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About 3 months with SP, so far I'm not impressed

posted by Iain_C_SA | 4 months ago

As the title says I haven't been with you very long but I've had nothing but  problems since my first bill.

First up is the app, I constantly get asked to submit meter readings (which by your estimate is nearly 1000 units more than my actual meter reading) I do this through the app and it always says something like "that doesnt look right review your readings and try again" I submit them again and it accepts them. When I review my meter readings it says actual and the reading below it yet every bill I get is estimated so i know I'm paying more than I should.

The website isn't much better, I try and enter my meter readings through the site and it logs me out, in fact anything I click on under support centre logs me out. Either that or it says oops, something went wrong and logs me out anyway.

I'm also still getting mail addressed to the previous tenant.

Given these problem I am currently looking elsewhere for my energy supply as these are problems that shouldn't be happening  with such a well known company.

7 comments

posted by dmscon7 | 4 months ago
Re: About 3 months with SP, so far I'm not impressed

Agree! 

The transfer of readings from my previous Tonik Energy account to Scottish Power has a significant error.  I have tried to call (minimum 30 minute wait on the phone).  I left a call back message today - reponse time quoted  "MORE than 3 hours" - What??  I have also sent two email messages to them and have only had automated email reply saying they will attempt to respond in 1 - 2 working days.  Its already been 4 working days since I sent the first message. 

Are they ravaged by Coronavirus or are the staff just fed up and logging off?    For whatever reason the Customer Serivce level is shocking.  Like you I am seriously thinking of leaving Scottish Power at the earliest opportunity.  

posted by msg | 3 months ago
Re: About 3 months with SP, so far I'm not impressed

Just joined them As I have been transfeered from the now defunct Yorkshire Energy.

Wouldn't is be nice to be able to get into my account easily. Most of the time we get the 'something went wrong' message.

I shall certainly not stay with SP for long if this is the level of service.

My first encounter was an email to tell me that my account was set up. When i eventually got into it, there was no balance transferred from previous provider. When I queried this, I was told that it is the last thing to be done - why didn't they say that at the outset.

Today, i am trying to enter meter readings but cannot get into the account - really poor!

posted by bruceandjules | 3 months ago
Re: About 3 months with SP, so far I'm not impressed

We are also ex Yorkshire Energy customers. 

At least they've (badly) set up your account. We supplied a reading and provided details as soon as asked but other than an automated thanks, nothing. Still no account, no idea of tariff or charges and currently cannot even swith because we need an account to do so and were in credit with YE so need that sorted also before we can go.

If we send an e-mail (forget trying to call) we just get the old, tired platitudes...

Please accept my sincere apologies for the delay and the inconvenience caused . You are as important blah blah blah.

posted by GOM2 | 3 months ago
Re: About 3 months with SP, so far I'm not impressed
I have a similar problem. My latest account from Scottish Power does not yet show my credit of £151.92 due from Yorkshire Energy and I am also not impressed at the slow rate of changing over something overt which I had no control. I have been with Scottish Power in the past and changed due to higher cost at the time. Will now be looking around for a lower cost and better service record. I keep a monthly and annual record of my actual usage on computer and can easily compare average annual costs for the past five years.

posted by scotty2124 | 3 months ago
Re: About 3 months with SP, so far I'm not impressed
At ScottishPower we aim to give our gas and electricity customers the best possible service. WELL NOT REALY BECAUSE WE DON'T REALY CARE ABOUT OUR CUSTERNERS But if something's gone wrong, we always investigate, and do everything we can to put things RIGHT AND WE LIE AND FOB YOU OFF CUZ WE CARNT BE BOTHERED WITH YOU LOT ALL YOU DO IS COMPLAIN We’ve tried to make our complaints’ process as simple as possible by following a 3-stage approach and detail of each stage is set out ABOVE.. The first step to resolving your complaint is to contact us about your issue, we’ve provided more detail about how to do this TO THE LEFT .

Stage one
Contact Us
One of the fastest ways to get in touch with us about your issue is to chat to us. Click on the chat icon in the bottom right hand CORNER IN THE MIDDLE of the page to check if someone is AVAILABLE. AND WE CAN TELL YOU NOW JUST TO SAVE TIME NO ONE MONITOR S IT SO YOUR CHANCES ARE RATHER SLIM.


You can also get in touch by emailing
WHICH IS THE BEST WAY FOR US AS WE NEVER REPLY TO EMAILS TO BE HONEST. JUST CARNT BE BOTHERED OR CARE


centres are open Monday to Friday 8.30am until 8.31 am and 8.30 am until 8.31 AM on a Saturday.



Stage five?
We are not realy working to resolve your issue
We won't aim to resolve any issues as quickly as possible like all the other stuped supplyers and if we can resolve your issue straight away we’ll assign your complaint to a specialist complaint handler. Who as per are company policy must find a way to eather FLY OVER OR DRIVE ROUND YOUR PROBLEM

Your dedicated complaint handler will aim to PASS YOUR COMPLAINT ON TO ANTHER MEMBER OF STAFF SO THAY CAN PASS IT ON TOO THE TRAFFIC WARDEN ON THER WAY HOME IN THE END NO ONE HAS A CLUE WHATS GOING ON They will NOT BOTHER TO keep you informed of progress IF ANY until we fully FINISHED CHATING ABOUT THE WEEKED WE HAD AND FINALLY GOT TO 8.31 PM YEEAA HOME TIME



Stage NINE?
Escalate your complaint to our Customer Service DIRECTOR WHO IS A TOTAL WAIST OF TIME SHE WILL NEVER REPLY TO ANY CUSTOMERS WHO JUST WANT TO WINGE AT HER SHE HAS A LOT ON HER PLATE AT THE MOMENT WITH COVID-19 AND HAVEING TO STAY AT HOME
To have reached this stage you will have already told us about your issue and have a complaint with us.

If this is not the case please tell us about your issue via Stage TEN? of our complaints’ process where you can get in TOUCH. DID WE SAY THIS ONCE???

If you are at this stage and feel your complaint is not resolved to your satisfaction you can escalate your issue to our Director Support Team by completing a short form below. 191 PAGE We aim to respond within 1-2 YEARS.

You will be required to provide your complaint reference number, which can be found on any of the correspondence from us regarding your COMPLAINT. GOOD LOOK WITH THAT AS YOU WON'T HAVE ANY CORRESPONDENCE FROM US ERRR HELLO DO WE LOOK DAFT ENUFF TO SEND THAT TO YOU


Need Help?
If you need to get in touch with us about your complaint at any stage of our complaints process SIX.. FIVE. OR ELEVENTEEN the fastest way to do so is to chat to us. Click on the chat icon in the bottom LEFT hand CORNER IN THE MIDDLE of the page to check if someone is available.
BUT WE HAVE ALREALY TOLD YOU THERE WON'T BE
For more detailed information on how we will handle yo WOWWW ITS 831 SEEE YAAAAA BYYYYEEE GOOD LOOK 😭

posted by GOM2 | 2 months ago
Re: About 3 months with SP, so far I'm not impressed
I am still waiting, today 17 March, for the credit to be shown on my Scottish Power account

posted by GOM2 | A month ago
Re: About 3 months with SP, so far I'm not impressed
I am still waiting on 10th April for my credit of £125.31 to be shown on my Scottish Power account in spite of an email telling me that it would show on my next payment. It has not and trying to contact Customer Services is hopeless.