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AVOID SCOTTISH POWER..... AVOID-AVOID-AVOID!
After switching and changing energy provider to EON last December in order to save money on my lecky bills, I've been trying to call Scottish Power now for weeks and weeks, they owe me £272.60 after I overpaid them on my lecky bills via direct debit, and looks (to date) that I have no chance of getting my money back, as I cannot speak to a person to finalise my business with Scottish Power. The phone line is 'crackly', muffled, and almost unreadable when given the dial options..... 'dial 1 for this, 2 for that' etc.. The Scottish accent of the answer phone person is very hard to understand too - nothing against Scottish people at all - they are all great!
Tonight, I managed to get a so-called caller ring back. But then, I could hardly hear the automated options that the Scottish voice and crackly / muffled phone line was giving me..... I tried so hard to hear it, but it hung up on me after (I think) 3 attempts of putting in the wrong option number.
I have emailed their customer services twice, and emails are also ignored! Is it just me? SP are a bunch of shyters, who soon want their money for their services, but don't want to give you the option to get your money back when they owe you. I AM AT THE END OF MY TETHER and at a loss of what to do next. I guess the ombudsman or OFFsomething or other! Sick of them messing me around!
When they did the first enormous raise of my monthly D/D payments I complained, as I'm a pensioner and have limited means every month, so I have to budget tightly. I had rather thought the D/Ds would remain roughly similar throughout the year, to even out seasonal use, but after the 2012/13 harsh winter I'd obviously used more and had kept a little aside for that eventuality in a savings account which I used to pay the difference to them straight away. (Which was when the aforementioned D/D hike arrived online in April 2013 and more than trebled my previous D/D, which was far more than could come out of my NW current a/c every month).
My complaint was handled by some gobbledegook (perhaps automated reply?) from an Indian call centre operative, so I then emailed Customer Services again and got a decent reply from their Customer Services Director, Lynda Clayton.
So, after this D/D hike has happened again at least 4 times in the last 3 years, (!) I have directly emailed her, had a satisfactory reply and the D/D has been adjusted down to what I originally agreed to pay per month, with me paying anything over/above usage costs in winter from my other savings account, thus keeping the D/D from my NW current account the same as original (Thus not putting my a/c into overdraft each month).
As a result of this experience I have now switched to NPower - we'll see how they perform on this front!
I feel that this practice of summarily raising D/Ds to reflect past usage of dual fuel is a way the energy companies collect monies from their customers in advance in order to play the money markets with the excess cash this generates for them. This practice should be investigated.
I've "switched" to Scottish Power for their Online Fixed Price Energy November 2014 Offer, as they consistently came up with the cheapest tariffs in searches and have no penalty for switching from them before end of initial contract.
There was some mix up with initial meter readings - I had input them via SP website, but on reviewing progress a few days later I found that they were still asking for the readings. As I wasn't sure whether the readings had been accepted or new ones were required, I tried to contact SP by phone. Over the fast week I've tried 3 or 4 times, only to be presented with silence after getting through the initial menus.
I sent a complaint via the SP website on 3rd Sep and received acknowledgement that there would be a reply within 72 hours. I received a response from customer services 8 days later to say that they would respond within the next 10 working days. I then checked my initial personal webspace on SP to find a message stating that they had either accepted my meter readings or an reading / estimate from the previous supplier. I couldn't check the readings as the initial website had been suspended pending the opening of the online customer account (which was also unavailable at the time).
As I was still unsure of what readings had been used and nobody ay SP seemed to want to deal with me on an immediate basis, I decided to email the Chief Corporate Officer of SP (on 9th Sep) and I am awaiting a reply from him. I've now had an email that my online account is up and running - and guess what, the SP website is unavailable! So completely in the dark and considering a trip to Edinburgh and knocking on the door to see if anyone's there! I think I'll now be visiting u-switch to begin a move to M&S Energy - I wonder if this might be the shortest-lived switch ever?
Scottish Power - your rates may be cheap, but your service even more so. Appalling!
After the January storms and losing power for 55 hours I was not impressed when I lost power on a Saturday morning on 21 January 2012. I immediately called and the helpline to be told it was a broken pole within the local area. I asked where about? and after a while I did get a vague idea of the area where the supposed broken pole was.
Armed with my digi camera I proceeded to the broken pole....can't see any broken pole but several trucks are on location and men are digging a hole and hey presto placing a new pole in same hole. Camera is clicking away during this period. New pole is in position...perfect hopefully electric will be restored!!!!! Drives around to get closer and when I get to the other side they are now removing new pole.
Summary; No broken pole in the first instance
New pole in situ
New pole removed.
All photographed. Came home called the helpline number for an explanation and to explain I did have photographs. Initially told it was a broken pole then they said I could speak to a manager Manager asked to hold the line for a moment and lo and behold the power was restored. I have been trying since 21 January 2012 until the present time, currently 30 March for an explanation for the vanishing pole. No one calls and no one writes. Anyone who can speak is always away home and no one else can help.
Received a summary of power losses that covered the time frame of 30 April 2011 - 21 January 2012.
