Scottish Power and SEG

MikeyPGT

malct said:

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 ... 

I wouldn't bother in delaying - they !!!!!! the advisors on a daily basis and are quite happy to throw them under the bus.  They will also delay to the last minute providing any information to the ombudsman (if they provide anything at all) and generally string the process out as long as possible.  A truly dreadful company in every way.

malct

Just a update , Everything is now complete at SP and i am now free to move to Octopus, Its just a matter of compensation from SP and if its a low amount, Then i will pass the case onto the Ombudsman and i will let them decided how much compensation that i should get..   Amazing the stories that SP spin you...    I was told on Tuesday that they needed a code and once they get the code , It would be another 20 days , 3 days later and everything was complete , SP are phoning me on Wednesday and hopefully i will have switched to Octopus ..  SP  have taken a final reading and the final payment will be made soon. 

BarelySentientAI

malct said:

Just a update , Everything is now complete at SP and i am now free to move to Octopus, Its just a matter of compensation from SP and if its a low amount, Then i will pass the case onto the Ombudsman and i will let them decided how much compensation that i should get..   Amazing the stories that SP spin you...    I was told on Tuesday that they needed a code and once they get the code , It would be another 20 days , 3 days later and everything was complete , SP are phoning me on Wednesday and hopefully i will have switched to Octopus ..  SP  have taken a final reading and the final payment will be made soon. 

Probably also a low amount.  The Ombudsman is there to make sure the problem is fixed and that you are in the position you should be in - that's where you might get a decent sum - not to award compo.

Any of the big amounts that you might have heard someone paying are fines paid into a central fund, supposedly to pay for insulation schemes etc, not given to customers.

malct

Just a update, I am now fully with Octopus for my SEG and this morning Scottish Power have made me a goodwill gesture of £50, I have told them that i was disgusted with their offer and they asked what amount was i expecting , I have informed them that i am asking for £350, So that's £50 per month or otherwise i will go to the Ombudsman and let them settle the good will payment. 
I had sent them a email on Thursday fully explaining my experience since October which had not been read , So my complaint handler read through it and told me that he would need to speak with his manager and will phone me back in the next 48 hours...    So lets see 

SP are paying me the difference between SP 12p and Octopus 15p from October and a payment for my export from October.   

I noted that Mrsbagpuss comments  below after going to the ombudsman.. 

Remedy 3

Remedy: Goodwill

Value £: 125.00

Comment:

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

Xrayman83

Foolishly I thought Scottish Power being my supplier would be the simplest to sign up for SEG with our new solar panels.  Sadly over a year later I have jumped through all of the hoops presented by SP and finally submitted a reading, have signed up to MINFO (but only after repeatedly reminding them that I hadn't had the promised MINFO sign up email).  I've since had the "your reading is higher than expected" message (clearly a delaying tactic) so have submitted the required photo evidence.  I now simply get nonsense messages saying (3 times in a row more than 2-3 weeks apart) that payment will be in 2-3 weeks.

I'll be submitting a complaint as soon as I figure how to!

The only part of "SEG" that's related to reality is "Export" its certainly not Smart or Guaranteed!

malct

Xrayman83 said:

Foolishly I thought Scottish Power being my supplier would be the simplest to sign up for SEG with our new solar panels.  Sadly over a year later I have jumped through all of the hoops presented by SP and finally submitted a reading, have signed up to MINFO (but only after repeatedly reminding them that I hadn't had the promised MINFO sign up email).  I've since had the "your reading is higher than expected" message (clearly a delaying tactic) so have submitted the required photo evidence.  I now simply get nonsense messages saying (3 times in a row more than 2-3 weeks apart) that payment will be in 2-3 weeks.

I'll be submitting a complaint as soon as I figure how to!

The only part of "SEG" that's related to reality is "Export" its certainly not Smart or Guaranteed!

On the sign up page on Scottish power, It states that you will be paid from the first day that you apply for SEG Via SP...   So remind them of that 

malct

malct said:

On the sign up page on Scottish power, It states that you will be paid from the first day that you apply for SEG Via SP...   So remind them of that 

How to apply for SEG

Simply apply now and complete our online application, including uploading the following documents. 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.

Take note

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.

malct

For all those who have followed my story , I have now been offered £236 Compensation and a Sorry for the way i was messed around and that was from a offer of £50 on Monday, The above payment incudes the difference between the 12p and 15p if i had signed up with Octopus ...   

Thank you for speaking with me this morning.

I’d like to again apologise for the failure in service you have suffered from Scottish Power.

As you know from when we spoke, I have calculated that your costs incurred, due to having been prevented from switching your Smart Export Guarantee supplier since October (and therefore from benefiting from a better unit rate), to be approximately £36. You had also previously stated that you felt that a minimum apology payment of £200 was due to you in relation to the failure in service you suffered. I was therefore pleased to be able to advise you this morning that this has been approved and that we will therefore be sending a goodwill payment totalling £236 to you. This payment will be sent by cheque and will reach you within the next three weeks. There is also the separate outstanding final Smart Export Guarantee payment you are due of £63 which will be paid directly into your bank within the next two weeks.

As we agreed, your complaint has now been closed on this basis. Finally, I’d like to thank you for your considerable patience in allowing me the time to resolve your complaint and to apologise once more for your experience.

Thanks in advance for your help.

Kind regards

John
ScottishPower Customer Care

bloodytickedoff

ANYONE........ANYONE using SC for SEG must be stark raving mad. I dont think in the 50 odd years I have had electric accounts with various companies, there has been a more useless one than SC. They use a spanish website. Call up sc....good luck, input readings and your ref number isnt recognised.....good luck. I'm off to British Gas. 15p 

malct

i have had to email SP to remind them to pay me, turns out there was a issue with payment since my account was closed and i will be paid in 3 weeks time, i spoke with John and asked him, what would have happened if i had not got in touch, he said you would not have been paid