Following the Energy Know How presentation to a group of senior citizens at Whiston parish hall, Stanley asked if they could help him. He has his energy supplied by Scottish Power and in April 2022 they increased his direct debit to £380 which he managed to pay but it was a struggle – he knew this was far too much and tried to get them to reduce it but several times they said they had worked it out on his previous usage.
Eventually they agreed to lower his payment to £232.00 which he is still paying and from Oct-Mar will get the £66 refund due to the government £400 grant to households – he is, however in credit by £790.00 following his latest bill which shows he is still paying more than he has used. On this basis his credit balance will continue to grow.
He has attempted on several occasions to contact Scottish Power as their website says he can have his credit balance back; however, they use automated chat bots which do not take him to where he wants to be, and he has not had any response to call back requests or emails. Sharon discussed with him the process of how he can make a formal complaint and gave him the email address for the CEO of Scottish Power – Kevin Anderson. They discussed what he needed to include, and she gave him guidance on how to draft his email considering he has had multiple customer service failures from them, and he should be due to a minimum of £90/£120 compensation. They also discussed ways to save energy including using a slow cooker and having radiator foils/led lightbulbs. With this in mind, he requested a green doctor visit. His wife is partially sighted, and both are in their 80’s.
He was very appreciative of the help and advice he was given and will make the complaint to Scottish Power.