Scottish Power back billing

pennypups

Hi, newbie here. I need help. Long story short, I've been trying to get a final bill from Scottish Power for 12 months. I was with them for nine years and left this year due to direct debit costs being too high. I'd never had a problem with them until I requested back billing as I was showing a large amount of credit. Fast forward 12 months and I'm not further on. I've called, emailed, escalated the complaint and literally nobody responds/calls me back with an update on my complaint. I was on an EV tariff and it's an IT issue with back billing and I haven't been billed since December 2023 for electricity. I asked for them to produce a bill manually but they said it can't be done. The Ombudsman was brilliant in dealing with my complaint but they can only do so much and SP missed the deadline to produce a final bill in April.

Has anyone else experienced this and how did you resolve it? I find it baffling that an IT department cannot fix this issue with meter readings for 12 months.

Thanks in advance

Brie

I don't understand why you would request back billing.  Why not just request them to pay you the credit on the account?  Chances are they will suddenly produce something to prove they don't actually owe you the ££.

pennypups

Thanks for your response. Apologies, back billing might be the wrong terminology. Yes, that's what I originally asked for 12 months ago was a refund of the credit on account. But they said they need to produce a final electricity bill from Dec 23-Jan 25 so they are saying that until they can produce that bill, the credit that is showing might not be accurate. I just can't understand why they won't produce a bill manually or what IT issue is taking so long to resolve. I actually emailed the CEO today directly and got a response from their Ombudsman team in 3 hours but it's still the standard response of 'we're looking into this for you' etc. 

I also tweeted them and left a negative review on Trustpilot and got responses very promptly but no idea when things will be resolved. It's a shame it has to come to that as not everyone is going to be able to use social/digital channels to complain.

QrizB

Which company did you switch away to? Some are not very good at supplying handover readings.

If you haven't already started down SP's complaint process, you can begin now. If they don't resolve your question within 8 weeks you can refer it to the Ombudsman.

pennypups

Thanks QrizB, I switched to Ovo. I've escalated the complaint to SP and the Ombudsman. The Ombudsman has been great but all they can do is chase now and get the same updates as me. SP had until April to give a final bill and refund any credit but still nothing.