@sp_energypeople Scottish Power have taken £1,452 out of my bank account

[brickwall1958]

I have just moved house and let Scottish Power know as we have been customers for 13 years paying a direct debit monthly and never defaulting.

 

 

Yesterday I had a text from the bank and looking at my accounts they have taken £1,452 out without any prior communication.

 

 

When I rang them they said it was arrears which I did not have any idea about.

I can't understand why I have not been contacted about this as it was so much as I would have paid more each month.

 

 

I went to the bank and they have refunded me but obviously I have to sort it out.

Surely more communication should have been given, they e-mailed me when they needed meter readings.

 

 

Can anyone please comment on this.

Thanks for any input.

[BankFodder]

First of all, do everything in writing. If you have to talk to them on the telephone then read our customer services guide and implement the advice there. It is important that you have evidence of all your communications.

 

As you have got your money back (well done), you had better watch out for trouble because they will come after you.

 

I suggest that you prepare yourself by sending them an SAR so that you can get all the information they have about you including statements metre readings account numbers et cetera and you will then be able to understand the story.

[dx100uk]

£1500 that a lot of electric for one year on top of what you've already paid monthly.

 

 

I suspect this is an old bill for an old period whereby they've suddenly found out they undercharged you.

 

 

now if they can grab it back further than outside of 12mts from the date of the bill is another matter under the back billing regs.

[fkofilee]

Is it DD that's been paid? You can reclaim it under the Dd guarantee of required

[Andyorch]

Is it DD that's been paid? You can reclaim it under the Dd guarantee of required

 

Already refunded.

 

Andy

[brickwall1958]

Thanks for your replies. I will do as you advise and let you know how we get on.

[brickwall1958]

Do you think it would be worth complaining to the Ombudsman about this matter as I would have paid more each month if I'd realised there were such big arrears building up. I am also annoyed that such a large sum of money was taken from my bank account with no warning?

 

 

Thanks for any help.

[Ford]

First of all, do everything in writing. If you have to talk to them on the telephone then read our customer services guide and implement the advice there. It is important that you have evidence of all your communications.

generally, this is so important. the brief popup on customer services says it all.

 

Do you think it would be worth complaining to the Ombudsman about this matter

you'll have to start through the company's complaint process first, then at least up to 8 weeks.

[brickwall1958]

Thanks, I'll put a complaint in writing and see what happens.

[Ford]

if you have already put in a complaint, then after 8 weeks since can then go to the ombuds if it hasnt been resolved to your satisfaction.

[brickwall1958]

I now have a letter to contact them to make arrangements to pay them back, should I make arrangements with regard to this or just ask to follow their complaints procedure? Thanks for help.

[unclebulgaria67]

Surely if there are arrears because of estimated readings which are well below actual usage readings, then they should have sent you accurate bills with it broken down. They then invite you to come to a repayment arrangement. You should know how many units of energy that have not been paid for up to this point.

 

In this situation, it is sensible to make some payments towards increased usage and to continue with your complaint about their conduct to the Ombudsman. Don't withold payments and wait to see what happens. Try to take control over the situation.