Scottishpower reviews

Scottishpower reviews

Very low
0.6
from 0 - 10
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
Review company
124 Trustpilot review(s)
|
Latest review
ShowHide Rating distribution
Rating distribution

Reviews

About

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Appaling Customer service, tell you different things each time!

I left them 2 months ago because of several issues since they were my suppliers. I had problems with getting billed for correct meter readings, the online service was never working, then when I called them it got even worse. I waited 2 hours in a queue or to be called back, only to get hung up on and had to wait a further 3 hours! I've been hung up on several times now, or just put on hold and never got back to me. I've made formal complaints twice, got automated messages back saying they'll respond in 5 working days, but never heard anything! I've asked for call backs and never received them. Because of all these problems, I chose to leave and switch to OVO. Since then it's been more and more problems. I am around £200 in credit because of their inability to take my correct readings and sort issues out. However, they are having problems finalising my gas. They acknowledge the credit I'm in for electricity but refuse to send me credit for it until the gas comes through. Every time I speak to them and they say it's been generated, I get yet another electric statement saying the same thing, but not gas. I've also been told by one person that I have to keep calling them, they can't call me. Another person denied this. I've been told they have to get my readings from OVO again, what I give won't count. Another person denied this. I've been told there's a block on my account for me receiving refunds and they're trying to sort it. Another person denied this. Basically, it's different stories from different people every single time! In the process, I have to wait up to 2 weeks for them to send me what should be the correction (because they're incapable of doing it that day) and after waiting all that time it's the same old useless stuff! As of right now, two months on after it should have been closed, it "seems" to be getting sorted. They say that they spoke to someone and a final gas bill has been generated (but they can't tell me the credit) and it'll take 3-5 days from now, but I can almost guarantee from experience it'll just be another electric statement. They really are useless, just stay away, no matter how good they seem, if you get one little problem you will never get it sorted!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

YET ANOTHER TOTAL LOAD OF BULL S**T

ContactUs@ScottishPower.co.uk
To Mecontactus_outbox@scottishpower.com
Apr 16 2014
Dear Mr ******


I am writing in reference to your open complaint id *********

I am sorry that we have been unable to bring this matter to a conclusion but as previously explained, we have a known issue that we are working hard to correct. Until that is resolved, we are unfortunately unable to fully resolve your complaint.

Please accept my apologies for the length of time this has taken and I will continue to keep you informed of progress. As soon as I receive confirmation everything is corrected, I shall conclude the outstanding actions to fully resolve your issues .


Yours Sincerely

*******
Customer Couldn't Care less Representative.

4months and counting,
If i owed them a fiver, they would not have a known issue ,problem now is that i plan to retire in five years time and can't see them having it sorted by then going by the way they have handled it up to now.


CONTACTUS@SCOTTISHPOWER.COM
To Me
Apr 17

Dear Mr *****

Thank you for your email dated 22/03/2014.

I can see from our records that you have contacted us a number of times since then regarding this issue and that a response has been provided on 16/04/2014 advising of the present situation.

Meanwhile, please let us know if you may have any other issues.

I trust that the above meets with your satisfaction. For any further queries, please do not hesitate to contact us at customer.services@scottishpower.com or via the web at http://www.scottishpower.co.uk

Kind regards

*****
Customer Couldn't Care Less Service Representative
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Powerless and helpless

I left Scottish Power after having a frustrating time trying to contact their customer services about direct debit charges. I thought it would be easy to leave and on the appointed day I provided my new supplier with the meter readings. After a while the closing gas bill arrived but no electric. Eventually I received one and it had an estimated closing reading. How dumb is that? Furthermore it was a lot higher than the actual reading I supplied. They are chasing me for final payment but have not answered any of my messages. I have written regularly and received acknowledgements that they will reply within five days. Appaling Service.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

useless customer service, thoroughly incompetent, don't care about customers

we are a new customer of Scottish Power, having recently moved to a house where they are the electricity supplier. oh, boy, do we regret deciding to use them. they failed to enter our initial readings (taken on the day we moved in) correctly, and since then despite several emails from us they only replied back once and that reply was so useless they might as well not have bothered. which is what they seem to be doing now - not bothering. we are getting ready to complain to anyone and everyone who will listen, to get this matter sorted out. all they need to do is fix the incorrect reading on our database - but this seems to be too much for their level of intelligence (somewhere approximating 'amoeba' level).
our advice - steer clear of Scottish Power. run, as fast as you can, away from this company and if you can avoid being one of their victims (sorry, customers) then please, avoid it. you only have to read the amount of bad reviews to know what a bunch of uncaring shysters they are.
we have awarded one star only because, for reasons we don't quite understand, it doesn't seem possible to give zero stars.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Absolutely discusting service something needs to be done!

