Scottish Power over estimated bill and I can't resubmit readings, and can't complain to Ofgem either

EssexHebridean

Excellent - so that's one reassurance!

Now just to get the reworked bill, and sort out where the EBSS payments have gone. 

[Deleted User]

Hi,

Jibber123 said:

I've just seen at the bottom of page 3 

good, so just waiting for a new statement now.

deano2099

Jibber123 said:

I'm totally confused by it and all i get from Scottish power is how would you like to pay!

833.8kWh x 52.747p = £439.81, not £398.11 . Whereas the second set of figures do add up (1447.2 x 56.471).

deano2099

That bill is very confusing. It lists a 27451 estimate at the top for the meter read on 14 Jan, which seems entirely reasonable, only to then use an estimate of 28751 for that date later in the bill.
Then at the end it has a line "Your balance carried forward" of a £489.13 debt - which it then subtracts from the final amount due. I suspect this is where either the EPG discount or support scheme is hiding.

(There's also mentions of separate day and night readings at the top, when there's neither any mention of E7 or indeed any mention of the reading from the "Night" register at all)

I'm baffled, I hope the revised bill makes more sense! It should fix most of it as that high estimate of 28751 that's appeared out of nowhere is the clear error here. I wonder if there's some sort of manual process involved there because 27451 to 28751 does look a bit like a keying error to me...

Jyana

deano2099 said:

That bill is very confusing. It lists a 27451 estimate at the top for the meter read on 14 Jan, which seems entirely reasonable, only to then use an estimate of 28751 for that date later in the bill.
Then at the end it has a line "Your balance carried forward" of a £489.13 debt - which it then subtracts from the final amount due. I suspect this is where either the EPG discount or support scheme is hiding.

(There's also mentions of separate day and night readings at the top, when there's neither any mention of E7 or indeed any mention of the reading from the "Night" register at all)

I'm baffled, I hope the revised bill makes more sense! It should fix most of it as that high estimate of 28751 that's appeared out of nowhere is the clear error here. I wonder if there's some sort of manual process involved there because 27451 to 28751 does look a bit like a keying error to me...

I have been reading through this thread wondering if the prices mentioned are related to an E7 day rate, as that has happened before with people querying their day price not realising how E7 pricing is working under the balancing rules. So the day and night readings at the top of the bill were not a surprise, but then the rest of the bill makes no further mention of it at all. So I'm just more baffled now, if I'm honest. 

Jibber123

I've now received another letter from Scottish power, with a £75 charge for outstanding debt added to the £899 and I have also been contacted by a company called "Scottish Power Debt Collectors" who are perusing the debt on their behalf. I rang them to see if I could find out what was going on and again I was offered various ways to pay but no one to discuss the errors on my bill. I then rang Scottish power again and after several attempts to get through to a real person not an automated system for entering meter readings or making payments, I requested another call back. I'm still waiting for call backs from 2 weeks ago now so I won't hold my breath. It appears no one actually answers the phone at Scottish power now. I really need to escalate this to Ofgem now as I'm getting nowhere, and I feel the way they have treated me over what was originally such a minor issue as an incorrectly estimated bill, has now escalated to this and I am being sent threatening letters, demanding payments for energy I haven't used. All I need to do is speak to a real person, and this could all be resolved in a few minutes.

Robin9

Have you had your new statement - by post or online?

[Deleted User]

Jibber123 said:

I've now received another letter from Scottish power, with a £75 charge for outstanding debt added to the £899 and I have also been contacted by a company called "Scottish Power Debt Collectors" who are perusing the debt on their behalf. I rang them to see if I could find out what was going on and again I was offered various ways to pay but no one to discuss the errors on my bill. I then rang Scottish power again and after several attempts to get through to a real person not an automated system for entering meter readings or making payments, I requested another call back. I'm still waiting for call backs from 2 weeks ago now so I won't hold my breath. It appears no one actually answers the phone at Scottish power now. I really need to escalate this to Ofgem now as I'm getting nowhere, and I feel the way they have treated me over what was originally such a minor issue as an incorrectly estimated bill, has now escalated to this and I am being sent threatening letters, demanding payments for energy I haven't used. All I need to do is speak to a real person, and this could all be resolved in a few minutes.

You cannot escalate your complaint to Ofgem. If you have followed in full the supplier's complaints procedure you can refer your complaint to Energy Ombudsman Services - a private arbitration company that is approved by Ofgem to resolve complaints.

You need to be VERY clear when you submit your complaint. There needs to a timeline and supporting evidence as EOS does not investigate as such. It just reviews the evidence that you and the supplier provide to it. The risk of escalation is that if EOS finds in favour of the supplier, the supplier can use the EOS Decision in support of any claim against you.

Jibber123

I have received another 3 bills in the past couple of weeks each one for a different amount and billing period. 1 is gas, 1 is electric and 1 is both, some have a partial credit for previous usage. My account now stands at £2964.95 in debt. The last bill was 36 pages long! I spent an entire day going back to when I was switched across the Scottish power after my previous supplier went bust, and I have done a spreadsheet with the bills for units used and payments made, and I calculate to owe them £1011 upto the 24th Feb which I paid yesterday.



I received a phone call from my bank this morning telling me I was overdrawn, when I checked my statement online they have taken the payment of £1011 twice yesterday. I have just rung them and they have told me they have only taken it once and it will show up in a couple of days on my account. any ideas!

Jibber123

If you notice I always pay the bill in full a couple of weeks after receiving it quarterly, apart from last November where I appear to have paid only £476 of £532 leaving me in debt to £56, which seems strange. I have a sneaky suspicion they have altered the bill and increased it. I would have only paid £476 if that was the bill and the amount owed. I have just spent another 2 hours on the phone and online chat and they have agreed to reverse the £10 late fee they added back in October. I am still waiting for them to explain how they get to £2964.95. I also can't see a calculation anywhere for the -£218.39. The 3 figures highlighted in pink I have now checked and are correct, although they have billed me for the same period multiple times, which is how I assume they have got to the £2964.95.