Scottish Power – the nightmare

The saga of the innocent householder and the energy supplier from H.ll!

I am not sure who to address this missive to. Perhaps it should be to Lynda Clayton who is referred to on documentation as the Customer Service Director, or maybe it should be to anyone who is either a customer of or is considering switching to Scottish Power.

I have lived at my present address for 29 years. In that time, my house has stayed the same as has my address. For at least the last four years, probably more, I have a been a loyal customer of Scottish Power, eschewing the offers to switch to other suppliers through a misplaced sense of customer loyalty, and paying my bills on time with Direct Debits. Scottish Power, in return, provided me with both Gas and Electricity.

All seemed well until I received a telephone call from a representative of Scottish Power to inform me that they were sad that I no longer wished to take my Gas from them. This came as a bit of surprise since I had never even raised the issue of changing energy suppliers. We checked my details and I was told, although I have never seen the evidence for this, that a request had come in for a change of Gas supplier for my home.

I made it quite clear to the gentleman that I had initiated no such request and asked that this request be halted immediately.
Two days or so passed. I decided to check my on-line account with Scottish Power and, while the electricity side seemed fine, I was dismayed to see that my Gas supply was entering a “Leaving” cycle, or some such stage.

On the 13th of February I received a request to enter meter readings for both electricity and gas. When I logged in I was able to enter the electricity reading but not the gas. Apparently, since I was still on the “Leaving cycle” I could not enter a reading for our Gas, nor look at any details about my Gas account. Since the readings are used to re-calculate my Direct Debits each month, I told Scottish Power that I needed to enter a gas reading for them to accurately estimate my Direct Debit for the coming months.

I decided to ring Scottish Power and find out why nothing had been done as promised. I left a note of complaint with them, outlining my concerns and then followed it up, I believe (the whole situation is so confused it’s difficult to recall what happened, when etc.) with another call.

On the 15th February I checked my account to see if the status had changed; surprise, surprise – it hadn’t.

This prompted me to start looking elsewhere. Of course, when I started to search for alternative providers on a switching site, they asked for my gas consumption over the past year; I couldn’t provide that because the online system with Scottish Power wouldn’t let me inspect my gas usage because I was still on the “Leaving cycle”.

I had had enough by now and decided that loyalty worked both ways – if I was loyal to them, they at least should show me some commitment.

I swapped to EDF Energy on the basis that their tariffs f or electricity and gas would save me a projected £268 next year based on the figures I was able to provide.

And so the swapping process started and I thought my worries were over. I was wrong.

On the 18th EDF sent me an email stating that they were experiencing problems trying to switch and on the 20th I received another email from them stating that the “supplier isn’t allowing you to switch.” And everyone tells you that “Switching is easy!”

On the 22nd I opened my email inbox to find an email from Scottish Power asking me to swap tariffs and fix my energy costs. When I went on to my online Scottish Power account I discovered that my Gas account was now “closed”.

At 11.39am I rang Scottish Power to be told that there was a wait time of 44-52 minutes for a call back. Perhaps they were experiencing an “unusually high volume of calls”?

Sometime later I received my call back. I explained the situation to Alex at some length and he took the details and went off to talk them through with his line manager. After much coming and going (the call lasted almost 30 minutes), it was clear that I was getting nowhere. I asked to speak to his line manager because it was clear that he couldn’t help me, other than offering promises of getting the matter sorted out somehow. I was told that I couldn’t speak to the Line Manager because she had “just gone into a meeting.” I’ve heard that one before!

When I asked for her name so that I could ring her back and discuss my concerns I was told she was Alison but that she had no direct telephone line. I asked if she was the only Alison who worked for Scottish Power since I couldn’t get her surname because of “Data Protection” issues – I wondered about “Customer Rights and Protection” issues at this stage.

When I pointed out that this was a mess entirely of Scottish Power’s making and that I had spent some considerable time trying to sort it out, I asked about what Scottish Power was going to do to compensate me for their quite dreadful treatment of a hitherto loyal customer. The best Alex could come up with was to say that once the switch had gone through I would receive back all of the credit that they held on my account.

At 12.39pm Alex drew the white rabbit from the hat. Apparently a “lock” had been put on a possible transfer of electricity supplier after my response to the first phone call. He had removed the lock and the transfer to EDF could continue. He then told me that my Gas account was closed because they had switched me to the Co-operative Energy supplier that very morning. Consequently I would have to contact them to arrange for it to be switched to EDF.