All I would like to do is get a correct bill! I have contacted over a 4 week period only to be on hold off a min of 55 mins every week!
Used call back service still asked to hold 43 mins !
Eventually spoke yo a gentleman said sorry I'm typing & email and I'm not logged on il call you back?
Hour later calls back and I advised I have submitted meter reading & cancelled my direct debit as I would like a bill based on usage rarther then estimated direct debit As currently showing 350 in credit! Sorry but now my account isn't billing regardless of what information I passed over! So I was told I will have. Call back that was a week ago. !!! I' usually never complain & understand pressueres compaines face but it's just not fit to support customers with customer service & neither is the website account
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Dreadful!

Absolutely appalling in every way! This last year I have raised three complaints with them, none of which have been dealt with properly. They raised my direct debit by £50pm, and refused to negotiate with regard to the winter quarter, with the result that after 6 moths I was over £500 in credit. With the last episode, they changed my electricity meter in December, and to date (the 7th of April) they have still failed to update my bill, which has prevented me from moving to a new tariff.
The only reason I stay is a forlorn hope that they will eventually sort things out, and the dread of moving to another provider who will (reading the reviews) probably be just as bad!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Stay away..absolutely the worst company out there

I used U switch to switch to these guys. Got an email saying welcome and that they would be in touch to let me know when the switch had taken place and to get meter readings. That was at the end of February. Today I received a letter demanding payment for 103.37 for gas and electric!!!! I don't even know I am a customer of theirs!!! How can they bill me when there are no opening meter readings...? So far I have failed to get hold of their so called customer services dept. 45 mins the other night with no response....on hold constantly. Today so far I have been on hold for 34 minutes and guess what...I am still on hold. Pay a bit more and go with someone else. At least you might stand half a chance of getting some level of customer service - this company has none whatsoever!!!!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Absolutely appalling

Have been trying for three days to get through to this company , to pay my disabled and elderly mothers electricity bill, average of over an hour eating every day regardless of the time of day , definitely will be changing provider to eon , disgraceful service !!!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

A Shameful multibillion £ Company

This is the most awful company. It is impossible to get any constructive answer from them. I have emailed - they do not reply. I have telephoned on multiple occassions, only to join queues of up to 45 minutes and then be told they will look into the matter and get back to me (which they never do). I have been told I will be put through to customer complaints, but then am told no one is available and I'll get a call back in 5 days (but three weeks later I am still waiting). The complaints page of the web site says they are open until 10pm but the phone system gives an automated response saying they close at 7pm. It is impossible to get any proper response at all. Fortunately, I am not in credit with them. All I get are demand letters, but when I telephone to try and resolve the fact that they have not sent me a bill itemsing my account so that I can settle it, I get sent around in circles and am told they will take action to sort it out. And as for the web site, it is closed down for site maintenance on many weekends with often no access for up to 3 days. How is this company allowed to continue and perform in this fashion? It is absolutely shameful. I actually want to pay them some money to finalise my account yet it is proving impossible to do so because they never come back to me regarding my issues. Anyone reading this, please do yourself a giant favour and stay away from Scottish Power. It is simply not worth using them as your energy provider, even if you think it will save a few pounds - take it from me, their service is so poor (almost non-existent) that it is never worth the grief you will suffer. I simply cannot understand how this company can be allowed to continue in this way. Over the years I have been signed up with several different utility companies and have never had such difficulties before. Stay away!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Can't contact them at all

No email address and I have spent 37 minutes on hold last night and today I have been on hold for 30 minutes and still waiting. At 46 I wonder if I will get a free buspass before I get through to Scottish Power
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Don't use as they estimate bills even when given meter readings

On hold for twenty mins - no answer. No explanation - They require meter readings but take no notice. I HAVE JUST FOUND OUT THAT THEY HAVE BEEN ESTIMATING MY BILLS.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

SHENANIGANS AT SCOTTISH POWER

I decided to check my ONLINE account with SCOTTISH POWER on 13th February 2014 and discovered that I was £289.07 in CREDIT !
Asked for a refund of the full amount, with NO RESULT.
Phoned customer service only to be told that all my ACTUAL METER READINGS sent in by me, regularly at their request, had been disregarded (ignored) and that they had USED estimates for my ACCOUNT !
I was then told that I was only £23.82 in CREDIT !!!!
They had previously sent a Meter Reader to my house to take a meter reading last OCTOBER, yet when I checked my account ONLINE I was confirmed to have £161.07 in CREDIT on 02 December !
Still NO REFUND as of 31 March 2014 - WHAT A SHAMBLES !
Don't know if this is incompetence or a very subtle FRAUD but as yet I have received no e-Mails or letters explaining what is going on Needless to say I am in the process of SWITCHING to a more honest and competent supplier. I am ashamed as a Scot to be a customer of this shower of cowboys.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Where do I begin or indeed end

