Scottish Power Customer Services are appalling (Scottish Power)

Member Name: ClaireBelts

Product:	Scottish Power
Date:	09/06/09 (119 review reads)
Rating:

Advantages: The Scottish Power website is very good

Disadvantages: The customer call centre is very bad

We have an online tariff with Scottish Power and use them for Electricity and Gas. Our monthly direct debit is £50.00.

The Scottish Power website is easy to use and self explanatory. We can enter our readings once a month and closely monitor our gas and electricity usage.

However, the customer service is appalling:

Problem one: After setting up the account, we got the paperwork through and there was a spelling mistake with my husbands name. It took three calls for Scottish Power to correct it.

Problem two: After some months, I identified that Scottish Power had mixed up our day reading and night reading. We were paying day rate for our night usage and vice versa.

After 4 phone calls to Scottish Power, we still had not got any closer to the problem being resolved. Each time I rang, I had to wait at least 15 minutes for Scottish Power to answer the call.

By the end of each call we had been promised a different solution. We did learn that a Scottish Power Meter Reader had made the mistake.

An email to the customer services email address with the heading complaint did the trick. They resolved the issue and apologized within 48 hours. Next time, I would not call them, just email direct.

Summary: Don't bother calling, email your issue through. It will save time.