I'm 70, and live in sheltered accomodation. A friend of mine, Mary, moved into a private flat in Dec 2018. She cannot read or write, is disabled, and extremely vulnerable. When she moved in the only pre-payment cards were for the previous tenant, who owed £170 on the gas. Sher spent the first year or so without gas because she didn't understand how to solve the problem, and every time she tried to top up it took her money off her. Thats no gas, no heat, hot water or cooking. I found out last year and was contacting SP from July onwards, and its still not resolved now so we're moving to British Gas. After in excess of TWO HUNDRED EMAILS plus, multiple phone calls, three official complaints, and after SP had sent out replacement cards, there still, in 2021 today, £190 owing on the meter from the previous person, SP WILL NOT clear the meter, make appointments then don't show up. I put £10 on it last week and there was £3 left, and Scottish Power's answer, let her run out, call the emergency line, and we'll send someone out in 3 hrs. A few weeks ago she put £40 on the meter and £30 was taken out. THEY REFUSE TO ATTEND THE PROPERTY, and after 26 MONTHS STILL HAVE NOT RESOLVED THIS PROBLEM, and Mary, who's health is poor, is NOT ALLOWED EMERGENCY CREDIT for a bill SHE DOESN'T OWE. I've said before this is the ABSOLUTE WORST CUSTMER SERVICE for a VULNERABLE person I have ever witnessed in my life. If you stay with this lot and things aren't right, you only have yourselves to blame. Shocking in 2021 that they are happy to let people freeze, or not have hot running water.
I am a vuneralble person, I am on Scottish Powers priority list as I have a chrinic illness and severe mental health issues, due to my health I cannot work and have no choice but to rely on ESA and PIP.
Scottish Power treat people disgustingly, I had a direct debit set up for £80.00 a month and had done for a year, then suddenly Scottish Power decided to take that usual amount in January 2021 and a further £360.00 on the same day!! This left me in serious financial hardship, Then if that wasnt enough they did it to me again in March 2021, At this point I cancelled the direct debit with Scottish Power as I just can not afford for them to take my money like that and make me penniless for the month. I asked if i could pay by payment slips or a payment card as I didn't trust them with my bank details and money anymore and they said I couldn't do this and have to have direct debit, I then suggested that I would start to pay the £80.00 (plus an eatra £34 towards my debt) by logging into my online account each month, an adviser who I spoke to said this would be OK, However, I was then told by another advisor I could not do this and was taken off the tarrif I was on and put onto their expensive standard tarrif with no notice what so ever, I am now paying extremely high prices and Scottish Power will not allow me to change from this tarrif onto another cheaper fixed term one. I am so frustrated and disappointed with them and just want to pay my account off in full as soon as possible but I am finding this really hard as they charged me £261 just for 1 month!! £80 of that was for gas, I do not cook by gas and have not had my heating on, the other £184 for the electric is questionable too as there is just me, my young son and my partner in a 2 bed house for christ sake!! This price hike went up by around £150 in just one month as I was paying £114 per month!! My smart meter display only registered £57 electric and £11 gas for that month so what the hell happened I do not know, I am STILL waiting for a reply to my snotty email I sent to them!!
Scottish Power are rip off merchants and my advice to anyone would be to leave them as soon as you can and go to to another better company who know how to treat people and know how to work out your energy charges correctly.
@Calletjc Sorry to hear all that. Some things you should know, the standard variable rate tariff is the cheapest option right now because it is protected by the government price cap. Fuel is much more expensive than it used to be for everybody, there is a crisis nationally of fuel costs. Your account statement or bill should show you exactly what you owe, if you pay of the debt your monthly DD will drop. Your meter readings are from smart meters so they should be correct and you are probably not affected by estimated costs. I suspect that the sudden jump in DD was to start to reclaim the debt.