Time to name and shame!

markin

If everyone moved to Octopus if they suffered poor service from the old guard 'legacy providers' then Octopus would be the last company standing,  When they are all down to 100k they would be forced out, Or to completely rebuild their customer service from scratch.

GDB2222

Payment for your requested metering works

Dear MR G…..

Unfortunately, the recent metering work that you requested from ScottishPower did not go ahead. As explained to you at the time of booking, because an attempt was made to carry out the work at your home a charge is required to cover this attempt and will be added to your next bill.

Cost of works: VAT:

Total:

£50.00 £10.00 £60.00

If you need further information or help on how to make your payment, please get in touch. We’re here to help.

Thanks for being a ScottishPower customer.

GDB2222

They sent me the message above. I really don’t think it’s possible to mistake that for a credit.

It is simply atrocious customer service. 

[Deleted User]

markin said:

If everyone moved to Octopus if they suffered poor service from the old guard 'legacy providers' then Octopus would be the last company standing,  When they are all down to 100k they would be forced out, Or to completely rebuild their customer service from scratch.

Octopus also gets things wrong. What matters is how these failings are resolved.

Recently, my daughter had smart meters installed. The first visit was cancelled by Octopus and she got £30 compensation. On the day of the second visit, the rain gods were in full flow so when the installer called to say that he was 30 minutes away, she told him not to bother. He came anyway and left 5 minutes later saying that he couldn’t safely change an electricity meter in the rain. My daughter got a further £30.

On the third visit, the installer left having failed to commission the gas meter with the IHD still in his van. My daughter called Octopus and asked them to commission the gas meter remotely and to send out a paired IHD in the post: CS said that wasn’t possible. She then sent an email pointing out Octopus’ failures under SMICoP and its Licence Conditions noting that Chameleon the manufacturer of Octopus’ IHDs was quite happy to send out its IVIE version of the IHD 6 in the post, and that remote commissioning of gas meters was indeed possible.

About a week later, the gas meter was remotely commissioned and a paired IHD arrived in the post. When plugged in, the IHD displayed 2 messages ‘ESME and GSME commissioned’.

A week later my daughter got a call from Energize to say that there were sending out an engineer to check that her smart meters were working properly.

ariarnia

wow. okay. few questions if that's okay?

DID you request the work (from your other thread they contacted you to offer)?

WERE you told before there would or could be a charge?

assuming no to both. sending them this might help?

https://www.scottishpower.co.uk/energy-efficiency/smart-meters/booking

EssexHebridean

GDB2222 said:

They sent me the message above. I really don’t think it’s possible to mistake that for a credit.

It is simply atrocious customer service. 

No - I still don’t believe you have mistaken it, (the earlier allegation that I was suggesting as much was malicious, just ignore it) -  I do wonder if someone at their end misunderstood what was meant to be done though, and raised a charge in place of a credit.

I’d be inclined to raise a formal written complaint, by email, both about the erroneous charge, and the failure to give you the credit that you were entitled to (£30 per meter) in a timely manner. Assuming of course that there was no mention of a charge beforehand - although if there was, I’d still question why this would be the case! 

GDB2222

I was told that I would be charged if I was not present to provide access to the property to the technician, but I was present. 

EssexHebridean

GDB2222 said:

I was told that I would be charged if I was not present to provide access to the property to the technician, but I was present. 

Sounds conclusive enough to me - complaint time! 

Keep_pedalling

EssexHebridean said:

GDB2222 said:

I was told that I would be charged if I was not present to provide access to the property to the technician, but I was present. 

Sounds conclusive enough to me - complaint time! 

Agree, muck-up by one of their poorly trained customer service people. 

AllanInness

AllanInness said:

Ok here's one for you...  I posted on here a few weeks ago about my meter being faulty and not switching off E7..   well eventually EDF agreed to come and replace the meter...  They rang me late on monday afternoon to book a 24hr slot in which they could send the engineer...  I was assured it would be Tuesday...  2 hrs later I get a call from an engineer.. he is on his way and will be with me by 7pm ???  I said no one was available.. as it wasn't Tuesday...  he rang back the office and they rescheduled it for Tuesday...   
I wait in all morning for the engineer... nothing, but finally about 2pm i get a call - he is on his way.
When he arrived, I explained the issue...  and he looked puzzled...    He had been sent to do an emergency connect !!  and would replace the meter, but not with one that would do Economy 7 !!!!   I said that wasn't acceptable, removing a faulty meter should be like for like and ANY reduction in service wouldn't be tolerated.  He agreed that this should be a technical visit and passed the info back to his boss, while I emailed EDF with my disgust on what they were trying to do...  cut off ALL my heating !!

Not heard a thing back..

I already have a complaint open with the ombudsman about poor communication by EDF and the fact that they don't listen/understand...  I feel another complaint coming on !!

Following on from this... Today I log into my account and see the following
What do EDF think they are playing at?  Clearly they have decided to bill my whole day on the high rate... despite me not actually using anything on the high tariff (solar panels and battery)  and my account page still showing I am on Economy 7 tariff.  This clearly shows EDF are not capable of billing people correctly....  Im off to raise yet another complaint with the ombudsman.