Steffan Aquarone

Steff is a film producer and technology entrepreneur who speaks internationally on innovation, entrepreneurship and digital marketing

Digital Consumers need businesses to be more social – even energy suppliers


Deregulation made them compete on price; but will they ever pull their socks up on service?

Here’s a long, protracted extract from the final episode of my recent exchange with Scottish Power.  It’s a cool piece of timing after two days talking to delegates of my digital marketing course about the importance of re-organising their businesses to be more human.

Dear Scottish Power,

Thank you for your latest but largely meaningless communication.  Please see below.
On 20 June 2013 16:51, <ContactUs@scottishpower.co.uk> wrote:

Dear Mr Aquarone

Thank you for your E-Mail regarding the issues you have experienced with your ScottishPower account.

I can confirm the debt follow up by Insight collections was triggered on the 11th June 2013 as there was no repayment plan in place.

What?! I’ve been complaining of the debt collection harassment for MONTHS – ever since your shockingly poor record keeping failed to notice the replacement of my gas meter, thought it was likely that I’d spent £2,000 in gas in a quarter, and tried to bill me for it!  Did you read the case notes before sending this email?
I stated clearly that I was not going to pay any money to Scottish Power until my final invoices were based on actual meter readings.

A Direct Debit was set up on the 13th June 2013 to collect the balance over 12 months so all debt follow up with now be cancelled if the Direct Debit is paid each month.

It’s now 21st.  Why am I still receiving letters?

I am sorry to hear that you are dissatisfied with the service you have received and if you wish to take this matter further you will need to contact the energy ombudsman as outlined in previous E-Mails to you

There are clearly some big deficiencies in your business but these don’t warrant any more of my time.
I’ve posted this correspondence on my blog.  I am now bored to tears and can’t face spending any more time on this.
Regards
Steff

Yours Sincerely

Ross Pell

Customer CarFrom: steffanaquarone@gmail.com
Sent: Wed Jun 05 19:49:26 BST 2013
To: contactus@scottishpower.co.uk
Thank you Andrea

I afraid I am still going to refer the matter to the Ombudsman as I am
still receiving debt collection attempts, today time from Insight
Collections by letter as well as by phone.

Please can you instruct all departments of Scottish Power to cease debt
collection attempts immediately.

At no point have I been in arrears or owed you money when there hasn’t been
a live dispute.  These disputes have all been caused by Scottish Power’s
incompetence and inadequate record keeping.

I’m struggling to believe I’m having to write to you again on this matter.

Steff

On 13 June 2013 07:30, <ContactUs@scottishpower.co.uk> wrote:

