communication that you've had whether by letter, e-mail or phone calls. Then post it to them via  recorded delivery marked complaint (if you want you can also send an e-mail ) but give up keep phoning them. Information doesn't get recorded properly and you get passed from pillar to post.

Give them a deadline of two weeks to resolve the problem or give you a deadlock letter so you can go straight to the ombudsman.

If you just keep phoning and whinging then it doesn't get properly registered as a complaint and the ombudsman wont get involved.

alice's_mum

The best way to deal with a complaint  is to write it all down, giving dates, times and details of any communication that you've had whether by letter, e-mail or phone calls. Then post it to them via  recorded delivery marked complaint (if you want you can also send an e-mail ) but give up keep phoning them. Information doesn't get recorded properly and you get passed from pillar to post.

Give them a deadline of two weeks to resolve the problem or give you a deadlock letter so you can go straight to the ombudsman.

If you just keep phoning and whinging then it doesn't get properly registered as a complaint and the ombudsman wont get involved.

Thanks that's the next plan after speaking to this person tomorrow.  If not ive put together a timeline of events and calls and will do as you suggest.  

macman

If your clock is running 10 hours ahead then this can be to your advantage if you need to heat the property or hot water from about 2pm onwards to about 9pm.

alice's_mum

I know that and I'm lucky I can adjust my storageheaters to take advantage.  Unfortunately it's not as easy to adjust my economy 7 cylinder heater so currently I get 4 hours heating of hot water, as I've changed the setting to a random economy 10 setting that comes on during that time.