At that point I had not even heard of Co-operative Energy, let alone spoken with them or agreed a contract with them to supply my gas. It’s called an “Erroneous Transfer” apparently.

Lost for words and annoyed and frustrated in equal amounts, I ended the call, since Alex clearly was not going to offer anything more than a very perfunctory “Sorry”.

I rang EDF to let them know what was going on since they had suggested that I contact Scottish Power in one of their emails explaining the problems they were experiencing with the switch.
Alan at EDF explained that it was indeed an Erroneous Transfer since Scottish Power should never have allowed the transfer in the first place without my permission or instruction.

EDF checked the National Data Bank and confirmed that the Gas supply was now registered with the Co-operative Energy Group but EDF didn’t have access to the name on the contract or other details. He was surprised that I had had no contact with the Co-operative Group at all during the process of this “Erroneous Transfer”.

I was advised that I should let the Co-operative take over the Gas (the prospect of stopping it and having to deal with Scottish Power again was too dreadful to contemplate) and then to pass any bill for Gas that I might receive from the Co-operative straight to Scottish Power for them to pay since “we were not eligible for any costs because we didn’t authorise the transfer.”

I took a Gas reading and rang the Co-operative. I confirmed details and went through the sad story once again, this time to Simon. He confirmed that Scottish Power had indeed transferred my Gas account to the Co-operative and was surprised that I hadn’t been consulted or made aware of this. He then told me that his records showed that our Electricity had been transferred to the Co-operative on the 8th February. We agreed that both transfers were “Erroneous Transfers” and the Co-operative were going to raise investigations in to both.

Simon suggested I ring back EDF and tell them that both were “Erroneous” and that the switch could begin.

And so back to EDF and this time Chris. Once the saga had been explained again Chris double checked the serial numbers of both gas and electricity meters and was able to identify that Gas was with the Co-operative but that the Electricity seemed to have gone back to Scottish Power.

The “Erroneous Transfer Team” at EDF were consulted and would be raising the issue of both gas and electricity and when I pleaded that I not be made to contact Scottish Power again, Chris assured me that he would deal with the matter from EDF’s end and keep me informed himself.

So thank you Scottish Power for ignoring my spoken requests, written requests, complaints and for blocking my attempt to switch power providers, not through malice but, apparently through sheer incompetence. And thank you for rewarding all of my time and efforts by telling me that they would hand back all of my money that they hold.

Switching is easy! Ha, not if you get caught up in the malaise that I find myself in.

Posted on SP’s Facebook page 22nd February 2017

We are sincerely sorry to hear of the stress and frustration caused by the erroneous transfer of your supply, and for how the case was handled by our customer service team. We can certainly understand that having being a loyal customer, you feel thoroughly let down.

Our customer satisfaction is paramount, and we would like to investigate this matter in further detail. Can you advise us if your complaint has been resolved or if this is still outstanding?

Regards –
LM  (22nd)

Hi Graham. Would it be possible to take your full address and postcode via PM? We can then look into why this has happened to you and will be happy to explain this further.

Kind regards –
LM (23rd)

I Private Messaged them back immediately with relevant details.

Good morning – Monday morning. I was a little perturbed to receive an email on Saturday telling me that my Direct Debit had been increased. There are two reasons for my concern: one, it was actually lower than before so not sure how the word “increased” is appropriate; two, of moire concern, as I have pointed out before on numerous occasions, I was not able to give a reading for my gas usage because I had been “erroneously” put on the “Leaving cycle” and couldn’t access information re my Gas consumption.

27th February

While the whole mess is being cleared up, it would be nice to know that I will not be charged for switching either Gas or Electricity before the end of my contract, because I didn’t swap them – you did. Looking forward to hearing some positive news soon about how I am to be compensated for all of this.

