Scottish Power Customer Service Issues

After 7 months, I have clarity on the gas leak near the oven not falling under your responsibility. However, assistance with the landlord's negligence would greatly be appreciated. The technician indicated another possible leak near the meter, but it's unclear if it was before or after. Despite raising concerns about gas issues back in March [redacted], it took until September for a check, putting my family at risk. A resolution involving merely £60 and an apology letter seems inadequate given the circumstances. I urge you to reflect on the situation, show empathy, and consider adjusting my debt to address this matter effectively. Sharing the latest readings as of 28 May [redacted]: gas 6,[redacted] and electricity 7,[redacted]. Hoping for a thoughtful response. Best regards, Stefano B.

I am experiencing a delay in my new mortgage application due to a debt listed incorrectly on my Experian credit report. The debt of £1,[redacted] is linked to a different flat address where I have never lived, not my previous address at Flat 8 Priory Gardens, Hall Green, Birmingham, B28 0TQ. This error is causing a problem with my mortgage process, and I require the incorrect information to be promptly removed from my credit report. I have always managed my accounts well with no debts during my 11 years at Flat 8. I currently reside at a new address and need this issue resolved quickly for my mortgage application with HSBC. Please contact me via email or phone to confirm the removal of this error to avoid further escalation. Thank you. Christian A. Halford

Hello, yesterday £[redacted] was deducted from my account, but I've been paying £73 monthly since December as per our agreement. After speaking with a representative, they advised me to contact the bank to reverse the charge. I have done that, but now my regular £73 payment to you hasn't been processed. The bank representative mentioned freezing my account for a month and reassessing it later. I am uncertain if this means I skip this month's payment and pay double next month. Being a single parent, I cannot afford a doubled payment next month. I can only manage the agreed £73 monthly payment. Could someone clarify what steps to take next? I hope to avoid accumulating debt due to this error. Thank you.

Good afternoon, I am writing to seek clarification regarding the inconsistencies in my account. Initially, it was agreed that £90.00 would be debited each month, but starting in April, the amounts have varied. In April, May, and June, £[redacted].19 was debited monthly, and in July, £76.36 was debited. Currently, my account shows a debit balance of -£[redacted]. As a pensioner with health concerns, it is crucial for me to have a predictable monthly budget. I kindly request clarification on the regular debit amount you intend to charge my account moving forward. Regards, E. Griffiths

I have made multiple calls to ScottishPower yesterday, enduring long wait times each time. I was assured of a return call, causing me to cancel an important appointment, but I never received one. My name is Ursula Soames, residing at 42 Pen-y-dre, SA11 3HD. I am currently assisting a vulnerable neighbor, Peter Seymour, born on 26/12/[redacted], living at 28 Pen-y-dre, SA11 3HD. Peter lacks a phone and computer. He has been without electricity for nearly 3 weeks due to issues with his key. As a result, he has been deprived of warm meals, drinks, and access to television or radio. With his gas supply being cut off, this situation is even more concerning with winter approaching. There is no local Citizens Advice Bureau (CAB) available for assistance. I am considering reaching out to the local newspaper to bring attention to this urgent matter. Please advise on the next steps promptly. Thank you for your attention. Best regards, Ursula Soames

I am interested in changing suppliers because Scottish Power is not offering me the best tariff available as a new customer. They have prevented me from switching twice, citing owed money as an excuse without considering my recent direct debit payments that always leave me in credit. I see this as a deliberate tactic to prevent switching, which goes against Ofgem regulations. I am frustrated by the lack of customer service through online chat, phone calls, or email. While I acknowledge the impact of COVID on working practices, the inability to contact them is unacceptable. This situation may be inflating their satisfaction rating, which is concerning.