> Dear Mr Aquarone
>
> Thank you for your email.
>
> I can confirm a direct debit has been set up for the 25th of each month
> starting on 25th June 2013. This will clear the combined final balance
> owing of £181.78 over 12 monthly installments of £15.15
>
> Kind regards
>
> Andrea O’Dwyer
> E-Contact Centre
> ScottishPower
www.scottishpower.co.uk
>
> P.S. – You can check which product you are on by visiting
www.scottishpower.co.uk/myaccount. If you do not have online access, your
> product is noted on the covering page of your most recent statement.
>
> P.S. – You will find answers to frequently asked questions on the Help
> pages on our website at www.scottishpower.co.uk – just click “Need Help”
> on the far right tab of the menu bar.
>
> Did You Know..?
>
> ScottishPower is working with Cancer Research UK to help make a difference
> to peoples lives. To show our support we have developed our Help Beat
> Cancer Discounted Energy product. The product guarantees you a 3% discount
> on our standard monthly Direct Debit prices, whilst ScottishPower makes an
> annual donation to Cancer Research UK, to help them to continue their
> important work.
>
> ScottishPower offers a fantastic Platinum product, which includes Fixed
> Price Energy and Boiler Cover, to help with any unexpected breakdowns and
> give you peace of mind during the cold weather. Why not visit
http://www.scottishpower.co.uk/products/platinum-fixed-energy.aspx
>
> ScottishPower also has an online shop, offering lots of great products
> that could really help you reduce your energy costs. You can visit the shop
> at www.scottishpower.co.uk
>
> ScottishPower – voted ‘Best Online Service’ 5 consecutive times in the
> uSwitch customer satisfaction survey.From:
steffanaquarone@gmail.com
> Sent: Wed Jun 05 19:49:26 BST 2013
> To: contactus@scottishpower.co.uk
> Hello Natalie,
>
> Thank you very much for your comprehensive email and for taking the time to
> review this case.
>
> I appreciate and accept your, now reading-based, final bills on both
> electricity and gas accounts.
>
> I accept your offer to settle the balance over twelve months.  Please let
> me know what information you need to complete this.
>
> Warm wishes
>
> Steff
>
>
> On 5 June 2013 08:12, <ContactUs@scottishpower.co.uk> wrote:
>
> > Dear Mr Aquarone
> >
> > Thank you for your recent e-mail regarding your final account. Please
> > accept my apologies for any inconvenience that this matter may have
> caused
> > you. Your details have been logged under complaint reference 4000052
> >
> > I can confirm that your electricity account had already been billed to
> the
> > meter readings you have provided
> >
> > Night Rate – 63082
> > Day Rate – 66130
> >
> > These readings had been updated as estimates per the information provided
> > by your new supplier. As requested I have rebilled your account to these
> > readings and have updated them to show as actual meter readings. This
> still
> > leaves you with an outstanding balance of £143.23 to be paid on you final
> > electricity account.
> >
> > Please be advised that as part of our terms and conditions we are allowed
> > to bill you to estimate readings in the absence of actual meter readings.
> >
> > In relation to the change of supplier meter readings provider by your new
> > energy company we have to accept these as being correct and these have to
> > be re-agreed between both suppliers if any amendments are required e.g.
> > difference in actual reading and transfer reading.
> >
> > The reminders you have received regarding your outstanding balance are a
> > part of our standard follow up procedure for debt balances, these will
> >  continue until the balance is paid or suitable payment arrangement has
> > been agreed.
> >
> > If you are unable to now clear this balance in full as now billed as
> > requested to show the above readings as actual rather than estimate,
> please
> > contact us to set up a payment arrangement as gesture of good will I
> would
> > be willing to agree to clear this outstanding amount over the next
> 12months
> > instead of our standard 3months for final balances. In order for this to
> be
> > cleared over a 12month period you would need to set up a Direct Debit.
> >
> > I can confirm that you gas account has also been finalised to an actual
> > meter reading of 1500 for the 24 April 2013 on meter serial number
> > G4K00057521201. Your final balance on this account is £38.55
> >
> > If you do not agree with our explanations of your final balance or the
> > above offers made to clear your final account then we consider ourselves
> in
> > deadlock.
> >
> > I am sorry that we have been unable to resolve this matter to your
> > satisfaction more quickly. As we have now exhausted our internal
> complaints
> > process and my recent offer on resolution was not accepted, this letter
> > constitutes a deadlock situation. This means that you have a right to
> refer
> > your complaint to the Energy Ombudsman.
> >
> > The Energy Ombudsman is an independent body that has been 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 in the enclosed Ombudsman booklet that is enclosed and
> in
> > the “Complaints” section on our website.
> >
> > Remedies that the Ombudsman can award include an apology, an explanation,
> > a requirement on the supplier to take remedial action or, in appropriate
