I agree with everyone who says how difficult Scottish Power are to contact - in any manner. I tried phoning a few days ago and chose their option to call me back (as I had already tried hanging on to no effect). When they did call back I I was simply added to the 'hanging on' queue.
I then tried emailing them - I had eventually found an email address on a previous visit to their web site - and have had no answer at all to date, even though it is well past their target time of 7 days, which is not a very good time scale anyway.
My initial problem was that they had (again) said that they were increasing my Direct Debit amount on my latest bill at the start of February 2019 and I keep trying to explain that I pay a fixed amount each month which means during winter months I may not have enough in my account to cover all bills but that this evens itself out during the summer months. That is the whole point of paying like that!! I managed to get this corrected at the time of my last bill. And then I find on my bank account that they have not increased my Direct Debit amount after all - but as that may only be because their decision to increase my monthly payment was not made in time for my most recent payment I wish to contact them again to make sure they do not increase my payment in March 2019.
And I hate those Web Chat things. For one thing they seem to take ages to answer just a simple question (half an hour or more sometimes) and judging from some of the answers I have received (on other Web Chat sites) I am sure I have been communicating with a machine and not a person. So I do not use them any more.
I will certainly be considering another supplier when my offer period with Scottish Power ends.
I would also like to add that when I tried to change my Direct Debit payment myself on the web site, it was willing to do so, but only if I paid a certain additional amount as a one-off payment first!! Not good enough. Pease see my earlier post of a few minutes ago to understand why.
I cant get through to anyone to renew my tarrif. If no one calls me back. I will simply switch. Its easier to switch.
I will leave it to scottish power to decide if they want my buisness or not.
I'd like to share my experience with contacting Scottish Power. After many months of trying to sort out the errors they had made with my new account, by calling and using the chat system, both of which are completely useless due to the lack of consistency in the competence of the advisors, I finally found the Complaint Procedure https://community.scottishpower.co.uk/t5/Complaints/ScottishPower-Complaints/ta-p/37and an e-mail address: firstname.lastname@example.org via which I was able to explain my problem. The answer was not very satisfactory, but I did manage to get a Complaint Reference Number in order to fill in the form (Stage 3) and file my complaint that way. It was referred to the Customer Service Director who actually got back to me and, although it took over an hour on the phone, sorted all the problems out.
So don't lose hope, There are some people working for SP who are allowed to use their heads rather than follow instructions by rote, and actually get things done!
I have just read your piece and I too have had a great deal of trouble contacting Scottish Power. I have been trying to contact them since November and since I have a free day, I have been trying again. I wrote to them on 26th January to the St Vincent address and I still await a reply. I E-mailed them today and received the usual reply !!! 5 working days. I have colated all the problems trying to contact SP and I am getting ready to discuss all the whole saga with OFGEM and thereafter with my member of Parliament. I wonder if that might spur them on to give me a response.
Latest update from the person who originally raised this moan! I had an email reply from someone supposedly from Scottish Power but as I never sent any further emails to them then I can only think someone picked up my moan on the Community site - or Scottish Power have a hacker they don't know about, and so do I.
I have since had two emails giving contradictory information - one to say that they have amended details so that I will continue to pay the amount I have been paying each month since I joined Scottish Power and a second one a day later to say they will not change the amount back to what it was until April 2019!! And they want meter readings again only one month after I have had a quarterly bill. Am I living in an alternate universe or something?
I am starting to think I might switch suppliers yet again before my discounted introductory period ends and to hell with the termination costs!! It might actually be cheaper in the long run as well as less trying on my stress levels.