scottish power-

[jjjem]

Wondering if any one can help.

Have found out that since 2007 scottish power have been over charging me on my prepayment elec and gas. since last month i have been asking them for a break down of my payments i have made since then. two of thier agents told me it will be sent out but it never came. Phoned them today and had some snobby woman telling me that this is impossible.She can tell me the charges down the phone but not send them.:confused:they sent me a cheque today for no where near what i suspect they owe me so not banking that till i get to the bottom of this. so what im asking is...

 

Im asking for a breakdown of what ive put in,each week how much and dates.

also what tarriffs i was/am on. again cannot get them to do this...!

 

also i was told they kept me on BG charges when i joined them as i used my card from BG and as this was my fault they can8). already told them that they obviously dont know what they are talking about,told them why thats not true aswell.

 

Feed up and would appreciate your help.

[Alphageek]

The first thing I would advise is to stop phoning them and keep all correspondence in writing.

 

The untrained monkeys go on the phones and are told to fob-off/lie to anyone who phones in with a complaint.

 

If you write, they have to respond in writing and they would be less likely to lie in writing.

[jjjem]

thanks for the quick response, yes o.k your right, so hard though as you seem to wait for weeks for them to actually manage to write a sodding letter. o.k so will write to them instead asking for a breakdown of chrges.:)ta

[mattlamb]

I really can't understand why everyone says you should never phone and always write. Writing is extremely unlikely to resolve the problem too. Do people seriously think that utility companies' post is dealt with promptly?? Quite possibly it is just ignored totally. And in the meantime the customer is left wondering what the hell is going on. And depending on the problem, the utility company is just as likely to proceed with a warrant application if you write to them before, as if you phone before. Maybe phone the utility company and write as well, that does make some sense. But just writing? Can;t see it is any better than just phoning them, perhaps it is worse in some situations.

[mattlamb]

JJem, have you always used a Scottish Power card since 2007? I assume from the end of the post, that you were. Or perhaps you were using a BritishGas card because they were slow in sending you one of theirs?

[Alphageek]

Matt, it has been my experience that the people who man the phones are the worst trained or newest staff.

 

There is no way a company would let a newly "trained" member of staff compose a written reply. Written replies by their very nature are part of an audit trail.

 

As long as jjjem sends his letter to them via Signed For delivery service then he will get more sense out of them than talking to the telephone staff.

[mattlamb]

Yeah but in the meantime (until they finally deign to reply) as he/she is on a prepayment meter, they may be continuing to pay too much because of possibly being on the wrong tariff.

[sparky321]

hi sorry to jump into someone elses thread but im having similar problems with scottish power. they are a joke, could anyone advise me about my thread posted on 12th oct please, thread is called 'scottish power owes me money' im in the process of complaining to consumer direct at moment so jjem you might want to try that, they are very helpful and are putting my complaints through for me now, im sick of scottish power, they are not helpful at all just fob you off.

[jjjem]

Hi thanks for all the replies,have had a few things going on so have not been able to do anything as of yet but will send off a letter via recorded delivery on monday. So i guess im not the only one to have problems with these people,does not make you feel like you will get anywhere with them but i like a fight so bring it on.:cool:thanks.

jjjem.

[disputer]

Ok first thing start recording all communications that you are sending and receiving and you can use something like disputer for this. I believe you have the rights to have access to your information and therefore should ask for this and how it is calculated. If you cannot get this information then you should escalate your case as you would expect for any work a breakdown of your bill or refund.