Refusing Tariff Due to IT issue - Scottish Power

Craigdav1993

Hi there!

On the 16/02 I checked my Scottish Power portal to change tariff as it was due to end 31/03.

I was given a tariff which I was happy with however when I tried to continue the website kept saying “something is wrong”.

I took screenshots of the promotional offer, its price details and the error page.

Then on the 18/02 I tried again, couldn’t even access the tariffs page and I was shown again an error.

On the 24/02 same issue as the 18/02

On the 01/03 I finally managed to access the page again with no errors and to my surprise the quote was £50 more than the previous weeks.

I called Scottish Power informing then I was unable to change tariff due to their website always showing the “something wrong” message and that I have evidence as screenshots of all the times I was shown the error.

They say they will investigate and I sent the evidence over, however they cannot guarantee they can grant me the tariff as its now “expired”.

I told them its is only “expired” because Scottish Power prevented me from actually switching to that tariff due to their IT issues.

I feel like this was done so that people wouldn’t switch to a normal tariff and be forced to switch to insanely hiked new tariffs.

If SP refuses to grant me the tariff, is there anything I can do? I feel like this is false advertising if the company prevented you from actually completing the offer, you have evidence of the offer and errors and then they deny to switch to the offer.

FYI I couldn’t get to call them until yesterday as I travel internationally for work.

Any suggestions welcome! Many thanks

MattMattMattUK

Craigdav1993 said:

Hi there!

On the 16/02 I checked my Scottish Power portal to change tariff as it was due to end 31/03.

I was given a tariff which I was happy with however when I tried to continue the website kept saying “something is wrong”.

I took screenshots of the promotional offer, its price details and the error page.

Then on the 18/02 I tried again, couldn’t even access the tariffs page and I was shown again an error.

On the 24/02 same issue as the 18/02

On the 01/03 I finally managed to access the page again with no errors and to my surprise the quote was £50 more than the previous weeks.

I called Scottish Power informing then I was unable to change tariff due to their website always showing the “something wrong” message and that I have evidence as screenshots of all the times I was shown the error.

They say they will investigate and I sent the evidence over, however they cannot guarantee they can grant me the tariff as its now “expired”.

I told them its is only “expired” because Scottish Power prevented me from actually switching to that tariff due to their IT issues.

I feel like this was done so that people wouldn’t switch to a normal tariff and be forced to switch to insanely hiked new tariffs.

If SP refuses to grant me the tariff, is there anything I can do? I feel like this is false advertising if the company prevented you from actually completing the offer, you have evidence of the offer and errors and then they deny to switch to the offer.

FYI I couldn’t get to call them until yesterday as I travel internationally for work.

Any suggestions welcome! Many thanks

You can either like it or lump it, they do not have to agree to let you have a specific tariff, they can withdraw tariffs at will. It is unfortunate, but it is not false advertising.

MWT

Craigdav1993 said:

I feel like this was done so that people wouldn’t switch to a normal tariff and be forced to switch to insanely hiked new tariffs.

Not very likely though is it? ...if they didn't want people to access the tariff they wouldn't make it available.

You had a problem with your account, and to be honest I would have emailed when the problem occurred rather than waiting to phone them 2 weeks later...

However, I'd say a complaint has a decent chance of succeeding as you have evidence of the problem at a time when the tariff was available.

Craigdav1993

I understand they have the right to withdraw the offer however this was not the case.

due to constant IT issues with their website they prevented me from changing tariff.

the reason I couldn’t call for two weeks is because I work as long haul cabin crew and I am always abroad and I’ll be honest, the last thing that crossed my mind on days off waking up exhausted is calling Scottish Power.

i automatically assumed that once I was able to load the website portal it wouldn’t have been an issue.

in my eyes it is false advertising as they prevented me from switching tariff for 2 weeks due to IT issues and now want almost 3 times the original amount offered (it is now £91 monthly for a 1 bedroom flat B energy rating… we use 1400 kwh yearly)

400ixl

You will be reliant on a good will gesture as they have not broken any contractual terms. You can't force them to apply the tariff after the fact.

It isn't false advertising though as it was available, even if you may have had to use a different channel to get it (e.g. Online Chat, Phone etc) due to one channel not working.

MWT

Craigdav1993 said:

the reason I couldn’t call for two weeks is because I work as long haul cabin crew and I am always abroad and I’ll be honest, the last thing that crossed my mind on days off waking up exhausted is calling Scottish Power.

I totally understand that, my normal working life takes me out of the UK for the majority of my time as well, but that is why you use one of the other channels when phones calls are not easy to make...

As I mentioned earlier, it is worth trying a complaint as you have documented the fault at the time, but it is  weakened case because you failed to raise the problem at the time, it would only have taken a quick email and you'd have had a much stronger position.

With the rate at which tariffs have been changing lately it was not reasonable to expect that a tariff would remain unchanged for 2 weeks, but give it a try, file the complaint with your proof and see what they say...