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  • FIRST POST
    • catslovelycats
    • By catslovelycats 1st Jan 19, 2:43 PM
    • 1,683Posts
    • 11,206Thanks
    catslovelycats
    from Extra Energy to Scottish Power
    • #1
    • 1st Jan 19, 2:43 PM
    from Extra Energy to Scottish Power 1st Jan 19 at 2:43 PM
    Have an ex-Extra Energy customers heard anything from Scottish Power since sending meter readings?

    On 25th Nov SP emailed me to say they'd be in touch in 3-4 weeks about my new account.

    I've heard nothing since and am tentatively putting it down to the holiday period.

    Just thought I'd ask here to see if anyone has their account up and running yet.

    TIA
Page 1
    • les-patots
    • By les-patots 1st Jan 19, 9:03 PM
    • 11 Posts
    • 0 Thanks
    les-patots
    • #2
    • 1st Jan 19, 9:03 PM
    • #2
    • 1st Jan 19, 9:03 PM
    Hi, I'm in the same position as you and have also put it down to the holiday period.
    Did you manage to download your annual statement from the EE website before it went down? I received an email to say mine was ready on the 23rd but couldn't access the site so have no proof our account was in credit of around 250!! I hope SP transfer this to my account.
    • catslovelycats
    • By catslovelycats 2nd Jan 19, 9:41 AM
    • 1,683 Posts
    • 11,206 Thanks
    catslovelycats
    • #3
    • 2nd Jan 19, 9:41 AM
    • #3
    • 2nd Jan 19, 9:41 AM
    Hi, I'm in the same position as you and have also put it down to the holiday period.
    Did you manage to download your annual statement from the EE website before it went down? I received an email to say mine was ready on the 23rd but couldn't access the site so have no proof our account was in credit of around 250!! I hope SP transfer this to my account.
    Originally posted by les-patots
    I'm in the same boat re my statement & balance. I know it was about 120 in credit but when I went onto the site (after seeing on here that they'd folded) I obviously couldn't access anything.
    • Mark F
    • By Mark F 2nd Jan 19, 12:39 PM
    • 48 Posts
    • 67 Thanks
    Mark F
    • #4
    • 2nd Jan 19, 12:39 PM
    • #4
    • 2nd Jan 19, 12:39 PM
    I am in the same position as other correspondents and am concerned that there is no incentive for SP to contact us promptly- I have gone on the temporary tariff with the intention of moving to a cheaper supplier ASAP because SP will cost me 350 pa more than I was paying and 200 more than I could get elsewhere.Therefore, the longer SP can keep me waiting, the better for them- I am going to do something about this on Monday if I have still not heard from them but in the meantime, I have stopped my DD so at least they can't get any money from me (yet).
    Re the information on EE accounts, I don't understand why SP can't leave this available for customers.
    I have calculated my indebtedness to EE presumably administrators?) based on the last bill I have- this can be done based on the usage since less payments made.
    • matelodave
    • By matelodave 2nd Jan 19, 1:58 PM
    • 4,295 Posts
    • 2,720 Thanks
    matelodave
    • #5
    • 2nd Jan 19, 1:58 PM
    • #5
    • 2nd Jan 19, 1:58 PM
    The big problem with not regularly downloading and saving your statements or bills is that you lose all the evidence of your previous data when a company goes bust or their system crashes. It then becomes significantly more difficult to back-track unless you keep your own records and meter readings.
    It's even worse if you haven'tr kept your meter readings up to dat as it takes longer to sort out the mess.
    At the very minimum you should be taking and recording your meter readings (ideally weekly) from the day they crashed until you get them established with SP.

    The IRESA/Octopus switch went pretty smoothly for those who had decent records, but took a lot longer to sort out for those who didn't.

    I've been caught twice, when GB Energy went bust and with IRESA and both times I got it sorted within about three weeks (although it took about three months to get my refunds).

