So as you can see, they have been pretty rubbish at sorting things out. However, as of yesterday, I received an official letter from SP to say that all the remedies that the ombudsman told them they had to complete to sort things out for us were DONE!!!
On-line Account – Opened
Meter readings – Submitted
Meter serial numbers – Registered
£75 compensation cheque – Cashed
Apology – Received
£100 payment – Found and credited to our account
Best possible tariff – Talked through, agreed and applied.
We moved into our house in June 2014 and it has taken pretty much 15 months until we managed to get this sorted. Worst customer service ever.
So can you imagine what I did to celebrate getting things sorted with Scottish Power?? Yep, that right, I switched suppliers to E.on!!!! I really wanted to do this in the middle of Summer last year (2014), when after 3 or 4 phone calls was getting nowhere, but without an actual account, there was nothing I could do. But now, after all this time, we are finally getting rid of them.
I just couldnt stay, their customer service is too awful and I couldn’t trust them a single inch. So they don’t get to keep my business. No sirree.
See ya Scottish Power, you are the worst company I have ever dealt with….
So I just thought I would fill you into a long on-going situation we have with Scottish Power. It is a very very long story but the main crux of the matter is, due to an error made by Scottish Power on our (non-existent) account, we haven’t paid for any gas or electric since we moved into our new house almost a year ago! The précised timeline goes something like this:
June 2014 – moved into our brand spanking new house and told by the developer that our energy provider would be Scottish Power. Meter serial numbers and readings taken by developer and we were told they would be passed onto SP who would in turn get in touch with us.
August 2014 – we had heard nothing, so I started to make calls to SP without success. Sometimes getting through, other times not. But when I did manage to speak to someone, I was told that our account first HAD been set up and then a couple of weeks later that it hadn’t.
September 2014 – After a few more calls it seemed that an account had been set up and so I paid £100 onto the account so that we didn’t get a huge bill. When I checked that the payment had been applied, I realised the wrong meters and readings were on our account.
It seemed that the problem was that the wrong meters had been registered to our address and the ones that they thought were at our house, were actually at number 12. They told us that it could take a while to rectify, but they would do it for us asap. I asked for the £100 back, but they said they couldn’t do it as the account was in such query.
I hadn’t heard anything by October/November, so I complained to the Ombudsman.
In January 2015 The Ombudsman agreed a set of actions that Scottish Power had to complete to resolve our account issue, including us not being financially disadvantaged by their error.
June 2015 – Scottish Power have STILL not resolved our issue and they just send us a letter once a month to apologize and to say they will be in touch when they have sorted things out.
A report was issued last year as Scottish Power were failing their customers so badly that the government nearly intervened to stop them selling to new customers. Actually, I have just checked and in March 2015 they were banned from selling to new customers for 12 days as they had failed to resolve customer complaints. This isn’t really news to me, as despite my complaint to the ombudsman, it seems that they a have been unable to resolve a seemingly simple database entry error in nearly 12 months!
The explanation given to me, is that right about the time that we moved, Scottish Power offered voluntary redundancies and lots of experienced staff took it. At the same time, SP implemented a brand new computer system and had problems migrating data. So all this coupled with inexperienced staff meant that apparently, things went totally tits up!
I understand this might have been a nightmare in 2014 whilst they trained people up and got things sorted, but no resolution even now? It’s 6 months since the Ombudsman gave them the actions and I find it unbelievable that they haven’t sorted it out before now.
However, I suppose I have had free gas & electric for a year, which I reckon has cost SP over £1000. OH well, their loss.
So we moved into our new house over 3 months ago and were told by the builder that our energy supplier would be Scottish Power. Since then I have made 10+ phone calls, 1 (ignored) complaint and finally, a complaint to the Head of Customer Service and Watchdog – but guess what… we STILL don’t have an account set up with Scottish Power! I also can’t switch providers, as when I tried to contact British Gas, they told me that they couldn’t swap me over because the account hadn’t been set up in the first place.
In bullet points this is what has happened so far:
Moved into house – told Scottish Power would be our supplier
Waited for till Mid- August, but no contact, called Scottish Power
Called SP but got nowhere (repeated several times)
Emailed SP to complain, this was ignored.
Made one final call to SP, eventually got account set up.
Checked, day after last phone call, discovered account had been set up with WRONG ADDRESS.
Call again – was told this would be corrected.
Checked day after, correct address on account.
Paid £100 onto to account as not yet been received bill and wanted to avoid large debt when time came.
Noticed after payment had been made that WRONG METERS HAD BEEN ALLOCATED TO OUR ACCOUNT.
Tweeted SP and was given an email address to use to get things moving.
Emailed SP and received an email back within 4 days to ask for exact address, meter serial numbers and readings. All given within 24 hours.
10 days later, heard nothing.
Called SP and was told that they address on the account had gone back to the wrong address and in the meters were still incorrect. My query would have to go into a “back office” to be changed and would take 3-4 weeks. I asked to speak to a manager who was no help at all.
Complained to customer service, Watchdog @ The BBC, Taylor Wimpey (the builder) and Lynda Clayton who is the head of customer service at SP.
I genuinely don’t understand how on earth things can go SO very wrong when I am just trying to do something so very simple. I have go not faith in Scottish Power, so the minute – or should I say, IF it my account ever gets set up, I will be switching provider immediately.
How frustrating. 🙁
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