Scottish Power Customer Service Issues

I am writing because I am struggling to afford a bill due by June 4th. I have two outstanding bills, one from March 7th to May 21st, [redacted] for £1,[redacted].04, and another from November 25th, [redacted] to May 21st, [redacted] for £1,[redacted].08. Despite seeking help from the National Debt Phone line and negotiating a reduced amount, I am unable to pay the full sum at once. I plan to make a payment of £[redacted] on June 5th as I am currently relying on benefits until then. I am looking to pay off the remaining balance and any ongoing charges as soon as I can. My Scottish Power Hardship Fund number is [redacted] or [redacted]0. I am committed to clearing this debt and find it more manageable to pay smaller amounts over an extended period. Thank you. - R.M.

Dear Sir/Madam, I am writing to address some incorrect details in my accounts that need correction. I have tried reaching out to your call center multiple times with no resolution so far. I receive my electricity and gas supply from Scottish Power. The accurate details are as follows: James Woolf 12 Denewood Road, London N6 4AJ The electricity meter at this address has the serial number IS10K91036. Currently, there are 3 accounts in my name, but only 2 belong to me: 1. Account 1[redacted] [redacted] – This is my correct electricity account. However, it shows as 12A Denewood Road instead of 12 due to a database error that was supposed to be corrected but remains unresolved. 2. Account 1[redacted] [redacted] – This is my correct gas account and is registered to the right address. 3. Account 1[redacted] [redacted] – This is my neighbor's (12A Denewood Road) electricity account mistakenly set up under my name. I have been receiving demands for this account and urgently request this error to be rectified. The confusion has escalated as I tried to schedule a smart meter installation appointment. I have confirmed the appointment with Actavo for the afternoon of 7th Sept but keep receiving reminders for a prior canceled appointment on 24th August. Please update me on when this matter will be resolved as it has been quite inconvenient. Thank you, James Woolf

I submitted my meter readings over the phone, but it was not accepted, possibly due to an error in the previous reading. The current gas reading is lower, and I have a photo as proof. I learned that I needed to email the photo of the meter reading to the customer service email address. However, this was overlooked, and I received another bill with the incorrect gas reading. After providing all the details once more via live chat, I was advised to send the photo to the chat email address. I have completed this step and also called in to provide the details again. Now, I will have to wait and see how this situation will be resolved.

On September 17, [redacted], I moved into flat 3A at Stoke Road, ME3 9BE, situated above shop 3 Stoke Road. Previously, there was a combined gas supply, which has now been divided. On September 19, [redacted], I called to provide meter readings for the gas supplied by Scottish Power and establish a new account as the new owner of the flat. Initially, I was informed that Scottish Power did not serve the property, but upon calling again, I was told they do supply gas but do not recognize the address 3A. The advisor could not resolve the issue and assigned me reference number [redacted], indicating someone would reach out to me. I am eager for an update on this matter promptly; otherwise, I may need to seek an alternative supplier. Your quick response is appreciated. Miss S Mathias

I requested a new key from one of your employees a few months ago and still have not received it despite them promising to send it. Now my key is not accepting any top-ups, even after attempting to add £10. With only £1.50 in emergency credit, it is urgent. Please follow up on the previous employee's oversight so I am not left in this difficult situation. Emailing is ineffective; I require contact through my mobile at [redacted]0. If not resolved within the next hour, I am considering switching to British Gas.

Hi, I have been unable to reach you by phone, so I am sending over our latest meter reading via email. As of today, 28/11/18, the reading is [redacted]. If you need to discuss any other matters, please feel free to contact me at the number provided, Monday to Wednesday. I am considering switching to a new fixed tariff if it is competitive. This account pertains to a currently vacant property that we are planning to rent out soon. I am unsure about the process for setting up a new agreement in this situation. Thank you. Best regards, Iola E. Hadlow Edwards Wealth Management Ltd Principal Partner Practice of St. James's Place Wealth Management The Old Brewery Central Road Wrexham LL13 7SU Tel: 01[redacted]11

I used to be an Extra Energy customer until October of this year. I received my final bill and was informed of a credit on my account amounting to £80.42, which was supposed to be refunded into my bank account on 27/11. Unfortunately, due to the company going into receivership, I did not receive the money. Today, I spoke to a representative who incorrectly stated that my new company was responsible for the repayment. It is actually Scottish Power who should handle this refund, as confirmed by Ofgem. My Extra Energy account number is [redacted]7. I am requesting prompt action for my refund and would appreciate if your staff are properly informed on the correct procedures for such accounts. The representative I spoke to lacked knowledge and had to seek advice repeatedly, which was disappointing. For further communication, please email or call at [redacted]. My address is 34 Dene Road, Cottingham HU16 5PJ. Regards, J. P.

