A customer experience about Scottish Power by Anonymous

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What happened

They reduced my direct debit payments leading up to end of contract even though account was in debit so increase my debt making it expensive and difficult to leave. Then do not respond to customer service requests and lock me into another contract.

What I wish had happened

Answered my request and apologising for my experience. Look into why it happened and ensure it does not happen again. Give me the option to leave and reduce the debt.

Where this happened

On a mobile app - Scottish power app

Scottish Power Customers

Most talked about by Scottish Power customers

High

Low

How this makes Scottish Power customers feel

High

Low

25% Customer Service

Feelings:

Frustrated

Annoyed

Let down

Uneasy

25% Financial Loss

Feelings:

Annoyed

Frustrated

Let down

Uneasy

17% Inconvenienced

Feelings:

Frustrated

Let down

Annoyed

17% Fraud

Feelings:

Annoyed

Frustrated

Uneasy

Let down

8% Communication

Feelings:

Frustrated

8% Delay

Feelings:

Let down

Frustrated

Annoyed

Utilities Customers

Most talked about by Utilities customers

High

Low

How this makes Utilities customers feel

High

Low

30% Customer Service

Feelings:

Frustrated

Annoyed

Anxious

Furious

Unsatisfied

Let down

Other

Saddened

Disheartened

Insecure

Sad

Disappointed

Offended

Uneasy

15% Financial Loss

Feelings:

Frustrated

Annoyed

Let down

Anxious

Furious

Disgusted

Disheartened

Saddened

Other

Uneasy

9% Communication

Feelings:

Frustrated

Unsatisfied

Offended

Sad

Furious

Anxious

Annoyed

9% Inconvenienced

Feelings:

Frustrated

Annoyed

Unsatisfied

Let down

Furious

Anxious

6% Discrimination

Feelings:

Anxious

Disgusted

Let down

Other

Annoyed

Frustrated

Disappointed

6% Other

Feelings:

Frustrated

Furious

Other

Let down

Disgusted

Annoyed

Anxious

6% Delay

Feelings:

Frustrated

Annoyed

Disheartened

Saddened

Let down

Other

Anxious

4% Expectations Exceeded

Feelings:

Happy

Delighted

Pleased

4% Fraud

Feelings:

Frustrated

Annoyed

Let down

Uneasy

4% Rudeness

Feelings:

Annoyed

Other

Anxious

Furious

Frustrated

2% Delivery

Feelings:

Pleased

Happy

Delighted

2% Service

Feelings:

Pleased

Happy

Delighted

2% Quality of product

Feelings:

Offended

Sad

Frustrated

Most positive experiences about Utilities companies

High

Low

Least positive experiences about Utilities companies

High

Low

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