> > circumstances, a financial award. The Ombudsman’s decision will be
> binding
> > on us as your supplier, but you are free to choose whether or not to
> accept
> > their decision.
> >
> > This is our final offer of settlement in this case, and should you
> decline
> > to accept this and choose to exercise your right to take your case to the
> > Energy Ombudsman, our offer is withdrawn and we will await their
> > independent final decision.
> >
> > Your complaint with us has now been closed and we await contact from the
> > Energy Ombudsman should you choose to take your complaint to them. Please
> > be aware that in the meantime follow up of the £143.23 balance will
> > continue.
> >
> > Yours sincerely
> >
> >
> > Natalie Jackson
> > Customer Care RepresentativeFrom: steffanaquarone@gmail.com
> > Sent: Thu May 30 18:14:00 BST 2013
> > To: contactus@scottishpower.co.uk
> > Hello,
> >
> > I thought this ridiculous mess has been resolved; it hasn’t.  I’ve now
> > started receiving calls from another department chasing an electricity
> bill
> > which remains contested for the same reason as below: I believe you have
> > used inaccurate estimated readings to produce the final bill.
> >
> > I provided my new supplier EDF Energy with actual readings for 16th April
> > and yet you have estimated my final bill.  I can’t tell you how
> frustrating
> > this entire process has been.
> >
> > As per my conversation with your credit control agent on the telephone
> > (which I had to terminate after ten minutes of repeating myself) I have
> now
> > asked EDF to confirm to me the readings I provided which they have done:
> >
> > Elec K82G13688 01 16/04/2013 63082 Actual
> > Elec K82G13688 02 16/04/2013 66130 Actual
> >
> > *Please can you use these actual readings from 16th April to revise and
> > re-issue the final electricity bill.*
> >
> > I explained clearly to the agent on the telephone that I was not going to
> > settle either bill until I was satisfied.
> >
> > If and when I am satisfied with the final electricity bill I will settle
> > both bills in due course.
> >
> > If I am not satisfied I will refer this matter to Ofwat.  This whole
> > charade will make for amusing reading by someone I’m sure.
> >
> > I have already issued notice of proceedings for harassment against
> Scottish
> > Power and would appreciate an acknowledgement of this email – most of my
> > communications go unanswered which is doubly frustrating.  I don’t know
> > Andrew Ward’s circumstances but either his staff are not communicating or
> > he is asleep at the helm.
> >
> > Kind regards,
> >
> > Steff
> >
> > On 16 May 2013 17:49, Steffan Aquarone <steff@dropletpay.com> wrote:
> >
> > > Hello,
> > >
> > > Thank you for your email.
> > >
> > > However I wish to re-open this as a complaint.  Please forward this and
> > > all other correspondence you have received from me to [name redacted]
> > or
> > > another member of the complaints team.
> > >
> > > Why am I still receiving debt collection attempts from yourselves?
>  Have
> > > you not taken seriously my notice of intended action?
> > >
> > > Your email below is also inaccurate, see notes inline:
> > >
> > > Dear Mr S Aquarone
> > >>
> > >> Thank you for your recent e-mail regarding your Gas account under
> > account
> > >> reference 68363365034.
> > >>
> > >> We can see from our records that the new gas mtr change that occurred
> on
> > >> the 14/06/13 has now been updated on the account for you
> > >
> > >
> > > The meter change did not occur on 14/06/13.  It occurred on 14/06/2012.
> > >  If your system still says 2013 then the new statements you have
> > dispatched
> > > will be completely inaccurate.
> > >
> > >
> > >> –the new gas meter serial number is G4K00057521201 and we have also
> > >> received from your new supplier the change of supply estimation they
> are
> > >> using from the new gas meter as at the 24/04/13 for 01500
> > >>
> > >
> > > Can you please clarify what the number ‘01500’ represents, and why an
> > > estimated reading is being used for this handover?
> > >
> > >
> > >>
> > >> Therefore we have now billed the account to the correct details
> provided
> > >> for you to bring this up to date with a correct charge to close the
> > account
> > >> down to as provided from the change of supply estimation your new
> > supplier
> > >> has given.
> > >>
> > >> This new correct bill will be issued and you should receive this
> within
> > >> the next 5-7 days to settle the account with.
> > >>
> > >> I apologise for any delay and inconvenience this may have caused while
> > >> waiting for this information to come through.
> > >>
> > >
> > > It’s not your personal fault.  But it is frankly shocking given that
> you
> > > have all the data, IT and power in this relationship.  I’d have thought
> > > some form of remediation on top of the money you owe me would be in
> > order.
> > >
> > > Kind regards,
> > >
> > > Steffan Aquarone
> > >
> > >
> > >>
> > >> If you have any further questions, you can use our online help
> facility
> > >> 24 hours a day by visiting www.scottishpower.co.uk/contactus
> > >>
> > >> Kind regards
> > >> T Thorpe
> > >>
> > >> E-Contact Centre
> > >> ScottishPower
> > >> www.scottishpower.co.uk
> > >>
> > >> P.S. – You can check which product you are on by visiting
