Scottish Power - I’m not sure if they know what they are doing :(

[Deleted User]

Need some advice please…

My fixed rate for my gas and electric was due to expire December 2022. I did a meter reading in 31st December (sad I know). At the end of January 2023 is did a meter reading and noticed that they had not changed my tariff. I was unable to call them so I messaged them with the query. I was advised that they had extended the offer and that they would notify me if this changes. Happy days! Until tonight. Just went to submit a meter reading, only to find trust they have cancelled my February statement and that I can only submit an electric reading. 

Thankfully, I took screen shots of this conversation but I’m absolutely disgusted that they haven’t even tried to contact me either by phone or email. All my contact details are up to date. There is no excuse. I’m waiting for a response from Scottish Power but I just wondered if anyone had any advice on what I can do.  I appreciate that this could be an error, I understand the tariff was expiring but it was them who said they were continuing with this tariff, not me. 

MattMattMattUK

[Deleted User] said:

Need some advice please…

My fixed rate for my gas and electric was due to expire December 2022. I did a meter reading in 31st December (sad I know). At the end of January 2023 is did a meter reading and noticed that they had not changed my tariff. I was unable to call them so I messaged them with the query. I was advised that they had extended the offer and that they would notify me if this changes. Happy days! Until tonight. Just went to submit a meter reading, only to find trust they have cancelled my February statement and that I can only submit an electric reading. 

Thankfully, I took screen shots of this conversation but I’m absolutely disgusted that they haven’t even tried to contact me either by phone or email. All my contact details are up to date. There is no excuse. I’m waiting for a response from Scottish Power but I just wondered if anyone had any advice on what I can do.  I appreciate that this could be an error, I understand the tariff was expiring but it was them who said they were continuing with this tariff, not me. 

Wait until they respond and allow the facts to be established. Expect to have to pay for energy at SVT rates, hope that you do not.

[Deleted User]

OK, so have a few emails from SP, of which have well and truly frustrated the hell out of me.  Firstly, they emailed me apologising for the inconvenience and that they will honour my bills up to and including February's so I will start paying standard rate from March.  Then only to find that they've cancelled my February statement so now I have about £770 credit on my account - should of had nearly £500 credit.  I had also requested an up to date bill, so far I still haven't received.  Then I emailed them the second time as their "messaging/chatbots" said they were too busy to help me and I cannot find a number to call them.  

The reply I received today was to use their "messaging/chat bot" services for all future help - they were too busy so I emailed them back.  They have now set up two separate accounts: one for gas and another for electric - why?  They sent me a standardised email yesterday saying they couldn't set up my direct debit for my gas.  But in the reply from SP today, they have now set one up, with a payment for gas for £112 per month and £49 per month for electric.  No mention as to why they've set up two separate accounts but if I'm dissatisfied then they can raise a service concern? !!!!!!??!

Decided to switch provider. It cannot come soon enough. Hoping that when they eventually sort themselves out then I will eventually get my refund.

MikeyPGT

ScottishPower are an absolute s***show - if you go through resolver.co.uk you do end up talking with some friendly folk in the complaints department who will freely admit that the variious bits of the organisation do not and cannot communicate with each other.  I'm six months in with a complaint over a fairly trivial thing, but the most frustrating thing is their complete lack of communication with the customer ...

[Deleted User]

MikeyPGT said:

ScottishPower are an absolute s***show - if you go through resolver.co.uk you do end up talking with some friendly folk in the complaints department who will freely admit that the variious bits of the organisation do not and cannot communicate with each other.  I'm six months in with a complaint over a fairly trivial thing, but the most frustrating thing is their complete lack of communication with the customer ...

Thank you for your reply, I like your signature "Dissatisfied Prisoner of Scottish Power". I'm glad I'm not tied in with them anymore.  Their communication with me is absolutely appalling, asking me to use the chat box and when I do, I explain the situation and their reply is they are too busy to deal with me.  I'm currently on hold with them, managed to find a number but just waiting if I get through to a human.  Just don't fancy paying them anymore money when they already have a substantial amount already and now they've set up a new gas account. My mind boggles...probably another way to over charge me.

[Deleted User]

So I was asked if I wanted to raise a complaint - which I agreed to.  My appointment is not till 17th April!! Unbelievable ;(

MikeyPGT

[Deleted User] said:

So I was asked if I wanted to raise a complaint - which I agreed to.  My appointment is not till 17th April!! Unbelievable ;(

Good luck with that - apparently I'm trapped in a 'computer says no' scenario where they are unable to book an appointment to sort out my smart meter because the system won't let them!  Until the smart meter is sorted I can't bin them either - hence the 'dissatisfied prisoner' ... You honestly couldn't make it up

[Deleted User]

MikeyPGT said:

[Deleted User] said:

So I was asked if I wanted to raise a complaint - which I agreed to.  My appointment is not till 17th April!! Unbelievable ;(

Good luck with that - apparently I'm trapped in a 'computer says no' scenario where they are unable to book an appointment to sort out my smart meter because the system won't let them!  Until the smart meter is sorted I can't bin them either - hence the 'dissatisfied prisoner' ... You honestly couldn't make it up

I did actually feel sorry for the guy but they can only see what I can see on the screen.  They cannot make any changes, only raise a complaint.  Utter useless.  The fact that they need 7 working days plus bank holidays.  I'm back at work that week - no option for an evening or weekend call back. No flexibility at all.  Only thing that was positive from the call was that he didn't hang up!

[Deleted User]

Just an update. Received a reply from my official complaint; looks like they will only honour my January statement but will charge from February. I think I’ve made things worse by initiating a switch to another provider as they are unable to refund my balance because of it - not sure if it’s entirely true but waiting on a reply to them to confirm that is the case. Switching to another provider seems to be still going ahead, but only time will tell.  Funny thing is, they are the ones that have messed this up, not me. Yet I’m the one stressing over this. So fed up!