How to deal with ScottishPower

imjustdad

Hello all.

 

I am new to this forum, and I am in search of some help, if I may?

Please let me explain… I’ll try and keep this short and to the point but there is a lot to go through and much more from where this came from.

Scottishpower, known as SP from here on in, took over my energy supply from Tonik Energy back in October 2020 when Tonik went bust. (I did not agree to this, but that’s a whole other issue)

 

Knowing what issues, I was having with Tonik. I jumped the gun and got hold of SP to explain the problems Tonik had created and that this would need fixing (this was before SP had even contacted me) at this point I very quickly found out that SP’s customer service was just as bad, if not worse than Tonik…

 

Anyway, forward 2 years of complaints and calling trying to rectify SP’s further mistakes on my account, with little to no response from SP I receive a letter saying they have passed my account on to a debt collection agency.

 

(This was completely wrong of them as, not only was it their mistakes, but also if you dug into the history of it… it was me that was owed money) also I had been constantly trying to setup a direct debit, but SP just could not/would not update there system.

 

So, this pushed me to contact the ombudsman, to cut a long story short they ruled in MY favour and gave SP several arrangements they had to meet.

 

For the most part I think they did complete them. However, despite my request for evidence of the bills side of things I did not receive any. I did find the information they sent confusing and asked for it to be explained, to which I received no reply… no surprise there.

 

No matter, as far as I was concerned SP had rectified the issues and I could setup a monthly payment plan and move on with my life… this was not to be.

 

One of the main things that was raised/apparent was the shocking customer service and the fact that SP just ignored my emails, calls and attempts to work with them to remedy the issues.

Due to this, one of the agreements was that they write a letter of apology to me, they did do this, but it was a few lines in an email, not the written letter I requested/expected.

 

So, moving onto the current situation, once again SP have completely stuffed up the payment process…

 

1.       I paid them

2.       SP said I haven’t

3.       I sent evidence of payment

4.       SP said they couldn’t find it

5.       I resent evidence

6.       SP said they couldn’t view it

7.       I told SP I’ve had enough of they rubbish and to stop messing me about

8.       SP confirm payment

9.       SP refund me (for no reason)

10.    SP claim I haven’t paid them

11.    I ask what in the hell is going on

12.   SP claim they have no evidence/record of the above 11 points.

 

SP have now buried their head in the sand (in true SP fashion), and I am stuck in the very same loop I was stuck in previously, I have been trying to get hold of them no end. (Around 2 months for this latest matter) Their customer service has not improved at all. They have once again ‘WRONGLY’ set the debt collectors on me.

 

There really is nothing more I can do, if they are going to make it impossible to deal with them, what chances do I have? I always say I will chase them anymore… but then its me and my family that end up in difficulty not them.

 

It’s becoming very stressful and upsetting if I’m honest with you and myself.  

 

What I do have is all the evidence, and the investigation via the ombudsman team that have ruled in my favour.

 

I have asked the ombudsman team what I can do going forward, and can I take SP to court. The ombudsman team (understandably) have said that their investigation is complete, and they cannot reopen it, and that I need to seek further advice. ETC.

 

My question to you guys is what are my options?

 

There is so much more to the above then I can write here. We have lying, ignorance, unfair treatment and the list goes on. I will not sit back and be treated like this.

Mstty

Welcome

So facts and figures

OCT 2020 moved to SP (have you got your last bill from tonik and meter reading(s) proving your credit and what was it?

Since Oct 2020 how much energy have you used in kWh.

How much have you paid to SP

How much are SP chasing you for in debt?

imjustdad

Hello Matty,

1. OCT 2020 moved to SP (have you got your last bill from tonik and meter reading(s) proving your credit and what was it?

Answer: 

So this is all part of the issue, Tonik had no historic details of me, neither did they have the meter readings.. so they gave SP a wild estimate.. I had been trying to contact Tonik to fix this and again, just like SP they made it impossible to deal with them.
And then they went bust leaving me no chance.

The issue with Tonik was they messed up my billing, they confirmed it was their mistake and refunded me... they then took that money back, and disappeared. (this was years ago now, so please understand I do not have the details in front of me) 

2. Since Oct 2020 how much energy have you used in kWh.

Answer: 

Of the top of my head I don't know. However, this is covered in the ombudsman investigation (and I will have the details if/when needed). SP were wrongly charging my meter. Despite me having a single use meter which reads with one less digit then standard.. SP were just adding the number on. resulting in an incorrect reading. 

3. How much have you paid to SP

Answer:

£130 at most.. this again is the issue,. I try and get a payment plan setup and both SP and I agree to it... Then SP stuff it up and refund me. for the record I now refuse to setup a direct debit as SP cannot be trusted. I pay via the app. (or at least I try to) 

4. How much are SP chasing you for in debt?

£1174.72.

