Recently changed gas suppliers from these jokers. In addition to racking up almost £300 of over-charged direct debits prior to the change, these clowns have now refunded less than the account owing, having calculated the refund on the basis of meter readings known to be excessive, and ignoring correct readings! Quite absurd.
Personally I'm hoping for a Scottish "No" vote in the Autumn but here's hoping this lot go on their own - preferably to Jupiter.
Since last August Scottish Power has repeatedly messed up my online bills. I am on a Dual Fuel Bill with an Economy 7 Meter. Last August I realised that SP had mysteriously posted my Online Readings to my Bill incorrectly and had put my Night Readings in the Day reading Charge box and the Day Readings in the Night Reading Charge Box!!!!!!!!!!!! I pointed this out to them by email on 10th October 2013 (with copy to Energy Ombudsman which went unacknowledged). Promises to sort this out and apologies were plentiful but totally ineffective until February this year. However ineptly SP have now dreamt up Mickey Mouse stile Meter Readings which bear no resemblance to Reality. My Meter Day Readings in the 25000 region now appear on the SP website as some 2000 or so units. Scottish Power have serious issues with IT and Accounting problems. Hopeless!
Scottish Power have gone into my bank and taken out an extra £100.00 per month by direct debit, without my consent. I contacted them and said I wanted to make a complaint and how dare they take more money than I had agreed and I requested their complaints procedure. 8 days later I got an automated email, we are sorry blah blah bladie blah. They admitted they had taken the money without any meter readings and said "I trust we have solved your issues and I have now closed the complaint!" Eh no, I don't think so! They didn't even send the complaints procedure, which I requested. They were taking £175.00 per month for gas and electricity and then all of a sudden last month they took out £269.00 without my consent which left a shortfall for my mortgage. I am outraged by this and I am going to change suppliers. I would rather eat live frogs than give Scottish Power another penny of my money. I would rather sit in the dark with a candle than have them continue to supply me. Disgraceful company, poor communications. Unacceptable reply time to emails.
Received multiple emails replying to an email I sent informing them I had moved, all their emails contradicted each other. Impossible to get through to them on the phone, extremely slow to reply to emails, if they are actually bother and when they do it's total nonsense they reply with.
Needed my meter looking at. Rang Scottish to advise, get the call handler who doesn't have a clue about Economy 7! Don't they train their staff before putting them on the phones? Agree an appointment for an engineer for this Friday, engineer turned up whilst I was at work Tuesday. Ring back Scottish, advisor number 2 put me on hold for ages with no music to let me know you are actually holding. Eventually told the Tuesday appointment was booked in error and she will try and get an appointment for this Friday. Whilst on hold I was cut off. So I ring back again, only this time I am told to arrange a call back due to high call volume. The call back came alright, but the phone literally only rang once before they rang off! Is that how they fulfil their promise I wonder? So for the third time I call back and after a long period of holding on in silence I meet disinterested agent number 3. His apathy couldn't be more palpable when he advises me agent number 2 had rearranged my appointment for a fortnight's time.....nice of them to check with me that I could do that date before booking! Refused to honour a date suitable to me despite the fault being theirs. Couldn't even speak to a complaints dept as "had to be written down first". Fine Scottish, I will just do that....and switch to someone else whilst I am at it.
Switched to Scottish Power in Dec 2013 .Numerous problems during switchover and still can t access online account. Numerous phone calls which nobody answers. Am trying to speak to them now Have been waiting 40 mins ! No automated message telling you where you are in queue to at least let you know if its worth waiting .Wish I d never switched to Sottish Power was with British Gas at least I could speak to them !
What an absolute rubbish customer service call centre. If you have all day to spare trying to get through to some hobbitt with the bare minimum of intelligence then don't hold your breath. If you do manage to get through to a living being then you may be reaching for the valium as you are given excuse after excuse as to why they cannot actually help you with your query because its beyond them (brew time) Is there any company that actually deals with people swiftly and efficiently cos it certainly aint the Scottish Power numpties!
I have been with Scottish Power for 4 years, no problems until now. I have sent them 4 emails NO REPLY'S. Tried to phone them on a Saturday, waited on the phone for 1 hour gave up and asked for a call back, STILL WAITING 4 months later. I received £135 WARM HOME discount due to age and income, I was also on their ONLINE FRESH START tariff. Now received a letter telling me that I was being put on their Standard tariff due to changes in their tariff's, my bill would now be INCREASED by £168 a year. Thank you WARM HOME but your finance help will ALL be going to SCOTTISH POWER plus some more out of my pocket. I think not I am now looking into changeing my supplier THANK YOU SCOTTISH POWER FOR NOTHING.