I am looking to finalize this matter and request guidance on the refund process. I have paid £[redacted].51 within the past year for an empty property that has now been sold. I believe a significant refund is in order. Hello, I want to thank you for getting in touch with extraenergy. I apologize for the delay in our response. I have closed your account and generated a final bill based on the meter readings you provided. Can you please verify your bank details so we can process the refund? For further assistance, please contact our Customer Care team at 0[redacted]. Kind Regards, Fiona Customer Service Department Regarding the property at 23 MOORGREEN, NEWTHORPE, NOTTS NG16 2FD: As of today, it has been sold to Mr. Smith & Miss Lori Berry. Kindly update the account accordingly. Thank you, Peter Hickling (Executor of Mr Barry Hickling)

I was previously in touch with Extra Energy, and we agreed on a monthly payment of £84 back in November. I'm currently in Benidorm, Spain for 6 months and requested all communications to be sent via email to [redacted] However, I haven't received any emails nor has any money been deducted from my bank account. Despite being promised updated information via chat last week, I have yet to receive any details. I'm concerned about large unexpected withdrawals from my account. My name is Anthony Allen, and I live at 59 Tilbrook Drive, Shrewsbury SY1 2TT. I would appreciate it if you could promptly reach out to me via email to address this issue.

Hello, I am a previous customer of Extra Energy. I was in the process of switching to another supplier when they ceased trading. My account number was [redacted]. I had a credit balance of £[redacted] and was anticipating that my final bill would be settled, allowing the credit to be refunded to my bank account. I have a balance sheet from 05/10/18 that confirms this credit balance. With the transition to the new energy provider, I am unsure how this affects the return of my funds. I have been unable to reach Ofgem for assistance. Thank you for your attention to this matter. - D. D.

We received a bill for $[redacted].37 dated Nov 26, [redacted], for 11 days of gas usage while waiting for our new supplier to switch over. This was clearly an error. After being disconnected during a 40-minute call, we reached out again on a different day (another 40+ minute wait) and had the bill corrected to $32.16. Due to the poor experience, a $20 credit was offered as goodwill. We were told to expect a corrected bill within 10 days. However, we received two copies of the same bill for $32.16 with a date of Dec 6, [redacted]. Despite the promised credit, we haven't received an updated bill. We've received a payment overdue notice dated Jan 4, [redacted], and have been on hold for 68 minutes today (Jan 9, [redacted]) to resolve this issue. The situation is unacceptable, and we believe the entire bill should be canceled with written confirmation. The service quality, especially the long wait times, is extremely disappointing. Sincerely, Laura and Ross S.

My previous dual fuel provider was Extra Energy, but due to their insolvency, Scottish Power took over. I had requested Scottish Power to transfer both my gas and electricity to PHP Energy in December 18. Unfortunately, only the gas was transferred initially. After finally reaching someone on 7th Jan 19, I was informed that the electricity transfer was unjustifiably blocked by Scottish Power, without a clear explanation. Over the phone, they mentioned that the electricity transfer had been unblocked. However, PHP Energy has informed me that the electricity transfer is still being blocked by Scottish Power, leading to demands from Scottish Power for payment on an account that should have been with PHP Energy by now. The situation is chaotic. When will Scottish Power comply with regulations and allow this transfer to go through? Their customer service is extremely poor; calls go unanswered with long wait times and their email system is not helpful. I demand compensation for the wasted time, phone expenses, and additional costs incurred due to this mishandled transfer to PHP Energy.