Placed request to switch through Uswitch on 20 February 2014. I was intending to stay with Scottish Power and simply change on to a better tariff. When I heard nothing I sent an e-mail. No response within 5 working days. Phoned and held on for 23 minutes - gave up. A few days later sent another e-mail from my e-mail account and another via my account on the site. Also requested a call back. They did to be fair call me back but basically couldn't help. Had no record of my switch request and talked about some data systems down and others inaccessible from where he was. Basically said all I could do was apply to switch on the site. Tried that but of course the deal I had signed up for through Uswitch was now unavailable. Had a look at the deals that were available but absolutely no information upon which to base an informed choice. All it will give you is prices for low, medium or high usage - no information about standing charge or prices per kilowatt. Have now done another switch through Energy Helpline but anticipate that Scottish Power will miraculously find my switch request, attempt to switch me and then charge me an exit fee as cheapest deal for me is now with a different provider. Might have avoided all this is I could have got through to Scottish Power when first advised that they were still the cheapest for me but (a) can you trust them and (b) difficulty in getting through on the phone. When I did speak to customer services I put it to them that their company and its systems were in chaos and that if they could not find the switch request it might be the result of this state of affairs. He did not deny it and his carefully crafted words spoke volumes. I felt sorry for him but did not say so because too furious. God knows when this will end.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

The banner states No 1 Rated by customers, This is is not necessarily the best but NO 1 worst

I have now been in touch with this company for over two months trying to sort out an issue when I submitted an incorrect meter reading. I have never dealt with the same person they have never responded inside their inane promise on autoresponse of 5 working days. Today I have yet again sent their auto response as original was 22 March and lo and behold the date is now 28th. I am Scottish but the company are French Owned so do not let the threat of idependence worry you they will stil be as bad if that happens or not. I live in Bristol so you can see none of us can hide but worst still get a semi decent response form them Good Luck to all who venture forward with this.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Platinium Service Plan Scottish Power?????? Not Rated

From: Joan Millar Sent: 08 March 2014 13:43:50
To: customer.services@scottishpower.com (customer.services@scottishpower.com)
Cc: consumeraffairs@ofgem.gov.uk (consumeraffairs@ofgem.gov.uk)
(3 replies from Ofgem) 0 Replies from Scottish power!!!!!!!!!
To whoever this may concern, This is a very disgruntled, angry and totally unconfident customer of Scottish Power,
why I ask myself I am even surprised that you have not even bothered to answer my complaint , your lack of customer care is abysmal!!!!! at the end of my contract I will not be renewing both my gas and Electricty along with so called Platinum Care Plan!!!! I would much rather give my hard earned money to a company who cares that my service was not up to standard!!!!!! And at the very least offer me some form of explanation.....
Kind Regards


From: Joan Millar
Sent: 08 March 2014 13:43:50
To: customer.services@scottishpower.com Cc: consumeraffairs@ofgem.gov.uk (consumeraffairs@ofgem.gov.uk)

1st email to both ofgem and Scottish Power
To whoever this may concern, This is a very disgruntled, angry and totally unconfident customer of Scottish Power,
why I ask myself I am even surprised that you have not even bothered to answer my complaint , your lack of customer care is abysmal!!!!! at the end of my contract I will not be renewing both my gas and Electricty along with so called Platinum Care Plan!!!! I would much rather give my hard earned money to a company who cares that my service was not up to standard!!!!!! And at the very least offer me some form of explanation.....
Kind Regards

To who ever this complaint is aimed at may I firstly offer my distaste at your customer service team you have in place?? I have been incurring a problem with our boiler since November last year!!!! this is now Feb and three parts down?? and last one still to be fitted communications are very sadly lacking when you pay for a product you expect it to be delivered, and within the time frame however, this does not seem to be what Scottish Power have in their mind thought!!! I am a business woman and if I were to run my business in this manner telling clients one thing then adopting another I would be out of business before long!!!

