Scottish Power cancelled my payment arrangement!

Widelats

So i wrote them this email:

I received a letter this morning dated 24th June saying that you have cancelled my payment arrangement to to me not keeping up payments.
I was given through June and July to pay the outstanding balance, i paid £25 on the bill as arrranged and agreed to, i am now at a loss of who decided to cancel this arrangement as i would like to make a complaint, i do not believe they had any right to do this.
I would also like to know how you expect me to pay this bill if you do not recognise that i need payment slips, if i receive any demands for full payment they will be trashed as i have the original email confirming payment arrangements, i hope you can sort this out please.
Thanks.

echoecho_2

I know this seems like an excuse all the time but it'll probably be down to a mix of "computer error" and poor service.

Can i ask how far in advance of the agreed date you made the payment? The reason I ask is it actually takes 2-3 days for the payment to hit the system (if paid via post office/paypoint). Therefore, if the payment was due on the 25th and you paid on the 25th the computer would assume you hadn't paid as it would only hit the system a few days after.

This is purely speculative of course as I don't know how SP's system works, but I imagine this is it. If this is the case they should have changed the date to a few days after and made you aware that you needed to pay a few days early.

If customer service can't sort it out hopefully the Scottishpower rep on here can.

Widelats

echoecho wrote: »

I know this seems like an excuse all the time but it'll probably be down to a mix of "computer error" and poor service.

Can i ask how far in advance of the agreed date you made the payment? The reason I ask is it actually takes 2-3 days for the payment to hit the system (if paid via post office/paypoint). Therefore, if the payment was due on the 25th and you paid on the 25th the computer would assume you hadn't paid as it would only hit the system a few days after.

This is purely speculative of course as I don't know how SP's system works, but I imagine this is it. If this is the case they should have changed the date to a few days after and made you aware that you needed to pay a few days early.

If customer service can't sort it out hopefully the Scottishpower rep on here can.

I stated and agreed to a post office payment, over the counter, they said fine and arranged payments, they know how i was paying, so i have done my part they have skipped through the agreement and decided to cancel it seems.

spiro

When have you agreed to make the payments and on what dates did you actually make the payment?
Were the amounts paid as agreed?

Widelats

Amount paid was more than agreed, and it was paid on the date that i agreed to pay it.

Scottish Power had no right to cancel this, no wonder they won't respond to me by email.

Scottish_Power

Dear widelats

Can you please e-mail me your details and i can have a look at this for you. Please e-mail me at [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL]

Thanks

[EMAIL="marie@scottishpower"]marie@scottishpower[/EMAIL]

Widelats

scottishpower_company_representative wrote: »

Dear widelats

Can you please e-mail me your details and i can have a look at this for you. Please e-mail me at [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL]

Thanks

[EMAIL="marie@scottishpower"]marie@scottishpower[/EMAIL]

Yes, and i sent you a copy of the mail i received today as well from customer services, 3 times now i have asked for a payment by instalment plan, and 3 times i have given them my phone number as they keep phoning the wrong one, but despite me telling them again and again its not being read, i have sent you the whole lot, i believe now that i'm being made a joke of, nobody can get it so wrong 3 times in a row.

Hope you can help, thanks a lot.

Widelats

Marie i got a letter this morning saying i have agreed to 4 monthly payments of £7 approx - i agreed to no such arrangement.

Also another letter came with it, saying could i please supply a correct email address, but they know what my email address is already i have around 30 emails from customer service - i have no idea how they are managing to make all these errors and have my information scattered, wrong and send me letters like this all the time.

Confused to say the least, i wish they transfer my supply to Ebico and leave it be.

Could you do anything about this at all?

Premier_2

I suspect SP will prevent any request to switch supplier until you pay the bill.

I appreciate you do not have any paying in slips, so could I suggest you use one of the following payment types.
1. Call them on 0845 270 0162 (open 24 hours a day) and pay by debit or credit card
(there's a 1.5% surcharge for credit card payments; debit card payments have no surcharge)
2. You should be able to pay them online if you have registered an online account with them (I guess you haven't)
3. Use internet banking (or ask your bank to arrange payment if you do not have internet banking set up) using the following details:
Account number: 00674713
Sort Code: 83-07-06
Reference: Your 11 digit ScottishPower account number (you’ll find this on the front of your bill)

Then, once payment has been made and credited to your account, call ebico on 0800 458 7689 and ask to switch your supplies to them


(Note, switching will take at least 4 weeks, so expect a final bill from SP after you switch to cover this period)

Widelats

Premier wrote: »

I suspect SP will prevent any request to switch supplier until you pay the bill.

I appreciate you do not have any paying in slips, so could I suggest you use one of the following payment types.
1. Call them on 0845 270 0162 (open 24 hours a day) and pay by debit or credit card
(there's a 1.5% surcharge for credit card payments; debit card payments have no surcharge)
2. You should be able to pay them online if you have registered an online account with them (I guess you haven't)
3. Use internet banking (or ask your bank to arrange payment if you do not have internet banking set up) using the following details:
Account number: 00674713
Sort Code: 83-07-06
Reference: Your 11 digit ScottishPower account number (you’ll find this on the front of your bill)

Then, once payment has been made and credited to your account, call ebico on 0800 458 7689 and ask to switch your supplies to them


(Note, switching will take at least 4 weeks, so expect a final bill from SP after you switch to cover this period)

Thanks, however, my gas has gone to Ebico i applied around 2 months ago when i heard rumours of Scottish Power massive price increases, my electric should have gone too, instead they put my gas bill on my electric bill and i had only 1 bill to pay.

You are wrong about payments, the woman said she will send my invoices every month on a paper bill at the arranged price, that is how they work.

I have another bill that says £79 approx now, i was phoned yesterday by same woman who did not have a clue why the bill has suddenly jumped up, she said all cancellation charges were waived as i was leaving due to price increases and i'm on standard, but heres the weird thing she has said that "The agency has somehow added a £25 increase to your bill instead of taking it off - i will try my best to work out what has gone wrong here and phone you tomorrow"

So, agency staff were on my account it seems, and not scottish power themselves, the final bill is more than my meter reading that i gave Ebico she said, and she does not know why yet but will try figure it out, she reckons agency staff have made errors.