Today I need to talk about a joke of a company called Scottish Power.
Scottish Power provide me with my gas supply, but as we all know I do not use any gas and have not done since February 2013 (11 months ago). As I have a £0 standing charge tariff this was not a problem.
In October 2013 I was told I would need to pay via direct debit to be given £0 standing charge and as such we agreed I would pay £5 per month via Direct Debit. Then after 6 months (or 12 months) I would be sent the £5’s back as a refund.
I was fine with this and everything was going well till Christmas Day (25th Dec) I was sent a bill for £2.19. I thought this must just be a error. So left it a few days then called up (using a freephone number) Scottish Power as their Twitter support is awful. In the end I spoke to a women called Jenny. She admitted the £0 standing charge tariff I was on has been removed and no-one told me. However she said she would cancel the £2.19 bill and refund the £10.17 back into my bank account. (My account was £10.17 in credit due to £5 November and £5 December, plus £0.17p credit for paying via Direct Debit).
The following day I phoned my contact at Ebcio/SSE and agreed they would take over my supply again as they still have £0 standing charges (This takes around 4-6 weeks to change over).
On the 2nd January 2014 I was sent ANOTHER bill, this time for £18.18. This is shocking, 18 quid for less than 1 month of standing charges. I phoned up, asked for a call back from Jenny but this call back never came. I again tweeted and was blanked by Martin from Scottish Power.
I then spent the last 2 and a bit weeks trying to speak to Jenny, but got nothing till yesterday where she e-mailed me out of the blue. No phone call, just a e-mail that you can read below (click to enlarge the image)
So as you can see we now have a number of problems:
1) She blanked my request for a phone call back.
2) She said “there has been some gas usage between your last bill we discussed and this account.”, This is nothing but a lie. My gas is turned off, no gas at all has been used. No idea why you needed to lie about this Ms Jenny Henderson.
3) She said “I have not raised a refund for the £10.17 as you would then have to make a payment to us to clear the current balance.” This means that even tho Jenny Henderson said she would refund £10.17, she has now changed her mind and this is down to that very strange bill on the 2nd January.
4) It’s clear with all Jenny’s lying this is why she refused to phone me up. Maybe she was scared to speak to me?
Anyway, next I took to Twitter. Knowing full well Martin would blank me. I still went on my rant as below.
So yep, I was blanked by Scottish Power and Martin just like I thought. But the rant carried on…
Then as soon as Which? replied I had a phone call……….from Martin!!!! He said sorry for the 1 hour phone call only to be cut off. He also said sorry for the £10.17 refund not happening, but nothing was said about why Jenny lied. I did read the e-mail to him. However I can’t remember his reply. He asked me what I wanted and I was very honest “I would like a dead-lock letter so I can go to the energy ombudsman or we can agree some goodwill as I will be gone and back with Ebico in a few weeks.” We agreed £50, plus the £10.17. so a total of £67.17 for jenny lying and the 1 hour phone call cutting off. As I have lost all the trust i had in Scottish Power I did ask for a e-mail as proof from Martin and you can read this below.
So yep, all in all one stressful day, but thanks to Twitter and Which? I won my complaint!
Update: A ScottishPower spokesman had the following to say:
“We are sorry for any inconvenience caused by recent errors on Mr Beaumont’s account. By way of an apology and as a gesture of goodwill we have already credited Mr Beaumont’s account with £50 as agreed with our agent, Martin on 20th January and we now consider this matter closed.”
Till next time,