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'I am happy to 支払う／賃金?what I 借りがある - I just?want it sorted out':?Fury as ScottishPower fails to 停止（させる）法案s fiasco and is STILL not answering calls or stopping overcharging

Updated: 16:08 BST, 7 December 2014

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Many ScottishPower 顧客s are still 存在 overcharged for gas and electricity ? にもかかわらず介入 by the energy regulator. 顧客s who complain are also 存在 kept waiting for their calls to be answered while those who get through often receive little help.

ScottishPower says a 明言する／公表する-of-the-art ￡200 million IT system has 原因（となる）d these problems. It is understood these 問題／発行するs have left some 攻撃を受けやすい顧客s without heating, while others have been overcharged hundreds of 続けざまに猛撃するs or been unable to get credit 支払い（額）s refunded.?

In one 事例／患者 ScottishPower sent （強制）執行官s to 強制的に enter a home and 任命する／導入する a 支払う／賃金-as-you-go メーター ? to recoup a ￡1,000 法案 left by a previous tenant.

'Wits' end': Alexandra Bryant has been trying to 支払う／賃金 her 法案 for months

To 追加する侮辱 to 傷害顧客s trying to 解決する these errors have struggled to get through on 献身的な顧客 phone helplines. Many complain of 存在 kept on 持つ／拘留する for an hour or more, only then to be given incorrect （警察などへの）密告，告訴（状） from call centre staff who are unable either to 解決する the 問題／発行する or calculate a 訂正する法案.

I am happy to 支払う／賃金 what I 借りがある ? I just want it sorted out?

Alexandra Bryant is at her ‘wits’ end’ after spending five months trying to 解決する her 法案ing problems with ScottishPower.

Alexandra, 22, who 作品 for a celebrity 管理／経営機関 and lives in Liverpool, had a pre-支払い（額）メーター fitted in the flat she rented with a friend in March.

She says: ‘At the time of 取り付け・設備, ScottishPower said we 借りがあるd ￡300. We were told ￡5 a week of the money we used to 最高の，を越す up the メーター would go に向かって減ずるing this 優れた法案.’

So she was shocked when she moved out of the flat at the end of July, only to be sent a final 法案 for almost ￡650. She 追加するs: ‘I don’t know how many times I’ve called to 解決する the 事柄.

‘I’ve waited up to an hour to get through to someone and then they don’t tell me what’s gone wrong, they just say they’ll send me a new 法案. On one day I received two recalculated 法案s for different 量s.’

The 最新の法案 she has received is for � �510 ? but this still fails to take into account any 支払い（額）s made on the pre-支払い（額）メーター.’

On Friday, ScottishPower said it had now 問題／発行するd a 改訂するd 声明, 詳細（に述べる）ing the 優れた支払い（額）s made 経由で the pre-支払い（額）メーター.

It also said that it had 減ずるd Alexandra’s 法案 by ￡95.

Regulator Ofgem has 警告するd the energy 巨大（な） it will be banned from taking on new 顧客s unless it sorts out its problems. Last week, Ofgem 発表するd ScottishPower had met its first 必要物／必要条件 ? （疑いを）晴らすing a backlog of Energy Ombudsman 決定／判定勝ち（する）s it had not 行為／法令／行動するd upon 敏速に.

But it has still to 速度(を上げる） up the time it takes to answer 顧客 calls ? it has been given a 最終期限 of the end of next month. It must also 減ずる the number of 法案s it has 延期するd sending out to 顧客s by the end of this month.

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（選挙などの）運動をする group Switchtobetter-service says the regulator must 行為／法令／行動する now. It wants to see ScottishPower 妨げるd from taking on new 顧客s until it 解決するs all 優れた問題／発行するs. Ady Howes, 創立者 of the group, says: ‘We are inundated with （民事の）告訴s about ScottishPower. Its helplines appear to be 圧倒するd. These problems have been going on for months, yet new 顧客s continue to be funnelled into a broken system.’

