Scottish Power and overpayments

50Twuncle

We have always overpaid on our SP account - always in credit
We are low users (£32 DD per month dual fuel)
We are currently £175 in credit and I am after a refund - but SP are refusing this without increasing our tarriff to £50
Our account is set as


Reduce and Refund

When my credit is under £75, use it to reduce my monthly payments but when my credit is more than £75 then refund me my whole credit balance.

Why ?
And what can I do ?

[Deleted User]

With Scottish Power I have found that the only way to get things done is to use their Official Complaints Procedure.
But only use the web form version and insist on all communication in writing only. Never use the phone as they will not write up the conversation accurately.
When you requested the refund did you enter up to date meter readings? That is the first step when requesting any refund from any supplier. If you did then just start an official complaint and outline how much you want them to refund and why they shouldn't vary the direct debit (put the sums in the complaint to show that the DD is enough so they cannot argue).

bonus2010

Is this the online Direct Debit Manager you're using? If so, I've found it to be useless at times, and you'd be better phoning customer services directly.

Your monthly DD should be set at the estimated cost, given the tariff you're on divided by 12.

Benight

50Twuncle wrote: »

We have always overpaid on our SP account - always in credit
We are low users (£32 DD per month dual fuel)
We are currently £175 in credit and I am after a refund - but SP are refusing this without increasing our tarriff to £50
Our account is set as


Reduce and Refund

When my credit is under £75, use it to reduce my monthly payments but when my credit is more than £75 then refund me my whole credit balance.

Why ?
And what can I do ?

Have you sen this really useful MSE article?

https://www.moneysavingexpert.com/utilities/lower-energy-direct-debits/

50Twuncle

It says on their site :

• If your annual review is based upon actual meter readings and your balance is greater than one month's payment value or you are over £75 in credit, we'll automatically refund your balance during your review.
• But if your credit amount is less than one month's payment value or under £75, we'll carry it forward into next year's payment plan.

We have been up to £300 in credit and they have not "automatically refunded" a single penny....I have always had to request it !!
Never less than £100 in credit for at least 7 years with SP
In the past - their excuse has been the fact that we receive the WHD which cocks up their calculations

50Twuncle

Had an online chat and was told
"Regarding the automatic refund, it is usually done after an account is closed. The reason why the automatic refund is not sent is so that the Direct debit is kept minimum. As the Direct debit is set taking into consideration the debit or credit balance."

So I threatened them with an Official complaint"
Result - after a chat with his supervisor
Refund of £100 with no change to DD

Why are these things so damned hard ?