Review Time
when i moved into new property, was on prepayment meter, card top up for gas. a nuisance. asked SP to install smart meter. they did, but it seemed like they didn't want to change it from prepayment mode to credit mode. wasted 2-3 hours with their chat support. kept telling me to call back in 3-4 weeks. as a result I could not switch supplier via sites like uswitch, as its listed as prepayment meter. was relieved to finally switch to Octopus. SP also sent a bill, demanding 0.65 pence from before i moved in!!
I lodged a complaint regarding a supply switch, which became deadlocked after I rejected a £150 compensation offer. The company did not address my complaint effectively and continued as if nothing had happened. During the investigation, I received an apology letter stating that an account I never had showed a zero balance. After the deadlock, they reported this nonexistent account to credit agencies and incorrectly claimed a debt, which they later reduced from £85 to £7, accompanied by another apology. However, they refused to treat this as a new complaint, trying to merge it with the previous one. When I pointed out that £7 was still wrong and should be zero, I soon received a threatening final demand for £100, warning of selling this nonexistent debt to a third party. It was an unpleasant letter to receive, even if there were actual debts. I complained again and got another letter saying the balance was nil, but they still wouldn’t accept a new complaint. There’s a clear strategy here: if they can bundle complaints, it only counts as one when reviewed by the Ombudsman. So, if you need to complain, don’t let them manipulate you. Each issue should be treated separately to ensure the regulator can see their true performance and take necessary action. This company does not deserve to hold a license; the regulator must intervene to ensure compliance or revoke it.
The representative from customer service was friendly and focused on customer needs; he truly deserves five stars. However, it’s unfortunate that the energy provider continues to raise prices, especially during winter, when many low-income families and pensioners face challenges in the freezing cold.
The service was deducting an incorrect amount via direct debit each month, despite my agreement of 160 per month. To my surprise, as I didn't have access to online banking, I received a paper bill stating that I owed over 2000 pounds due to being undercharged for a year and a half without my knowledge. When I contacted them to explain that this was their error, they increased my monthly payments to 267 per month and insisted on the debt I owed, leaving me with an extra 100 pounds in expenses as a single mother of three young children. They constantly call me daily, even though payments are being processed, and unfortunately, because of the debt, I find it hard to escape this service. I am appalled.
The representative I spoke with was friendly and attentive to my needs, ensuring everything was resolved. I required a new barcode for my electricity smart meter, and they promptly sent an email. I'm very pleased with the service I received today, as it's not always this positive when I have to make a call.
THIS SERVICE IS A TOTAL NIGHTMARE!!!!!!! THEY HAVE OPENED A GAS ACCOUNT IN MY NAME THREE TIMES CLAIMING I OWE MONEY!!!!!!! I DO NOT HAVE A GAS ACCOUNT WITH THEM. I HAVE BEEN HARASSED FOR OVER A YEAR. I HAVE RECEIVED THREATENING LETTERS AND VISITS FROM PEOPLE DEMANDING PAYMENT. I HAVE HAD TO DEAL WITH THEIR TERRIBLE CUSTOMER SERVICE, WHICH HAS ACCUSED ME OF LYING. I HAVE SENT COUNTLESS PROOFS THAT I AM NOT THEIR CUSTOMER FOR GAS!!!!!! THIS SITUATION HAS AFFECTED MY MENTAL HEALTH AND CAUSED ME SICKNESS!!! AND ALL I RECEIVED WAS A SMALL COMPENSATION AND A CLOSED ACCOUNT, ONLY TO HAVE ANOTHER ACCOUNT OPENED REPEATEDLY AND BE HARASSED AGAIN! ABSOLUTELY UNACCEPTABLE. STAY AWAY FROM THIS SERVICE AT ALL COSTS!! AND JUST LIKE THAT, AFTER THEIR RESPONSE, I RECEIVE ANOTHER MESSAGE DEMANDING PAYMENT! I AM COMPLETELY FED UP. THIS SERVICE IS UTTERLY APPALLING!! THEY SHOW NO CONCERN FOR CUSTOMERS. I DON’T EVEN HAVE A GAS ACCOUNT, YET THEY HAVE OPENED ONE IN MY NAME WITHOUT MY PERMISSION AND CONTINUE TO SEND BILLS!! I FIND MYSELF ON THE PHONE, IN TEARS, ONLY TO BE TOLD THERE IS NOTHING THEY CAN DO AND I MUST PROVIDE MORE PROOF AGAIN. I HAVE PROVIDED ENOUGH EVIDENCE OVER THE LAST YEAR! I EMAILED THEM THIS MORNING, BUT HAVE RECEIVED NO RESPONSE! I AM NOW PURSUING LEGAL ACTION AND HAVE CONTACTED ADVICE SERVICES! ONE OF THEIR CUSTOMER SERVICE REPRESENTATIVES HAS BEEN UNHELPFUL THROUGHOUT THIS PROCESS!!
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ScottishPower is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. The ScottishPower Group only produces 100% green electricity - our focus is on wind energy, smart grids and driving the change to a cleaner, electric future and we’re investing millions of pounds every working day to make this happen. We’re committed to speeding up the transition to cleaner electric transport, improving air quality and over time, driving down bills. To deliver a better future, quicker for everyoneSee more
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