I have been trying to reach out to you via email since June 20 regarding the property at 8 Lapal Manor Court, 70 Lye Close, B32 3QS, with Account Number: 1[redacted] [redacted]. I have provided details on the property purchase date, tenant movements, meter readings, lease agreements, and new tenant information. Despite multiple attempts to communicate, bills are still being received without the necessary updates on the previous tenant responsible for them. My efforts to resolve this by calling Customer Services have been futile, as there has been no progress or update made as reflected in the call recordings. I feel the need to escalate this matter to the manager to ensure a prompt resolution. This has been ongoing for almost 5 months, and I am eager to have it resolved. Please advise on the next steps to reach the manager for assistance on this issue.

I am Steven M., residing at 24 Peel Street, Dukinfield, Cheshire, SK16 4XJ. I encountered an issue with Scottish Power deducting £[redacted] from my bank account. I initiated an account with them a couple of months back, exact date unknown, while still being a customer of EDF Energy. Despite setting up a direct debit with Scottish Power for £41 per month scheduled to commence in November, I changed my decision before this date. I promptly contacted Scottish Power, expressing my decision to opt for another energy company instead. Despite my request to cancel, a representative acknowledged my decision but failed to act upon it. As a result, they deducted the agreed amount even though I am now with a different energy provider. I demand the refund of the deducted money; otherwise, I will pursue legal recourse. Thank you.

I am in need of an advance credit for my gas meter as I am running low on electric, which is expected to run out by Thursday evening. Due to poor insulation and lack of sufficient radiators, my house is always cold, and I can only use a kettle for hot water. I am seeking a contact number accessible from mobile devices as [redacted] numbers may not work. I am unsure of the standard weekly charges for gas and electric meters without usage and the unit costs after emergency credits are depleted. My gas meter currently shows an emergency credit used and a debt of £2.46. Unfortunately, I cannot make calls as my pay monthly mobile phone and house phone are not accessible at the moment.

Dear Sirs, I have previously tried to contact you without a response. Please note my address: 32 Hamiltonhill Gardens, Glasgow, G22 5PR. I have noticed that you have been deducting two amounts monthly from my bank account. The first is £54+ and the second is £24.50, supposedly for insurance for my cooker, fridge-freezer, and washing machine. However, these items have been insured with "D & G" since I purchased my house 3 and a half years ago. I have canceled the Direct Debit of £24.50 in your favor and request a refund of all the £24.50 deducted monthly over the past 3 and a half years. I anticipate a prompt return of the funds to my bank account or via a mailed check. Best regards, Joseph M.

Dear Sirs, I reached out days ago but have not received a response yet. I reside at 32 Hamiltonhill Gardens, Glasgow G22 5PR. Under your services, there have been two monthly deductions from my bank account for years. The first amount is £54+ and the second, currently at £24.50, seems to be designated for insurance covering my cooker, fridge-freezer, and washing machine. These appliances are actually insured with "D & G" since I purchased the house three and a half years ago. Consequently, I have ceased the monthly Direct Debit of £24.50 to you. I kindly request the return of all £24.50 deductions made from my account over the last 3.5 years. An expedited refund to my bank account or by check would be appreciated. Best regards to all at "Scottish Power." Sincerely, Joseph M.

I became a new customer in October through a Scottish Power account from Uswitch. I have been struggling to reach a real person at Scottish Power to discuss account matters. Despite numerous attempts, the automated system disconnects calls after an hour of waiting. It's frustrating and time-consuming. I urgently require assistance and hope to speak with someone regarding my account. If possible, kindly contact me after 4.00 p.m. at [redacted] [redacted] [redacted].

I received the meter readings for ac [redacted]2 on 29/9/20 as day [redacted] and night [redacted]. However, the readings were reversed, with the higher figure being for the day instead of night. I am unsure why this happened. I attempted to access my account, but encountered an error message without explanation. When trying to reset my password, I did not receive any response. I will provide the correct meter readings once I receive clarification. Thank you. -Terry Greenway

I would like to strongly suggest that you verify your information before sending further emails regarding this issue. I am extremely displeased with the situation. We were never customers of yours; however, we inherited a property that was previously using your services. Despite providing meter readings and making multiple phone calls, my concerns have been disregarded. For the record, the electric reading on the 3rd of December was [redacted] and the gas reading was [redacted]. We have decided to terminate our association with Scottish Power for both gas and electricity services. On the 9th of December, we made a payment of £36.65. I spoke with Jamie on the 24th of December, and he assured me that this matter would be resolved. The reference number is [redacted].

