Incompetence, misinformation & impossible to contact

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manamanah88's review of Scottish Power www.scottishpowershop.co.uk

★☆☆☆☆

“Incompetence, misinformation and impossible to contact”

Written on: 28/11/2013 by manamanah88 (2 reviews written)

I closed my Scottish Power account over 2 months ago due to moving out of rented accommodation. I gave accurate meter readings on the day of moving out and issued them to SP who acknowledged receipt. I then received a final bill online, based on estimated amounts. I contacted SP via email to ask for a full refund of my credit balance and to check that they had received my final meter readings. After no response I emailed and called again to be told that this had been sent out to me in the post. It didn't arrive so I called again. And again. Each time I was told something different. They said a) it had been sent as a cheque b) it had been sent via BACs to my account c) it would be sent via cheque/BACs within 10 working days. I received an amount of £5.66 compensation into my account but no full refund. I have had to call again twice this week to be told they will look into it and call me back within 10 working days.
I just want my money back. It is almost impossible to get through on the phones, I have been hung up on twice, and each member of customer service told me a different thing each time. I will NEVER open an account with Scottish Power again. Avoid like the plague!

Edit: Scottish Power called me back around half an hour after posting this review to say that they had resolved and refunded the credit on the account. I am almost certain that this is because I informed them that I had reported the incident to the energy ombudsman. Apparently my credit refund hadn't been released because the electrical bill hadn't been generated for some unknown reason. They couldn't tell me why. It is abismal that it took so long for someone to investigate and tell me this. I was offered £10 compensation on top of the previous £5.66 for the inconvenience. For the amount of time I spent trying to resolve this I don't feel that this touches the surface of the compensation I deserve. Still won't be going back to SP in the future.

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