Jeg måtte sende en ny e-post til the Energy Ombudsman

Erik Ribsskog <eribsskog@gmail.com>

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Ref 540460/Fwd: Complaint/Fwd: Ref 540460/Fwd: Update/Fwd: Phone-call just now

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Erik Ribsskog <eribsskog@gmail.com>	Thu, Jan 7, 2010 at 3:03 PM
To: enquiries@energy-ombudsman.org.uk
Hi, thank you for your letter, that I received today, telling me to contact Scottish Power again. It seems that Scottish Power have exhausted their complaint procedure, so I ask you again, to please have a look at this. Yours sincerely, Erik Ribsskog ---------- Forwarded message ---------- From: McWilliams, Margaret Rose <MargaretRose.McWilliams@scottishpower.com> Date: Thu, Jan 7, 2010 at 2:30 PM Subject: RE: Complaint/Fwd: Ref 540460/Fwd: Update/Fwd: Phone-call just now To: eribsskog@gmail.com Dear Mr Ribsskog Thank you for your e-mail. I am satisfied that we have answered the issues you have raised (please see my e-mail to you dated 30th December 2009 enclosing a summary of your account and consumption history table). Our Customer Liaison Officer Mr John Caton visited you and confirmed that your charges are correct based on the type of heating your property (convection heating) and the amount of electricity being used in your home, and that a suitable payment plan has been offered to you to clear the balance on your account over 2 years. You advised when you called us on 25th and 29th September 2009 that you would make token payments of £5.00 fortnightly, however a payment plan for this amount was never agreed by ScottishPower. You made a payment of £5 on 25th September then called us on 13th October to make a payment of £1 which we advised was not acceptable. You paid £5 on 28th October and £5 on 1st December, no other payments have been made to your account. As a result of your failure to pay the balance on your account, debt follow up continued. As explained in my e-mail, we have now exhausted our internal complaints process and we have reached a deadlock situation. If you are unable to accept that you have been charged correctly or agree to set up a payment plan to clear the balance on your account over 2 years, you must now seek arbitration from the Energy Ombudsman. Please be assured that the Energy Ombudsman will carry out a detailed investigation of your case and I would urge you to contact them as soon as possible. The Energy Ombudsman booklet, which you should receive within the next few days, provides you with a list of contact options on page 26, including several telephone numbers, together with a postal and email address. I trust this clarifies our position. Kind regards Margaret Rose McWilliams (nee MacInnes) Senior Complaints Advisor Director's Support Team Tel: 0141 568 6084 (850 6084 Int) e-mail: margaretrose.mcwilliams@scottishpower.com -----Original Message----- From: Erik Ribsskog [mailto:eribsskog@gmail.com] Sent: 07 January 2010 13:32 To: Customer Service Director Subject: Comlaint/Fwd: Ref 540460/Fwd: Update/Fwd: Phone-call just now Hi, I tried to send this to the Energy Ombudsman, but they said I had to complete the complaint-procedure, at Scottish Power. It's explained in the forwarded e-mail what I wanted you to please investigate, so I hope it's alright that I just refer to the forwarded e-mail. It's that you've gone back on a payment-plan arrangement, you stopped answering my e-mails, you put an annoying debt-company on my, and I suspect there could have been something wrong with your last meter-reading, the time when the young man from your company called me to get the readings this autumn, I think it must have been. I hope you have the chance to investigate this! Yours sincerely, Erik Ribsskog ---------- Forwarded message ---------- From: Erik Ribsskog <eribsskog@gmail.com> Date: Wed, Jan 6, 2010 at 12:15 PM Subject: Ref 540460/Fwd: Update/Fwd: Phone-call just now To: enquiries@energy-ombudsman.org.uk Cc: "McWilliams, Margaret Rose" <MargaretRose.McWilliams@scottishpower.com> Hi, Scottish Power have failed to investigate the problems with the Ombudsman. About why they have sent a debt-company to annoy me. About a meter-reading I thought was strange. About why they stopped answering my phone-calls. Scottish Power also agreed with me, that I'd pay £5 as a token payment, since I'm unemployed, (Manish there). But Margareth McWilliams have been calling me a lot of times, and written a lot of correspondance, without actually dealing with the problems I've brought up with the Ombudsman, I'd say. It also seems to me, that she want's to go back on the £5 payment-plan, that I've previously agreed with Scottish Power, as a temporarely payment-plan, untill I get a job, since I'm on a budget that I've co-operate with the CCCS to set up. So now McWilliams gives the impression that Scottish Power wants to break this agreement, about the £5 payment-plan. So this I also want to complain about to the Energy Ombudsman now, since I don't think Scottish Power should break agreements, that's against the law, I'd say. So I hope you can include my last complaint as well, in my complaint against Scottish Power. And then I'll wait and hear about the Energy Ombudsmans decision, before I decide if I have to contact the CCCS again, about this. Hope this is alright! I'm sending a copy of this e-mail to Margareth McWilliams at Scottish Power, so that she can be updated about how I'm going forward with the payment-plan issue. That is that I first bring up the payment-plan issue with the Energy Ombudsman, (and not with the CCCS first, like I said on the phone to McWilliams earlier today. She's calling all the time, but like I said when she called today, I think