Scottish Power refund

Catfieldboy

 My mother passed away in December and Scottish Power have still not refunded the credit in her account. I have chased them so many times and each time been told they will send a cheque and it will take up to 21 days to arrive.
 It's now been 13 weeks and still no refund.
I have provided everything they needed to confirm her death.
It's hard enough having to deal with my mothers estate getting it ready for probate and dealing with her will without this deliberate delaying tactic not to give the money back.
From what I have read this is not an isolated case with this company. 
I have now lodged a formal complaint in an attempt to finally resolve this but yet again it says it can take up to 5 days to reply.

7Phil

The formal complaint that you lodged is the best course of action if you aren't happy. Your issue will be handled by a different team with different processes. Just be aware that wheels still turn slowly. It may be 3-4 weeks before any real progress. Set your expectations around that as it is a fairly normal timeframe. The refund will come through eventually.

Meanwhile, ensure you've done everything else you need to do to manage the supply at the address, etc. Sorry to hear that your Mum passed and that you're having a hard time dealing with all the affairs.

Catfieldboy

Hi
the power supply has already been transferred and put in my name weeks ago so 
there are no problems there. I send in meter readings every other week to keep 
up with any debt.
I am pretty much on top of dealing with mums affairs now , just two companies dragging out 
closing things down.

t0rt0ise

Catfieldboy said:

Hi
the power supply has already been transferred and put in my name weeks ago so 
there are no problems there. I send in meter readings every other week to keep 
up with any debt.
I am pretty much on top of dealing with mums affairs now , just two companies dragging out 
closing things down.

That may be where you've gone wrong. The account shouldn't be yours, it's the estate's so putting it in your name has simply transferred it to you.

Catfieldboy

Hi the account being in my name has not altered the fact they agree the money is owed to me the executor of my mother's estate and they have not disputed this ever.
It's the promises of the refund time and time again which never happens.
From comments seen on a Martin Lewis interview it seems this is a common occurrence with Scottish Power holding onto money owed to their customers.
I have had  a phone call from the complaints team who promised to call me back the next evening after looking into my complaint, they failed to ring me.
I only found out by logging onto their website that they decided to change the phone appointment time three times now and each time they don't call at the agreed time ?

MikeyPGT

Catfieldboy said:

Hi the account being in my name has not altered the fact they agree the money is owed to me the executor of my mother's estate and they have not disputed this ever.
It's the promises of the refund time and time again which never happens.
From comments seen on a Martin Lewis interview it seems this is a common occurrence with Scottish Power holding onto money owed to their customers.
I have had  a phone call from the complaints team who promised to call me back the next evening after looking into my complaint, they failed to ring me.
I only found out by logging onto their website that they decided to change the phone appointment time three times now and each time they don't call at the agreed time ?

Pretty much par for the course with Scottish Power not to bother to phone - apparently they seem to think that if they don't have anything new to report then it is acceptable to just not bother to get in touch.  I am expecting the first of my 'guaranteed' weekly callbacks tomorrow - I'm not holding my breath!

[Deleted User]

Catfieldboy said:

Hi the account being in my name has not altered the fact they agree the money is owed to me the executor of my mother's estate and they have not disputed this ever.
It's the promises of the refund time and time again which never happens.
From comments seen on a Martin Lewis interview it seems this is a common occurrence with Scottish Power holding onto money owed to their customers.
I have had  a phone call from the complaints team who promised to call me back the next evening after looking into my complaint, they failed to ring me.
I only found out by logging onto their website that they decided to change the phone appointment time three times now and each time they don't call at the agreed time ?

If you are 100% sure of your facts then write a Letter Before Action (templates are online) and be prepared to take SP to Court. I doubt that it will get that far.

Sharonmsw

I had exactly the same issue with British Gas. Sadly lost my daughter in September 2022. She had money on gas/electric meters. Was told accounts closed  cheque would be sent to me. No cheque & they they had the cheek to send me a bill!! After lengthy phone calls, many emails including to CEO, I eventually got refunded middle of January. Absolute joke of a company. People do not need to be put through things like this in their time of grief.  Deepest sympathy to you.