Scottish Power, I’m confused

[twiddlingthumbs69]

I’ve been with SP for years and my online account has always run smoothly.

In March I changed my Tariff with them and that’s when the problem started.

apparently I owe £140, fair enough if that was the closing balance. However, since then I’ve had no notification saying my tariff has changed and my online account is now blank.

they didn’t take a DD last month and I simply cannot contact anyone to advise me.

my worry is that all of a sudden I’m going to be landed with a massive bill due to backlog.

anyone have any idea what I can do or who I can contact. Trying to contact them is impossible

Oh and I also had an email from them saying “sorry you’re leaving us”

the lights are still on so shall I just wait and see what happens. It’s so frustrating not being able to speak to them!

Have you tried the web chat service? It's open until 11pm. Or you can email (put 'Complaint' in the title to start your 8 week period before you can go to the Ombudsman).

I can't link for some reason, but their website has a 'help' section on the menu where you can go for contact details.

In the meantime put the money aside they should've been taking from you for when you do need to pay.

Yep tried the chat. No help unfortunately. They seemed as confused as I am

I'd send the complaint email then. At least it gives the 8 week deadline for response!

You just have to keep chasing them up. They do seem to have a convoluted carry on. We had something similar and it took about 3 months and 5 different responses before it was sorted out. I think they have a bit of a right hand doesn't know what the left hand is doing going on. You just have to be persistent.

Sound like rather than changing your tariff that someone has input that you are leaving them instead. Changing a tariff would not prompt a closing balance to be produced

We had an absolute nightmare with them when we moved house, they invented a ‘letting agent’ and kept sending bills to them, even though the house was never let out, and when I tried to tell them there was never a letting agent responsible for the property, they kept saying they wouldn’t discuss the ‘letting agent’ account with me because I wasn’t the account holder…
Even after me sending emails saying “THE LETTING AGENTS ARE A FIGMENT OF YOUR IMAGINATION”, they were still getting bills.

I’m with Scottish Power.
The best way to contact then is via Twitter (X)
The person I dealt with was very responsive and sorted my problem completely.
In fact they checked on me a few times after initial contact to see if I was happy.

No-one should have to resort to the cesspit that is X to deal with their utility company.

I agree that this sounds like they've mistakenly started the leaving process and that emailing them with complaint in the title is the way to go. They have 8 weeks to resolve the issue so if they've not sorted it after 6 weeks, tell them that you'll go to the Ombudsman if they don't meet the 8 week deadline.

This should focus their minds as its a black mark against their KPI of numbers of complaints raised and they get charged when customers go to the Ombudsman.

But there's no need to worry about being cut off. Supply and billing aren't linked that closely. Obviously put the money aside for the unpaid bills if a larger bill later on would cause issues for you.

I had the same with Scottish power years ago, when I spoke to them they said I was no longer a customer but when the guy came to read the meter and I asked him he agreed it was Scottish power.

then suddenly 3 years later I get a massive bill saying pay within 14 days!

fortunately I’d put the money aside every month.

I think I even tried to change suppliers but was unable to.

The best thing you can do is set up a dd into premium bonds for your normal amount.

I went to the ombudsman about Scottish power in the end. I was getting nowhere with them.