In Brief to alert others, been trying to close down this account since 30 November 2013 when i switched supplier. Impossible to reach, not only did my new supplier answer calls instanly (well within minutes and also NOTE: on new years eve !!! ) they are breath of fresh air (try Ovo) crux is scottish power keep demanding direct debit payments from me even though the switch was 6th Jan. Arrogant emails claiming i haven't paid my monthly DD - why would I ? I have switched supplier and am awaiting a final bill for 2 days service from them . (3 months later still no bill or closure or any sign of response to complaints ) Shocking experience , thankfully Ovo seem to great.
An inherent total lack of putting the customer first. Ring them, they are very busy, will ring me back. Ok good. They ring me back and eventually put me through to an advisor,........ who immediately hangs up! Write to customer services through web site, promised reply within a number of days. No reply received to any of the last three emails! They have been investigating a mistake they made with an erroneous transfer going back to mid December. Despite 'it will be sorted out within a couple of weeks', and numerous phone and email contacts, nothing happens, nobody contacts me to explain, and I am stuck in no mans land. It's like fighting fog, you just don't get anywhere! Some of the individuals I have spoken to have been very helpful and sympathetic, but seem powerless to act, to do anything about this rudderless ship full of navel gazing, apathy, and arrogance. If there is anyone from Scottish Power who reads these pleas for help from real customers, please do something about my issues, and by the sound of it, many of the others that need attention.
My life is too short for me to sit here and list out all the problems that we have had this this company. Hours and hours of my life wasted on the phone, trying to resolve issues over months and months - issues that were never resolved. And so we talked with our feet and moved to another energy supplier. Yet STILL the problems continue. We left 3 months ago and are still waiting for our final bill, which we believe is in credit. And of course we have received no confirmation of the final balance, no cheque, and absolutely no communication advising us that our account is closed. Because you know what? Our account with them hasnt been closed which means they are keeping hold of our credit. I see it is not only me having the same kinda problems. Absolutely appalling.
Like others on this board I have consistently asked for a credit balance on moving house to be refunded 350 pounds from moving in November. No response from phonecalls or email. Please be aware that this company is acting to keep your money they owe (in other contexts they call this stealing). I was a customer for a long time familiarity breeds contempt. PLEASE BE AWARE THAT THIS COMPANY KEEPING MONEY WHICH IS NOT THEIRS TO KEEP.
Change supplier from Scottish Power via Uswitch on 6 Nov 13. After several hasteners, eventually switched end of December. Two months on, the robbing b******s still owe us over £400 and refuse to answer any emails. Complaint is in with the ombudsman. They get one star because none is not an option.
We had been complaining that our energy bills were excessive and had raised this matter with Scottish Power on numerous occasions without any consideration from the people we were speaking to. They insisted that there was nothing wrong with our billing and we were an ‘average user’. However on consulting with neighbours with similar properties we were paying far in excess of all our neighbouring properties and being extremely frugal with our use. Back in October my partner noticed that the time clock was working out of ‘sync’ and shortly afterwards that the meter readings were being transposed by Scottish Power – this obviously explained why things were not being billed as expected. We had been using our energy monitor and checking our use and we were also aware that a meter reader had noticed a discrepancy but advised that he was not permitted to disclose this to us. Also I remember when we first moved to Scottish Power and being questioned over the meter readings I submitted though no one explained why they were questioning but just said that they needed to confirm. We are a low income family and just like many people in the current economic climate our budget is extremely tight. We cannot afford to waste money anywhere. Fortunately once the problem with the time clock was discovered Western Power were instructed to attend and this was replaced quite quickly. However the re-billing of our account seems to be taking some considerable time. I work in Property Management and deal with many utility companies on a frequent basis and I do understand that this case is perhaps rare but by no means unusual. In my experience re-billing of accounts has never taken as long as this – most probably because more often than not it is in favour of the utility company. I believe that we have been more than patient but really tired of hearing excuses now. We would appreciate a little less talk and more action if possible and this has been dragged out for almost a year since we first raised the issue of why our bills were excessive. We are totally flabbergasted at how poor the customer service is at Scottish Power. (Quote) Scottish Power customer services are one of the most abysmally ineffective services I have ever had the displeasure of being forced to use. At no point were they even close to anything that could be considered an acceptable standard of service, and every one of their customers are worse off for suffering their existence.
