Scottish Power's weird billing

KenLong

Hi

I'll try and keep this as brief as possible. In December 2020 we were told that our energy provider (Yorkshire Energy) had gone bust and we were being moved to Scottish Power. Eventually we had some communication from SP and things moved ahead. However I have become increasingly confused by their billing patterns and I just wanted to ask here in case I am missing something obvious...

(For clarity I am going to refer to our invoices by number rather than by date etc. These are as downloaded from the SP website. Also, I need to state right at the beginning that our direct debit payments to SP have gone out every month.)

Invoices 1, 2 and 3 all covered the same date range.

Invoice 4 covered a period of 3 months nearly, but is marked on the first page as "Not Posted".

Here's where it starts getting weird(er)...

Invoice 5 covered the same dates as invoices 3 & 4, plus charges covering 16/4/21 to 25/6/21. It had a cancelled charges section, the total of which tallied with invoices 3 & 4's charges. However it only shows payments made by us in May and June, but not those that were on the "cancelled" invoices.

Invoice 6 looks relatively normal.

Invoice 7 covers the dates already covered by invoice 6, plus it's own month. This invoice also has a cancelled charges section, and again doesn't show the payment credited against invoice 6.

Invoices 8, 9, 10 &11 look normal.

Invoice 12 goes weird again. This invoice shows charges for the period already covered by invoices 9-11, plus it's own month. Yet again it has a "cancelled charges" section, which equals the amounts of the original invoices 9-11. Worse still it shows no payments on to the account for that period, despite the fact that invoices 9-11 show payments made.

I have tried calling SP but just get a recording saying that "they're very busy" (the least surprising thing I've heard this year possibly) and this feels too complicated to try and talk about using their chat box.

Has anyone else had this sort of problem with SP? Do you have a sneaky backdoor number/email to get through to someone who could help? I really want to get this sorted as our monthly payments have almost tripled and I think that this must be due to our payments not being credited on to our account.

markin

Did your direct debit payments go up? If you had a good fix and are now on the standard tariff your DD should need to be far more now.

Do you have a smart meter, are the bill actual or Estimated? have you submitted readings if you need  to.

t0rt0ise

I keep my own spreadsheet with meter readings and the energy I have used and the amount I therefore owe, and what I have paid. That way I can check that the final figure they give, either credit or debit is correct. So is their final figure for you correct or not? That is the only thing that matters.

adam06_2

I also found Scottish power billing confusing and their phone help to be useless...

In the end I used their email form thing, which worked much better:
https://www.scottishpower.co.uk/contact-us