To be at the end of my tether with this company?

[CaviarAndCigarettes]

Approx 8 months ago we received a letter from Scottish Power to the owner occupier. They are not our energy supplier but as is was addressed to us we opened it.

Upon opening the letter it was evident that is wasn't for us, it was for an address very similar to ours, just around the corner, but the postcode was wrong. Hence it came to us.

We contacted Scottish Power immediately. We were assured it was resolved. Please return the letter etc.

We have now done this five times. Have a Facebook message conversation with Scottish Power conforming our correspondence and that we are not liable, they've changed the address etc.

Today we got a letter from a bloody debt collectors for the outstanding balance. Contacted the debt collectors, they've not got a clue about the address being wrong. Contacted Scottish Power twice separately today and the information I provided this morning hasn't been evident when my husband contacted this evening..

What do I do now? We're getting threatened with bailiffs. We've never had energy from this company. I'm worried about our credit file. We're those boring sort of folk who pay our bills.. this is unknown territory for us. I know we don't owe it but no one seems to understand that!

get on twitter and start tagging in some papers.

Well if the postcode is wrong surely all you have to do is prove that should the bailiffs knock on your door.

speak to their complaints team and tell them you are contacting the energy ombudsman. Contact the energy ombudsman by phone and take their advice on how to proceed (they say you have to start by complaining to the company direct so be clear with them that you have already done that). Good luck op

@50sQueen we've pointed out the difference on google maps etc I think when it was first set up the person setting it up took our postcode out of error. Their address is the same number and same street but they are a new build estate on the street so for example

We are 1 church road

They are 1, the sidings, church road.

I suspect that the street was too new when energy was taken out so perhaps the computer said no to the postcode and ours defaulted...

What concerns me is we have spoken to six separate people who have assured us they have resolved it. Yet it continues

Their Customer Service is abominable. They would not set up a gas account despite supplying the gas they just would be told and set up my electric on the wrong address. There were errors with the meter numbers in new build property too. I asked over and over again for them to send out someone to look at the meters and confirm the correct number to update the database. It took 2 years to fully resolve and was only done so when I got the carrier and the ombudsman involved. The only saving grace was that the compensation I got wiped out the 12months of gas I owed them (they are only allowed to claim back 12 mo so lost the whole years worth prior to that).

Send a letter stating what you want them to do and give them a deadline of 14 days before you pass your complaint to the Ombudsman. They have a special team to resolve complaints and it was only when this team got involved that things started to happen for me and I finally got someone who actually knew what they were doing! For some reason only certain cases get through to this team though?!?

Ugh what a nightmare, i don’t understand how they would have your names though even if they got your address? Surely it would be addressed to the other people?

@Sparklesocks it's addressed to owner/occupier - our address.
They only have our names because we keep calling trying to rectify their error

What a pain, I think PP suggestion to contact the ombudsmen is a good one - hope you get it sorted soon

Ombudsman is definitely the next logical step.. I just can't understand how this has happened when six separate people and case numbers have assured us it's resolved.
It's infuriating!

Ask to speak directly to the complaints dept. Ask for a dedicated case handler. You'd be amazed how often this sort of thing happens. Some companies just lose track of account notes, it's appalling.

Also confirm which supplier you are with, if you haven't already - they can check it very easily on the national database, if you give them the meter serial & MPAN (electric) or MPRN (gas) reference number, which should be on a sticker on the meter. Threaten legal action for harassment if they continue, and advise the bailiff that the account is in dispute & subject to an on going complaint. Keep a detailed note of all contact - dates, times, who you spoke to & what was said & tell them you are doing this & why. Ask for them to confirm everything in writing. Keep chasing them. Utility suppliers do break in by changing locks & will cut off the supply, I've seen it on cases at work - including one where they had the wrong address. And yes, definitely ask the Ombudsman - as it's always tricky making a complaint with a company if you're not the customer or don't have an account up.

I had this with Scottish Power and it never got resolved. Luckily the person on the bills was my neighbour and we chatted about it every time and I knew she was paying her bills. So if never got the bailiffs stage. I dontknowifits still happening because I moved 2 years ago.

The ombudsmen refused to do anything because it wasn't my account!

I'd take it to the Money Mail lot at the Daily Fail. Those guys tend to get things solved for you and they love to fight with Scottish Power.

It would be very odd if the debt collection letter was in your name though - debt systems just don't usually work like that. What name is on the letter being threatened with bailiffs?

Unfortunately the ombudsmen will not normally take up a complaint until you've been through the company's complaints handling procedure and it's been 8 weeks since you started the complaint and there's been no resolution.
Have you just called Customer Services or the Complaints department?

Wait, does it have your address or the other address?

If it's the other address, just underline the bit that shows it's not your address and write ' Misdelivered' on it and stick it back in the post box.

They are the most incompetent company I have ever come across. A group of toddlers could do a better job then them!!

Energy bills do not affect your credit rating. Next letter you receive just write not known at this address

I am not surprised . When I left it took 13 bills before it was right . The only energy company I won’t deal with

This is what we did when various debts for a previous tenant came through to our address. (1) wrote a letter explaining situation (2) same letter informed company that they were contravening Data Protection Act as they were associating debts to our personal address and that we would be complaining to Information Commissioner if the situation not resolved in 2 weeks - this has teeth but you might also want to mention upcoming GDPR which makes employees accountable for incorrect information - and (3) we would be charging £100 per future letter or other communication should this prove necessary. Needless to say we never had to do (2) or (3).

Thank Twistofanxiety has some excellent advice.

You could contact the Radio 4 programe You and Yours for advice.

www.bbc.co.uk/programmes/b006qps9

I just know they deal with issues where people are having consumer problems. I understand you are not actually a consumer.

@SecretIsland the bailiff letter came through to the owner occupier - our address -
And states they believe us to be responsible for energy supplied at the other address.

Thanks for all of the advice, it's so stressful, we definitely need to get this sorted!