I was a Tonik Gas and Electric customer, and now that Scottish Power has taken over, I noticed discrepancies in my billing. Despite paying for dual supply by direct debit, I only received a statement for electricity, showing credit. I am uncertain about my gas supply and have tried to contact customer service with no success. I expect to receive statements for both gas and electricity, as per my previous dual fuel arrangement. Frustrated by the lack of communication and access to my account, I am considering switching to a more reliable provider. I anticipate a prompt response to address these issues. Thank you, Johnny R.

I purchased a flat in April and installed a new gas central heating system on 06.04.[redacted]. In July, a tenant moved in and is using a prepayment meter, but they are paying too much for energy. I have contacted Scottish Power multiple times about this issue but have not received any assistance. Initially, I requested to have the prepayment meter removed and was advised to get a smart meter instead. However, after 8 months, I am still awaiting help. I recently found out that I am registered with 2 supplies on the national database due to electric storage heaters which were removed in April [redacted]. I need Scottish Power to update my information to show that I only require 1 MPAN by deactivating 1. I am unsure of where to find my account details to email them. The tenant has a prepayment top-up card, and I am not sure if the account number is on the card. My tenant needs to move out due to this unresolved issue, and I am afraid of losing my rental income. It is very frustrating dealing with Scottish Power as I have been on hold for a long time only to be cut off without speaking to anyone.

I was convinced to switch to Scottish Power from Shell just before Christmas by a persuasive salesperson. They promised a new smart meter to replace my old British Gas meter and assured me of good customer service and better rates compared to Shell. However, when I tried to inquire about the smart meter installation due to COVID-19 restrictions, I faced long wait times and unhelpful customer service from Scottish Power. Upon realizing they had not canceled my switch and I was told to pay an early termination fee by Shell, I attempted to contact Scottish Power with no success. They finally reached out after I canceled my direct debit, claiming I owe over £[redacted] due to estimated meter readings being off. Despite my emails requesting to return to Shell, I have not received a satisfactory response. I feel deceived by Scottish Power and need assistance in resolving this situation.

I recently switched my commercial meter and supply from Smartest Energy [redacted] to residential. After paying £[redacted].26 for the change, standing charge, and to clear any outstanding charges on the meter, I discovered they hadn't actually changed my supply to residential as requested. Instead, they mistakenly opened a commercial account, which I can't afford. Despite me asking for the MPAN number, they now insist on proof of residency for a residential supply, something they didn't request before taking my payment or when opening the commercial account. My husband and I are vulnerable, with him suffering from post-COVID symptoms, severe pain, and memory loss. Smartest Energy has been unresponsive to my inquiries about their complaints procedure. We are facing moving into our property on Feb 20th without essential utilities. I hope you can help us resolve this issue promptly. Thank you for assisting. Patricia B.

I recently had a helpful conversation about changing from EON, but we got disconnected, and I'm unsure about my status now. Can we please reconnect? Email me at [redacted] Address is 4 Scotby Grange Park Rd, Scotby, Carlisle. I struggled to reach a responsible person after being on the phone for 1 hour with the [redacted] number. I was close to not proceeding with the contract. I need a better experience moving forward. I have COPD and my meter is in a cellar, making it hard to read. Any assistance would be appreciated. - Bryan Mole

I received a call from someone claiming to be from Scottish Power, but they had my address wrong. I was uncomfortable with the call and ended it. I wanted to confirm if Scottish Power truly needed to contact me regarding my account closure. The call came from 0[redacted]. I attempted to contact customer services, waited for almost 3 hours for a callback, and was then placed on hold for an additional 15 minutes before being disconnected. This is not the first time this has occurred with this company. The issue remains unresolved, and after researching online, it seems to be some sort of scam or marketing ploy. Customer service is lacking, to say the least.