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THE ABSOLUTE WORST EVER CUSTOMER SERVICE, ABYSMAL PERFORMANCE

posted by MaryByrne10 | 6 months ago

What a shockingly poor service.  I have been attempting to help a dyslexic woman who is disabled and has COPD, she cannot read or write, and certainly cannot use a computer. The first thing after being without gas (heating and hot water) for 18 months, was to send her a bill for £170 from the previous occupant.  They NEVER get the address right, its impossible to talk to anyone on chat that isn't based in the far east, and I've complained to SP on four different occasions, but they say they don't recognize the account but keep taking money off her for the power received. Honestly,  I would not recommend this lot and will get her to move to another supplier the sooner the better. And yesterday they sent her a text, even though her account they say, doesn't exist, asking how we thought their performance was.  Offgem knows what we think.

IF YOU CAN,  leave Scottish Power TODAY

 

21 comments

Top answer

posted by MaryByrne10 | 6 months ago
Re: THE ABSOLUTE WORST EVER CUSTOMER SERVICE, ABYSMAL PERFORMANCE
Cannot get into chat, phone was cut off from their end without talking to anyone. If this is how they treat someone on their 'Priority Services Register' god help others.

posted by SusanFedUp | 6 months ago
Dangerous to mental health for vulnerable adults

moved into propery on 17 Nov 2020 temporarily escaping domestic abuse.  Disabled lady living along and on home oxygen.  Registered as a vulnerable user on priority services register.  

Moved in I signed up for a one year on line fixed save for both gas and electricity.  I wanted to and was eligible to claim the home warm discount but I could not do this until my account became live. I made you aware of this fact in December when my account was still not live.

From the start you have continually made a complete and utter mess of my account.  Making many mistakes one after the other.   It took until the beginning of February to actually get me registered on your system for electricity and I am now on the wrong tariff.  I have now missed out on the warm home discount.

I have been unable to put through gas and electricity readings because I have had no electricity account to do so and because you have the wrong gas meter reading from when I moved in and that reading was low it will not allow me to put through correct readings because it appears I have used thousands of pounds of electricity.  You are aware I am on the wrong tariff cannot take my readings and produce a bill.  Whatever energy I am using I have no control of because I cannot pay for it.  You are now sending me reminders to pay my bills which are on the wrong tariff, wrong meter readings and I have no account!

You have now promised me four call backs that have not been made.  I have spent over 5 hours on the phone. One of which on speaking to a woman I was in complete distress, sobbing and told her I was overwhelmed by it all.  I told her my circumstances of being abused and she promised to ring me back on a date and time which she did not.  The next call I made a complaint and was promised another call back today at 8 a.m - 9 a.m.  Nothing!  It is an absolutely shameful way to treat people.  I am thoroughly ashamed for the lady who I was forced through desperation to tell her my circumstances,  and all Scottish Power people I have spoke to that you can treat a vulnerable person this way. 

After raising a complaint I was yet again promised a call back today between 8 a.m. and 9 a.m. explaining all of the above and yet again after being promised, reassured this has not happened.  I am absolutely disgusted in this.

I  want my correct meter readings put through immediately .  I want my bills produced for gas and electricity on the correct tariffs.  I want my accounts for electricity and gas cancelling immediately. I will pay the final bills and I want no charge adding for cancelling these accounts.

 

posted by scotty2124 | 6 months ago
Re: THE ABSOLUTE WORST EVER CUSTOMER SERVICE, ABYSMAL PERFORMANCE
Thay are no better than isis thay make my S. H. I. T itch why are thay allowed to get away with it I've took screen shots evey day for the last five mths I have no meters that I can read there both blank screens every time I book for an engineer thay cancel the day before. Plus when the usage was not working all weekend thay say was for maintenance I thort yea I no wot ur upto scumbags so I turned off my gas and elec for 4 days went round with a torch and a sleeping bag and according to these Sharletoms Sharletoms I used £11gas and £9 elec well ill tell u on thing I will never pay you one more penny ill go to prison first do wot you like send who you wish the way you treat and Rob these poor peaple and myself your the ones that should be going to prison Iam not going to wast my time talking to you (I DON'T SPEAK YOUR LANGUAGE IAM NOT FROM YOUR PLANET)

posted by allanpj999 | 6 months ago
Re: THE ABSOLUTE WORST EVER CUSTOMER SERVICE, ABYSMAL PERFORMANCE
How have this company been selected to replace Yorkshire Energy with such an appalling record of customer service?
They have not responded to any of my contacts........
My account will not let me put in meter readings and the choices of other tariffs would see my monthly bill being doubled!
Will be leaving asap

posted by Abuzakiya | 6 months ago
Re: THE ABSOLUTE WORST EVER CUSTOMER SERVICE, ABYSMAL PERFORMANCE
I just tried to call them, chat to them and tried to log on to give my meter readings but could not get through to them!
Had I known they were getting this sort of reviews I wouldn't have bothered with them.
Where is OFGEM? Are they not seeing this??

posted by Sandrat | 6 months ago
Re: THE ABSOLUTE WORST EVER CUSTOMER SERVICE, ABYSMAL PERFORMANCE

OMG is it me, I have spent hours today phoning Customer Service. Still not got through. I cant log onto my acct, it says email address is wrong and doesn't like my password. FRUSTRATED is not the best word, I could wring someones neck if necessary.  What type of company is this ,clearly dont want the business.

posted by scotty2124 | 6 months ago
Re: THE ABSOLUTE WORST EVER CUSTOMER SERVICE, ABYSMAL PERFORMANCE
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 Silverdel | 6 months ago
Re: Dangerous to mental health for vulnerable adults
As a fellow person who has mental health issues, I do have empathy for you, there is nothing worse than being promised contact and that contact not been made. The anticipation of someone making contact is akin to someone showing they care perhaps understand you and your situation, to have that anticipation dashed is devastating, it is time ALL transgressors were called out, named and shamed.

posted by scotty2124 | 6 months ago
Re: THE ABSOLUTE WORST EVER CUSTOMER SERVICE, ABYSMAL PERFORMANCE
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 😭