Furious Glaswegians have slammed energy giant ScottishPower over claims it is 'ignoring customers' during the cost-of-living crisis.

Customers say they are unable to get answers on everything from missing monthly payments through the Energy Bills Support Scheme to queries on credit and refunds - with some claiming to have been left in call centre queues for almost five hours.

The Glasgow Times has received numerous complaints from readers, saying they have been 'cut off' after spending lengthy periods hanging on the line, while others say they have been completely snubbed while seeking answers through the firm's social media channels.

One bill payer, who asked to remain anonymous, said: “I was in tears after spending five hours waiting to speak to someone at ScottishPower, only for the line to go dead. It’s no way to treat people who are worried sick about paying their bills during the worst cost-of-living crisis in living memory."

Some customers claim the firm, whose headquarters is in Glasgow's St Vincent Street, has reportedly failed to pass on the £66 they should have had in their accounts in October - and are unable to speak to anyone to find out why.

The customer added: “People are being left without heating or electricity due to delays in administering their energy support scheme vouchers.

"I have tried to call every day for three weeks but no one is answering their customer support number. Calls just cut off after lengthy periods of waiting, it’s appalling customer service.

“People need support and guidance on how to pay their bills. Instead it seems like they are being given the cold shoulder because ScottishPower don't want to engage or answer questions.

"To coin a military phrase, they've 'gone dark' when their customers need information the most."

Glasgow Times:

Those who pay their bills by monthly direct debit should receive the £400 as a refund into their bank account after a successful payment is processed.

People who don't pay by this method should receive the discount as a credit on their account, while those on prepayment meters should have the discount credited to the device.

The discount is made up of six instalments of £66 or £67 running from October until next March.

However, many customers have reached out to us to say they are yet to see anything land in their accounts.

One told the Glasgow Times: “I’m still waiting to receive my October money let alone November's. Every time I call, I’m waiting for an hour and a half before being randomly cut off.

“I know a lot of companies are having a difficult time now dealing with the volume of incoming calls, but at the end of the day, people are counting on that money and it is not right that ScottishPower seems to be holding onto it."

Several disgruntled customers have also taken to social media to voice their concerns about the energy giant.

Des Morgan wrote: “I'm having major issues with ScottishPower. No one is answering phones or replying to any of the messages I have sent on different platforms. This is unacceptable service.”

Jessica Gunner tweeted: “I have been on hold for over 100 minutes, and have also tried the online chat, but again was ignored. I paid my direct debit over a week ago and I'm still waiting on the £66 to be refunded to my bank account."

Customer Deborah Wade was one of the people who contacted the Glasgow Times.

She said: “I’m disgusted at the way ScottishPower is treating their customers. I’ve spent four weeks getting nowhere. 

"Their lines are constantly unavailable and absurdly if you email to complain, you are told to get in touch by phone.

“There must be so many worried people out there that are ScottishPower customers that are receiving no help whatsoever.

"People are being left in hardship, which they wouldn’t be if they had received the grant they are entitled to."

A spokesman for ScottishPower said: “We are committed to providing the best possible service for our customers at all times and offer a range of ways for them to contact us, including telephone, online chat and email. 

"Due to high demand at the moment, and to ensure customers can get the information or help they need as quickly as possible, we’re encouraging customers to self-serve on our website­ - where possible - and free up call lines for our most vulnerable customers.

“The way customers receive their support payments under the Government's scheme varies depending on the type of meter they use and how they pay for their bills. The support payments were processed automatically and there was no need to apply for them. 

"For customers who pay their bills using a direct debit, the first payment was made into their banks accounts once their monthly direct debit payment was successfully processed. 

"Accounts for all customers on smart meters, including those who use smart prepayment meters, were updated directly. Customers on traditional prepayment meters were sent their vouchers through email - or post if an email address was not provided.

"This was done ahead of the deadline set by the Government."