Scottish Power and SEG

malct

If only i had read these comments , Surely someone could do something about it, Martin Lewis, We need your help .  https://ie.trustpilot.com/review/www.scottishpower.com?search=seg

MikeyPGT

malct said:

I have written a detailed letter to Scottish power and the SEG Dept explaining what has been going on with dates, People who i have spoken to and i have ended the email with the following  This has gone on long enough and i am giving you 8 weeks notice that i will go to the energy Ombudsman if you have not carried out apply settlement parameters and an energisation status to the MPAN  The 8 weeks will end on the 12th March 2024.  

I have also pointed out the following Can you also give me a full explanation on the payments with the number of KWHs that your paying me for.

I have adding the following from SP Website "Due to the various checks we need to undertake, the processing of your application can up to 8-12 weeks, but don't worry - we'll work from the meter readings you provide as part of your application so you'll not miss out on any payments.""

Please can you deal with this ASAP , This issue is really stressing me out after to constantly worry about what is happening, Having to write emails, trying to deal with your advisors who tell me that to contact the Back room which i believe in Spain and can take up to 8 weeks for a reply,  Loss of earnings from my Solar panels while waiting to switch to Octopus, The list goes on. I am not asking for much, Just to switch from Scottish power to Octopus.

Maybe they will deal with it, But quite honestly , This is the worst company and it could be due to it been a Spanish company who don't give a hoot about the customers in the UK

Have you sent it as a physical letter?  Don't expect Scottish Power to respond to an e-mail - not even if you address it to the CEO.  Shockingly bad customer service at every level.  I suspect that they will probably ignore letters sent via Royal Mail as well ...

malct

Scottish power has emailed me back with the following, So lets see what happens 

Dear XXXX,
 
Thank you for your recent e-mail regarding your energy account 

On reviewing the mail, I can find that you have contacted us about the below-mentioned issue .Please accept my apologies for any inconvenience caused by this matter and I will endeavor to clarify this for you today.
 
1) seg.

On reviewing the email and the account I would like to inform you that we are unable to complete you request now as we need further intervention from relevant team. As soon as, I get an update from relevant team, I will get back to with resolution.

This might take approximately 72 working hours; however, we will try to complete this as soon as possible.

Your patience and cooperation is much appreciate


Since then a follow up email with the following 

Dear XXX,

Thank you for getting in touch and giving us the opportunity to investigate your complaint. We're sorry that you're unhappy with our service and we'll do our best to put things right for you and we have raised complaint 839456 to monitor this.

A dedicated member of our customer care team is managing your complaint and will try to resolve this to your satisfaction as quickly as possible.

The quickest way to contact your complaint handler is by replying directly to this email or if you need to speak to us you can book a callback using the link below. If you'd prefer to contact us by phone about your complaint then please use the account number when calling.

You can track the status of your complaint at here

MikeyPGT

malct said:

A dedicated member of our customer care team is managing your complaint and will try to resolve this to your satisfaction as quickly as possible.

The quickest way to contact your complaint handler is by replying directly to this email or if you need to speak to us you can book a callback using the link below. If you'd prefer to contact us by phone about your complaint then please use the account number when calling.

You can track the status of your complaint at here

Good luck - I had 5 different 'dedicated' complaint handlers ofver the course of 8 weeks.  Not one of them bothered to get in touch or actually do anything.  I only found out they had changed by constantly phoning the helpline and then recieving an e-mail with a different 'dedicated' person.  They are a total shambles.

malct

To be honest , I think i would rather my complaint go to the Ombudsman and try and get some compensation for my wasted time and loss of earnings from my panels . Did you get a outcome Mikey? 

MikeyPGT

malct said:

To be honest , I think i would rather my complaint go to the Ombudsman and try and get some compensation for my wasted time and loss of earnings from my panels . Did you get a outcome Mikey? 

The Ombudsman service was pretty crap - not helped by the fact that SP didn't bother to submit any evidence! They found in my faour and awarded a pittance of compensation which was paid into my SP account and then I had to fight to get it refunded. I went for the online approach but you may be better off phoning them and dealing direct with a human from the get go as I felt quite unsupported through the process.

MrsBagpuss_2

@malct this is not good news, I am about to try and move to Octopus now for the SEG (I am already their customer for import).

Last week I got the decision for my case from the Ombudsman 

Conclusion

In summary, you brought your complaint to the Energy Ombudsman as you had not received payments for your exported energy. I conclude that you have successfully completed the process in order to be paid by having solar panels installed at the property and then registering for SEG with Scottish Power. I conclude that you received your Export MPAN 1050002674897 and have completed your SEG application whilst also providing images of your latest meter reading. I conclude that Scottish Power should have made the payment to you, and I will instruct them to do so. I acknowledge the frustration and inconvenience caused to you during this process and therefore I will instruct Scottish Power to issue you with a written apology and to process a goodwill payment onto your account. 

Outcome: Upheld

Remedy 1

Remedy: Action

Comment:

Issue written apology.

Remedy 2

Remedy: Action

Comment:

Ensure all relevant FiT/SEG payments are made to the consumer.

Remedy 3

Remedy: Goodwill

Value £: 125.00

Comment:

Process a goodwill payment of £125 to the consumer for the inconvenience caused. 

Alnat1

@MrsBagpuss_2 have SP actually actioned the remedies listed?

malct

Alnat1 said:

@MrsBagpuss_2 have SP actually actioned the remedies listed?

Last Wednesday i received £264 into my bank account from Scottish power with no correspondence, So on Friday i asked Octopus to try again to connect me to their SEG but they were unable to saying that Scottish power needs to make adjustments at their end , So i have written again to SP with the following and lets see what happens. BTW , They sent me a link to view updates that doesn't work... 

Dear Subhankar Barua

I wish to point out a number of things,

1. I am unable to see updates on my complaint on Scottish power and when i do log in, I get the following message 
   

Something went wrong

We encountered an error processing your request. Please try to refresh the page or navigate to the home page.

1. Yesterday i received a payment of £264 which included dates from 15th April until the 15th December , However i am still supplying scottish power with my unused energy and my meter export reading is now showing 2224 from 2187 which was my final reading
2. I have today contacted octopus energy to check if they are able to connect me Via SEG but its still showing that i am still suppling Scottish power and i will be until you do the following  apply settlement parameters and an energisation status to the MPAN
3. I therefore wish that you get the settlement parameters and energisation done ASAP and up to the point that you do these , I will expect additional payment from Scottish power and may i add , I think that i am entitled to a good will payment from scottish power for all the stress and time wasted trying to deal with this situation and if you can sort this out, Then i will have no need to go to the ombudsman 

Regards

MrsBagpuss_2

@alnat1 today I received an invoice so I'm watching the bank account for the credit:


No written apology or goodwill payment

@malct you will not be surprised to hear that I had an email from Octopus as well to say they are having trouble switching me over