Scottish Power dodgy behaviour again.

ian1969uk

They have replied with this:

Dear Ian

Thank you for your email.

We at ScottishPower aim to provide a high standard of service at all times, and I am very sorry that in this instance, you did not receive the level of service to which you are entitled.

I can confirm upon investigation of your query in normal circumstances we require an active direct debit to be open on an account for the whole duration of a tariff. As your bank contacted us to advised you had cancelled your direct debit before your tariff expired your account was reverted to a standard tariff, which holds higher prices that the tariff you were currently on.

I have amended your tariff back to the online reward package but in order to do this an active direct debit must be set on the account. I have set the direct debit back up but suspended it for the August payment so no monies will come out. This is the only was we are able to continue your account on the online reward tariff until you plan to leave at the end of the month.

Therefore i can confirm i have now set your account back on online reward and you will be charged these prices until 1st August. You will not received any cancellation fees once your account leaves Scottish Power and finally the £105 cash back reward will still be applied to your account by 1st August.

You may see a new direct debit set up at your bank. As advised above this is the only way the account was to be set back up on the online reward tariff but i have suspended the direct debit and no payment will be taken.

I apologise for any inconvenience this may have caused.

Kind regards

Andrea O'Dwyer
E-Contact Centre
ScottishPower

ian1969uk

So, without my permission they have set the direct debit back up on the account, surely this is not legal? :mad:

They are completely dodging the question as to their term which states that a direct debit must be active even after the last payment made. I really don't trust them not to take another payment at all.

They say they have suspended the August payment, how very kind of them considering a payment will not be due then anyway.

I would really like a full explanation from the Scottish Power rep on here as to why they think they can impose their internal policy on customers when this is not a part of their terms and conditions. The rep had also better make sure no further payment comes out because this god awful company won't know what has hit them if they touch my bank account again when they have set up a direct debit without my permission.

Scottish_Power

Hi ian1969uk,

I have received your e-mail with your details and will respond to you later today after checking your account.

Kind regards

Graeme @ ScottishPower

ian1969uk

For info, this is the response from the rep:

Dear Ian,

I have now taken the time to review your complaint.

I can confirm that within the terms and conditions of the Online Reward Tariff it does state that the prices are based on payment by Monthly Direct Debit, in order for your account to remain on this tariff a Direct Debit must be in place until the last day of the tariff. As the Tariff ends on 31/07/2011 you will not have to make any further payments and such I have removed your bank details from our system to ensure no further payment is taken.

I have attached our terms and conditions for your information.

I can confirm that you will not be charged a cancellation fee for leaving ScottishPower or increased rates up to the end of the Online Reward Tariff. We have received notification that your gas supply will be leaving us on 01/08/2011 however have not yet received notification that you electricity supply will be transferring. Presuming both supplies transfer on 01/08/2011 your account will only be billed on those prices agreed, if for any reason the electricity supply is taken after 01/08/2011 we would charge you our standard prices for the period after 31/07/2011.

I trust that this clarifies matters for you, however if I can be of any further assistance please do not hesitate to contact me.

Kind regards

Graeme Dunipace