27th February

Phone call asking me to reconsider leaving Scottish Power – 3rd March

Account No. 83787305011 – although I am not sure if this account is still active as I sit and wait for Scottish Power to explain satisfactorily why it switched my Gas supply to another company despite being instructed not to by me both on the telephone and in writing, via an online complaint to their website. I posted the sad and embarrassing account of my misfortune with this company on 22nd February and was assured that the matter would be looked into. Since then I have had brief, if rather unsatisfactory correspondence with Scottish Power addressing all manner of issues not pertinent to the situation. Last Friday I even had someone ring me up to ask if I’d consider coming back to the company! Scottish Power switched my Gas and may have tried to switch electricity later on, despite me telling them that I had not instigated this course of action. Despite asking repeatedly on the telephone and in text to stop this, nothing was done. When I said I would switch if the matter was not resolved this was ignored. True to my word, I found an EDF Energy offer much cheaper and switched to them. At least I thought I switched to them. EDF were unable to switch my electricity because SP had locked my electricity account, ignoring the fact that I had told them that I would switch if nothing was done to sort the matter out. After a frustrating morning tracking down what was going on with Customer Sevices I was told my Gas had been switched to another company the week before and my Electricity was also being switched. Co-operative Energy, who held my Gas account and may have held my electricity as well for a short period of time, were very helpful and agreed to work with EDF to bring about the switch. For all of this, the only offer I have had by way of compensation from SP is to be told that they will refund all of my monies in their account after I leave them. And now we have silence – presumably the sort used to put the customer off and bury the matter. Unless I hear something tangible in the next 24 hours I will be contacting the Ombudsman – this sort of cavalier disregard for the customer and regulations cannot be allowed to continue. I look forward to a considered and reflective response. Graham Cooke ex Scottish Power customer.

Posted on Scottish Power’s Facebook page 6th March 2017

The innocent consumer and the energy supplier from hell … part 3

Re: Complaint Reference No.: 8022881274

CONTACTUS@SCOTTISHPOWER.COM

Sent Items

Dear Emma,

Hopefully this will be the last of our round of correspondence relating to the shameful way that we were treated by Scottish Power earlier this year.

I have just tried to make sense of the most recent invoice, presumably the last one, that I will receive from Scottish Power.  I have to say that even as an English teacher of some 25 years experience, it does not make for easy reading.

Would I be correct to assume that the £20 credit on the 10th March is the £20 that you offered to me by way of “compensation” for the way my account was handled?

Also, I note that I appear to have been charged the £30 Termination Fee that you assured me, in the email below, you would waive; after all, it was not me who initiated the leaving of Scottish Power for both Gas and Electricity – it was you!

I would appreciate it if you could acknowledge receipt of this email and make the credit of £30 back to my bank account, since I am unlikely to be a Scottish Power customer again in the foreseeable future.

Yours

Graham Cooke

From: CONTACTUS@SCOTTISHPOWER.COM <CONTACTUS@SCOTTISHPOWER.COM>
Sent: Friday, March 10, 2017 08:47
To: ghcooke@hotmail.com
Subject: Complaint Reference No.: 8022881274

Dear Mr Cooke,

Complaint Reference No.: 8022881274

Supply address: BEECHES BUNGALOW, BARLEY CLOSE, MALMESBURY, SN16 0EF

Thank you for your email.  Again I would like to express my sincere apologies for the service you have received and for the inconvenience and distress caused. I can assure you that this is not the standard you should expect from Scottish Power. Your patience has been greatly appreciated during this time. . It is disappointing to hear of the customer service issues you have raised, but please be assured that we will act on this as it is important to us that we put things right and prevent mistakes like this from happening again.  These issues will be highlighted as  training issues and this matter will be dealt with internally.

 

As my email dated 7th March 2017  I explained that on reviewing the account history I can see that your gas account was finalised on 22nd February 2017. The gas supply had transferred from ScottishPowerto CO-OPERATIVE ENERGY from this date. I can see that you contacted us on 13th February 2017 via email to advise us that this agreement to transfer your gas account from ScottishPower was not made by yourself and you wanted the supply to remain with ScottishPower.

I explained that as a result of this we raised an erroneous transfer request to CO-OPERATIVE ENERGY on 24th February 2017, This is a process where we try and obtain the supply details back as if you had never transferred.

You confirmed in your email on 24th February 2017 that you had now decided to transfer both your gas & electricity supply to another provider  EDF. Due to your gas undergoing the erroneous transfer process from CO-OPERATIVE ENERGY , this has caused confusion between the suppliers involved as to who should be supplying your property. This confusion may have also caused the delay with your new provider EDF  and there change of supply process.

As requested in your email I have cancelled the erroneous transfer request to try and obtain the  gas supply details back to ScottishPower as if you had never transferred. Your gas supply therefore remains with the CO-OPERATIVE ENERGY as of 22nd February 2017 until your chosen provider EDF take over the gas supply. Once we receive your final gas meter readings this will allow us to complete the transfer process.