I sent an e mail criticising the ethos of Scottish Power for their policy of immediately increasing my monthly direct debit as soon as my account was in debit, but never reducing it when in credit. I mentioned that their calculation had failed to take the lower summer usage into account and that I was under the impression that one of the benefits of having the type of account that I have is not to worry about the changing cost of monthly payments, and have them spread out over the year.
The response I received was quite shocking, judging from the name, I would say it was from an overseas centre and consisted of no fewer than 21 lines from right to left without any break or paragraphs of sheer gobbledeegook, which needless to day had not addressed my complaint and had almost certainly been generated from the touch of the operators button, to get rid of my complaint.
I emailed back saying that I found their response to be an appalling and totally unprofessional reply which was a disgrace to their company, and asked for confirmation that my reply was generated by an automated process and if not who was responsible for sending it and what is their position in the organisation?
Scottish Power have refused to reply to me. I wonder if the same standards of non-communication would kick in if I were not to pay my bill or by the customer retention department when they call me after I have closed the contract.
I decided to switch to Scottish Power when I first moved into my house. Having worked for an energy comparison company for the past 5 years I did my research, spoke to my current supplier who was E.On at the time to see what their best offer was, and then did a comparison and found Scottish Power to be the cheapest. I went onto a capped tariff so I knew my prices couldn't go up but could come down (not much chance of that!). Everything went fine with the transfer, even thought it did take about 6 weeks, but that didn't worry me, it was more the fact that I felt that the Direct Debit amount which they had originally set for me was too low. I got told that £60 per month should be sufficient for a 2 bedroom terraced house so that's what got set up. After putting my meter readings in month after month, I received a letter to say that they needed to up my Direct Debit to £96 per month to cover my usage. Unfortunately, they didn't mention that they had allowed my accounts to go into debit with them and that this increase wasn't going to cover my usage and go towards paying off the outstanding amount. So I started to pay £96 a month which turned out to be a bit of a struggle, especially being a single mum, but regardless I paid it ( by now the gas and electric bills were taking up quite a chunk out of my wage each month)! Finally the time came when my tariff ended, and knowing that I would be transferred onto the standard (most expensive) tariff decided to compare suppers again. This time it was E.On that came up cheapest with a fixed price plan,so I switched again. Went through all the details, set up the new Direct Debit, provided my final meter readings to Scottish Power who then gave them to E.On. To my horror, I got my final bill throug from Scottish Power and it said that I owed them about £360 for my final gas bill. I spoke to them and they didn't seem very willing to let me pay it off slowly, and wanted the full amount off me on the 15th of the month....the month being December!! Just what you want right before christmas!
From my bad experience with Scottish Power, I would never go back with them or recommend them to any friends or family, and no matter how much cheaper they show up on a comparison, I won't be switching to them again...and ven more annoyingly, they have now started ringing me to see if they are able to get me to switch back to them as I am a "valued customer". Having let the sales rep go through a comparison on the phone with me, I got the great news that Scottish Power would be able to save me a grand total of 1% on my annual usage,and she honestly thought it would be worth me switching back for £15!! The best advice I have so that no one else experiences what I went through is, I you can provide a meter reading every month, check a few price comparison websites before switching,and when you do go through a comparison it is always best to go off your annual kilowatt usage instead of how much your Direct Debit is. If you have been with your current supplier for at least 12 months they will be able to provide this to you, but it shoul be shown on your bill. So no more Scottish Power for my house, at the moment it's E.On all he way...for now anyway!
I have had an account with Scottish Power for forty years and have paid by standing order for many years. This method of account spread the annual payments over the months equally. I would build up a credit during the summer months and run up a slight debit at the end of the cold weather season. On the 22 April I received an account telling me that I was £114.25 in debt and they were going to increase my monthly payments by almost 30% (from £88 monthly to £117). They had calculated my usage at the end of the cold weather period and three days before my monthly payment was due. I gave them my current readings on the 28 April (six days after the original account) and received my account showing my debit was now £11.73 and no mention of the 30% increase in monthly charges. I thought everything was fine until I received a demand for £29 as they still had the monthly payments down as £117. Due to the high handed attitude of the Staff when I phoned to discuss the matter with them, I decided to change my suppliet to British Gas.
I notified Scottish Power of my intention to move supplier and explained I had no intention of paying the increased rates as I was not going to build up a credit with them before I leave. I was then informed that I was no longer on the Monthly payment plan and was now on a quarterly account. I did not ask to have the account changed but I notice they still accepted the monthly payment for June which put me into credit.
I have sent numerous e-mails to their department but I seem to get a different person answering the letters each time and they appear to have no idea what has been said on the previous contacts. When I look at the names of the individuals who are responding to my queries I wonder if the complaints centre is situation in Pakistan or India.
If a company, can treat a loyal customer who has never defaulted in their payments for over forty years like this, they deserve to lose their customers. To add insult to injury, a member of their sales team offered me a special contract to remain. With their standard of customer service I declined!
