Scottish Power Customer Service Issues

In reference to my previous email, our reference numbers are [redacted] and [redacted]9. We urgently require your assistance in sending us the payment we are entitled to from the government as we are facing a power shortage. Please contact us as soon as possible with a solution either via email or mail. Kindly communicate your intentions as we feel left in a difficult situation, which we find unfair. We were expecting a payment by now, especially for October, and the lack of communication is disappointing. This is not the level of service we anticipated from your end.

Subject: Need Assistance with Power Cut in My Apartment I am experiencing a power cut in my apartment and need help restoring the electricity connection. I recently settled my outstanding balance, but my smart meter is showing 2 indicators for a power cut. Kindly advise on how to reset the meter to restore the electricity supply. Name: Mrs. Wai Ming Lee Account Number: [redacted] Tariff: Standard Payment Method: Pay as you Go Supply Address: Apt. [redacted], Camden House, 80 Pope Street, Birmingham, B1 3BH I make payments through direct debit under the name W M Lee, dated 31Oct22 for GBP480.09. I request that a technician from Scottish Power be sent to inspect the meter as I am unable to reconnect the electricity supply. Your assistance in resolving this matter promptly is highly appreciated. Thank you for your support in resolving this issue. Your prompt attention to this matter is greatly appreciated. Best regards, W M Lee Homeowner of Apartment [redacted], Camden House

I would like to address my concerns regarding my current account balance. Despite being in credit by £24.98 after a pending direct debit of £[redacted].96 on the 7th, I received an email proposing to increase my monthly charge to £[redacted].07. This amount significantly exceeds my actual monthly usage costs, and I prefer to pay based on usage rather than estimations. It is concerning to be overcharged during a cost of living crisis. When attempting to seek clarification, I encountered difficulties with accessing customer support. The redirection to Scottish Power's website seemed to avoid addressing my concerns effectively. The lack of online customer service accessibility and busy phone lines with no queuing system have become obstacles. Even after submitting a complaint via email, the response indicated a lack of direct assistance, offering alternative ways to find answers, which was frustrating. The company's approach of raising direct debits efficiently contrasts with the challenges faced in resolving customer issues through their website, which seemed designed to limit communication. The lack of transparency and difficulty in reaching a live customer service representative is disappointing. Clarity and prompt resolution are essential, and the current experience is unsatisfactory.

I have already paid my bill of £[redacted], but I am receiving letters threatening debt collectors, which is confusing since I have settled the debt. I am not sure why this letter was sent to me. I believe there might have been a miscommunication. Even my online account shows a balance of £66. I paid £[redacted].34 on November 1st, one day before the due date mentioned in the letter (2nd of November). I hope this letter was generated before my payment. Please contact me promptly to clarify this situation. Thank you, K. Wells 65 Mayfield Close Carterton 0X18 3QS Account Number: [redacted]

I have not received the government energy scheme voucher for October. I have a prepayment meter and I have not received the voucher through the post. I have been trying to call Scottish Power for the last two weeks, but I cannot get through as the phone goes straight to a call back later message. On November 1st, I was on live chat and was asked to give them seven days to investigate. They said they would keep me informed, but I have heard nothing since. I have topped up my meter four times this week because there was a message on live chat instructing me to do so, in case the money was put straight to the meter key. This is not a smart meter. I am a 66-year-old pensioner with cancer and I am finding this situation very stressful. Can you please help me?

I have a smart meter. I pay for the gas, but the electric hasn't changed over, and I'm not paying for it. I've been raising this issue for months, but no one has come to sort this out. Also, I've received two payments of £66 for electric, which have been sent to you, but how can I claim it when the electric is still not working? I was on hold for two hours yesterday and still got no answer. Could someone please give me a call? - Nigel L. [redacted]1

My gas smart meter has stopped working, leaving me without gas supply, hot water, and a functioning cooker for the past four days. I have attempted to reach out to Scottish Power via email, phone, and their app, only to be met with automated responses. It is frustrating not being able to speak to a human representative, especially when a simple call back could resolve the issue by sending an engineer to fix the problem. I urgently need assistance to have the smart meter repaired before facing further inconvenience. - S.S. of [redacted] Ivy Avenue, Neath SA11 3EA. Please contact me at [redacted] or [redacted] Mobile: [redacted].