The national database confirms that your electricity supply is due to transfer to EDF on 14th March 2017. EDF will provide us with your final meter readings in order for us to issue you with a final bill and close your account. Referring to my previous email I can confirm that should you incur any exit fees due to the change of supply process, I can confirm that I will arrange to have these waivered.

In your recent email you have requested that we return any overpayment you have made. I can confirm that based on your actual meter readings as 15th February 2017 your duel fuel balance was £128.69 debit. As explained above we are also still waiting for the transfer of supply meter readings to allow us to issue a final bill and close your account. Which unless any further payments have been made in between its likely this will create a debit balance.

While we do award goodwill payments, any such award will not be influenced by any outside influence or factor, such as stress, anxiety, consequential loss, the level of pay that a complainant might receive on an hourly basis or the value they place on their own time. The award intends to reflect the level of inconvenience and shortfalls in service only. In this case I have arranged to apply £20.00 credit to your account as a goodwill gesture.

Please accept my sincere apologies for any inconvenience this matter may have caused . We appreciate your patience during this time.

 

Scottish Power aim to provide a high standard of customer service at all times. We are sorry that on this occasion you have needed to raise a complaint with us.  I would like to thank you for bringing the details of your complaint to our attention and for giving us an opportunity to resolve it for you. I have now closed your complaint on the basis that the matter is now resolved, however if you do feel that there is anything else that we can do please do not hesitate to contact us again.

Kind Regards

Emma Davies

Direct Debit Customer Care

Thank you for contacting our customer service team.
We are currently responding to 98% of our customer enquiries within 48 hours. If it takes a little longer, please be assured we will respond to you as quickly as possible

 

Wed 5/3, 11:33

You

You replied on 5/3/2017 11:36.

Dear Mr Cooke,

Thank you for your recent e-mail regarding your energy account 83787305011.

I see that you have contacted us earlier regarding your bills. Please accept my apologies for the inconvenience you have faced regarding this.

I have checked our records and can see that we have sent you the last invoice for the period of 16 February 2017 – 13 March 2017 on estimated meter readings. We have credited your energy account with £20.00 as a goodwill gesture on 10 March 2017 which shows your current account balance as £0.00.

If you require further assistance, please visit our website at www.scottishpower.co.uk alternatively you can contact us free on 0800 027 0072. We’re open from 8:00am to 10:00pm Monday to Friday and 8:30am to 6:00pm Saturday. If you are calling from abroad please telephone 00(+)44 141 652 4091.

Kind regards
Suman Chakraborty
Customer Services Representative
Scottish Power

 

Wed 5/3, 11:36

contactus@scottishpower.com

Sent Items

Thank you for that but what about the Termination fee that I have been charged. I was assured that I would have this waived. I want the £30 back please as soon as possible.

Yours
Graham Cooke

Thank you for contacting our customer service team.
We are currently responding to 98% of our customer enquiries within 48 hours. If it takes a little longer, please be assured we will respond to you as quickly as possible

 

CONTACTUS@SCOTTISHPOWER.COM

Thu 5/4, 13:58

Dear Mr Cooke,

Thank you for your recent e-mail regarding your energy account 83787305011.

I can see that you have contacted us regarding the termination fee and account balance.

I highly regret for the inconvenience caused to you in this matter. On checking our records I can see that your current account balance is £0.00. In case of termination exit fee of £30.00, I would like to inform you that I have forwarded your concern to the dedicated team in order to resolve and investigate the issue at the earliest.

If you require further assistance, please visit our website at www.scottishpower.co.uk alternatively you can contact us free on 0800 027 0072. We’re open from 8:00am to 10:00pm Monday to Friday and 8:30am to 6:00pm Saturday. If you are calling from abroad please telephone 00(+)44 141 652 4091.

Kind Regards
Sonam Dutta
Customer Services Representative
ScottishPower

 

Graham

 

Reply|

Fri 5/5, 09:29

CONTACTUS@SCOTTISHPOWER.COM

Sent Items

Dear Sonam,

Oh dear, oh dear.  Is Scottish Power being deliberately evasive and confusing in the hope that I will simply drop the case and forget about the matter of over charging or is it simply being incompetent?  Frankly, I side on the latter, given the abysmal service provided to me in 2017 by the company.

