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Help/Advice Scottish Power move to Smart meter 3 year nightmare
Hi Everyone
I am really looking for help or advice from you regarding 2-3 years of pain with Scottish Power.
We had been a customer for many years and not really had any problems apart from the usual automatic increases in DD amounts, but all the issues started when they decided we should upgrade our meters to a Smart Meter, we have duel fuel with SP so both meters were to be replaced. This should have been a simple job with the meters being replaced but it has been 3 years of hell, when the engineer arrived onsite, he managed to install the electric meter but could not provision it, couldn't undo a nut on the gas meter so that was left. To cut a long story short, 3 electric meters later and 12 months of being messed around, SP got the electric meter operational, it was a similar story with the gas meter, with engineers not turning up at appointed times, multiple meters installed and finally they got it working, over 12 months later.
In the meantime, when the engineer took the final reading from the old meter, he input the wrong figures, it was fairly obvious these figures were incorrect as it looked like we had used over a £1k of electricity in 1 month, and again it took over 12 months for SP to acknowledge this mistake and the whole time I took call after call from their accounts dept chasing the debt, and every-time they promised to look into it, but never did. A further example of incorrect billing, during the period from 27/02/19 to 03/12/19, 12 bills issued, of which 9 bills were cancelled or re-billed due to mistakes in meter readings given by the Smart Meter.
So, to-date, I have tried to move away, but SP have blocked the move every-time, I have complained to the Ombudsman, who came to the conclusion that we had been mistreated and SP told to revalue our tariff and as a gesture of goodwill offer £75 compensation, which I have declined, £75 does not even touch the sides, and my bill even to this day is incorrect. As I had rejected the compensation, a member from their complaints team called me to discuss why I had rejected the claim, unfortunately she caught me working in the garden so I couldn't log into our account to discuss it, she then proceeded to look at our account and when I mentioned that I was not confident in the billing, especially as the electric usage looked very high, she proceeded she reviewed our monthly usage and was confident that nothing over the last 12 months look suspicious or would give her concern that our meter readings were incorrect. I checked later, one example that she missed, 8th April our electricity usage on that day according to our smart reader was 2234.51 Kwh, the day before the usage was 15.07 Kwh, the days after 54.04 Kwh , 56.33 Kwh, I checked the date, it was a day we were both at work and the house was empty, with nothing left turned on.......... she missed that.
I really don't know what else I can do, I am now on the most expensive tariff they can put me on because I didn't accept the offer, they want to charge me £170 per month, that when I go to uswitch and get a usage comparison quote based on actual yearly usage, my monthly bill would be anything from £110 to £126 per month.....help its driving me crazy
I am really looking for help or advice from you regarding 2-3 years of pain with Scottish Power.
We had been a customer for many years and not really had any problems apart from the usual automatic increases in DD amounts, but all the issues started when they decided we should upgrade our meters to a Smart Meter, we have duel fuel with SP so both meters were to be replaced. This should have been a simple job with the meters being replaced but it has been 3 years of hell, when the engineer arrived onsite, he managed to install the electric meter but could not provision it, couldn't undo a nut on the gas meter so that was left. To cut a long story short, 3 electric meters later and 12 months of being messed around, SP got the electric meter operational, it was a similar story with the gas meter, with engineers not turning up at appointed times, multiple meters installed and finally they got it working, over 12 months later.
In the meantime, when the engineer took the final reading from the old meter, he input the wrong figures, it was fairly obvious these figures were incorrect as it looked like we had used over a £1k of electricity in 1 month, and again it took over 12 months for SP to acknowledge this mistake and the whole time I took call after call from their accounts dept chasing the debt, and every-time they promised to look into it, but never did. A further example of incorrect billing, during the period from 27/02/19 to 03/12/19, 12 bills issued, of which 9 bills were cancelled or re-billed due to mistakes in meter readings given by the Smart Meter.
So, to-date, I have tried to move away, but SP have blocked the move every-time, I have complained to the Ombudsman, who came to the conclusion that we had been mistreated and SP told to revalue our tariff and as a gesture of goodwill offer £75 compensation, which I have declined, £75 does not even touch the sides, and my bill even to this day is incorrect. As I had rejected the compensation, a member from their complaints team called me to discuss why I had rejected the claim, unfortunately she caught me working in the garden so I couldn't log into our account to discuss it, she then proceeded to look at our account and when I mentioned that I was not confident in the billing, especially as the electric usage looked very high, she proceeded she reviewed our monthly usage and was confident that nothing over the last 12 months look suspicious or would give her concern that our meter readings were incorrect. I checked later, one example that she missed, 8th April our electricity usage on that day according to our smart reader was 2234.51 Kwh, the day before the usage was 15.07 Kwh, the days after 54.04 Kwh , 56.33 Kwh, I checked the date, it was a day we were both at work and the house was empty, with nothing left turned on.......... she missed that.
I really don't know what else I can do, I am now on the most expensive tariff they can put me on because I didn't accept the offer, they want to charge me £170 per month, that when I go to uswitch and get a usage comparison quote based on actual yearly usage, my monthly bill would be anything from £110 to £126 per month.....help its driving me crazy
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Comments
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Forget the shiny toy, it's the readings from the real meter on the wall that count. Presumably the cumulative total shown on the real meter and on the bills didn't suddenly increase by 2234.51 kWh, almost a year's worth, in just one day?AnthonyMG said:I checked later, one example that she missed, 8th April our electricity usage on that day according to our smart reader was 2234.51 Kwh, the day before the usage was 15.07 Kwh, the days after 54.04 Kwh , 56.33 Kwh, I checked the date, it was a day we were both at work and the house was empty, with nothing left turned on.......... she missed that.0 -
according to my online account and billing, that is the actual reading for that day0
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That will be correct - what your billing doesn't show you is the USUAGE for the day - it shows the total CONSUMPTION since the day way installed.AnthonyMG said:according to my online account and billing, that is the actual reading for that dayNever pay on an estimated bill. Always read and understand your bill0 -
apologies, firstly it was gas consumption not Electric, from the bills I can see for the year 2018, when they were trying to get an operational gas meter, they charged a set fee, in Jan 2019 when it looks like the meter started working, and sent readings, they back dated the charges from the previous year and bundled in all together in one month, being the high charge in April0
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