Sottish Power - Woeful Customer Service.

peteuk

I noticed in September that my monthly duel fuel payment was £96 and that I was currently £170 in credit.  Knowing that I finished last winter in credit with a simular payment plan (albeit to British Gas) I contacted customer service. 
Me - Can I lower my payments 
SP - Yes to £68.
Me - Great can I have the £170 back
SP - Yes of course but this will change your payment. 
Me - So what will the new payment be.
SP - £75.
Me - Great works well....
So on 01 Oct they took £96 as a D/D, so I contacted customer Service.  First I was told the change was made too late to effect this month D/D, then I was advised that I  am on monthly bills so as my last bill was £96 the direct debit would match the bill, so the next payment will be £64 - which is really good as I am not on monthly bills and my current balance is £0.00.
So I asked to speak to a manger.  He suggested that the change in payment was effected by the refund and despite me retelling the above conversation was adamant that the £75 was before the refund and no change could be made... oh and theres no change to the D/D...
Needless to say I am expecting a call on Monday from Complaints. 
Anyone recommend an energy provider with customer services who listen to the Customer and not just pick ideas out of thin air.

macman

If they changed your DD without due warning and agreement then your remedy is simple: ask your bank to invoke the DD guarantee and you will receive an immediate refund.