Grr, missing payment, Scottish Hydro

Fat_Fairy

I'm a bit fed up with Scottish Hydro just now :rolleyes:

When i moved house last summer they gave me a new account, dunno why as i was continuing my direct debit payments and staying in the same area.

Anyway, in January this year i made a payment with my credit card of £100 on their online site, by logging into my account and using my Tesco credit card.

I had to phone them last week as they kept 'forgetting' to give me the Energy Care Plus discount rate they had said i was eligible for, and i mentioned the online payment because i realised afterwards that the account number online is my OLD account. The man checked and said he could find 'no record whatsoever' of the payment on either of my account numbers :mad:. He promised to ring back the following day after speaking to the credit department, but never did.

It's almost impossible to get through on their 'help'line so i have written them a letter and posted it, along with a copy of my credit card statement which clearly shows the payment.

What can i do if they carry on denying this payment . They e-mailed me acknowledgment at the time of payment but i stupidly didn't print it off.

Vestra

You've done what you can really if it's showing on your statement then it should have gone through and if you've given them that they should be able to find it. You could also try emailing them the statement and a letter to see if you get a quicker response.

Fat_Fairy

Thanks for the reply - i have found they totally ignore e-mails. Awful customer service.

Premier_2

Scottish Hydro are part of Scottish & Southern Energy.

SSE are renowned as offering probably the best customer sewrvice out of the big six. If you have found their customer service awful, you should try the others and you'll see how bad it can really get.

You were given a new account number as you moved address and so it is a different supply.

Unfortunately, when you paid online, that appears to have tried to credit your old account number. As that account should now be closed (as you have hopefully advised Scottish Hydro you have moved from that address), then the funds are probably held in a suspense account.

Now you have written to them, they'll hopefully write back soon advising you that they have located the money you paid them.

In the meantime, if you wish to use their online facility again, you should apply for online access using for your current account.

Fat_Fairy

Premier wrote: »

Scottish Hydro are part of Scottish & Southern Energy.

SSE are renowned as offering probably the best customer sewrvice out of the big six. If you have found their customer service awful, you should try the others and you'll see how bad it can really get.

You were given a new account number as you moved address and so it is a different supply.

Unfortunately, when you paid online, that appears to have tried to credit your old account number. As that account should now be closed (as you have hopefully advised Scottish Hydro you have moved from that address), then the funds are probably held in a suspense account.

Now you have written to them, they'll hopefully write back soon advising you that they have located the money you paid them.

In the meantime, if you wish to use their online facility again, you should apply for online access using for your current account.

I find that they do eventually help the customer but it's so hard to get through to them its frustrating!! :mad:

I never wanted a new account number, it was thier !!!!-up which meant i had to have one.

I do hope that the money is in a suspense account. They definitely know the date i moved out of the last property as i gave them a final reading, etc.

Pink_fluff

If you have sent proof to them of the payment, then they shouldn't have a problem tracing the payment. Mistakes happen unfortunately.