Yorkshire energy ?

bagand96

Trev456 said:

So, chasing up the £506 credit owed to me by YE. They generated the bill on 1/4/21. Received an email today 6/4/21 to say a bill had been generated. Rang up SP to chase that up. 62 mins before I spoke to someone then on hold a few times afterwards.
As I understood, SP haven't received any notification of the credit, yet as I pointed out, I'm still paying my final bill of £179 to them tomorrow. Some people would cancel the DD, just felt that would complicate a poor situation.
I asked the lady to raise a complaint, SP to ring me later this week. Once they have received notification of the credit, then another 20 working days to repay me. Incredible! Finally, it was a 96 minute call in the end.
How do we give feedback on SP? I'd hate some poor unsuspecting new customer to experience them. Worst energy company I've experienced. 

Obviously you have the normal review sites open to you.

Whilst we can all agree SP haven't covered themselves in glory.... it's not their fault it took YE until 1st April to generate your final bill.  And given the Easter bank holidays, today was the first working day after April 1st, so your expectations are fairly high to expect SP to process it in 1 day.

I do agree they could postpone collection of your final DD.  Unfortunately the first line customer service agents probably don't have that power over the IT systems.

Trev456

bagand96 said:

Trev456 said:

So, chasing up the £506 credit owed to me by YE. They generated the bill on 1/4/21. Received an email today 6/4/21 to say a bill had been generated. Rang up SP to chase that up. 62 mins before I spoke to someone then on hold a few times afterwards.
As I understood, SP haven't received any notification of the credit, yet as I pointed out, I'm still paying my final bill of £179 to them tomorrow. Some people would cancel the DD, just felt that would complicate a poor situation.
I asked the lady to raise a complaint, SP to ring me later this week. Once they have received notification of the credit, then another 20 working days to repay me. Incredible! Finally, it was a 96 minute call in the end.
How do we give feedback on SP? I'd hate some poor unsuspecting new customer to experience them. Worst energy company I've experienced. 

Obviously you have the normal review sites open to you.

Whilst we can all agree SP haven't covered themselves in glory.... it's not their fault it took YE until 1st April to generate your final bill.  And given the Easter bank holidays, today was the first working day after April 1st, so your expectations are fairly high to expect SP to process it in 1 day.

I do agree they could postpone collection of your final DD.  Unfortunately the first line customer service agents probably don't have that power over the IT systems.

Thanks for your reply. Thursday 1st April was a working day, so SP could have been informed if they had the desire to be informed.  Having worked in IT, computer systems don't necessarily have to take a Bank Holiday. 
Yes, I also realise that it isn't SP's fault that YE took almost 4 months to process 74,000 domestic customers. But I am on a short fuse with SP having had meter reading errors on their part (settled now after 3 x 1hr phone calls). and I'd also read that some people have had to prompt SP to repay their credit. So I've tried to get them on the starting line for them to then take 20 working days to finally repay me. So, sorry if I don't appear to be reasonable with SP but they've had their chance.

Stuart42

YE generated my final bill on 10th February but SP still haven't credited my account.  But they've been 'looking into it with high priority' for more than 2 months now.  I had another email today telling me they're going to contact YE to see if my final bill has been generated.  I've told them it has at least 10 times AND sent them 3 copies of it.  It's pathetic

Trev456

Stuart42 said:

YE generated my final bill on 10th February but SP still haven't credited my account.  But they've been 'looking into it with high priority' for more than 2 months now.  I had another email today telling me they're going to contact YE to see if my final bill has been generated.  I've told them it has at least 10 times AND sent them 3 copies of it.  It's pathetic

I hope you've raised a complaint because that's the only way to get things sorted. Stage 2 complaint followed by a further complaint to a senior staff member.

[Deleted User]

Stuart42 said:

YE generated my final bill on 10th February but SP still haven't credited my account.  But they've been 'looking into it with high priority' for more than 2 months now.  I had another email today telling me they're going to contact YE to see if my final bill has been generated.  I've told them it has at least 10 times AND sent them 3 copies of it.  It's pathetic

Yes pretty much the same experience that I have had only YE generated my statement of the final account on 4th February.  No credit. high priority response and copied my bill as an attachment.  I banged off a formal complaint to Scottish Power today in writing via email.

Trev456 said:
I hope you've raised a complaint because that's the only way to get things sorted. Stage 2 complaint followed by a further complaint to a senior staff member.  

What is a stage 2 complaint BTW?

BedrockFred

Finally got my YE credit back into my bank account 

Took a while but who do you blame SP, YE administrators OFGEM, I will say the dealings I have had with SP staff have been mostly helpful and true to their word

Why it takes so long for SP to refund the YE credit when it appears in the customers account is another story

OFGEM really needs a big shake up from top to bottom, they seem nothing more than pawns to the big energy companies 

Right off to cancel my SP DD .... ...

Good luck everyone 

Trev456

[Deleted User] said:

Stuart42 said:

YE generated my final bill on 10th February but SP still haven't credited my account.  But they've been 'looking into it with high priority' for more than 2 months now.  I had another email today telling me they're going to contact YE to see if my final bill has been generated.  I've told them it has at least 10 times AND sent them 3 copies of it.  It's pathetic

Yes pretty much the same experience that I have had only YE generated my statement of the final account on 4th February.  No credit. high priority response and copied my bill as an attachment.  I banged off a formal complaint to Scottish Power today in writing via email.

Trev456 said:
I hope you've raised a complaint because that's the only way to get things sorted. Stage 2 complaint followed by a further complaint to a senior staff member.  

What is a stage 2 complaint BTW?

If you go online and a first complaint has been raised and you find your problem still hasn't been fixed you can then raise another complaint (stage 2), the online system requires that you have the valid complaint number before you raise the second complaint.

Trev456

BedrockFred said:

Finally got my YE credit bank into my bank account 

I will say the dealings I have had with SP staff have been mostly helpful and true to their word

Yes, the ones I've spoken to were helpful too but it appears they're hamstrung by the systems they use.
Management must obviously know this but either don't care or it's too difficult or expensive to change the systems or happy to let things go on as they are.
Wait times of 45+ minutes are unacceptable. 
Hopefully done with them in the next 4-6 weeks when they eventually repay my credit.
Paid my final bill to them today, obviously that process is much quicker!

Tharweb

BedrockFred said:

Finally got my YE credit bank into my bank account 

Took a while but who do you blame SP, YE administrators OFGEM, I will say the dealings I have had with SP staff have been mostly helpful and true to their word

Why it takes so long for SP to refund the YE credit when it appears in the customers account is  another story

OFGEM really needs a big shake up from top to bottom, they seem nothing more than pawns to the big energy companies 

Right off to cancel my SP DD.......

Good luck everyone 

Just checked my bank account after reading your post and, kerching,  I've got mine too! Thanks for the heads up! 

Trev456

Well, 2 things. Logged on to my account today, noted it's closed, fair enough. I don't owe them any thing any more. Second thing is that my credit still hasn't appeared (not shocked at all tbh after the 4th working day after YE has generated my final bill).

Amusingly, SP wanted feedback on my last call to them this week (90 min call). That was so cathartic! I stressed several times it wasn't the advisors fault but SP's appalling service. Finally, at the end from a scale of 0-10 would I recommend SP, well 0 of course.
Will they take any notice, probably not. Management don't care.

For people who haven't had issues with SP, you are very lucky.