Scottish Power - Incorrect Usage

Panther777cat

To make everyone aware:

I've had a very lengthy back and forth with Scottish Power today regarding my actual usage.

According to the data on my account online and on the app and on their downloaded report, my usage the past few months has been a little over £35.

However although I'm on a price protected deal u til 2023, my direct debit has been increased to £108.

Their explanation is that the data on customers accounts online and within the app is wrong, so should be disregarded as THEY know the correct figure and assured me £108 is the right figure.

I asked for an explanation as to why the account data then displays such wildly different data, how long rhus has been an issue, why customers haven't been told, when it is likely to be resolved and why they continue to display apparently false information.

They couldn't answer any of these questions and blamed ME for their data being wrong because I don't have a Smart Meter.

Thus has now escalated into a formal complaint, but I wanted to make people aware as I know many are paying only their actual usage jist now and if you are with Scottish Power, you could potentially be accruing debt because the account info online and in the app (apparently) isn't correct and you're just meant to psychically know and put total trust in them to manually control your direct debit with no evidence of what you actually owe.

QrizB

Panther777cat said:

They couldn't answer any of these questions and blamed ME for their data being wrong because I don't have a Smart Meter.

This could be true.

Have you been giving meter readings every month, so Scottish Power can base your bills on actual use? Or are they using estimates?

What is your annual energy use, in kWh, based on meter readings today and a year ago?

The_Fat_Controller

If you have been supplying regular readings are those reflected in the app or online account ?

Panther777cat

I've given them actual readings. My bill was reduced by them last month based on the reading when I spoke to them and now they're actually saying they didn't reduce the DD even though I can see it in my bank statement and have a screenshot of thr chat where they said they needed to reduce it. So they're saying the actual usage is not reflected on the website or app but can't explain why they haven't told anyone or what they're doing about it. Even some of their own staff seem not to know.