> > >> www.scottishpower.co.uk/myaccount. If you do not have online access,
> > >> your product is noted on the covering page of your most recent
> > statement.
> > >>
> > >> P.S. – You will find answers to frequently asked questions on the Help
> > >> pages on our website at www.scottishpower.co.uk – just click “Need
> > Help”
> > >> on the far right tab of the menu bar.
> > >>
> > >> Did You Know..?
> > >>
> > >> ScottishPower is working with Cancer Research UK to help make a
> > >> difference to peoples lives. To show our support we have developed our
> > Help
> > >> Beat Cancer Discounted Energy product. The product guarantees you a 3%
> > >> discount on our standard monthly Direct Debit prices, whilst
> > ScottishPower
> > >> makes an annual donation to Cancer Research UK, to help them to
> continue
> > >> their important work.
> > >>
> > >> ScottishPower offers a fantastic Platinum product, which includes
> Fixed
> > >> Price Energy and Boiler Cover, to help with any unexpected breakdowns
> > and
> > >> give you peace of mind during the cold weather. Why not visit
> > >> http://www.scottishpower.co.uk/products/platinum-fixed-energy.aspx
> > >>
> > >> ScottishPower also has an online shop, offering lots of great products
> > >> that could really help you reduce your energy costs. You can visit the
> > shop
> > >> at www.scottishpower.co.uk
> > >>
> > >> ScottishPower – voted ‘Best Online Service’ 5 consecutive times in the
> > >> uSwitch customer satisfaction survey.From:
> > >> steffanaquarone@gmail.com
> > >> Sent: Thu May 09 11:43:11 BST 2013
> > >> To: contactus@scottishpower.com;a.ward@scottishpower.com;
> > >> contactus_outbox@scottishpower.com
> > >> Hello,
> > >>
> > >> Further to my several unanswered emails and attempts to refer this
> > matter
> > >> back to Lauren McGuinness who has been handling my complaint, I am
> still
> > >> receiving harassing messages chasing payment that is not due.
> > >>
> > >> I hereby give you notice of my intention to begin legal action for the
> > >> recovery of money owed to me and, separately, begin proceedings
> against
> > >> Scottish Power for harassment.
> > >>
> > >> These proceedings will begin in 24 hours unless electronic
> confirmation
> > >> can
> > >> be provided that you have ceased these automated messages and are
> > >> addressing my complaint personally.
> > >>
> > >> Yours
> > >>
> > >> Steffan Aquarone
> > >>
> > >>
> > >> —
> > >> Steffan Aquarone
> > >> M: +44 7879 451608
> > >> Web: http://dropletpay.com – send payments from your phone
> > >> Twitter: @dropletpay
> > >>
> ————————————————————————
> > >> If you’re not the intended recipient of this email please let me know
> > that
> > >> it has gone astray and then delete this email without acting on any
> part
> > >> of
> > >> its contents.
> > >>
> > >>
> > >>
> > >>
> > >> ===============================================================
> > >>
> > >> Please consider the environment before printing this email.
> > >>
> > >> If you have received this message in error, please notify the sender
> and
> > >> immediately delete this message and any attachment hereto and/or copy
> > >> hereof, as such message contains confidential information intended
> > solely
> > >> for the individual or entity to whom it is addressed.  The use or
> > >> disclosure of such information to third parties is prohibited by law
> and
> > >> may give rise to civil or criminal liability.
> > >>
> > >> The views presented in this message are solely those of the author(s)
> > and
> > >> do not necessarily represent the opinion of Iberdrola, S.A. or any
> > company
> > >> of its group.  Neither Iberdrola, S.A. nor any company of its group
> > >> guarantees the integrity, security or proper receipt of this message.
> > >> Likewise, neither Iberdrola, S.A. nor any company of its group accepts
> > any
> > >> liability whatsoever for any possible damages arising from, or in
> > >> connection with, data interception, software viruses or manipulation
> by
> > >> third parties.
> > >>
> > >> ===============================================================
> > >>
> > >> Por favor, piense en el medio ambiente antes de imprimir este mensaje.
> > >>
> > >> Si usted recibe por error este mensaje, por favor comuniquelo a su
> > >> remitente y borre inmediatamente tanto el mensaje como cualquier
> anexo o
> > >> copia del mismo, ya que contiene informacion confidencial, dirigida
> > >> exclusivamente a su destinatario y cuya utilizacion o divulgacion a
> > >> terceros estan prohibidas por la ley, pudiendo dar lugar a
> > >> responsabilidades civiles y/o penales.
> > >>
> > >> Las ideas contenidas en este mensaje son exclusivas de su(s)
> autor(es) y
> > >> no representan necesariamente el criterio de Iberdrola, S.A. ni de
> otras
> > >> sociedades de su grupo. Ni Iberdrola, S.A. ni ninguna sociedad de su
> > grupo
> > >> garantiza la integridad, seguridad y correcta recepcion de este
> > mensaje, ni
> > >> se responsabiliza de los posibles perjuicios de cualquier naturaleza
> > >> derivados de la captura de datos, virus informaticos o manipulaciones
> > >> efectuadas por terceros.
> > >>
> > >> ===============================================================
> > >>
> > >
> > >
> > >
> > > —
> > > Steffan Aquarone
> > > M: +44 7879 451608
> > > Web: http://dropletpay.com – send payments from your phone
> > > Twitter: @dropletpay
