Scottish Power direct debit changes

crystal101

Hello,

I am a bit confused as I am leaving Scottish Power and going to a new company. We have been paying Direct Debit and, as stupid or naive as it sounds, we haven't been receiving bills and I didn't know they were online, I thought they didn't send them because everything was covered by the direct debit payments, so I haven't been paying close enough attention to be honest.

So I have just discovered they have been increasing and decreasing our direct debit payments and we haven't had any letters or emails to tell us. Aren't they supposed to give us notice of doing so? My fiance and I have searched everywhere just to check, but there are no emails and I haven't had a letter in 3 years. I know this because I still have that letter, and every other letter that I get sent in a big folder going back years to ensure I keep an eye on things. Scottish Power are now charging us £175 and I don't have an issue with the money, if we used the gas, we have to pay, but I feel lied to, like they have been sneakily messing around with my finances. I know it is my fault for not taking a closer look at my bank statements to see what they have been taking, but I have never worried as I trusted them.

I will pay the money, that's fine, but am I wrong to be put out that they have been messing about with the Direct Debit? I want to complain because of the principal, but not sure if I am wrong? Has anyone else had this? It also worries me, because if I hadn't left them, this could have gotten out of control and we wouldn't have known! I also think some of their prices are very high; over the winter our boiler died and our plumber was useless so I went a long time without heating and hot water (in the snow!) and that is the most expensive month!

Also, if I do complain, can they just say 'well we sent an email' and they're covered even if we never received it (aka they never sent it)?

Thanks for your help.

System

Have a read of this thread:

https://forums.moneysavingexpert.com/discussion/5830570/direct-debit-amount-change-not-notified-scottishpower&highlight=scottish+power

crystal101

Brilliant thank you!

Uxb

Well you (or someone with your account access) must have signed up to receive online bills in the first place.
I recall you get a discount for having them rather than paper bills.
Every 3 months I get an email from S.Power entitled " Its time to provide your meter readings" which asks me to log on and update my account.
When I do it then may or may not change the direct debit and tells me there and then on the webpage what it will be.