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Original poster

Energy company nightmare

28 replies

marieee · 12/06/2019 21:31

Sorry, not the most interesting thread but I moved house two and a half years ago and took over the predecessors energy account. The supplier has been absolutely shit. They wouldn't accept the previous owners closing meter readings nor our opening ones. The two matched but their system said it wasn't possible. About 30 horrendous phone calls (you can imagine... Useless all centre staff who have none of the information nor records of previous calls etc)

We couldn't change supplier as the records were obviously not correct. The supplier wouldn't accept our meter readings and kept sending estimated bills which varied wildly up and down from one week/day/month to the next. Their system seemed to have a complete breakdown and was churning out bills, sometimes several a day.

We refused to pay as we knew they were incorrect. We complained and complained and complained, and eventually went to the Ombudsman. A remedy was agreed only the energy supplier still couldn't get the bills right.

Everything they've touched has been a cock up, data breeches, breech of oft regulations, debt collectors put onto us while they refused to respond to legitimate queries. Anyway, just awful, their communication is appalling and no real acknowledgement of the complete fuck up they've made (the tone of communication is that I'm awkward for not just paying up... which I probably am) However I feel deeply agrieved at the time and hassle this has cost us. At the same time I would like to settle it. Has anyone else been in a similar situation and have you offered to settle but taken a percentage off? So far the compensation they have offered us has been derisory.

Thanks for reading.

OP posts:
guessmyusername · 12/06/2019 21:51

Was this npower? Had similar with them - actually it was worse! They threatened debt collectors for less than £10 but kept billing for more.

arethereanyleftatall · 12/06/2019 21:56

N-power?

Original poster
marieee · 12/06/2019 21:59

No, Scottish Power. I'm now relieved I didn't move to N-Power. The combination of gross incompetence and arrogance has got me properly riled. 😡

OP posts:
arethereanyleftatall · 12/06/2019 22:02

I had a situation with n-power a few years back. Entirely their cock-up. They'd send a red bill, and even some debt collector bill, then I'd phone up to try and pay it, and they'd say I didn't have an account with them; year after year!! I spent hours of time and so so much stress to try and sort it out. Eventually I think they did end waiving a £200 bill, but tbh, that went no where near compensating for the nightmare I had.
I am now paying over the odds with another provider, but I literally don't care; payment goes out direct debit of my bank each month and I need to think no more about it. Bliss.

TheInvestigator · 12/06/2019 22:03

I really don't like the daily mail, but the money mail guy always seems to get results. Send an email to money mail explaining everything (dates, correspondence, figures, Everything) and see if he will take it on.

Cautionsharpblade · 12/06/2019 22:04

I had a similar problem for months with British Gas. I eventually called Ofgen to make a complaint and they put me on to a special department within British Gas where I spoke to one person who listened, gave me her contact details, kept in touch, was able to make decisions and put them into action and sorted it in a day. The relief was enormous.

BananaCatto · 12/06/2019 22:06

Why haven’t you put in a complaint and escalated to ofgem?

Bagadverts · 12/06/2019 22:07

What a nightmare. I presume you have already used the complaint procedures. If not you will need to. Then you can go to the energy ombudsman

I think citizens advice consumers helpline have information.

www.citizensadvice.org.uk/consumer/energy/energy-supply/complain-about-an-energy-company/complain-to-the-energy-ombudsman/

caughtinanet · 12/06/2019 22:11

I knew it was going to be Scottish Power they are absolutely useless at anything out of the ordinary and their call centre can drive you to total distraction.

No advice but I totally sympathise.

Original poster
marieee · 12/06/2019 22:12

They have actually offered £100 off but the bill is significant, so this is a drop in the ocean. While I'm happy to pay for the energy consumed, I don't see why they should profit nor why I should pay for the service element that has been so woeful. Just wondered if anyone had offered them a settlement taking such things into account.

OP posts:
Heyha · 12/06/2019 22:13

I've used the ombudsman for npower and SSE (either I'm unlucky or energy companies are universally shite). I didn't have to go past the first stage but isn't there the option to revisit your original case on the ombudsman database? I think that'd be the quickest and easiest way to get a correct bill minus compensation so you can close it all off.

