Scottish Power DD Failure

noway234

Not sure if anyone has come across this but here goes - we were due to renew tariff last November (2021) and were unable to do until the end of January 2022 as the site and operators said they 'unable to help at this time. Kept DD in place and eventually received new tariff in April of £160.55/month until  May 2023 which I thought was ok compared to what  others have had to put up with.  Changed our  bank in May from Santander to Halifax and changed DD to make sure all was correct.  Fast foward to yesterday when Scottish Power message me to say they were unable to collect DD.  Checked the account and when I try to reset DD I am suddenly offered a choice of 2 tariffs both over double what was agreed in April.  Spent the last hour trying to get sense from someone there BUT they say they can't set up DD until I take out the tariff they have an offer, again both over double what I am supposedly paying until next year.  The website keeps saying 'we are busy try again' on the amend DD feature.
I've ended up saying I'm not prepared to change my tariff when the bill we have in April shows the correct DD set up with Halifax  (even though on our Halifax account it does not show) and that I will pay on receipt of bill in future.
My query really is that has anyone comes across this before?  Bill from SP shows correct bank details fro DD which let's face it, only they can set up, but Halifax account shows no DD set up?
Tearing my hair out now, can't get over how seriously inefficient these people are, it's startiing to feel like they've deliberately cancelled my DD in order to get me to pay more.

pochase

For how long has the debit order not been collected? After a few month your bank will cancel it and you have to set up a new one.

Just happened to me a few weeks ago with Thames Water, who "accused" me of cancelling my direct debit order after not billing me for over two years and only doing so when I contacted them.

Gerry1

Paying on receipt of bill will probably cost you more.

Send SP a letter with your bank details, and get a free certificate of posting.  If the DD doesn't show with Halifax after a reasonable time, submit a formal complaint to SP by letter in the same way and make sure you get a reference number.

Go to the Ombudsman if it's not sorted out after eight weeks.

noway234

Thanks both for coming back to me.  I'll certainly send a letter today and follow up with formal complaint - just can't believe how useless SP are.