Scottish Power Customer Service

chirpchirp

Really disappointed with this. I think it was Friday when I noticed they were amending my direct debit down so I tried contacting them by email - I realise I'm still within their timeframe for a call back but...

I then rang them on an 0845 number yesterday and was on hold for ages. Finally spoke to someone who was going to put me through to someone who could amend it there and then but the number was engaged after about 5 mins he said he would send an email and it would be sorted by the end of the day.

This morning I receive a standard email telling me they have lowered my DD. I want my DD back to what it was.

They lowered it last year and then by Feb I was debt to them and it needed to be raised. They've done the same to my Mother who is a pensioner who worries that she is debt to them. Worst thing is I don't seem to be able to get to speak to someone who can sort such a simple thing. I went on their website to request a callback - followed the link and they don't seem to offer this any more.

Really frustrated as they used to be very good.

good_advice

Hello, SP call centre are snowed under with people asking questions and moving tariffs because of the upcoming price rise.
Give it a week or so and things will be back to normal.

Sounds like you have just had the annual review of your account.
Are you an online customer? if so you can pay extra into your account by card.
Is your account a lot in credit? for them to reduce your DD.

chirpchirp

It has just over one months worth of the current DD amount. Problem is that my annual review is always just before the winter period and means I get into debit during the winter months. As a result they then increase the amount which is a pain.

good_advice

Chirp, I had this problem last year.My account did not have enought to fund winter so twice I paid in money in my account so it did not go into dept.

When the rush has calmed down phone then and ask for your DD to be higher. I am sure they will be happy to take extra money.
That is what I did.

chirpchirp

Just been on their site again and managed to actually change the amount myself which I'm sure last year they told me they didn't allow customers to do. I also spent half an hour on the phone mainly on hold on Monday to resolve this so why didn't they tell me then that this was an option. I'd been into the direct debit changes section on the website at the weekend and couldn't see an option to change the amount but it's done now so I can stop fretting.

good_advice

Glad you could sort it yourself online
sp has been going through a lot of changes and updating their system in the last few months.