On the 4th of this week, you were scheduled to visit my property to install a smart meter between 12:00-14:00. Despite waiting until 17:30, no one showed up and there was no communication about the delay. Following our recent discussion about the missed appointment, I was informed that I would receive compensation for the inconvenience. Today, I had a technician arrive at 12:30 to fit the electricity smart meter, but unfortunately, the necessary parts for the gas meter were unavailable, leaving the installation incomplete. I kindly request prompt contact regarding this matter. Chris Turnbull 38A Meeks Road Falkirk FK2 7EU

I am writing from 17 Eden Court, 29 Gratwicke Drive, Littlehampton, BN17 6GY. I have a complaint regarding my gas pre-paid meter. On 3rd February, I reported having no gas supply as the meter displayed "get help". The engineer came out and reset the meter. The same issue occurred on 4th, 7th, and 8th February, with the engineer resetting the meter each time. On 11th February, after reporting the problem again, the decision was made to change the meter and an emergency £10 credit was added. I called on 14th February to inquire about the new gas meter card, but it hadn't arrived. I was assured it would arrive by 16th February but as of today, 19th February, we still haven't received it. We attempted to get a card from a local newsagent, but it was invalid for use. I am concerned about running out of gas and would appreciate urgent assistance. Given the recurring issues, I am suggesting a switch to a normal meter with payment by direct debit to avoid future problems. Your prompt resolution to this matter would be greatly appreciated as we are limiting our gas usage to preserve emergency funds for essential needs like washing.

I have been trying to sell my house since May [redacted] after my previous tenant, who was a customer with Scottish Power, left. The gas and power were reinstated to maintain the house during the sales process, but I have not received any bills or communication from Scottish Power as my estate agents handled it. Unfortunately, I don't have the account number, but the house located at 12 Charlotte Bronte Drive, Droitwich, Worcestershire WR9 7HU was sold on 8 March [redacted] with gas readings at [redacted].[redacted] and power at [redacted].76. I now wish to end the service. Please contact me regarding this matter. I am currently residing in Australia. - D. R. Jones

There was an urgent situation regarding a disabled SP customer who was left alone when their caregiver departed. The individual was in danger of losing all forms of electronic communication, including their phone, hindering their ability to contact emergency services due to limited mobility. The issue seemed to stem from a malfunctioning meter despite being recently topped up with a key, displaying minimal credit. The customer was on the priority service register and had scheduled an emergency meter check, which was mysteriously not recorded by SP. As a close associate, I was asked by the customer to contact SP on their behalf to avoid them being on hold until their phone battery died, leaving them isolated and vulnerable. Unfortunately, Scottish Power declined to speak with remote assistants or contact the customer due to a potentially incorrect interpretation of GDPR regulations. SP did not appropriately address a report of an emergency involving a known vulnerable customer. It was suggested to explore online chat for support, but this option was unavailable.

Recently, I received two letters from British Gas and N. Power indicating that my gas and electricity service is being transferred to Scottish Power, without my request. I have spent a considerable amount of time on the phone with British Gas, N. Power, and Scottish Power trying to resolve this issue. Can you confirm that this transfer has been cancelled?

I recently received a letter stating I am in arrears. This was distressing as I've never been in this situation before. When I contacted the helpline before, the agent seemed more interested in changing my tariff rather than addressing why my payment wasn't taken. He informed me my bank canceled the direct debit, but promised to resolve it. However, I received another arrears letter in June [redacted]. This time Anthony assisted me, setting up a new direct debit to clear the arrears. Despite my bank confirming they didn't cancel the account, I am worried about the payment process. I seek assurance that the payment will occur as scheduled on July 27th. Additionally, Anthony mentioned a £20 gift voucher that I haven't received yet. Thank you, Jacqui Canning

Hello, I am confused about receiving an email stating I requested a switch to your services. I have recently switched to another supplier and did not request a change. Today, a welcome pack arrived with the wrong name on it at my address. I'm frustrated with the unauthorized use of my data and may seek legal advice if this continues. I tried calling customer service but faced difficulties and was disconnected after a callback. I've informed my energy company, rendering the account inaccessible, so please cancel the request from your end.

Hello, I was surprised to receive an email claiming I requested a switch to your services. I recently switched to a different supplier and am satisfied with their service. Today, I received a welcome pack addressed to someone else at my doorstep. I am frustrated that my address was used without permission, breaching data security. I may seek legal advice if this continues. I tried calling customer service but was disconnected. I have informed my energy company about this error. The account is closed now, so please cancel this switch request from your end. Thank you.