Scottish Gas disconnected my gas supply on Monday, November 7th to install a new gas pipe. They dug up my path and driveway. The gas was reconnected on Thursday, November 10th, but I am still waiting for them to fix the path and driveway. Someone came yesterday and promised a fix today. Two vans arrived today, did a bit of work, and left. They mentioned Lightways Contractor, but no one showed up. Our path and driveway have metal plates and fencing. As pensioners, it's tough moving our bins. Our Account Number is [redacted]5. Can you assist? Jean Burns 18/11/[redacted]

I have been in contact with you since September regarding a sudden bill of £[redacted].32 with account number [redacted]2. I have always paid my monthly bills on time, and it is confusing to receive this unexpected charge after leaving your company in September [redacted]. Could you please provide a detailed breakdown of the charges? The current situation is causing a lot of stress and sleepless nights for both myself and my mother, whose health is already fragile. Your prompt assistance in resolving this matter would be greatly appreciated. Sincerely, Paul J. & Dawn J. PS: I am using a friend's email address, who is assisting me with this communication.

My name is Mrs. Alice James, and I reside at 1 Exbury Court, Exbury Road, Blackfield. I am facing issues with my meter, and I have been without heat for 2 days now. Despite my attempts to resolve it, I have been unsuccessful. Being an O.A.P with various medical conditions, I kindly request your prompt assistance in sending someone to fix the problem as it is quite cold at the moment. Your immediate attention to this matter would be greatly appreciated. Thank you.

I recently discussed an issue concerning my neighbor, Victor C., residing at 9 Woodhall Drive, Harrogate, HG1 4JH. Following his wife's passing two years ago, he sought to have his account transferred to his name. The representative I spoke to mentioned that the account would need to be closed, and any funds owed to Victor would be refunded to the same address. Currently, he has over £[redacted] in credit. Today, Victor received a letter regarding account number [redacted]0, indicating an increase in his direct debit with no mention of the refund. Victor, aged 73 and living independently, requires urgent attention to this matter. Kindly investigate promptly. The email provided is [redacted] I eagerly await an acknowledgment of this message.

I have been experiencing issues with my gas meter for months now. This past week has been incredibly challenging. On Sunday night, 11/12/22, I added emergency credit which took £3.60. However, by Monday morning, 12/12/22, it had run out after 9am. When I tried to top up, it was asking for nearly £21 to reconnect, which seemed unusually high. I added £23 but only received just over £2 of credit. This morning, after adding another £10, it still wasn't enough as it was asking for over £11. I have raised concerns about a malfunctioning gas meter during previous chat sessions before the price increase. Despite my efforts to contact support, I have been unable to resolve the issue. I am feeling extremely frustrated and need urgent assistance. I am a single parent on universal credit with a young child, and I believe an engineer needs to inspect my meter.

I am experiencing issues with both my gas and electric smart meter. I have been unable to speak to a person about this problem. The gas meter does not display my usage, so I cannot provide a reading. When trying to provide an electric reading over the phone, it prompts me about a gas account. I was told a few months ago that the meter will not be repaired or replaced. I am dissatisfied with the lack of service and feel anxious about the possibility of my electricity being cut off due to the uncertainty of my usage. This situation is very upsetting and causing me a lot of stress.

Case Number: [redacted]   I am writing to address the issue regarding a false bill I received after moving out of 12 Inchcape Drive, M98JN in February [redacted]. Despite being a pay-as-you-go client, the bill ended up with debt collectors and has impacted my credit score.   I have provided proof of my accounts during that period and my departure from the property, which was also shared with the debt collectors. An apology email from Scottish Power was received on December 5th after an investigation, and the case was returned.   I have made numerous attempts to contact Scottish Power, but I have been unable to reach the customer service department that could assist with this matter. I kindly request Scottish Power to rectify my credit score promptly to support my mortgage application process. You can reach me at [redacted]7.

