Scottish Power

1.00 stars

153 Reviews

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SAVE UP TO £537 ON YOUR ENERGY BILLS

Neil's complaint against Scottish Power

Neil Hannah

09/12/2015

[RESOLVED] - Witholding refund

Complaint against Scottish Power

I have been trying to close my account with Scottish Power, and it seems to be difficult. In fact, even making a complaint has been difficult, but more on that later. I moved out on October 31st, and entered actual readings on the 9th November. When I didn't receive my refund on the 18th November, I called Scottish Power again. I was told that the readings had erroneously been taken as 'estimates' and that now the chap I had spoken to had corrected the issue, and I would receive my refund within 5 - 7 days. When this didn't happen I called again today to be told that: 1) My readings were classed as estimates 2) I should have been told 14 days for a refund 3) I will now have to start the waiting period for a refund (14 days) again. I am now assured that there will be cheque on the way... 'Cheque's in the post' so to speak. If the cheque takes 14 days, It will be December 9th. I do not find it acceptable for them to hold on to my money (£362.81) for a month after I closed my account. When I asked to speak to a supervisor on 25th Nov, I was asked why. This is a reasonable question, so I explained to above. I was polite, and courteous throughout. The lady apparently did not want to put me through, so after the requisite apologies, I got fed up, and thanked her for her time. I appreciate that she may be following the training, but for the first time in my life, I got a picture of why people get angry on the phone - Scottish Power are holding on to my money, and when I ask to complain, I am being denied. I am not a rude person, but I was on the verge of being very rude and abrupt with this lady. I took a deep breath however, and decided to write this to you instead. Having worked in customer services myself for a while, I expected their question to me would be 'what would you like to happen?' - the answer to this is simple, I wanted a cheque for £362.81 arriving on my doorstep on Saturday 28th November. If this was unachievable, then I left it to their discretion for what you think would be a reasonable response. I mailed most of the above to them on 25th November, only to get a ridiculously bad response (below): "Dear Mr Hannah Thank you for your recent e-mail regarding your energy account xxxxxxxxx (deleted by me). Firstly I would like to apologise as we will require 5 working days to be able to bill your account. I have encountered an invoicing error on your account which will take a little longer for us to resolve. My colleague will fully investigate the issue and resolve the matter to your satisfaction, in the meantime please be assured that you do not need to take any further action regarding your account and we will contact you to confirm completion or to provide an update if we require longer to work on your account. Once the account will be billed we will raise your refund. If you have any further questions, you can use our online help facility 24 hours a day by visiting www.scottishpower.co.uk/contactus At ScottishPower, we’re trying to make energy a bit less complicated. As part of this, we’ve revised the design of our domestic bill to make it simpler and clearer. You can access a short ‘Your bill explained’ video online at https://www.scottishpower.co.uk/customer-services/bills-payments/bill-explained and we’ve also created an accompanying Important Information leaflet which in addition also contains guidance on where to get impartial advice, what to do if you are moving home and on our complaints process.   I trust that the above meets with your satisfaction. If you require further assistance please visit our website at www.scottishpower.co.uk alternatively you can contact us by telephone it's free from BT landlines on 0800 0270 072. We're open from 8:00am to 10:00pm Monday to Friday and 8:30am to 6:00pm Saturday. If you are calling from abroad telephone 00(+)44 141 614 0000." I left it for the 5 working days (as requested), and received nothing. So I complained again, on 3rd December. Please see my complaint, verbatim: "Dear Scottish Power, In an unsurprising turn of events, you have once again failed to do what you promised. Not only have you failed to address most of my points (which I will number for ease), but you have also failed to pay me my own money again. To reiterate: 1) I moved out on October 31st, and entered actual readings on the 9th November. When I didn't receive my refund on the 18th November, I called Scottish Power again. I was told that the readings had erroneously been taken as 'estimates' and that now the chap I had spoken to had corrected the issue, and I would receive my refund within 5 - 7 days. This did not happen. 2) When this didn't happen I called again today to be told that: a) My readings were classed as estimates b) I should have been told 14 days for a refund c) I will now have to start the waiting period for a refund (14 days) again. In this clear case of your error, I would expect a degree of compensation for my time and annoyance. 3) I am now assured that there will be cheque on the way... 'Cheque's in the post' so to speak. If the cheque takes 14 days, It will be December 9th. I do not find it acceptable for you to continue to hold on to my money (£362.81) for a month after I closed my account. 4) When I asked to speak to a supervisor the last time I called, I was asked why. This is a reasonable question, so I explained to above. I was polite, and courteous throughout. The lady apparently did not want to put me through, so after the requisite apologies, I got fed up, and thanked her for her time. If I ask to speak to a supervisor, I would like to be put through. I apologise if this sounds arrogant, but If I ask for a manager in a supermarket or restaurant, I don't get placatory apologies, I would expect to see the manager. I appreciate that she may be following the training, but for the first time in my life, I got a picture of why people get angry on the phone - Scottish Power are holding on to my money, and when I ask to complain, I am being denied. I am not a rude person, but I was on the verge of being very rude and abrupt with this lady. I took a deep breath however, and decided to write this to you instead. Is this an acceptable response to a reasonable request by myself? I will request an escalation again. 5) Having worked in customer services myself for a while, I would like to hope that your question to me would be 'what would you like to happen?' - the answer to this is simple, I would like a cheque for £362.81 arriving on my doorstep by Saturday 28th November. If this is unachievable (I don't think it is, even if you post it second class tomorrow, Royal Mail are more than capable of delivering) then I leave it to your discretion for what you think would be a reasonable response. You have offered a reasonable response, which I was happy to compromise to. Evidently, my E-mail was not very clear, as the cut and paste garbage received below answers only one of my complaints - that I would receive my money in 5 working days time. As it turns out, I have been mislead again. My money has not appeared in my account from Scottish Power, despite the explicit assurance of "we will contact you to confirm completion or to provide an update if we require longer to work on your account." This is absolutely unacceptable. I am now at 25 days since closing my account, and I have seen no sign of you returning my money. Again, this sum is over £350, so I am beyond agitated now. I have followed every instruction you have given me to - Do I have to contact OFGEM or the small claims court to access my own money? Please escalate this to a person capable of responding and resolving my query. The below is not appropriate as far as I'm concerned." I got the standard auto response (we will respond within about 5 working days blah blah), and got no further response. So I called again today, to be told that my account hadn't been refunded as the readings were estimates, and the previous people who have made notes on my account did it wrong, so I have to wait 14 working days for a cheque. I told them that this was not acceptable, and asked for an escalation. The customer care team were unavailable. The manager was unavailable. So I have been promised a call back in 3 - 5 working days. I am on the verge of calling back every couple of hours to express my anger, but thought I'd try a more productive approach, and contact you.

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Scottish Power resolved this complaint

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Neil Hannah | | VERIFIED

After shaming them on Twitter (including @ofgem) I got a response.
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