Our latest response from Scottish Power:
Dear Mr & Mrs Hill, Unfortunately I have no updates on the re-billing of your account as previously advised we are experiencing system problems and there is a system defect that is preventing us from correcting your account. This is currently being looked into but I am unable to confirm exactly when this will be resolved. I understand this is not satisfactory for you and this is why I had issued the deadlock release letter to allow you to take your complaint to the Energy Ombudsman. As you have now taken your complaint to the ombudsman they will be investigating your complaint further and will be in contact with us. I can see from your complaint that we have received contact from the Ombudsman and your complaint has now been assigned to an agent who works in our Ombudsman complaints team. Kind Regards.
Just to let you good people know,the Post Man has just put through the letter box;my Elec bill...The first call i made to get this was on the 19th Feb...So i have it..Will this happen again..YES IT WILL...........So now Scottishpower i shall pay you..
I have had problem after problem with Scottish Power....
My electric meter broke so I called them in September asking them to fix it. They said they would send someone out the following week to replace the meter. That person didn't turn up.
I got back in touch and arranged for another callout to replace the meter. Again, I had to book time off work but this time, someone did attend. Sadly, he simply looked at the meter and agreed that it was broken and then left. He admitted that it was ridiculous and said that most customers were unhappy with this process but that the decision was obviously made above him. He said the metering team would be back in touch. I was also given an email address for them as to call, I'd have to go through various departments first....
When they didn't get back in touch (surprise surprise!), I emailed them and they agreed an appointment for which no-one arrived.
Since then, I have emailed 3 times (all of which were automatically acknowledged saying they would respond within 5 working days) and I have had no response to any of them.
They have now increased my bill, have given me a higher estimated usage than normal and have sent a threatening letter demanding payment but still will not respond to any questions regarding my meter!
I chose Scottish Power because they were the cheapest on a comparison site. A few months on and they are now one of the most expensive. NEVER GO WITH SCOTTISH POWER! Learn from my mistakes!
I have a Scottish Power central heating contract and pay on time every month. I had a problem with the heating and came out to repair,all they did was to insert 2 tins of RADWELD [OR SIMILAR] Can,t get them to reply -Customer Service =nil The problem appears to be Mr.Gary Stanley the Team Manager he refuses to come back to me hoping i'll just go away! I will not.......
A month ago I moved into a house which is unfortunately supplied by Scottish Power. There is a fault with the meter which needed an engineer's attention.
I have phoned them no less than 15 times, and each phone call, one of the following has happened:
1) An automated message informs me they are busy and to "call back later" then instantly disconnects me. You stay classy, Scottish Power!
2) I am placed in a "queue" for a minimum of 30 minutes to over an hour.
3) I am connected with an advisor who transfers me to a department which is closed.
4) I am transferred to an incorrect department.
5) I am transferred to an external engineer-only hotline who informs me that Scottish Power often just transfer customers to them to lower their call volume.
6) An advisor promises me a call-back the next day at 3pm. They don't call.
7) An advisor promises me a call-back the next day at 3pm. They call at 5pm. The relevant department is now closed.
8) An automated service requests to call me back between 50 and 80 minutes. They don't call.
9) I am promised an engineer visit and am told the engineer will phone my mobile before arriving so I can attend. No phone call is made and I miss the engineer.
10) I phone back, fairly irate, and am told their systems are down. They cannot book another visit. They promise to call back.
Scottish Power: your customer service is one of the most abysmally ineffective services I have ever had the displeasure of being forced to use. At no point were you even close to anything that could be considered an acceptable standard of service, and every one of your customers are worse off for suffering your existence.
I solemly promise to tell everyone I am associated with about your non-existent service and hope your company is deprived of much business because of my efforts.
Interestingly, I had no real problems with Scottish Power while my account was open with tme. My problems have been in trying to shake off their persitent correspondence with me after I left them.
I closed my account with Scottish Power in August and have been receiving e-mails (all headed, erroneously, 'An important communication from ScottishPower') from them at the rate of two or three a month ever since. I have made umpteen attempts to get them to stop sending them, but with no success. Here is one response I received from them (complete with typo):
'We have close your account on 15 August 2013. The e-mail which you have received is an automated e-mail we sent to all of our customers. Please ignore the automated e-mail.'
It is impossible to get them to understand that I am NOT a customer.
I change my energy supplier regularly, but I have to say that, next time I use a comparison site, even if Scottish Power comes out top, I will not switch to them.
Be aware that by signing up to this company, you are signing up for spam e-mail messages for (it seems) the rest of your life. Either the company cannot control its automated systems, or, more likely, it just cannot be bothered to do so.