Mstty

The reason I asked for kWh is this is the language the energy companies speak.

They are only interested in start and end reads and proof of existing credit from a failed supplier.(final bill)

If you have all that info you have the whole story laid out.

When you find your start meter reading with SP for Oct 2020 and the current read on your meter and the price you pay per kWh and standing charge work out how much you think you owe SP. It will be interesting what difference there is as £1174.72 is not a lot of energy for 19 months use (more info required from you here)

First thing I would do if I were you I would move supplier from SP. Octopus will take you on if you call them and that way you can fight your battle with SP away from them being your current supplier.

pochase

So you have paid less than 7£ per month for the last 19 months.

How long are you trying to set up a payment plan for? Even if you had issues with them you needed to put the money aside that you owed them, Have you put at least the money for the energy you used since trying to set up a payment plan set aside and can pay it now to them?

I don't think there is an obligation for them to do a payment plan with you based on your conditions, if they require a direct debit that will be justifiable.

From what you write the ombudsman rules in your favour and SP fulfilled their part of the ruling, and now you owe them 1174,72.

As @Mstty already asked how much energy do you use? What is the monthly amount estimated by SP as your monthly DD and what are you able to pay on top of this to pay off your debt.

Possible consequence if you don't reach an agreement with them is that they will install a prepaid meter and load the debt onto it.

imjustdad

Thanks mstty.

Yes, as I said all this information is covered within the investigation, one of the agreements was the start meter reading, so that is there and I can look it up.

In response to you octopus energy quote...

I was under the impression I had to clear the outstanding debit before switching companies? Am I incorrect here?
if so that would be fantastic to move. and give me the space to fight SP properly. 
  

Mstty

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/switching-energy-supplier-if-youre-in-debt/

You can switch if the debt is deemed to be in some way your suppliers fault (you stated an Ombudsman ruling) 

However once you get your usage figures the first thing is work out how far away your figures are from SP owed figures first.

pochase

Usually they will not let you change while you are in debt. Or if they do they will hand over your debt to a debt collector.

You are saying that the investigation of the Ombudsman is finished, and the end result is after adjustments from SP you owe £1174.72, so why do you think that amount that seems to be confirmed by the investigation is wrong and can be fought?

imjustdad

pochase said:

So you have paid less than 7£ per month for the last 19 months.

How long are you trying to set up a payment plan for? Even if you had issues with them you needed to put the money aside that you owed them, Have you put at least the money for the energy you used since trying to set up a payment plan set aside and can pay it now to them?

I don't think there is an obligation for them to do a payment plan with you based on your conditions, if they require a direct debit that will be justifiable.

From what you write the ombudsman rules in your favour and SP fulfilled their part of the ruling, and now you owe them 1174,72.

As @Mstty already asked how much energy do you use? What is the monthly amount estimated by SP as your monthly DD and what are you able to pay on top of this to pay off your debt.

Possible consequence if you don't reach an agreement with them is that they will install a prepaid meter and load the debt onto it.

Pochase... not sure I understand your £7 a month working out?

1.174.72 / 19 = £61.82...

I haven't paid anything... this is because SP are being impossible to deal with (not due to me).. and yes they are required to setup a monthly plan and no it does not have to be direct debit.  

The issue here is not the money,. but more the fact they cannot be dealt with.

As I have mentioned before I have all the investigation and the fact that the ombudsman have ruled in my favour. However, SP are still being impossible so I want to take it further... 

how do I do that? 

With respect, let me worry about my personal details, what I want is to know where to go next?  

pochase

In your second post you paid a total of £130, now it is suddenly nothing.

You can take them to court as the next step, but for what exactly? The ombudsman decided in your favour and SP had to adjust there bill to the £1174.72. 
 

rp1974

OP absolutely agree with your viewpoint on Scottish Power,even if they were cheapest I'd never,ever be a customer of theirs again,historical reasons long ago and pointless going into details.
Not angling for arguments sake,as you haven't been able to pay do you still have the money that you would have paid,or has that gone elsewhere?.
Don't know if you can raise essentially the same complaint with the Ombudsman again,or not but what did it achieve last time other than your bill adjustment,do you agree with that figure,or do you dispute it?.
Again long time since I've had any dealings with Scottish Power but seem to recall that there's multiple payment options,other than Direct Debit,such as detailed here:https://community.scottishpower.co.uk/t5/Bills-payments-refunds/Payment-methods/ta-p/40.
My only other advice is that as soon as you get this sorted out leave for another supplier asap.