Incorrect payment demand

enidmarples

I went to the Energy Ombudsman regarding an issue with an account with Scottish Power on my previous property. They untangled the problem which I would not have been able to do without their help. However Scottish Power have not calculated my final bill correctly in line with the Ombudsman decision. I have emailed the Scottish Power ombudsman customer relations team 3 times requesting a revised bill but had no reply. The Energy Ombudsman have also contacted Scottish Power to ask for a correct bill. Meanwhile I continue to receive payment demands which are distressing and intimidating. I phoned the Scottish Power customer service team but was informed they couldn’t help as it could only be dealt with by their specialist ombudsman team (who aren’t replying to my emails). I also emailed their debt team and received an automated response stating that I should contact them via web chat! I just want a correct bill so that I can pay but am getting nowhere! The amount I actually owe (when correctly calculated) is probably quite small, maybe even less than £100.  Any advice please?

MattMattMattUK

enidmarples said:

I went to the Energy Ombudsman regarding an issue with an account with Scottish Power on my previous property. They untangled the problem which I would not have been able to do without their help. However Scottish Power have not calculated my final bill correctly in line with the Ombudsman decision. I have emailed the Scottish Power ombudsman customer relations team 3 times requesting a revised bill but had no reply. The Energy Ombudsman have also contacted Scottish Power to ask for a correct bill. Meanwhile I continue to receive payment demands which are distressing and intimidating. I phoned the Scottish Power customer service team but was informed they couldn’t help as it could only be dealt with by their specialist ombudsman team (who aren’t replying to my emails). I also emailed their debt team and received an automated response stating that I should contact them via web chat! I just want a correct bill so that I can pay but am getting nowhere! The amount owed is probably quite small, maybe even less than £100.  Any advice please?

Either ignore them until they get their paperwork in order, or pay it and argue after, the choice is yours. There is no need to find it distressing or intimidating. 

Mstty

Never underestimate the stress these sort of things cause people. No matter how trivial they may appear to others.

Personally I would write directly to Keith Anderson Scottish Power CEO keep it short and to the facts and lay out what you expect to happen and give them a time scale. Send the letter recorded if you want or at least proof of postage.

[Deleted User]

The Energy Ombudsman has no statutory powers. It cannot force any energy supplier to comply with its Final Decision. 

You may well be into new complaint territory. I would raise another complaint limited solely to the incorrect Final Bill with clear evidence to show why it is wrong. If the supplier refuses to change the Bill, then escalate the complaint to The Energy Ombudsman. The supplier will then face another case fee.

FWiW, I have little faith in The Energy Ombudsman. I recently had a Decision overturned on supplier appeal where it became clear that the reviewing investigator hadn’t bothered to read the Interim Decision or the case file. I was left with no option but to complain about The EO’s service standards. Eventually, I had to escalate this complaint to the Independent Assessor for review. My complaint against The Energy Ombudsman was in the main upheld. 

It really is time that Ofgem came up with alternative options for dispute resolutions. 

enidmarples

The company has accepted the Energy Ombudsman decision but have not correctly implemented it. 
 I began trying to resolve the issue with Scottish Power 9 months ago and referred it to the EO in March. I  have spent endless hours in emails etc. It is so frustrating that Scottish Power’s systems are not ‘joined up’ and their communications and customer service are appalling! I just want a bill that shows the correct calculation so that I can pay it!

Mstty

That's why I said go to the top.