MonkeyTrap · 12/06/2019 22:14

Scottish power did a similar move with me!
They billed me £1800 for a period of less than two months following a house move. Much agro later they agreed to reduce the bill. (Then refunded me, then rebilled me it went on for months.) When I gave them my final readings they put my initial readings from when I first moved into the property wrong, or so they said.

They then took supply of new property, which I changed to EON, Scottish power refused to take actually readings and I was issued a bill for more than £14,000 because it looked like I’d lapped the meter. It was a bloody nightmare my DD was set to more than my salary!!

I cried down the phone to EON who to their credit fixed it. But no thanks to SP who still refused to amend their made up readings. EON just

MonkeyTrap · 12/06/2019 22:15

Pressed send too soon.
EON didn’t bill me for the period until the meter caught up.

cochineal7 · 12/06/2019 22:18

Go to the ofgem site about backbilling. “Your supplier can’t ask to be paid for unbilled energy used more than 12 months ago, if you haven’t been accurately charged for this usage before. Suppliers must make these protections clear in their terms and conditions.”

emmxO · 12/06/2019 22:20

I had similar problems with Scottish power a number of years ago eventually through ombudsman they agreed to let me move on to another supplier and I received a £250 apology and now pay the outstanding bill at a tiny amount a month along with them knocking £100 off the outstanding amount. They are the worst energy company I've ever had to use.

Original poster
marieee · 12/06/2019 22:21

I feel your pain Monkey. Yes we've been through the Ombudsman. As far as they're concerned we've all agreed the remedy and they won't revisit it. They gave the energy company 28 days to implement it however its taken 5 months and they are still being deliberately evasive in supplying a full billing history for us to cross reference.

OP posts:
Foxyloxy1plus1 · 12/06/2019 22:26

Scottish Power couldn’t run the proverbial. Our issue with them took a year to resolve. They’re shit.

MonkeyTrap · 12/06/2019 22:29

Your billing history will no doubt be fictitious hence they don’t want to supply it!

Original poster
marieee · 12/06/2019 22:36

😒 Yep Foxy and I can deal with shit (usually) but the condescending attitude at the same time is something else. Like the problem isn't their incompetence, it's that I just don't understand so could I just stop asking for their methedology and just pay the massive bill or they'll send in the debt collectors.

OP posts:
Iheardarumer · 12/06/2019 22:38

I had similar with npower. I went to cab and got a good advisor (I know they can be hit or miss) who got the amount down by a lot - less than I'd used - by giving them a specific figure to compensate me by. Sympathy for you. Energy companies are wankers.

bellabasset · 12/06/2019 22:41

It's a good idea to take a photo of your meter reading monthly in these situations and email the readings.

A colleague didn't take readings when she moved in, paid the bills and then the meter was read and she got a huge bill. What she'd failed to do was check the readings against the Bill's.

So they couldn't change supplier and two years later it hadn't been resolved. She thinks, and the supplier agreed she could be right, that the previous owner had underestimated the readings. But as she hadn't given an opening reading she had to pay part of it.

Ontheboardwalk · 12/06/2019 22:43

Not helpful but I purchased nightmare house with bankruptcy orders, CCJs and unpaid bills. Npower were really good writing off the red bills attached to the property.

Are you offering a settlement on the energy used by previous owner?

What do you mean by not paying for service element?

Hope you get it sorted soon

Hecateh · 12/06/2019 22:48

I had some issues that are now sorted BUT I now photograph the meter every month to ensure I have evidence after stupidity on their part

Mascarponeandwine · 12/06/2019 22:49

SP went through a 3 year period of not applying any charges at all to my account, and not activating the deal I was on. Eventually i got the complaints dept and told them I was leaving as it was too stressful that they couldn’t get it right. I got about £300 off and they waived the exit fees. Try consumer complaints (via citizens advice who will signpost you)

changeitis · 12/06/2019 23:11

Praise be I read your thread.

Scottish Power are driving me nuts.

I have an open complaint - have done since Feb. They say
"When is it convenient to call?"

Yet they call at the most inconvenient time then apologise for calling at the wrong time.

House move here too. Absolutely useless. They took 4 months to set up the account in winter when all I wanted to do was pay them some money. The minute they did set it up, I left. Now they can chase their tails for their money.

Ofgem it is after reading this.