Have been switched from Extra Energy and for the last 3 months have phoned to set up a direct debit on Scottish Power request and for the 3rd month running they have failed to debit my account - have checked bank details and date of payments and they are correct it is just a complete failure by Scottish Power - just tried to phone agin and again cut off cos you are too busy which is hardly suprising.
Same here. ex-Extra Energy (spoke to them in November - no mention of buy-out!), finally after multiple LONG calls (and SP asured me I wont be lumped with a total bill) - have access to account, and been billed quarterly as everyone else, with no way to change to Direct Debit unless i switch tarriff. I would have switched as they told me my current Basic runs till May and hten ill have to switch anyway, but where is the guarantee that after that I'll get the luxury of DD !!?
I am logging a complaint, to adjust their service improvement of 17% since Oct18 !!! I'd like to see how they magic'd these figures ! they actually have 8 weeks to resolve any complaint and then it can go to the energy ombudsman service.
to be heard you need to yell louder
I am disgusted!! I am an EX extra energy customer. I was told my DD details hadnt been transferred from extra energy and that Scottish Power had been trying to contact me to update them. My contact details havent changed for years so not sure why they couldnt get me or write to me???? I am now in debt and I cannot set up a DD and I cannot get through on the phone. Now being threatened by Baliffs. All I want to do is set up a DD. How hard can this be????
Absolutely diabolical customer service. On the phone for minimum 40 minutes then get cut off. They say I will have to go on cash payments as my direct debit was cancelled. Not by me!!!!!!! Use another provider for decent customer service.
I have realised it is impossible to set up a DD with Scottish Power if you just want to add it to your existing tariff. There is not even an FAQ which tells you how to do it. Clearly no-one at SP has tried to navigate their own website. Extra Energy were far better. SP offer the worst customer experience for a power company I have ever come across. I guess the only way to get one set up is to not pay the bill and wait for them to call. I also paid a bill of £121 6 weeks ago and it still showing as outstanding. Have told them at least half a dozen times and given them all the details of the payment. Appalling service!