What should I do?

SamMoffatt28

Hi all,
Please help! I've just spoken to Scottish power as I havent had a bill for ages and it turns out they changed me onto paper free billing. My bills have been going into my junk mail folder in my hotmail account so I didnt know they were there. Anyway, it seems that Scottish Power have been estimating my bill for over a year - even though I have provided meter readings whenever the meter readers bother to come. They have under estimated my bill for so long that I've gone from being in credit to £780 in arrears. I pay by monthly direct debit £44-54 p/m at their request, but now that I have raised the issue they want to charge me £132 p/m. I cant afford to pay that much so would I be ok to pay however much it is that we use monthly and then ask to pay the arrears under a seperate arrangement? Do you think they would be understanding? I am sick with worry and I need to get onto them again to work out how much we can afford but I'd like to go armed with some good advice.

I hope you can give me some good advice please!

Thank you

joho

Most companies would be happy to let you pay off the arrears under a separate arrangement. Perhaps you could increase the direct debit by £5/month to start with. As long as you show willing to pay then they should be okay, so don't worry.

But I don't understand how you can have arrears when you pay by Direct Debit - the whole point of Direct Debit is that the payments can be varied slightly, unlike standing orders which are set amounts. Unless anyone else knows better!?

You must get things in writing - not emails! Get names and write down notes of calls, dates etc.

Call your local Citizens Advice and they should be able to help. Good Luck!

Mike_by_the_Sea

Hi Sam

I agree with joho, get in touch with them as soon as possible and explain your circumstances and what you can afford to pay. All energy suppliers have a note on the bill that explains what to do if you have difficulties paying. It sounds like they have brought in on themselves by not adjusting your direct debit in line with priice increases as they come through.

Again, as joho says, if you find that they are being difficult, get in touch with your local CAB and they can advise you the best way forward. Try not to worry, easy to say I know.

All the best

Mike

SamMoffatt28

Well it seems that they have done what I was hoping they wouldn't. Today I went to check my d/d's and Scottish power have taken £152 instead of the usual £44. I have phoned them but they say there is nothing they can do, they won't reduce the monthly payments unless we pay the outstanding balance which is now £624. They say they can't set up a seperate arrangement to pay the arrears weekly because we are on the monthly payment plan. They wont refund any of the £152 even though I laid it on the line and said that I have 4 children and I will really struggle this month. They don't care. I even said that I would struggle to make my mortgage payments this month because of this (which isnt strictly true, but I thought it might help) But no, nothing. I've either got to pay them £152 p/m until the arrears are cleared or pay them £624 lump sum and then an average £100 p/m to cover our usage.

Scottish Power customer services suck! As soon as the debt is cleared I'm leaving them and going elsewhere.

Any suggestions where I should go?

Mike_by_the_Sea

Hi Sam

Have a look at the link below, it might be worth giving them a ring for advice.


http://www.energywatch.org.uk/help_and_advice/how_we_can_help/how_to_complain/index.asp

All the Best

Mike

SamMoffatt28

Thank you so much Mike! This seems to be the light at the end of a very long tunnel that I needed to help me figure a way out of this mess.

I owe you one! :beer:

Mike_by_the_Sea

Hi Sam

You're very welcome. Let us know how you get on.

All the best

Mike

SamMoffatt28

Just a little update, I have applied to change suppliers. Hopefully SP will let me out of the contract with them. Mil says she will help us out with the arrears so if we make an arrangement to pay it monthly, we'll pay some and she'll contribute to it as well. I'm so lucky to have her around and not too many people can honestly say that about their mil!!!