Scottish Power and SEG

MrsBagpuss_2

Cheque received! And banked!

MrsBagpuss_2

Had to share the last piece of the story.  I never had such a fast response from SP since I left for Octopus - this came today:

We have been made aware of the change of your export MPANs supplier from ScottishPower to Octopus Energy.

We will close your ScottishPower SEG account but we need you to provide us the final meter reading from the change of supplier date in order to be able to pay you the final payment.

In order to validate your reading we require a photo as evidence of the export reading. Please ensure the photo clearly shows both the reading and meter serial number.  Unfortunately, until this is received and we can validate the meter reading no payment will be issued to you. 

Please, for a quicker response directly reply to this email without any alteration on the subject. 

malct

Well i got a phone call , A new guy takinh on my complaint and he is asking me why he is phoning me, Apparently he was given 15 complaints to deal with at 5pm when he should be going home and he has to phone everyone on the list before going home, I told him that John was suppose to be dealing with me since he knows the situation, So its back with John..    Awful company to deal with 5 months and still trying to switch to octopus  . The guy was given a complaints number with no history of the case .  The wait goes on 

alinwales

MrsBagpuss_2 said:

@alinwales they send you a website link by email about 6 months down the line.  TO be fair this was only after a LOT of pestering for all the preceding steps to be conducted (export MPAN, MINFO registration etc).

Thanks, I've searched my emails and found a link! I've put my export data on the webpage, but I will chase it via the SEG phone number here to see if they have it.  I'm hoping that there must be some people for whom this service is working correctly (even if it is a bit slow).

I didn't mention before that on the registration on minfo they sent me details for the wrong person. It took 6 weeks to get a link with my own details!

alinwales

Just to update mine, I received an email last week with an invoice attached, and I also noticed the money paid into my account had occurred a couple of days previous. This covered almost 11 months of export starting at the figure I provided on the initial application (as they promise). I got there in the end.  Probably won't change away from SP right away now it seems to be set up OK. Over the summer we'll be charging batteries overnight at 7.8p (April rates for me), and exporting the solar at 12p during the day.

malct

Update from me , Am still waiting but getting updates every week, Pointless going to the ombudsman since the guy at SP is really helpful and there is nothing that the Ombudsman could do to speed things up Yesterdays Email ..


Thank you for speaking with me this morning.

As I advised when we spoke, we have now been able to update the settlement parameters of your export MPAN but we are still experiencing an issue that prevents us from updating its energisation status. I raised this outstanding correction on an escalation call this morning and was advised that they are aware of this issue and that a solution is being pursued urgently.

As we agreed, I will update you again on the morning of 08/04/2024

malct

and still not completed and apparently their are many others in the same situation 

1900sr

I thought I'd join in here. In 2020 we bought a house that had solar panels, and the FIT and generation were both with Scottish Power. Got everything switched over to ourselves with no problems and submitted our readings every three months and got paid as you'd expect. Then last year we had smart meters installed by our energy supplier EON. I contacted Scottish Power as we could now give exact export figures rather than be paid on a 50% of generation basis, it seemed the right thing to do. The lady I spoke to on the phone suggested I should change from FIT to SEG as the rates were higher. What great customer service thinks I, so I agreed. This was in July last year. You'll not be surprised to hear that I still haven't been paid for any exported electricity since that date, although my generation payments are still being paid by Scottish Power. 

In October 23 I received an email advising that my MPAN was now fully registered with Scottish Power, and I could apply for SEG. 7/11/23 an email confirming my application had been received (and another on 08/11/23 saying the same thing in a different way). An email with a progress update on 13/11/23, so far so good. 17/11/23 I get my export MPAN number, and also advising that I will receive another email within 3 weeks to register for a Minfo account. Another couple of update emails and then on 23/11/23 confirmation that my status had been to "Confimed with Scottish Power" and advising I'll get statements every 90 days  and that they will try and get my export figures automatically. 29/11/23 another email informing me of "Succesful Completion" and advising me that payment is due 90 days from first reading, and giving me a link to enter my export reading. After supplying my reading I got an email 19/12/23 asking for photo evidence of readings as it's higher than they expected, so a reply was sent same day. 21/12/23 confirmation of receipt and acceptance of readings, and payment will be made within next two weeks (I've not had the Minfo email and so haven't set that up, but honestly I had forgotten all about it and they are telling me they'll pay me in the next two weeks. They have my bank details from when they were paying FIT, and are still paying generation to anyway).

18/01/24 I email them to say I've not received my payment so could they please chase it. On 09/02/24 having not had a reply to that email I  manage to get hold of a human by phoning 03450580002, who says they don't have my bank details which is why I haven't been paid, and that they have a problem with the website for registering the details. I tell him they have my details as they had been paying FIT and are paying generation, but he says they can't use those. He tells me to await the reply to my email. 15/02/24 I get an email saying they should pay me within 2-3 weeks, and "Please for a quicker response directly reply this email without any alteration on the subject". Surprise surprise I've still not been paid, and so I replied to that email on 15/03/24 to which I have not yet had a reply.

Now it appears the problem could be that I'm not registered on Minfo, but I've not had the email giving me the details on how to do so, and apart from the phone conversation no-one has said that is the problem and given me the link to register. I guess I'd better reply to the email to advise that I've never had that email. This lot really are completely useless.

malct

I am just checking in with a update, Honestly how this company gets away with their poor service, I just don't know.   I hope you get paid out soon , But the Minfo platform is useless and i am sure that its built for the Spanish customer base and not the UK.

My issue is still on going but i do get to speak to an advisor once a week, Anyways  After my last conversation last week, I wrote back telling the advisor that i was going to the Ombudsman since its 12 weeks since i first raised my complain given them 8 weeks notice of going to the Ombudsman and the only reason why i have delayed it was due to the advisor fighting my corner ....   For info , Here was his reply on the treat of the Ondubsman

 Thank you for your email. As you have requested, I have attached a copy of your eight week letter that will then allow you to refer your complaint to the energy ombudsman.

As you know, we have been attempting to have the necessary corrections made to the details of your export MPAN. I have raised the delay in completing this for you (or in even providing a definitive timescale) again with my support today and I referred directly to your recent email where you advise that you now wish to refer the issue to the energy ombudsman. In response, I was advised that I can expect an update on 22/04/2024. As we arranged for me to call you again on 23/04/2024, I hope to be finally able to provide a positive update to you then. Perhaps then, you might wish to delay your referral to the ombudsman until we have next spoken, although it is certainly your right to make that referral and, given the amount of time it has taken to provide an adequate solution, I can certainly understand why your considerable patience thus far may now have reached its limit.

Kind regards

I have wrote back saying that i will delay , But i am worried about the lack of compensation that i will get once i switch to Octopus and Basically saying that going to the Ombudsman will help me to get the correct amount of compensation , Its now 7 months since i asked to switch to Octopus ... 

malct

On a side note , As anyone managed to claim compensation from SP and if so, Did you haggle and manage to get more ?