Scottish Power complaint

DEVONGEM

Hi. My dad was a customer of Scottish power until 2013 & then he switched to Eon. Been paying them by DD ever since. In Oct 22 out of the blue he got a final demand from SP for £900 for an account he didn't recognise. He managed to speak to customer service rep at SP who said he set up a new account with them in 2016! He never did! He asked for evidence and they said they don't need to prove who set the account up as it's in his name so he is liable! He's never had a bill from them! However since Oct he's getting monthly bills from them. He has phoned and asked to speak to someone about it, no one says they can help. He raised a complaint in Nov and no one has replied to that. He did get voice mail before Xmas asking him to call to speak which he did and they said 'we won't you to set up payment plan' he said no I don't owe anything as I left you in 2013! They said someone would call back....still waiting!

Bailiff letters have now been sent and he cannot speak to anyone there either! 

They also have been quoting a Meter Point reference number that doesn't match the Eon one and when he raised checked in December via 'find my supplier' the answer was his supplier was Eon. He checked it again this week and it now has two MPRn references against his property one for Eon and one for Scottish Power!

He is 73 years old, stressed out by all this and no one from Scottish Power will help or respond!

MattMattMattUK

DEVONGEM said:

Hi. My dad was a customer of Scottish power until 2013 & then he switched to Eon. Been paying them by DD ever since. In Oct 22 out of the blue he got a final demand from SP for £900 for an account he didn't recognise. He managed to speak to customer service rep at SP who said he set up a new account with them in 2016! He never did! He asked for evidence and they said they don't need to prove who set the account up as it's in his name so he is liable! He's never had a bill from them! However since Oct he's getting monthly bills from them. He has phoned and asked to speak to someone about it, no one says they can help. He raised a complaint in Nov and no one has replied to that. He did get voice mail before Xmas asking him to call to speak which he did and they said 'we won't you to set up payment plan' he said no I don't owe anything as I left you in 2013! They said someone would call back....still waiting!

Have you established where the bill is for, the same address as where he pays EON, is the meter number correct? Is he still paying EON/EON Next?

DEVONGEM said:

Bailiff letters have now been sent and he cannot speak to anyone there either! 

What do you mean by "bailiff letters"? Are these from Scottish Power's debt collection department, an external debt collection company or are they from the court and relate to a CCJ?

DEVONGEM said:

They also have been quoting a Meter Point reference number that doesn't match the Eon one and when he raised checked in December via 'find my supplier' the answer was his supplier was Eon. He checked it again this week and it now has two MPRn references against his property one for Eon and one for Scottish Power!

Has the meter been replaced at some point during that period? Is the meter number on his EON bill the same meter number as his physical meter?

DEVONGEM said:

He is 73 years old, stressed out by all this and no one from Scottish Power will help or respond!

Unfortunately you or he will have to do an element of leg work to make your lives easier, then you can beat them over the head with it.

Gerry1

Follow SP's Complaints Procedure, escalating it to their Director Support Team.

It'll soon be eight weeks since raising the complaint, so refer it to the Ombudsman.

Send the bailiffs a 'Prove It' letter.