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Problems with Scottish Power
GreatUncleKip
Posts: 19 Forumite
in Energy
Hi All, newbie here!
Really hoping that somebody can help me out as to how to proceed.
I moved into a studio flat in June last year. I wasn't the first resident of the flat (its rented). I got the estate agent to give me a meter reading when I moved in (the meter is in a locked cupboard in the foyer and residents don't have a key).
I rang up Scottish Power change of address/movers line, with my details and the meter reading, and they told me that there must be some mistake, as it was very different to what they had for the property. They then said they would send somebody to read the meter to clarify. They never did.
10 days after moving in I received a bill for 30 odd pound (estimated) with my name on it. I paid this (knowing no better) but later they gave me a 15 quid refund.
I continued to enter meter readings online, but when my quarterly bill came, it was for nearly 300 pound! Estimated of course, both start and end. Bear in mind I have a 14 inch LCD TV, 2 energy saving light bulbs in the entire flat (its tiny), have never had the heating or hot water heater on, shower once a day, have no oven, use the microwave very occasionally, and use the kettle twice a day at most. I'm at work between 8 and 6 each day, so maybe watch tv for 3 hours a day at most. Everything is turned of at source when not in use (bar the fridge) The flat is empty all weekend, as I go to see my girlfriend Friday night to Monday morning.
Anyhow, I rang them with 5 or 6 readings from the start of the bill period to the end of the bill period. They said they'd re-calculate my bill using these readings. A week or so later, another estimate dropped through my door, 7 pound less than the first one!
I then rang them again, and they took my readings again, but there were issues. Apparently they were very different from a Mr Khan who had rang up with reading for the address a few days previously! Apparently Mr Khan had even told them that he would be leaving them for another company!
I informed them that I lived alone, and that there must be some mistake. They said "leave it with us." I did, no response for a week or so, when I got a warning from the credit controller (despite them having told me my account was on hold). I rang regularly to see the progress. "Its with our back room team Sir."
I gave them 3 weeks, still nothing, so I rang them up, and finally, got to the root of the problem. Incorrect MPAN! My account (for number 12) had somehow been assigned to the MPAN for number 75! I confirmed this with the MPAN people (technical term!) and obtained the correct MPAN for my property, which I gave to Scottish Power. I also rang another number, who confirmed that Scottish Power supplied the power. They (ScottishPower) said they would sort it out, put my meter readings in, and send me an accurate bill.
The address details on my online account changed to number 75, and then I was seeing the "your account is being updated" All good I thought.
A month later I rang them up to see when I could expect to read my bill. "We have no record of your property on our system Sir":mad: :mad: :mad:
This is obviously madness, given that not only did they bill the address, but their credit control team also had my address, to my eternal fury.
I am thinking I'm going to have to write a letter to them explaining the situation from the beginning. But, for example, if they have no record of my property, how will they know that i'm giving accurate start readings etc? They were obtained by the property management company and estate agents.
If anybody could advise as to how I should proceed, I would be so grateful, as i'm at my wits end with them.
Regards
Kip
Really hoping that somebody can help me out as to how to proceed.
I moved into a studio flat in June last year. I wasn't the first resident of the flat (its rented). I got the estate agent to give me a meter reading when I moved in (the meter is in a locked cupboard in the foyer and residents don't have a key).
I rang up Scottish Power change of address/movers line, with my details and the meter reading, and they told me that there must be some mistake, as it was very different to what they had for the property. They then said they would send somebody to read the meter to clarify. They never did.
10 days after moving in I received a bill for 30 odd pound (estimated) with my name on it. I paid this (knowing no better) but later they gave me a 15 quid refund.
I continued to enter meter readings online, but when my quarterly bill came, it was for nearly 300 pound! Estimated of course, both start and end. Bear in mind I have a 14 inch LCD TV, 2 energy saving light bulbs in the entire flat (its tiny), have never had the heating or hot water heater on, shower once a day, have no oven, use the microwave very occasionally, and use the kettle twice a day at most. I'm at work between 8 and 6 each day, so maybe watch tv for 3 hours a day at most. Everything is turned of at source when not in use (bar the fridge) The flat is empty all weekend, as I go to see my girlfriend Friday night to Monday morning.
Anyhow, I rang them with 5 or 6 readings from the start of the bill period to the end of the bill period. They said they'd re-calculate my bill using these readings. A week or so later, another estimate dropped through my door, 7 pound less than the first one!
I then rang them again, and they took my readings again, but there were issues. Apparently they were very different from a Mr Khan who had rang up with reading for the address a few days previously! Apparently Mr Khan had even told them that he would be leaving them for another company!
I informed them that I lived alone, and that there must be some mistake. They said "leave it with us." I did, no response for a week or so, when I got a warning from the credit controller (despite them having told me my account was on hold). I rang regularly to see the progress. "Its with our back room team Sir."
I gave them 3 weeks, still nothing, so I rang them up, and finally, got to the root of the problem. Incorrect MPAN! My account (for number 12) had somehow been assigned to the MPAN for number 75! I confirmed this with the MPAN people (technical term!) and obtained the correct MPAN for my property, which I gave to Scottish Power. I also rang another number, who confirmed that Scottish Power supplied the power. They (ScottishPower) said they would sort it out, put my meter readings in, and send me an accurate bill.
The address details on my online account changed to number 75, and then I was seeing the "your account is being updated" All good I thought.
A month later I rang them up to see when I could expect to read my bill. "We have no record of your property on our system Sir":mad: :mad: :mad:
This is obviously madness, given that not only did they bill the address, but their credit control team also had my address, to my eternal fury.
I am thinking I'm going to have to write a letter to them explaining the situation from the beginning. But, for example, if they have no record of my property, how will they know that i'm giving accurate start readings etc? They were obtained by the property management company and estate agents.
If anybody could advise as to how I should proceed, I would be so grateful, as i'm at my wits end with them.
Regards
Kip
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Put it in writing, giving the meter details and all the readings you have taken .
Could you maybe get a letter from the property agents to confirm the reading....as a thought, ask the agent to let you see the meter, so you can get the meter number and then know which is yours.
You may have to inspect the meters and then go and put the kettle and TV on to get 'your' meter going round so you then know for sure which is yours.Official DFW Nerd Club - Member no: 203.0 -
Scottish Power are the pits.
They put me onto their cheapest deal at the time over the phone - the Online Energy plan - but managed to take my email address incorrectly, so I never received an email notification to read my meters. So - as it is an online account - they estimated my usage, though I knew none of this of course, and SIGNIFICANTLY INCREASED MY DIRECT DEBIT without notifying me. Of course, when I realised this I read my meters which turned out to be far lower than their estimate and I'm now vastly in credit. Do they want to pay a lump sum back ? Of course not. Bye-bye Scottish Power.
.Hi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam0
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