Like a good utility consumer I fixed my price plan for a long term period last year, so we could budget accordingly. Our Direct Debit was set at £102 per month, which is fine, over the last 12 months we’ve over spent by £51.06, and today with a thud a thick envelope arrived explaining that our Direct Debit was to increase to £186 from October. Naturally this is nearly double our normal spend! I got on the phone to see if there was some mistake.
Has anyone tried to speak to anyone in Scottish Power? Well after 20 minutes on hold I gave up and with the useful tool on the website arranged a callback at a precise time, this happened, but that’s where the customer service failed.
I spoke to the most unhelpful chap called Nick, I explained the Direct Debit mix up, and asked for it to be reviewed, he dropped it to £176, which is still not satisfactory, especially considering the overspend is just £51 over the whole year. I asked to be put through to his manager, he refused stating managers in the call centre don’t go on the phone! WHAT! I asked him for his managers name, he refused again. I asked what his manager actually did, he failed to reply. I then asked to speak to someone in a higher position, he said he’d put me through to customer services (who was he? if he wasn’t in customer services?) I was promptly put on hold for 10 minutes and then told by the ever unhelpful Nick that his manager had said it was unfair to keep me on the phone, so the resolution would be to have a call back within 5 days! (Please excuse the exclamation marks, I am that frustrated with them)
Any how the call ended and I quietly fumed then looked through the letter pack that Scottish Power had contributed to ruining a rainforest to send to me (I always click for email notification for contact) In this pack was their calculation for my predicted spend over the next 12 months, and this came to £557.32 for gas and £701.34 for electric, which totals £1258.66 for the next year, so my question is why are they wanting to take £2232 over the next year off me? (especially when I am on a fixed tariff) Naturally I am very annoyed and will look forward to their resolution.
With a little on line research I discovered the email addresses of the key people in Scottish Power, so if you have a complaint, here are the emails I have used.
email@example.com, firstname.lastname@example.org, email@example.com, firstname.lastname@example.org, These the CEO and senior directors for Communications & Human Resources
Also they have a twitter account @SP_EnergyPeople (https://twitter.com/SP_EnergyPeople) and facebook account where you can message and leave posts on their wall (https://www.facebook.com/ScottishPower?fref=ts)
Also the generic email address’s where the website says to email (I have no idea how long that will take, I’ll let you know when they get back to me) These are email@example.com, CustomerServiceDirector@scottishpower.co.uk
And from the looks of it there is a social media email which following social media complaints they ask you to email, this is firstname.lastname@example.org
So that’s my issue so far, awaiting some feedback and resolution. If I don’t get any I’ll be going to another supplier. I believe M&S are the best around at the moment, and i imagine their customer service will reflect their brand.