Scottish Power - so annoying

AMG762

My gas and electricity is with scottish power, and i pay through monthly direct debit.

I enter my meter readings on the 1st of every month and can see that my actual useage for both gas and electricity ranges between £30 and £80 per month.

I have been paying £45 per month direct debit and had accumilated a credit of over £130. A balance of over £120 had been there for over a year.

I received the warm home rebate early this year and will be receiving one again around february for £120

The credit of £130 plus the warm home rebate would of given a total potential credit of £250

Also in the past few months i have had cavity wall and loft insulation

Why do Scottish power take none of the above into account when 'the computer' says i now need to increase my direct debit to £54? :mad:

I called scottish power to query this and asked why if there was a potential credit of £250 and now my home was insulated would they need to hold more of my money. I was told they 'have' to increase my direct debit, if i did not agree then i would loose the discounts on my account for direct debit payments.

After this i requested all the current credit of £130 be refunded. (aparently i have to wait 2 weeks for a cheque as the 'computer' cant handle bank payments)

I know this is a bit of a vent, but my question is as i always pay on time surely there must be a way of them issuing a monthly or quartely (accurate) bill and just taking direct debit payments for the (actual) useage. And not demanding they 'hold' hundreds of MY pounds!

Any advise please...

jalexa

AMG762 wrote: »

I have been paying £45 per month direct debit and had accumilated a credit of over £130. A balance of over £120 had been there for over a year.

What is the date of your next 'annual review'? What was the account balance at the last 'annual review'? What was the account balance when you last submitted a reading?

The Scottish Power calculation may (or may not) be correct but there is no need *ever* to accept at face value a "customer service" assertion of "can't" or "won't" if pressure via the Complaint's procedure can show that "can't" or "won't" was a misrepresentation.

AMG762

Im not sure about the annual review however the email i received says the account is reviewed every three months.

My readings were entered on 1st November 2012 at which time my credit was £132.02.

I received the email yesterday regading the direct debit increase

Thanks for your reply

jalexa

AMG762 wrote: »

Im not sure about the annual review

The 'annual review' date is important. Read here... http://www.scottishpower.co.uk/support-centre/payments/direct-debit-explained.aspx

A few tips, the supplier is not a "mind reader" regarding future warm home payments or improved insulation so don't factor these into your calculation. Apply the SP procedure to the letter (if that is to your advantage). On the face of it a £132 credit balance on 1/11 is a very healthy seasonal balance for your monthly payment. IMO strict application of the SP procedure should have indicated a DD reduction.:D

Regulations require the supplier to provide a detailed calculation, either automatically or on request. I suggest you go through the calculation with a fine tooth comb and, if you have been misrepresented by "can't" or "won't", raise a formal complaint in writing (or by email) strictly in accordance with the Scottish Power complaints procedure.

Consider it "payback" time for shoddy customer service.

AMG762

Thanks, will give them a call regarding the annual review date and request a detailed calculation

Scottish_Power

AMG762 Hi if you would like us to review your account e-mail details to [EMAIL="onlinecomplaints@scottishPower.com"]onlinecomplaints@scottishPower.com[/EMAIL] Thanks David @ ScottishPower

AMG762

scottishpower_company_representative wrote: »

AMG762 Hi if you would like us to review your account e-mail details to [EMAIL="onlinecomplaints@scottishPower.com"]onlinecomplaints@scottishPower.com[/EMAIL] Thanks David @ ScottishPower

Thank you for your reply. I have sent an email.

I believe the credit generated from my account with the current direct debits has been around £120 per year. And would of reached £240ish in Feb with the warm home rebate.

I have been told that your systems dont take this money into account when working out direct debit payments.

I believe the warm home rebate is paid in Feb 2013 to help towards the previous few months winter fuel costs.

I think it is unfair that being on a low income i have to pay in advance an additional amount via direct debit that will not be needed

CRISPIANNE3

I keep sending David at online complaints follow up emails and he just keeps ignoring them.

I hope you have more success than I am having.


Seems to me communication is too painful!

Scottish_Power

Crispiane was not aware that we had not responded to e-mails from you. Can you please refer back to MSE in your e-mail and send it on? I take you have e-mailed [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] ? Thanks David @ ScottishPower

gatita

CRISPIANNE3 wrote: »

I keep sending David at online complaints follow up emails and he just keeps ignoring them.

I hope you have more success than I am having.


Seems to me communication is too painful!

Well I have nothing but praise for David at Scottish Power, I had many queries and he replied very quickly indeed.

AMG762

Just to update, i had an email reply from the online complaints team.

They were very helpful, and gave a lengthy email detailing energy consumption and the different tariff's and payment options available to me.

I called back to clarify bits and they were very nice and helpful people