> > >
> ————————————————————————
> > > If you’re not the intended recipient of this email please let me know
> > that
> > > it has gone astray and then delete this email without acting on any
> part
> > of
> > > its contents.
> > >
> >
> >
> >
> > —
> > Steffan Aquarone
> > M: +44 7879 451608
> > Web: http://dropletpay.com – send payments from your phone
> > Twitter: @dropletpay
> > ————————————————————————
> > If you’re not the intended recipient of this email please let me know
> that
> > it has gone astray and then delete this email without acting on any part
> of
> > its contents.
> >
> >
> >
> >
> > ===============================================================
> >
> > Please consider the environment before printing this email.
> >
> > If you have received this message in error, please notify the sender and
> > immediately delete this message and any attachment hereto and/or copy
> > hereof, as such message contains confidential information intended solely
> > for the individual or entity to whom it is addressed.  The use or
> > disclosure of such information to third parties is prohibited by law and
> > may give rise to civil or criminal liability.
> >
> > The views presented in this message are solely those of the author(s) and
> > do not necessarily represent the opinion of Iberdrola, S.A. or any
> company
> > of its group.  Neither Iberdrola, S.A. nor any company of its group
> > guarantees the integrity, security or proper receipt of this message.
> > Likewise, neither Iberdrola, S.A. nor any company of its group accepts
> any
> > liability whatsoever for any possible damages arising from, or in
> > connection with, data interception, software viruses or manipulation by
> > third parties.
> >
> > ===============================================================
> >
> > Por favor, piense en el medio ambiente antes de imprimir este mensaje.
> >
> > Si usted recibe por error este mensaje, por favor comuniquelo a su
> > remitente y borre inmediatamente tanto el mensaje como cualquier anexo o
> > copia del mismo, ya que contiene informacion confidencial, dirigida
> > exclusivamente a su destinatario y cuya utilizacion o divulgacion a
> > terceros estan prohibidas por la ley, pudiendo dar lugar a
> > responsabilidades civiles y/o penales.
> >
> > Las ideas contenidas en este mensaje son exclusivas de su(s) autor(es) y
> > no representan necesariamente el criterio de Iberdrola, S.A. ni de otras
> > sociedades de su grupo. Ni Iberdrola, S.A. ni ninguna sociedad de su
> grupo
> > garantiza la integridad, seguridad y correcta recepcion de este mensaje,
> ni
> > se responsabiliza de los posibles perjuicios de cualquier naturaleza
> > derivados de la captura de datos, virus informaticos o manipulaciones
> > efectuadas por terceros.
> >
> > ===============================================================
> >
>
>
>
> —
> Steffan Aquarone
> M: +44 7879 451608
> Web: http://dropletpay.com – send payments from your phone
> Twitter: @dropletpay
> ————————————————————————
> If you’re not the intended recipient of this email please let me know that
> it has gone astray and then delete this email without acting on any part of
> its contents.
>
>
>
>
> ===============================================================
>
> Please consider the environment before printing this email.
>
> If you have received this message in error, please notify the sender and
> immediately delete this message and any attachment hereto and/or copy
> hereof, as such message contains confidential information intended solely
> for the individual or entity to whom it is addressed.  The use or
> disclosure of such information to third parties is prohibited by law and
> may give rise to civil or criminal liability.
>
> The views presented in this message are solely those of the author(s) and
> do not necessarily represent the opinion of Iberdrola, S.A. or any company
> of its group.  Neither Iberdrola, S.A. nor any company of its group
> guarantees the integrity, security or proper receipt of this message.
> Likewise, neither Iberdrola, S.A. nor any company of its group accepts any
> liability whatsoever for any possible damages arising from, or in
> connection with, data interception, software viruses or manipulation by
> third parties.
>
> ===============================================================
>
> Por favor, piense en el medio ambiente antes de imprimir este mensaje.
>
> Si usted recibe por error este mensaje, por favor comuniquelo a su
> remitente y borre inmediatamente tanto el mensaje como cualquier anexo o
> copia del mismo, ya que contiene informacion confidencial, dirigida
> exclusivamente a su destinatario y cuya utilizacion o divulgacion a
> terceros estan prohibidas por la ley, pudiendo dar lugar a
> responsabilidades civiles y/o penales.
>
> Las ideas contenidas en este mensaje son exclusivas de su(s) autor(es) y
> no representan necesariamente el criterio de Iberdrola, S.A. ni de otras
> sociedades de su grupo. Ni Iberdrola, S.A. ni ninguna sociedad de su grupo
> garantiza la integridad, seguridad y correcta recepcion de este mensaje, ni
> se responsabiliza de los posibles perjuicios de cualquier naturaleza
> derivados de la captura de datos, virus informaticos o manipulaciones
> efectuadas por terceros.
>
> ===============================================================
>