Rubbish company they calculated our monthly direct debit when we joined and now they have hiked it up by adding another third of our present dd monthly payment and state it's a new year review we won't be with them for another year and our current deal ends in a few month time. They even counted the arrears that was on the bill which was paid off immediately to work out the new price.I would advise most people to avoid this company until they sort themselves out. They obviously hike up customers direct debit so they can earn interest on the extra money.
The most ridiculous team I've ever encountered.
First of all they could not even get my name right not even using the NATO Phonetic Alphabet and then they even put the GENDER wrong! (it is correct in the Direct Debit thou!).
Then I changed address and I filled in one of those on-line form they have in their cheap website, I moved in I gave them a bit of time but just in case I wrote to them. They answered they didn't know about the on-line form and to please provide the new details again. So I wrote and also filled in a new form just in case. Nothing happened. I had to spend money to call customer service and try and do it through the phone. This time they got it but my name was wrong again, I called to have it fixed, they said they could not do it! (why? because...).
Anyway they said they would do the swap from the old supplier...
Now because time was passing by they told me to contact the previous supplier for the new address to pay the period from when I moved in till now. They told me it was Southern Electric? It was not! It was E-ON.
At this point I was expecting the papers, I could not wait to send back the cancellation slip and send them to hell, but the papers where never posted and I did not have the chance to take advantage of my cooling off time.
When I called them they said I should have called them. I said that's why I'm calling you they said it's too late you'll stay with us! I said noway I'd pay the ransom if you let me go they said can you call tomorrow 9 to 5 that a colleague is in for the cancellations. ...yes I did and the colleague was not there I had to talk with another cyborg who could not help me after holding the line for ten minutes. I requested a call back but did I get it?
I started emailing to them... even worse! I'm frustrated now they don't even deserve my time to write this review but I write it in the hope that this, together with many others gives you an idea of what kind of company is Scottish Power and in the hope that they eventually go busted.
PS: I even have to give them a star in this review!
Just spent 3 days trying to sort simple problem. They promised 5 times to phone back but alas NO.Will change to e-on or British Gas ASAP
What a bunch of total muppets - can't read an e-mail, can't set up a Direct Debit, refuse to allow me to switch providers because of my whopping £6.45 debt on the gas account. Numpties then send round a doorstep collector for £46.45! Please avoid like the plague and save yourself time, money and hair! One star seems generous!
I have had an experience with Scottish Power following signing up at the door - the salesman was excellent, convinced me I could not miss out on the "capped deal" and foolishly I signed up. He did not advise me there would be a cancellation fee if I wanted to cancel before 2012! OK iI should have read the small print - I know:(
Please take my advice, if you want to go with Scottish Power do it on-line then you have time to read everything for yourself, you will know exactly what you are buying and can make informed decisions BECAUSE once you have signed up cancelling is nigh impossible - waiting times of 35 - 50 minutes to get through to a human being, passed from pillar to post when you do get through and emails ignored then HEY Presto you are outwith your cooling off - I am stuck with it - don't you be!!
Unluckily for me I live in an area where the mains is managed by Scottish Power. I needed an isolator fitted to the supply in order to replace the fuse box with a consumer unit - Scottish Power admitted that they would fit one as standard on new connections but maintain it's not their job to bring old installations up to modern standards and want me to pay through the nose for a simple job (that IMO they should do as part of maintaining their systems).Combine that with surly staff and a long wait time, I would advise anyone to avoid them and get a proper supplier!
I moved down from London to Chipping Sodbury with my work in Jan 2010. As a tenant, I took over the Scottish Power account from the previous tenant. All was fine, until we bought a house and moved in July. We created a new account for our new home and closed the previous one.....a simple process you would have thought. How wrong can you be. I soon realised that SP had merged the two properties into one account. How they did this I do not know. Obviously the MRs for the two different properties were very different and SP is basing its estimate readings from our previous property which are much higher than our new house. Despite calling in August to give them the correct gas MR, and again in October and Jan, nothing has been down to rectify the problem. They have tried to fobb me off every time I call them. I am sick and tired of having to explain the history of this case to SP - surely their records arent that rubbish. So, once I again I called today and they have assured me that the gas MR is now updated and from tomorrow I can go on line to see that this has been done. They have asked for me to call again in 7 days time with a further MR - after which I will get a refund which is in the £000s. Given my past experience with SP - I am extremely sceptical that this will be done and am already dreading the phone call on Monday to try and speak to someone who knows what they are doing. If it doesnt happen I will be reporting this matter to OFFGEM. This sorry tale has been 7 months in the making - and I pay money from my hard earned wages for this shoddy service????
I purchased a property recently as a first time buyer hoping to move in within a few weeks after the keys on the 17th Dec. We were told by a representative of hydro power (previous owners electricity supplier) that we should contact Scottish power as the electricity cable had been disconnected. So we did this straight away and were told we had to pay Scottish Power 1900 pounds upfront to go on a waiting list to get a representative of the company to fix it. There was no negotiation and we told told this had to be done. They told us that they were a business NOT a charity! We are hoping to claim this money back some how! Does anyone have any advice? As first time buyers are savings are pretty much gone. We have phoned several times but got nowhere and have spoken to most staff in the energy networks phone line. Any advice would be appreciated.