Advice with tariff wrongdoing

Adly812

I am hoping I can reach out to you for some advice. 
I was with Shell Energy and mid January I went through a switch to join Scottish Power on a two year fixed dual fuel tariff. 

The switch went through, but somewhere in the process of opening my Scottish Power account, the system mistook my gas meter to be a prepayment meter. Which it is not, it’s a credit meter. 
Therefore Scottish Power cancelled my gas tariff contract and flipped me onto a standard tariff. 
Upon recognising the error and updating me to a credit meter , they are now not allowing me to revert back to my fixed deal which I signed up for and should never have been taken off. They suggest the tariff has been taken down for sale. Which is obvious given the time that’s elapsed since my application.

Could you shed any help on this matter and advise me if I have any rights? Is it fair for me to request that Scottish Power honour my tariff, given a system error caused this situation?

I’d really appreciate your advice.

Gerry1

Raise a formal complaint (preferably via snail mail with a free Certificate of Posting) requesting a deadlock letter.

Go to the Ombudsman upon receipt or after eight weeks if they don't send one.

Ultrasonic

Adly812 said:

Is it fair for me to request that Scottish Power honour my tariff, given a system error caused this situation?

Yes.

Although as a warning in case this comes up later in discussions, check the terms of your original contract to see if it included a clause to allow Scottish Power to end the contract with 42 days notice any time they choose - recent contracts have.

Adly812

I can’t anything about them being able to cancel my tariff without any notice. My understanding is the system thought I was a prepayment meter, so took me off my fixed tariff as it was only for credit meters that tariff. Then when the information was corrected they suggest the tariff is no longer available. 

I called and requested that they honour the tariff given it was an error on their behalf that took me off it in the first place.I’ve had a few advisors on the phone, tell me they’ll resolve it, back date it and apply it, but then every time they are at the point of resolving it they say… oh sorry we need to raise this with another team as that tariff has been taken down. I repeat the same story to someone new each time with no resolutions.I’m getting nowhere !?!

I’m so lost now at who to speak to or if it’s fair for me to request they honour my tariff. 

perhaps a complaint is the route to take ? I’m just looking for advice to know wether I’m in my right to request that they honour this given the situation? 

Gerry1

https://web-content.scottishpower.co.uk/files/pdf/terms-and-conditions/Complaint_Handling_Procedure_Charter_SCP3733_Jun21.pdf