The customer service is extremely disappointing. It seems either the staff training is insufficient, or there's a lack of personnel, leading to poor performance. The app is not functional, plagued with significant bugs. The chat bot fails to comprehend my questions, and the only way to reach a human is to indicate my desire to leave. There’s no conversation history maintained, so I’ll resort to email for record-keeping. However, this poses its own challenges, as the advisors often overlook my messages. Sometimes, verbal communication is necessary, but it can also be frustrating and time-consuming. Different departments appear disconnected, functioning like separate entities. There’s a lack of continuity between those responding to emails and those on the phone. Their system also shows inconsistencies. I was eager to switch to another provider, but due to an error they made in recording the new smart gas meter details, I couldn’t proceed at that time. They altered my final bill without my consent, likely because my letting agent switched providers for the tenant (which only happened due to my persistent efforts to get the company to correct the database), resulting in changes to my final bill's end date and meter readings. They attempted to charge me for another person's energy usage. Despite multiple attempts to rectify this mistake, I continued to receive payment demands for amounts I didn’t owe, even regarding the initial 'final' bill that they claimed to have reversed. Each time I reached out, regardless of the method, I was presented with varying amounts owed. I received an email requesting payment with a link to my account, but upon logging in, it indicated that I owed nothing and didn’t offer a payment option. The app had a critical issue, showing incorrect meter readings, displaying the same reading for both gas and electricity, which were low. After topping up gas, I discovered it was actually the electricity that was low. They refused to assist, forcing me to spend more on the other meter. Thankfully, I had enough funds to top up both, but not everyone is in that situation. What if that had been my last £20 until payday? I would have been in serious trouble. They have since fixed that bug, but as a software developer, I believe it should never have been released in that state. They need a thorough review of their testing procedures. Additionally, I keep receiving missed calls from a number flagged as spam associated with the company, which is quite persistent and has a bad reputation according to my research. When I answered one of the calls, they hung up. That number is now blocked. Definitely one to avoid.
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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