Scottish Power Billing Block.

britishgoose01

how on earth am I a bad customer? I paid on the month every month. We used the app they provided for our readings like they asked without fail, they also had ppl come in just to double check the readings. The error of missing money was their fault as we sent what they asked for,  also not sending any sort of post, and when supplying post online it wouldn't open which they knew as it was repeatedly reported.
How it got to £50 god only knows. We apart from that Never missed anything. We have had conversations and supplied all meter readings as we noted down everything. They have been and checked the meter aswell. Octopus energy took our readings and also have visited to check the meter aswell as they had to do some sort of checks. The complaints was logged with the readings as when i spoke to her she knew all this, she also had all the data which was the same as mine. Their Depts dont seem to be communicating with each other.

Mstty

The error of missing money was their fault as we sent what they asked for

No, you really need to know your usage and cost not rely on what energy companies take as a direct debit etc.

How long has it been since your lodged your official complaint?

Have you requested a deadlock letter?

Has it been over 8 weeks?


I will ask one more time, have you calculated the costs of your energy use and is it correct did you owe £50? 

britishgoose01

yeh they were right we were 50 behind, unsure why, its not been 8 weeks since we recontacted them, and didnt know what a deadlock letter was just looked up so can ask for 1

CSI_Yorkshire

britishgoose01 said:

yeh they were right we were 50 behind, unsure why, its not been 8 weeks since we recontacted them, and didnt know what a deadlock letter was just looked up so can ask for 1

If they were right, and you were £50 behind, why would you want a deadlock letter to take your complaint further?

Mstty

So I believe your supplier has let you down, albeit calculations were correct so they didn't get anything wrong. It appears their communication may be the issue here so poor customer service.

So on that basis one final contact with their complaints department asking for a deadlock letter and if they ignore and refuse start your case with the ombudsman service as it has been over 8 weeks.

https://www.ombudsman-services.org/

britishgoose01

Mstty said:

So I believe your supplier has let you down, albeit calculations were correct so they didn't get anything wrong. It appears their communication may be the issue here so poor customer service.

So on that basis one final contact with their complaints department asking for a deadlock letter and if they ignore and refuse start your case with the ombudsman service as it has been over 8 weeks.

https://www.ombudsman-services.org/

late reply, So We were with them, 
let down on service, no correspondence, incorrect info, given different information on phone, and online. Told 1 thing then told another. They wont given any info on the price block crap. Asked for letters to be sent out we didnt get any,some online and many wouldnt open. Very bad company. I have sent my final email, however if i dont get anything relevant I will be asking for deadlock letter

britishgoose01

CSI_Yorkshire said:

britishgoose01 said:

yeh they were right we were 50 behind, unsure why, its not been 8 weeks since we recontacted them, and didnt know what a deadlock letter was just looked up so can ask for 1

If they were right, and you were £50 behind, why would you want a deadlock letter to take your complaint further?

?
We paid online, we made the reading and paid online, the app required a photo aswell as proof. We were never behind, but they said we was, however once we found out via a bailiffs latter we paid immediately. Thats the only way we found out. It didnt tell us on the site were were somehow behind, we received no letters or any sort  of correspondence. Thats the £50 issue which was resolved as soon as we were made aware. What has the £50 gotta do with leaving complaint anyway. That was mentioned as it was a small amount of money and wernt made aware and they issued a bailiff over that. What I was saying was were in a lock, they wont give me any info over it and its alot of money, was just an example of them being useless and in no rush whatso ever