Scottish Power - another fail

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I've just helped an elderly neighbour open a Santander Bank Account - all the direct debits were transferred easily by phone except Scottish Power - see letter below. I would love to transfer her away from them - but she does not use a computer, and all the other companies seem to be just as bad!

Dear Sirs

[FONT=&quot]I am writing following telephone conversations today to express my disappointment at the way you have handled a simple request to change the bank from which I pay my monthly direct debit. My neighbour makes telephone calls on my behalf as, at 82, I find it hard to hear everything.
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[FONT=&quot]She helped me open a new bank account week commencing 11 May and during that week we telephoned all my service providers to ensure the direct debits would come from the new bank with Santander. BT, Council Tax and Water Rates all complied immediately with this request.[/FONT]
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[FONT=&quot]However, you have not. Instead it appears that you simply cancelled the original direct debit. You then sent me a letter dated 21 May, saying that I was overdue by £52.89, and another letter dated 22 May, saying I owed £117.12. At my age I hate the thought of owing money, especially when I don’t understand why.[/FONT]
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[FONT=&quot]My neighbour telephoned you today just after 11am and the customer service agent said she would call back in half an hour. She did not do as she had promised, so my neighbour rang again at around 12. She spoke with Usman, who said he could arrange the Direct Debit again but that the amount would increase from £59.60 to £78.23. She asked to speak with his supervisor, who would not come to the telephone (Alastair) but directed us to Complaints instead where she spoke with Courteney.[/FONT]
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[FONT=&quot]Courteney did apologise for the original mistake, but because a payment had been missed (because you did not do as we asked and simply move the direct debit from Barclays to Santander) and because we had today given you new meter readings, it was correct that the Direct Debit had to increase.
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[FONT=&quot]She then moved me onto a new, cheaper tariff, Cancer May 17, which reduced the payment from £78.23 to £65.[/FONT]
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[FONT=&quot]I want you to know how difficult it has been for me to deal with this. You owe a duty of care to all customers, but at 82 I find administration errors that much harder to deal with, especially ones that have an impact on my limited finances. [/FONT]
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[FONT=&quot]I also want you please to check that all is as you have now told me – to ensure I am not worried further – as follows:[/FONT]
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· I am on the Help Beat Cancer Fixed Price May 17 tariff and this is the best option available to me and cheaper than the Cancer January 17 package I was previously on
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[FONT=&quot] My Direct Debit from Santander will be £65 per month and commence on 5 July[/FONT]
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· [FONT=&quot]You will send me a welcome pack detailing the charges on this account[/FONT]
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[FONT=&quot]My neighbour has looked on the internet and seen numerous complaints about Scottish Power Accounts at present – please do not let my simple request following my change of bank details escalate into a difficult situation that I will find hard to handle.[/FONT]
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[FONT=&quot]Yours faithfully[/FONT]

mjpksp

Who have you sent the letter to? Try emailing it to the following addresses..

[Email addresses removed]

Also let you local MP know.[/email]

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She wrote to Customer services. However, today she has had a nother letter telling her the payment is £78.25, not the £65 we were told on the phone. I also think they have charged this bill at standard rate, when she was on a lower rate and they only changed it because of their mistake - this is really dreadful service