Why was matter of the Termination Fee not dealt with after my email (below) of the 3rd May; it was clearly mentioned in the email.  Why did I have to raise it again after the response from Suman and why is it now being referred to “the dedicated team” when I was assured in an email on 10th March from Emma Davies  from Direct Debit Customer Care that, and I quote:

“The national database confirms that your electricity supply is due to transfer to EDF on 14th March 2017. EDF will provide us with your final meter readings in order for us to issue you with a final bill and close your account. Referring to my previous email I can confirm that should you incur any exit fees due to the change of supply process, I can confirm that I will arrange to have these waivered.
“… I have now closed your complaint on the basis that the matter is now resolved, however if you do feel that there is anything else that we can do please do not hesitate to contact us again.

“Kind Regards
Emma Davies
Direct Debit Customer Care”

Please get this sorted out; I want the money transferred to my bank account forthwith and a acknowledgment that it has been paid back emailed to me.

Bank Sort Code: *******  Bank Account ******  Account in the name of G H Cooke

Yours

Graham Cooke

CONTACTUS@SCOTTISHPOWER.COM

Sat 5/6, 14:57

You

Dear Mr Cooke,

Thank you for your recent e-mail regarding your energy account 83787305011.

I can see that you are contacting us regarding the money to be refunded in your account.
I am sorry for all the inconvenience caused to you. Please accept my apology in this regard.
I’m sorry that you’re unhappy with the service you have received from Scottish Power. I have re opened your complaint to investigate this and your unique complaint reference number is 8022881274.

I’ve assigned your complaint to our Customer Care Team who will work hard to put things right for you. They will contact you by telephone to discuss your complaint but if they’re not be able to reach you, they will email you to keep you informed of progress until this matter is fully resolved to your satisfaction.

It’s important to us that you know what’s happening with your complaint so we’ve created an online Complaint Tracker where you can see updates, find answers to commonly asked questions and stay informed of the progress of your complaint. To view your Complaint Tracker register or login at scottishpower.co.uk/trackmycomplaint.

Thank you for giving us the opportunity to resolve this for you.

If you require further assistance please visit our website at www.scottishpower.co.uk alternatively you can contact us free on 0800 027 0072. We are open from 8:00am to 10:00pm Monday to Friday and 8:30am to 6:00pm Saturday. If you are calling from abroad please telephone 00(+)44 141 652 4091.

Kind regards
Subhra Pratim Sanyal
Customer Services Representative
Scottish Power

 

 

 

Switching is easy … but not if you’re with Scottish Power!

Consumer … beware.

Having been a loyal customer for both electricity and gas from Scottish Power I was bemused to receive a call from them in January telling me how much they regretted my decision to switch my gas supply to another provider.  I was bemused because I had made no such request.  I told them it was an error on their part and to stop it forthwith.  I was assured that the process would be halted straight away.

But by the start of February my online Scottish Power web page showed that I was now in the “Leaving Cycle” for Gas.  I was asked for readings from Scottish Power and was able to enter my electricity reading but not my gas because I was still in the “Leaving Cycle”.

I contacted Scottish Power and told them that unless this foolishness was stopped I would be leaving them, for both gas and electricity.  Again, I was assured that the matter would be sorted straight away.

By the 15th February there was no change to my online status – I was still leaving Scottish Power for my Gas supply.

I resolved to carry out my threat and switched to EDF for both gas and electricity.

On the 18th February EDF contacted me to tell me that they were having problems switching.

On the 20th February EDF told me that my existing supplier wouldn’t allow the switch to go ahead.

22nd February.  Email from Scottish Power asking me to fix my energy costs with them.

22nd February.  Rang Scottish Power.  Waited 50 minutes for a call back.  Spent 30 frustrating minutes talking to a very unhelpful operative.  At the end of call I was informed that Scottish Power had transferred me to Co-Operative Energy, a firm I had never heard of before, for Gas that morning and were well on the way to transferring my electricity to them, presumably the reason for them blocking EDF.  This process is apparently called an Erroneous Transfer.

22nd February.  Rang EDF who confirmed that my Gas was with the Co-Operative Power whilst my electricity now seemed to be back with Scottish Power.

22nd February. Co-operative Energy confirmed that the Gas supply had been switched on 8th February!

22nd February.  Posted a detailed account of the whole fiasco on Scottish Powers’ Facebook page.

23rd February. Surprise, surprise!  Received an email from Scottish Power, but it told me they were increasing my Direct Debit.  In fact the “increase” was a “decrease” but since my account with them had been closed I couldn’t enter any actual readings and didn’t know what I was being charged for.

