Tragic Loss and Inconsistent Service:
In a sudden turn of events, my grandfather GD passed away at the age of 91 due to a stroke in March. Until then, he had led mostly healthy and independent life, occupying his lifelong house and maintaining a small workshop for his engineering tools.
Unfortunately, due to the house’s draftiness, his electricity bills were exorbitant. Yet, despite his attempts to disconnect the power supply to the workshop, he faced continuous delays and excuses from ScottishPower, the energy company managing his personal and business accounts.
Overwhelmed with Conflicting Information:
Since his passing, my mother, GD’s daughter, has been trying to close both accounts while selling the house. Regrettably, she encountered conflicting guidance from ScottishPower, causing immense confusion and frustration.
Despite being advised to transfer everything to her name, she started receiving bailiff letters under GD’s name at her own address. Astonishingly, ScottishPower demanded £1,500 for unpaid bills, even though they had previously assured her that the account was settled.
Perplexing Bill Errors and Failed Appointments:
One advisor dismissed the bill as an error, instructing her to disregard it. However, a few days later, she received another bill demanding immediate payment within 24 hours. Furthermore, attempts to disconnect and remove the workshop meter through scheduled appointments turned futile as no one showed up.
Compounding the Issues:
Adding to the turmoil, ScottishPower’s bereavement department lacked access to business accounts. Consequently, my mother had to navigate the regular customer service channel repeatedly, reiterating her predicament to new personnel every time.
Appealing for Help:
Naturally, this ordeal takes a toll on my mother’s emotional well-being. Regrettably, ScottishPower only communicates with the account holder, preventing me from intervening. Can you offer any assistance?
HR, London
Swift Resolution:
This is yet another appalling incident involving ScottishPower. In our previous report in April, we highlighted how they sent emails and worthless cheques to someone named MJ after his father’s demise.
While resolving the outstanding amount owed by your late grandfather proved to be more complex due to the workshop meter, it is disheartening to learn about the obstacles ScottishPower imposed on your bereaved mother’s efforts to finalize the account. However, once we intervened, the cycle of errors ceased, and the matter was promptly resolved.
ScottishPower responded by stating, “We apologize for the distress caused to GD’s family during this difficult time and have contacted them to address the issues. Billing in GD’s name to his daughter resulted from an administrative mistake.”
Their bereavement team, though unable to access business accounts, should have transferred the details to the dedicated team for record updating. Unfortunately, this handover did not occur, and we will compensate for the inconvenience caused.
Deeply Unsatisfactory:
You express gratitude as it is highly probable that this ordeal would still be ongoing if not for our intervention. Such experiences are simply unacceptable.
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