Scottish Power and SEG

MikeyPGT

CSI_Yorkshire said:

RAB1967 said:

Is this the aim of Scottish Power?

No, it isn't.

There is a certain allowance for suppliers in the price cap to spend on customer service, billing, back office etc.  They don't want to spend more than this - and if they spend less then it's extra profit.

In the last year or so, if we base it on the comments here, there have probably been tens of thousands of relatively pointless calls to CS about trivial issues - this uses up the already limited resource.

SP have no motivation to minimise the number of SEG customers.

If Scottish Power made any effort to actually deal with customers then they would probably find that the number of contacts would decrease - as it is they fail on every level of customer service and if Ofgem was of any use at all would be stripped of their licence or made to improve.  My advice to anyone who wants it is to ditch Scottish Power and make sure that everyone knows why you have done it.

GDP1964

Hi Everyone

1st time posing on here I and hope someone can provide some guidance regarding applying for SEG payments. I can see most of you have been having  problems applying/registering  for SEG payments with Scottish Power and we are already 12 weeks into the process but are starting to experience a few worrying issues regarding getting any response from the SEG team.

On 27/7/23 we received our export MPAN after about 9 weeks wait  (which is fine), the email said  "The next step is we will pass your Export MPAN for registration.  You will also receive a separate email from us shortly headed MINFO."  However, we still  haven't had any confirmation that the export MPAN has been passed on for registration and we haven't received the MINFO email as yet. Needless to say we emailed them a week ago but no reply, I called them and after 45 minutes of waiting spoke to a chap (who didn't seem too interested in helping or just didn't know)  who said it can take up to 3 months to get the MINFO email.

Can anyone confirm how long they had to wait for the MINFO email,  or if anyone bypassed the email and went straight to the MINFO site and registered anyway? I was thinking of trying it but it was asking for a Supplier Code (can anyone confirm what this would be for Scottish power?).  

We initially went to Octopus but found their customer service non existent -  tried to get a smart meter fitted but gave  up after waiting for 8 weeks and no responses to our emails . 

Thanks in Advance

Slinky

GDP1964 said:

We initially went to Octopus but found their customer service non existent -  tried to get a smart meter fitted but gave  up after waiting for 8 weeks and no responses to our emails . 

Thanks in Advance

That's a real shame about your experience with Octopus, as we got our MCS and DNO registration documents through last week and it took 6 days for Octopus to confirm we are now getting credit for our export.

Somebody else on MSE advised me to speak with Customer Services over the phone when I had an initial query with joining Octopus in early July; I'd emailed too with no response. I called them, got through quickly, got the issue sorted quickly and moved across from EDF within a week. If you get nowhere with SP, try speaking with somebody at Octopus.

GDP1964

Thanks Slinky. We may well give Octopus a 2nd try if this continues as we originally  turned our back on them due to lack of customer service/ no response to our emails and unable  to speak to a person but  the SEG department a Scottish power seem the same or worse. We also  we know they Scottish Power pay less per unit than Octopus. 

MrsBagpuss_2

Octopus pay the highest rate per kWh I think but only if you have your supply with them as well.  I am still no further forward with SP SEG.  I have started a complaint with the Energy Ombudsman but now that I'm finally on their system which took a while as well it's coming up as a complaint with British Gas!

MrsBagpuss_2

P.S I now have my supply from Octopus and they have been great, my parents have supply and SEG with Octopus and this has also been straightforward for them.

Slinky

MrsBagpuss_2 said:

P.S I now have my supply from Octopus and they have been great, my parents have supply and SEG with Octopus and this has also been straightforward for them.

Octopus are like a breath of fresh air!  I phoned them yesterday to ask them to switch the date on my statements. I was on hold for about 3-4 minutes, got through to a very helpful lady who sorted what I wanted, then emailed to confirm our conversation and the action she had taken. Long may it continue.

MrsBagpuss_2

Right folks, at 02:56 in the morning on Bank Holiday Monday I received an email from seg@scottoshpower.com with the infamous supplier/vendor number AND a SEG ID (now I have more number than I was expecting.  

Off to the next hurdle of actually putting this into the MINFO website...

Email contained fantastic statements such as "We are currently doing a data cleanse exercise therefore you may have already received this email to register and update your bank details on the MINFO portal if you have, please ignore this email no further action is required."

"Before you attempt to register please read the guide in full and follow the steps specifically as stated, to avoid locking or disabling your account."

MrsBagpuss_2

oh and "Please also note that the Email address and Name on the Bank Account must be an exact match to the details you provided on your SEG application or FIT documents or the MINFO registration will be rejected by the system" 

Because we all have a copy of our application don't we...  

Slinky

What is all this MINFO thing? Is it specific to Scottish Power? None of that needed for Octopus, I just gave them the MCS and DNO info with the MPAN number on it and it was up and running within a few days.

Am I missing something about why people are wanting to jump through all these hoops to export to SP?