Problem:-
We have been negotating with your customer service team to arrange our boiler to be fixed in November last year this small action was fraught with disaster from the off! because your customer service dept said the engineer would call between the hours of 1pm and 6pm ????? and also phone the house and 1hr before arrival??? yes you guessed it no engineer and no phone call!! when I then phoned to find out where he was I was promptly put in my place that the engineer has our details and he will call when he is ready!!! how rude!! The manner of the first engineer left a lot to be desired.....2nd engineer to come same as before no phone call except he was more apologetic. Phoned Customer care I then asked for the customer complaint telephone numb and was told find it on line!! I could give you it but they are closed!! I was really angry how dare I be spoken to in this manner!! when the engineer did arrive I asked him why he didnt phone and he knew nothing of this and apologised (not his fault) he arrived at 9.10pm and left around 11pm.. thinking our boiler was fixed.. alas no after his visit we had to continually re-boot the system.. we have been doing this ever since seeing as I did not want to go through all this drama again and made to feel like we are insignificant to Scottish Power.
I am now on my second complaint to your system in customer service promises of arrival of engineer only this time never arrived unless I was willing to sit up until 12 midnight and await his arrival??? think not for two reasons firstly I may have been on my own and not the right time for an engineer to call out?? what if I was elderly?? infirm? secondly My husband has to be up for work at 5am so sorry absolutely out of the question!! spoke to crime prevention and normal out of hours for engineers unless emergency gas leak is 9pm???
Customer service guy actually agreed and booked us in for the next night after 6pm which the guy did turn up and call before hand... and then came back again as promised with new part on the monday fitted it ???? but found yet another fault.. and was promised it would be fixed by the engineer and the lady who phoned to confirm on the Wed 26th Feb between 8 and 9am.... As I have said I am a business woman and have my own company to run! so I managed to get cover just incase he was a tad late... which he never even turned up by 10.30am no phone call nothing.... So I phoned your customer service complaints dept to find out what went wrong this time??? I wanted an explanation as to why there was no show?? when promised on Monday there would be! I was not allowed to speak and was getting angry by constantly being told we were down for first thing!!! which by 10.30am in now late to mid morning?? yet again by your depts incompetence on customer care!!! I asked what has happened to good old fashioned cutomer service and I was hung up on!!!!!!! how rude!!!!! and people now wonder why we get defensive and angry when trying to get what we pay for all the year round in a PLATINUM SERVICE IN HOW TO BE RUDE TO YOUR CLIENTS !! my husband is now trying to be mr good guy and get a repsonse from your customer service team just as I have in the past not impressed with your customer response, but may i add the two engineers who did do something were both nice and apologetic however, the first one in November needs to attend a course on customer care his attutude was little short of appalling!! We have been without heating and hot water now for 12weeks although not constantly as the heating worked sometimes then not... however we are now down to no heating as it switches on then goes off in 5 mins>>>
Kind regards
Joan Millar
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

If you want to feel your life leaking away...phone scottish power...and stay on hold for..!

If this company is an example of what scottish business will be like after independence...then god help that benighted nation...they'll be running around half naked covered in woad, rustling cattle...just let out...
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

If I could give no stars I would!

If I could give no stars I would! Avoid this company! I was on hold for 46 min and then they hung up on me. Now I am 10 min and counting. Their bills are indecipherable. Their customer service awful. Their final bill doesn't show where the figures are coming from and I can't speak to anyone!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Not answering the phone

I've been on the phone now for over an one hour and a half. After waiting about an hour, eventually spoke to someone who diverted me to another department who would answer in 'no more than 2 minutes'. Complete rubbish. Been waiting now in total for 97 minutes. Appalling!!!!!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

poor service bordering on deceiptful and underhand!

my friends a/c is nearly £200 in credit and despite only using £54 last month, they are still wanting £120 per month and wont even think about any refund.

the mention of cancelling her direct debit, they threaten to increase her charges!!

surely there is some sort of body that oversees these companies and stops them taking advantage of people especially when they are struggling to make ends meet
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

SHOCKING!!!!!!!!!!!!!!!!!!!!!

Worst customer service I have ever come across in my life! been trying to sort out my bill for weeks now, was previously misinformed regarding my bill now have requested 6 call backs had nothing, emailed complaints department nothing, emailed them on facebook was asked to give my account details and again nothing! absolutely shocking last time I called them it cost me over £30 because I was being put on hold for over an hour, unfortunately I am in a rented flat so can't change my supplier but I would advise others not to sign up with Scottish Power!

Is Scottishpower your company?

Get to know your customers. Simply claim your company now. Get real customer insight and respond to your reviews. It's free.

Claim this company Learn more

Is this your company?

Try out Trustpilot's exclusive tools for gathering reviews-- get started with our Kickstart service! And remember, it's absolutely free to respond to reviews. Learn more

Claim this company

Details

About this company

Visit Scottishpower

Category

Scottishpower is ranked 10 out of 10 in the category

Trustpilot's Commitment

Trustpilot is committed to ensuring better online shopping experiences for everyone, which means we work hard to fight fake reviews. Find out more.

If you notice fake reviews on this company profile, we want to hear about it. Please contact Trustpilot here.

Trustpilot Subscriber

This company subscribes to Trustpilot Business services. Read more about our services for companies here.

No companies can delete or otherwise censor reviews.