Boost Energy - Schedules Payments

JasonH76

My first post of this forum as I feel I am getting nowhere with my current energy supplier - Boost (part of OVO). Sorry - a bit of a long story!

I recently contacted Boost via their webchat to discuss the Energy Support Scheme Voucher in a letter I had been sent mid October. I am currently on a Smart pre-payment meter (gen 1).

In the letter was the £66 voucher code to use at a PayPoint shop. The letter stated that I should provide ID and my smart key (for smart meter customers) so that they could top it up. HOWEVER, I did not have a smart meter key as I use the Boost App to top up. After eventually getting back to Boost via the Webchat they advised I could use the Top Up feature on the Boost App in-store with the voucher. This was NOT mentioned in the letter as a way to top up using the voucher hence contacting them.

During the webchat conversation, I was told by the operator to change my Top up numbers for both Gas and Electricity in the Boost App. At this point, I advised them that I had a scheduled payment setup in the App for both Electric and Gas top up numbers, I was told not to worry about that and simply delete the top up numbers and replace them with the new top up numbers I was given by them there and then.

I duly deleted the old top up numbers, replaced them, made a small top up afterwards during the call to check all was working. It was...

A couple of days later on the Thursday, I noticed my bank account for paying my bills was lower than normal. After checking my transactions, I noticed I had to 2 pending payments of £75 each from Boost for the last 2 days. £75 was my weekly payment schedule in the Boost App (I have a large family!). As it was near the end of the month, I tried to get hold off Boost again on webchat. Nope, Tried over a peroid of 2 days without success,

Since then I have had daily £75 pending transactions from Boost. £375 pending transactions so far. They do disappear after 4 days, but this really affected paying my bills at the end of the month. 

I cannot get through to Boost on the phone or webchat since. As the transaction are pending and they do disappear after a few days, my bank cannot do much at present as I understand it. 

I have worked in a call centre before and totally appreciate how stretched they must all be, but I cannot afford a daily pending £75 charge on my bank account! 

I ultimately want to switch to OVO energy direct as I feel they may have better resources despite Boost being part of the OVO group. Of course, as a result of the price cap, I cannot even switch easily!

Very frustrating and looking for any advice on where to go next.