I have been attempting to have a gas smart meter installed for over a year at Flat 6 Admirals Court, 25 Cliff Road CO123NQ. It is the only meter in the block of 8 flats that is not a smart meter. All the other electric and gas meters in the building are smart. Despite previous appointments where no one arrived, you have indicated you will only install an electric meter. This gas meter was overlooked during the initial installation. I am struggling to understand the difficulty in resolving this issue. My attempts to contact you by phone have been unsuccessful as the calls get disconnected. I work Monday to Friday from 9-5, and I am concerned about running out of gas over a weekend. Please reach out to me promptly. From, Paul M.

My son has cerebral palsy with right-side hemiplegia, making it challenging for him to top up the gas meter located under the sink due to his limited hand mobility. Despite requesting a change to a smart meter, the scheduled appointment was missed. Consequently, he is now in his flat with no heating and accruing a debt. Additionally, he should be receiving the EBB payment, but no payments have been received. Your attention to rectifying these issues would be greatly appreciated.

A few months ago, I assisted my daughter in setting up an account with your company when she moved into her new flat. It appears that although we expected to have both Gas and Electric services, only the Electric was activated, which we were unaware of. Subsequently, a Gas account was opened for the landlady without consulting us. Could you please merge the Gas account into my daughter's account for easier management and set up direct debits for both services? I believe adding Kathryn's details to the Gas account and removing Mrs. S. Ogden's information should suffice. We encountered issues trying to reset the password last night, and my daughter is worried about paying the bill on time. Could changing the email address during the account setup process be causing the password problem? We would appreciate guidance on how to establish Direct Debits and prefer paper mandates over online procedures. Once it's arranged, we would like to pay monthly without delay. Kindly confirm if the account is currently locked and assist us in unlocking it. We struggled to access it several times and would appreciate a supportive phone call to walk us through the process. My daughter, Miss K. Joy, is associated with the Electricity account [redacted], while the property owner, S. Ogden, has the Gas account [redacted]. The property address is 24 Lindlar Close, Shaftesbury SP7 8PS. We are finding the technical aspects daunting, and a patient approach would be greatly appreciated.

I urgently need assistance regarding a serious issue with a faulty gas meter. On Christmas day, the meter abruptly stopped working, leading to a gas emergency where a small leak was found, resulting in the gas supply being cut off until December 29th. This left my family without heating, hot water, or cooking facilities, causing us to discard all perishable food. Despite previous complaints about the meter, Scottish Power's initial visit only temporarily resolved the issue without fully fixing it. Subsequently, due to our vulnerable health conditions - my son's cancer and diabetes, my daughter's metabolic condition, my own heart problems, lung issues, and cognitive difficulties - the lack of heating and hot water exacerbated our medical conditions, leading to additional stress and health complications. I seek prompt replacement of the faulty meter and request compensation for the food loss and the extensive time and effort spent trying to resolve the gas supply problem. Despite being designated as vulnerable, the lack of priority and empathy from Scottish Power has been disappointing and distressing. I anxiously await a swift resolution and response from Scottish Power to address these critical concerns. Thank you, Sonia.

I need to update the account holder information for account number [redacted]4 at 37 Mill Pond Close SW8 4SL. The landlord indicates that they may not have made the updates, so I contacted customer service to verify the email address and phone number associated with the account. Although I provided my contact details for the account update, I am not responsible for any past bills. It's important to ensure the details provided by the landlord are accurate. Unfortunately, I couldn't find a contact number to discuss this matter further.

Caution: The following email was sent from an external source - [redacted] Please exercise caution when interacting with the content, links, or attachments. If you do not recognize the sender, refrain from responding until you confirm the safety of the information. Hello, Our boiler recently broke down, leaving us without central heating from December 8th to December 21st. During this period, we had to rely on electric heaters due to the cold weather conditions. The letting company has agreed to compensate us for the increased energy usage caused by this situation. The electric meter readings on December 10th were [redacted], on December 14th were [redacted], and on December 21st were [redacted] after the issue was resolved. We would appreciate it if you could help us calculate the additional energy consumption and costs incurred between December 8th - 21st. This information is needed for us to formalize the compensation arrangement with the letting agents. Thank you.