3rd March.  Another communique from Scottish Power, this time a phone call, asking if I’d consider coming back to them.

3rd March.  Emailed Scottish Power asking for clarification as to what was happening with my account.

And the switch to EDF goes ahead for both electricity and gas.

All seems well.

But … no!

Start of May I check my bank balance to find that Scottish Power has taken more money out of my account.  I download the bill (it is not easy to read these things, no matter what they tell you).  Of course, I have no way of checking the details since my account is closed and I have no idea when my supplier changed.

I note that there is a credit of £20 on the bill.  This is presumably the “compensation” for all of the inconvenience, frustration, time etc.  which Scottish Power has caused me.  In her email explaining this, Emma Davis from Direct Debit Customer Care said, “While we do award goodwill payments, any such award will not be influenced by any outside influence or factor, such as stress, anxiety, consequential loss, the level of pay that a complainant might receive on an hourly basis or the value they place on their own time. The award intends to reflect the level of inconvenience and shortfalls in service only. In this case I have arranged to apply £20.00 credit to your account as a goodwill gesture.”

So it doesn’t matter to Scottish Power how much chaos they cause – they will not properly compensate the customer.  I wonder what would happen if the roles had been reversed!

Anyway, Emma did go on to state, “Referring to my previous email I can confirm that should you incur any exit fees due to the change of supply process, I can confirm that I will arrange to have these waivered.”  I had pointed out that since I had not initiated the early ending of the supplies, I should not have to pay the termination fees of £30 per energy supplied.

Whilst looking at the bill I note that while I had been awarded the £20 “goodwill” I had also been charged a £30 termination fee.

I emailed Scottish Power asking for clarification on the goodwill and termination charges.

On the 3rd May I receive a response that confirmed the £20 is the goodwill payment but ignored the matter of the termination fee.

I emailed back on the 4th asking for the £30 back and received an email telling me that: “In case of termination exit fee of £30.00, I would like to inform you that I have forwarded your concern to the dedicated team in order to resolve and investigate the issue at the earliest.”

On the 4th May I emailed back:

“Dear Sonam,

“Oh dear, oh dear.  Is Scottish Power being deliberately evasive and confusing in the hope that I will simply drop the case and forget about the matter of over charging or is it simply being incompetent?  Frankly, I side on the latter, given the abysmal service provided to me in 2017 by the company.

“Why was matter of the Termination Fee not dealt with after my email of the 3rd May; it was clearly mentioned in the email.  Why did I have to raise it again after the response from Suman and why is it now being referred to “the dedicated team” when I was assured in an email on 10th March from Emma Davies  from Direct Debit Customer Care that, and I quote:

“The national database confirms that your electricity supply is due to transfer to EDF on 14th March 2017. EDF will provide us with your final meter readings in order for us to issue you with a final bill and close your account. Referring to my previous email I can confirm that should you incur any exit fees due to the change of supply process, I can confirm that I will arrange to have these waivered.
“… I have now closed your complaint on the basis that the matter is now resolved, however if you do feel that there is anything else that we can do please do not hesitate to contact us again.

“Kind Regards
Emma Davies
Direct Debit Customer Care”

“Please get this sorted out; I want the money transferred to my bank account forthwith and a acknowledgment that it has been paid back emailed to me.

Bank Sort Code: *******  Bank Account ******  Account in the name of G H Cooke

Yours

Graham Cooke”

On the 6th May I receive this:  “I’ve assigned your complaint to our Customer Care Team who will work hard to put things right for you. They will contact you by telephone to discuss your complaint but if they’re not be able to reach you, they will email you to keep you informed of progress until this matter is fully resolved to your satisfaction.”

And 9 days later, silence, a great deafening silence.

Perhaps Scottish Power believes that it can just right rough shod over its customers.  Perhaps they just hope that by enmeshing the customer in a mighty web of confusion the customer will just give up on the matter.

How wrong they are.

Beware … consumer … beware.

 

And how did it all end?

Well, the switch to EDF eventually went through and, after continuing to post my thoughts on their Facebook page, Scottish Power offered me £100 to stop.  I gracefully accepted their offer.

It’s just so sad that we have to go through all of this nonsense to get these companies to accept that they are wrong and cannot ride roughshod over us mere customers – contracts work in both directions and both sides have responsibilities.  It’s about time companies like Scottish Power were made to accept this!