ScottishPower refuses to consider that my father has died | Shopper affairs

[ad_1] When my father died final yr, almost all the businesses we needed to notify had been variety and empathetic, however not ScottishPower.

It had been paying feed-in tariff (Match) funds for electrical energy produced from my dad and mom’ photo voltaic panels into his account. My dad and mom had purchased the panels collectively in 2011, and my mom is known as on the certification and was ScottishPower’s predominant level of contact, so she thought it will be a easy matter for the funds to be switched to her checking account. It was not.

4 months of nightmarish paperwork have so distressed my grieving 82-year-old mom that she is inclined to surrender and let ScottishPower hold the cash. She was required to finish three onerous varieties proving she lived in her own residence, and submit quite a few paperwork together with, insensitively, a replica of the desire. These had been promptly misplaced by ScottishPower.

She has since been bombarded by emails requesting data already despatched and distressingly addressed to my late father.

Her personal emails have been ignored and her complaints not acted on, and customer support brokers appear unable to speak with one another. Workers have proven no regard for her age and bereavement. It’s not an exaggeration to say that coping with ScottishPower has damaged her.

TM Cromer, Norfolk

You contacted me final September, a yr after ScottishPower had despatched a Match cost to your late father’s account. By this level your mom was owed greater than £1,000.

ScottishPower promptly apologised once I alerted its press workplace to her inexcusable ordeal. A spokesperson mentioned: “We’re deeply sorry for the expertise the household has had with us throughout such a distressing time. Our dealing with of the case is much under the usual we intention for, and we're investigating why this has occurred and why it has taken so lengthy to resolve.”

Did contrition resolve the nightmare? Not a little bit of it. One other cheery e mail winged its strategy to your late father.

Once you complained, ScottishPower lastly twigged that you simply had misplaced a father or mother – it replied with condolences for the demise of your mom.

Lastly, in November, your mom obtained the yr’s price of Match funds, with out the curiosity funds you had demanded, and a suggestion of £75 in compensation, which you understandably thought-about derisory.

Two weeks later, an agent known as your mom asking to talk to her late husband and, after being knowledgeable of his demise, adopted up with an e mail addressed to him.

“Does ScottishPower know what ‘lifeless’ means?” you requested in despair. “It means my father is not with us, he handed on, he has expired, he's bereft of life, he's deceased, he has shuffled off his mortal coil. It additionally means my father is not ready to learn emails or converse on the phone.”

One other month glided by. ScottishPower repeatedly promised that curiosity due on the late funds was being calculated, then out of the blue introduced that no curiosity was payable as a result of your mom was accountable for delays it had beforehand apologised for. It upped its compensation provide to £150.

Final month, ScottishPower lastly admitted it had wasted two months requesting pointless paperwork and had delayed processing paperwork that it did want. It additionally realised it had taken two months to behave when it was notified of your father’s demise final Might.

It supplied £300 in compensation, which incorporates the curiosity funds, and your mom has accepted this.

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