    As I keep a pretty close eye on my bills/dds etc I was only 30 in credit to GB and around 20 for IRESA although IRESA records were a total mess I had PDF's of all their bills plus weekly meter readings from the day I started with them which made it easier to sort out with Octopus.
    Never under estimate the power of stupid people in large numbers
    • les-patots
    • By les-patots 2nd Jan 19, 7:17 PM
    • 11 Posts
    • 0 Thanks
    les-patots
    • #6
    • 2nd Jan 19, 7:17 PM
    • #6
    • 2nd Jan 19, 7:17 PM
    matelodave, I always download my statements and take readings monthly. The problem arises when you receive an email saying your statement is ready, log on and the site is down. I then found out from this forum that EE had ceased trading, no message from EE to inform customers of this.
    • matelodave
    • By matelodave 2nd Jan 19, 7:29 PM
    • 4,295 Posts
    • 2,720 Thanks
    matelodave
    • #7
    • 2nd Jan 19, 7:29 PM
    • #7
    • 2nd Jan 19, 7:29 PM
    Hopefully as you are only one month adrift it shouldn't be difficult to calculate what your bill should be as there's only a month to take into acount.

    As I said, keep closely monitoring and recording your readings so you've got the info at your fingertips. It should make the transition quicker and easier especially if you want to jump ship as soon as you can. I got away from Octopus in three weeks.
    Never under estimate the power of stupid people in large numbers
    • les-patots
    • By les-patots 6th Jan 19, 10:58 AM
    • 11 Posts
    • 0 Thanks
    les-patots
    • #8
    • 6th Jan 19, 10:58 AM
    • #8
    • 6th Jan 19, 10:58 AM
    Quick update: I spoke to SP yesterday (05/01) and they said the switch over of accounts was taking longer than expected, no surprise with us being on a temporary tariff! They assured me that any credits built up with EE would be refunded when the accounts were set up.
    • Anthorn
    • By Anthorn 6th Jan 19, 1:12 PM
    • 4,292 Posts
    • 1,192 Thanks
    Anthorn
    • #9
    • 6th Jan 19, 1:12 PM
    • #9
    • 6th Jan 19, 1:12 PM
    Friend of mine is being transferred from EE to SP and has received information by letter and on the SP website that they are on a deemed contract but that's as far as it goes: There are no offers of alternative tariffs from SP and the national database has not been updated at least in the case of my friend.

    What it all means is that my friend is stuck with a more expensive tariff and cannot switch either to another tariff with SP or to a different supplier.

    In conclusion pretty much scrappy!
    • violetta
    • By violetta 10th Jan 19, 5:55 PM
    • 2,536 Posts
    • 5,327 Thanks
    violetta
    Finally had another email from Scottish Power today, to click a link to give permission to set up a direct debit using the details EE passed on to them (I cancelled my DD with EE very quickly after they went under as they reportedly were continuing to take DDs from people's accounts even after they stopped trading).

    They say that the account is almost set up (no exact information though about what 'almost' means in terms of days or weeks).
    A chicken crossing the road is poultry in motion
    • catslovelycats
    • By catslovelycats 11th Jan 19, 7:08 AM
    • 1,683 Posts
    • 11,206 Thanks
    catslovelycats
    Finally had another email from Scottish Power today, to click a link to give permission to set up a direct debit using the details EE passed on to them (I cancelled my DD with EE very quickly after they went under as they reportedly were continuing to take DDs from people's accounts even after they stopped trading).

    They say that the account is almost set up (no exact information though about what 'almost' means in terms of days or weeks).
    Originally posted by violetta
    Same here. The figure theyre quoting for my payment is more than I expected but Im planning to leave them anyway. Just want to make sure what remains of my credit balance since the delay in setting things up gets to me!
    • rob_1973
    • By rob_1973 11th Jan 19, 11:22 AM
    • 9 Posts
    • 5 Thanks
    rob_1973
    I've been on the phone to SP this morning regarding all of this as I have around 300 credit with EE and wanted to know what was going on.
    After a 25 minute wait in a queue and a 3 minute conversation I was left pretty furious at the response.

    I too had the email regarding setting up a direct debit stating it would stay on the same date as my original EE debit which is 5th of every month.

    Firstly I was told that my debit would be the 1st by the operator, which I disputed and told her that wasn't what the email had said, so she changed it.

    I asked her when my account would be ready and she said my first payment should be 5th February. I asked for my remaining balance total from EE and was told they don't know, its still with administrators.

    Basically, they will start taking payment before receiving any remaining credit. I'm not sure if they will charge me from November, or from January. This is all very still up in the air and certainly doesn't fill me with confidence of it being sorted soon.

    I found the operator very unhelpful, they are terrible to get in touch with as when I tried yesterday I had a recorded message and the call was cut off. The call also went dead today when I asked for the administrators details.

