I have replaced my gas boiler and hob with an electric one and have been trying for three months to get Scottish Power to switch off the gas supply. In the meantime, I have to pay subscription fees.
Your email with Scottish Power records staggering incompetence. First, you were wrongly told that you had to call the National Grid to have your meter capped before you made an appointment for the move. The National Grid referred you to the network provider GTC, who confirmed that the removal did not require capping and that Scottish Power could do this, or appoint GTC to oblige for a fee.
He asked Scottish Power to complete the relevant documents, but Scottish Power told you that he could not act as an intermediary between customers and third parties. Scottish Power then referred you, oddly, to the National Grid emergency helpline. Eventually he acknowledged that he gave you the tour and promised to make an appointment.
Three days later you were told, in no uncertain terms, that a meeting was not possible and that was it, until I summoned the press office. An appointment was immediately mooted and the ongoing costs were refunded, along with £75 of goodwill.
Scottish Power says: “We are sorry for the incorrect advice the customer has received. Normally a customer would let us know they had made the change and we would arrange for the meter to be removed. »
Meanwhile, J.R. of Canterbury was being sued by invoices to his address, but in the name of a stranger, resulting, 18 months later, in a claim for debts of £2,748.
Scottish Power eventually issued an apology and promised the demands would stop, but JR was then warned that bailiffs would enter his home if the debt was not settled within 21 days.
Scottish Power decided that it could only close the account in the foreigner’s name if it opened one in its own name, which it duly did. The result was a demand for over £3,000 and the threat of legal action. “My wife and I are in old age and this stress is making us sick,” he wrote.
Scottish Power’s press office has uncovered the mysterious truth: the stranger named in the bills had, for unfathomable reasons, applied online for the power supply to be transferred from JR’s address to Scottish Power in 2020 and paid the first invoice before canceling the direct debit.
This means Scottish Power was supplying JR’s house the whole time. He should have received a “sorry, you’re leaving” notification from his former provider, who stopped billing him after his involuntary departure.
Scottish Power reduced the bill to £1,000 and JR has now returned to his old supplier. According to Citizens Advice, households may not be held liable for bills if someone signs them from a supplier without their permission, and should seek advice before paying.
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