Howes, 39, a 顧問 in the leisure and 歓待産業 from Nottingham, 開始する，打ち上げるd his 圧力団体 after spending a year trying to 解決する a 法案ing problem with ScottishPower ? during which time he was 脅すd with 負債 collectors.

He says: ‘I have been appalled to discover how many other people were in a 類似の状況／情勢 ? or worse.’ He says ScottishPower would have been better off 投資するing the ￡200 million spent on a new IT system on more staff and 確実にするing they were adequately trained.

On Friday, a ScottishPower 広報担当者 apologised for the continuing 顧客 problems.?

He said it had recently 新採用するd 250 顧客 service 助言者s and was hoping to 新採用する 200 more in the coming weeks to を取り引きする優れた problems.

He 追加するd: ‘We would like to apologise to 顧客s who have experienced 問題／発行するs ? and we would like to 安心させる them we are committed to 回復するing our service levels to the highest possible 基準s.’

Desperate for a 法案: Ian 社債

One 顧客 who has been trying ? without success ? to get an 正確な公共事業（料金）／有用性法案 from ScottishPower for more than six months is self-雇うd IT 請負業者 Ian 社債.

Problems started when Ian, who lives in Shipley, West Yorkshire, bought the 所有物／資産／財産 next door as a 革新事業／計画（する） in April.

He is now living in it with partner, Liz, a university 行政官／管理者. But he says he has yet to receive a gas 法案 for the 所有物／資産／財産 ? にもかかわらず繰り返して接触するing ScottishPower and 供給するing them with メーター readings.

Ian, 45, says: ‘It sent me one electricity 法案 but it was incorrect as it had 意味ありげに過大評価するd our usa ge. Every month I （犯罪の）一味 ScottishPower to sort out this problem.

‘Typically, I’m put on 持つ／拘留する for 40 minutes and then told a 法案 will be sent in the next month. Nothing then arrives and I have to start the whole 過程 all over again.’

The service was so bad Ian was desperate to switch but as he was on a 直す／買収する，八百長をするd-率取引，協定 he did not want to get 攻撃する，衝突する with 出口刑罰，罰則s.

He took his 事例／患者 to the Energy Ombudsman. It said ScottishPower should 現在の him with a final 法案 so he could switch ? and it should waive all 刑罰，罰則s. ScottishPower wrote to Ian 説 it could not 生成する a 法案 because of computer problems.

Ian says: ‘I finally got a refund on part of the electricity 法案 but I still don’t have any written 記録，記録的な／記録する of usage. ScottishPower said it had never created a gas 契約 so I have not been 法案d for gas I’ve used between April and November. I want to settle any 未払いの法案s. I don’t want ScottishPower selling any 優れた負債 on to 負債 collectors or impairing my credit 記録，記録的な／記録する.’

On Friday, ScottishPower 主張するd it had now 答える／応じるd to all 活動／戦闘s 需要・要求するd by the regulator, 含むing making a ￡75 好意／親善支払い（額） to Ian.

Here’s what to do if you have a problem?

1) Getting through to ScottishPower’s call centres can be time 消費するing and 失望させるing. Keep a 記録，記録的な／記録する of how long it takes to get through, who you speak to and what 活動／戦闘 is 約束d.

This will 証明する useful if you 増大する your （民事の）告訴 to the Energy Ombudsman. Ask for 補償（金） for the time and money spent trying to 解決する your problem. Many 顧客s say that they do not get 返答s from online callback or message services. However, some have had success by using the に引き続いて emails for the 長，指導者 (n)役員／(a)執行力のある’s office:

neil.clitheroe@scottishpower.com or ChiefExecutiveCompla@scottishpower.com

2) If your （民事の）告訴 is not 解決するd within six weeks, 顧客s can スピードを出す／記録につける a （民事の）告訴 with the Energy Ombudsman by visiting the organisation’s website ombudsman-services.org/energy.

3) For more on Switchtobetter-service visit the website switchtobetterservice.uk, which continues to 最高潮の場面 problems with ScottishPower’s service.

If you have been a 犠牲者 of ScottishPower’s 無資格／無能力, email: jeff.prestridge@mailonsunday.co.uk

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