    I'm hoping I don't get stung with a huge bill on my first payment but at the moment who knows!
    • catslovelycats
    • By catslovelycats 11th Jan 19, 2:43 PM
    • 1,683 Posts
    • 11,206 Thanks
    catslovelycats
    rob_1973 that doesn't bode well, does it?
    • rob_1973
    • By rob_1973 13th Jan 19, 7:37 PM
    • 9 Posts
    • 5 Thanks
    rob_1973
    It certainly doesn't fill me with confidence that's for sure. I will be keeping a close eye on SP and how this all pans out. I will give it around 14 days and contact them again and I will also contact the administrator if I hear nothing and get some solid answers, it's my money they have and I will not let it vanish into thin air.
    • nkb21
    • By nkb21 15th Jan 19, 9:44 AM
    • 21 Posts
    • 2 Thanks
    nkb21
    For what it's worth, I had my email from SP yesterday asking me to conf bank details for DD so called them this morning to ask a few questions and I had an incredibly helpful, informative and honest discussion with their customer service rep. Entirely different experience to what I was expecting based on other posts about SP services reps dealing with the EE transfers.

    Will still check comparison sites once I get my welcome letter and my account is set up but if alternate available tariffs are comparable, my surprisingly pleasant customer experience might just tip the balance and encourage me to stay with SP.

    Just thought it worth commenting about a good experience rather than only seeing posts about bad ones,
    • paulr70
    • By paulr70 16th Jan 19, 2:15 PM
    • 95 Posts
    • 13 Thanks
    paulr70
    My story is that I received an email saying my account is moving to scottish power from extra energy back in 25/11/18. I didnt want to move to scottish power so I looked around for a new supplier.
    Contacted scottish power who said they would return my credit from extra energy I was in around 350 credit with extra energy but unfortunately didnt save any of my bills, didnt think extra energy website and my account would just vanish from the face of the earth.

    I phoned scottish power today who had no idea when they would receive my credit, but said they would return it directly to myself.

    Quite shocking that these companies take your money on credit to pay bills and the return the money depending on your meter readings and then they go bankrupt and we are out of pocket.
    Considering contacting ofcom next.
    • deanparkr
    • By deanparkr 18th Jan 19, 10:53 PM
    • 15 Posts
    • 2 Thanks
    deanparkr
    Not getting much luck dealing with SP either.

    Have asked when credits would be transferred but was told there was no ETA when this would happen.

    I was also told my account has "nearly" been set up. I checked online and my Direct Debit has been calculated at 0 per month on the deemed tariff.

    Needless to say it doesnt seem like this is going well!
    • rob_1973
    • By rob_1973 20th Jan 19, 6:02 PM
    • 9 Posts
    • 5 Thanks
    rob_1973
    My debit has been set up but showing 0 per month and also no date scheduled for the payments. My email stated my account would be set up in 3-4 weeks. The email was dated 1/12/2018 and yet I'm still waiting.
    • Anon2213123
    • By Anon2213123 21st Jan 19, 2:00 AM
    • 3 Posts
    • 0 Thanks
    Anon2213123
    No it isnt looking good at all.

    Email support - Completely useless and incompetent. They asked for my address and account number even after explaining the situation. There were several back and forth's where even after giving my address, I was asked for it again multiple times and they ignored my requests to forward it to the complaints department.

    I put in a complaint another way. They phoned me but I was busy and didn't have phone on me to answer it. Then that same day my account was set up.

    Disgraceful to see they have set up a direct debit with my bank details (that must have been passed to them by Extra Energy), which is 4 times greater than the DD I had set up with Extra Energy. My account showed as 0.00 and when I did a meter read, it showed as nearly 30 in Debit.

    As far as I'm concerned there's 120 of mine somewhere in limbo and until I get it credited, they won't be getting another penny from me
    • les-patots
    • By les-patots 21st Jan 19, 8:45 PM
    • 11 Posts
    • 0 Thanks
    les-patots
    Received my Direct Debit email from SP which was for 130/m as against 85/m with EE. Rang the number on the bottom of the email which turned out to be a comparison company. They gave me the SP number and I spoke to the call centre. Explained I was 250-300 and wasn't happy to pay more than 100/m which they agreed to and said they would confirm by email. They said they were still waiting for the administrators to pass details of credits over and until then couldn't finalise accounts.
    Still waiting for the confirmation email though !!
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