Steffan Aquarone
M: +44 7879 451608
Web: http://dropletpay.com – send payments from your phone
Twitter: @dropletpay
————————————————————————
If you’re not the intended recipient of this email please let me know that
it has gone astray and then delete this email without acting on any part of
its contents.

===============================================================

Please consider the environment before printing this email.

If you have received this message in error, please notify the sender and immediately delete this message and any attachment hereto and/or copy hereof, as such message contains confidential information intended solely for the individual or entity to whom it is addressed.  The use or disclosure of such information to third parties is prohibited by law and may give rise to civil or criminal liability.

The views presented in this message are solely those of the author(s) and do not necessarily represent the opinion of Iberdrola, S.A. or any company of its group.  Neither Iberdrola, S.A. nor any company of its group guarantees the integrity, security or proper receipt of this message. Likewise, neither Iberdrola, S.A. nor any company of its group accepts any liability whatsoever for any possible damages arising from, or in connection with, data interception, software viruses or manipulation by third parties.

===============================================================

Por favor, piense en el medio ambiente antes de imprimir este mensaje.

Si usted recibe por error este mensaje, por favor comuniquelo a su remitente y borre inmediatamente tanto el mensaje como cualquier anexo o copia del mismo, ya que contiene informacion confidencial, dirigida exclusivamente a su destinatario y cuya utilizacion o divulgacion a terceros estan prohibidas por la ley, pudiendo dar lugar a responsabilidades civiles y/o penales.

Las ideas contenidas en este mensaje son exclusivas de su(s) autor(es) y no representan necesariamente el criterio de Iberdrola, S.A. ni de otras sociedades de su grupo. Ni Iberdrola, S.A. ni ninguna sociedad de su grupo garantiza la integridad, seguridad y correcta recepcion de este mensaje, ni se responsabiliza de los posibles perjuicios de cualquier naturaleza derivados de la captura de datos, virus informaticos o manipulaciones efectuadas por terceros.

===============================================================

Steffan Aquarone
Web: http://dropletpay.com – send payments from your phone
Twitter: @dropletpay
————————————————————————
If you’re not the intended recipient of this email please let me know that it has gone astray and then delete this email without acting on any part of its contents.

Filed under: Uncategorized

What is Digital Disruption?


I had a tremendous time speaking at the Future of Digital Marketing conference in Malaysia last month and they’ve just sent me this short set of questions they asked me about the future of digital and especially disruptive business models.

Filed under: digital marketing, future of capitalism

Venio

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