it's better to have things like this in writing). Hope this is alright! Yours sincerely, Erik Ribsskog ---------- Forwarded message ---------- From: Erik Ribsskog <eribsskog@gmail.com> Date: Wed, Jan 6, 2010 at 11:59 AM Subject: Update/Fwd: Phone-call just now To: MargaretRose.McWilliams@scottishpower.com Hi again, I mean I'll take the payment-plan with CCCS. And the other, about the anoying debt-company, the strange or 'strange' meter-reading, and that your customer-support stopped answering my e-mails, that I'll take with the Energy Ombudsman, I thought. Hope this is alright! Yours sincerely, Erik Ribsskog ---------- Forwarded message ---------- From: Erik Ribsskog <eribsskog@gmail.com> Date: Wed, Jan 6, 2010 at 11:50 AM Subject: Re: Phone-call just now To: "McWilliams, Margaret Rose" <MargaretRose.McWilliams@scottishpower.com> Hi, this with the payment-plan, I look at as a CCCP-case. The problems with the debt-company and the strange or 'strange' meter-reading I look at as an Energy Ombudsman-case. I'll contact the Energy Ombudsman again about the two latest issues. Hope this is alright! Yours sincerely, Erik Ribsskog On Wed, Jan 6, 2010 at 9:10 AM, McWilliams, Margaret Rose <MargaretRose.McWilliams@scottishpower.com> wrote: Dear Mr Ribsskog Thank you for your e-mail and for taking the time to talk to me on the phone. I am unable to accept your initial offer of £5.00 per month or most recent offer of £1.00 per month (as it would take 882 months or 73 years to clear the balance on your account. I am sure you understand that this is not acceptable. I am very sorry that we have been unable to resolve this matter to your satisfaction. Regrettably, we have now exhausted our internal complaints process and unless you are prepared to clear the balance on your account in full, or alternatively set up a payment plan to clear the balance of £882.83 over 2 years by paying £36.78 per month by Direct Debit, this letter constitutes a deadlock situation. As a member of the Energy Ombudsman, ScottishPower has to inform you of this independent body set up to resolve sales, billing and transfer issues between customers and energy suppliers. This service is free to customers. Details of how to contact them can be found or on our website within the "Making a Complaint" section. I have also arranged for an Ombudsman booklet to be sent to you in the post today. Remedies that the Ombudsman can award include an apology, an explanation, a requirement on the supplier to take remedial action or, in appropriate circumstances, compensation. The Ombudsman's decision will be binding on us as your supplier, but you are free to choose whether or not to accept the decision. I shall keep your complaint open for a further 10 working days from the date of this letter. If I do not hear from you or the Ombudsman within that time, I will close your complaint and normal follow up action will resume. Kind regards Margaret Rose McWilliams (nee MacInnes) Senior Complaints Advisor Director's Support Team Tel: 0141 568 6084 (850 6084 Int) e-mail: margaretrose.mcwilliams@scottishpower.com -----Original Message----- From: Erik Ribsskog [mailto:eribsskog@gmail.com] Sent: 05 January 2010 16:22 To: McWilliams, Margaret Rose Subject: Phone-call just now Hi, I'm refering to our phone-call just now, where I said I'd call the CCCS again. On second thought, I don't think there's any use in me contacting the CCCS again, because they'll just tell me that same advice. And that is to offer you a token-payment payment plan of £1 a month until I get a new job and a higher income. So that's my offer for now, unfortunatly. Yours sincerely, Erik Ribsskog ************************************************************************ This e-mail is intended solely for the person or organisation to which it is addressed. It may contain privileged and confidential information. If you are not the intended recipient, you are prohibited from copying, disclosing or distributing this e-mail or its contents (as it may be unlawful for you to do so) or taking any action in reliance on it. If you receive this e-mail by mistake, please delete it then advise the sender immediately by reply e-mail to MargaretRose.McWilliams@scottishpower.com. Without prejudice to the above prohibition on unauthorised copying and disclosure of this e-mail or its contents, it is your responsibility to ensure that any onward transmission, opening or use of this message and any attachments will not adversely affect your or the onward recipients' systems or data. Please carry out such virus and other such checks as you consider appropriate. An e-mail reply to this address may be subject to monitoring for operational reasons or lawful business practices. This e-mail is issued by a Scottish Power Group Company. In sending this e-mail the sender cannot be deemed to have specified authority and the contents of the e-mail will have no contractual effect unless (in either case) it is otherwise agreed between that Scottish Power Group company and the recipient. The ScottishPower Group companies include, among others: Scottish Power Limited, company number SC193794; Scottish Power UK Holdings Limited, company number SC232909; Scottish Power UK plc, company number SC117120; ScottishPower Generation Limited, company number SC189124; ScottishPower Energy Retail Limited, company number SC190287; ScottishPower Energy Management Limited, company number SC215843; ScottishPower Energy Management (Agency) Limited, company number SC222524; SP Dataserve Limited, company number SC215842. All of which companies are registered in Scotland and have their registered offices at 1 Atlantic Quay, Glasgow G2 8SP, UK.

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