Can Scottish Power really do this!?

NickM

hi, I am in a lot of debt with Scottish Power but have an agreed amount that is usually taken by direct debit each month of £120. All his been fine until today they have gone into my account and tried taking out £807 and as my UC was paid into my account today Scottish Power have taken this and left my account sitting at £-439. All I have done is cry the full day, my physical and mental health have been an absolute riot just now and I’m actually terrified the depression takes me back to the place I was in a couple of years back when as I said to my mental health therapist I was and am now so unbelievably fearful of the thoughts going through my head and the fear of what I could possibly do to myself it’s that bad. As I’ve had failed attempts of taking my own life previously it is horrible to be feeling this unhealthy mentally unstable way I’ve feared sneaking back or like it is just now Pouncing back at me.

NickM

https://forum.scope.org.uk/discussion/129495/can-scottish-power-really-do-this

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anisty

If you have been sticking to your agreed repayments of £120/month then I don't think they can (or should) do this.

I would give them a call tomorrow and see if you can get it refunded. Just because they have a direct debit agreement, they can't just go helping themselves to your account.

Under the terms of the Direct Debit guarantee, you should be able to get this money back.

However, if you have broken the terms of the agreement and skipped a £120 payment (for example did they try to debit your account earlier this month and it bounced due to lack of funds?) then they probably do have the right to take the lot.

You could even try phoning your bank tonight - it is usually a 24/7 service and you might get some info.

Also - i should point out i'm no expert on this sort of thing - i am only answering from a basic common sense point of view.

If you don't get anywhere with the electric company and your bank, try citizens advice.

NickM

I haven’t missed any of my payments or been late with them, I will try get some help tomorrow.

I really don’t get it at all and doesn’t help that I’m already feeling the way I am.

Thank you for taking the time to respond to my question x

anisty

I think you should be in with a good chance of getting this back if you haven't defaulted on payments. I really can't think it's ok for them to help themselves to your account. It seems weird they've gone for £807 though, which isn't even a multiple of £120.

It'd also be worth talking to your bank tomorrow, making sure your overdraft limit is set high enough to cover what you'll need to get through - the last thing you need is to be hit with bank charges.

I think you will feel better once you find out what's gone on here. There's nothing more worrying than having a situation out of your control.

In this case though, i think you will be able to get some control of this situation, find out what's happened and get some cash back.

You've done the right thing by sharing this here - remember there are supports to help you get out of debt, step by step - both online and face to face.

Fear takes hold when you face away from a problem and it grows too big - by reaching out for support you will have a hand hold to look at the issue, get the right facts, see the steps to the solution and work through to a successful resolution of the issue.

Every problem has a solution, and there are always people to turn to to walk you through any difficulty you're facing.

Give us an update tomorrow when you have got an explanation of what's happened here.

Try to get some sleep tonight xx

NickM

@anisty think you so very much.

For some reason reading what you’ve just written made me feel and think you are a real calming person, so again thank you

And good night to you xx

MW123

@NickM

Your bank is generally obligated to compensate you if an incorrect amount is taken via direct debit, under Direct Debit Guarantee. This guarantee ensures you receive an immediate refund from your bank if an error occurs, without needing to wait for the company that took the payment to investigate. To claim compensation, contact your bank immediately, explain that Scottish Power took an incorrect amount, and specifically request a refund under the Direct Debit Guarantee.

The bank is then responsible for providing an immediate refund of the difference between the amount taken from your bank and the agreed-upon direct debit amount. While the bank may investigate the issue with Scottish Power, this should not delay your refund. It's best to report the issue as soon as possible, and having evidence of the agreed payment amount can be helpful, though not always required.

anisty

@NickM best of luck getting some answers on this today. Hope you got some sleep last night and feel strong enough to tackle this head on!

At the very least, you should be told what has happened here.

Check out the Direct Debit guarantee online before you make your calls. Then - if your energy company and bank say the money was rightfully debited from your account - you can raise the guarantee and ask how, under the terms of the guarantee, this could happen.

Have a pen and paper with you on the call. Nothing worse than waiting ages to get through to someone and then forgetting to ask your questions!

Once you have all the information and answers, hopefully your money will be coming back to you. If not, Citizen's advice is your next phone call.

Let us know how it goes xx

NickM

I’ve had to end up doing a live chat with my bank as I can’t get through on a call, so I am in a queue waiting on them replying back to me again.
This time when I get to chat with them I will definitely request as you have advised and thank you so very much for that. I’ve got myself into to so much of a state with it and am really struggling to deal with it on my own so again thank you so very much x

anisty

How did you get on @NickM ?

Bluebell21

Hi @NickM Do you have an overdraft of £439 that would cover this amount. If not you might find today that it has not been paid and the money is back in your account.

My bank would not allow me to go overdrawn by £439.

Have you spoken to Scottish Power to ask why they have taken this large amount when you had a payment plan in force?

Please let us know how you get on.

Take care.

NickM

sorry I’m just replying as I had a bit of a dilemma with getting it all sorted and was that drained with the stress and worry of it all, I ended up in my bed for a full 3day. Got the money put back into my account so now just need to try find some help with my bills as they are asking for me to pay £807.39 on the 1st of every month and this is on for my Gas.

There’s obviously background reasons because of my illnesses especially in the past 12yrs it’s so high. Thank yous so very much for being so kind to me and again sorry I took so long to reply xx

anisty

Ouch! That is a lot of money. That would be completely unaffordable to us and we are a working family with decent jobs. It's hard to see how a gas bill could be so high even after 12 years - electric, yes but what uses gas other than a stove, oven and central heating system. (Which is turned off during the warmer months)

We have all gas cooking and heating and 800 quid is our gas bill for a full year at today's prices. And we are in a 5 bed house fully occupied all year round.

See what others on the forum think but i just cannot imagine gas arrears getting so high that over 800 quid a month is repayable.

Electricity is much more expensive and in use all year round so i can easily see how that would run to many thousands after 12 years.

I think step change is one place that will help you with debt - and i think they can negotiate directly on your behalf with those you owe money to. Citizens' advice of course is another.

I am glad you got your money back and i hope now you can get some help seeing if this gas arrears is actually correct and get some more affordable payments for you.

Good luck and thanks for updating

NickM

anisty I don’t even cook with Gas, although I do have my heating on through the summer at nights anyway, and you’d think I was mad some summer days because believe it or not I have to wear a wee zipper and people can’t believe how freezing I am, like shivering freezing it’s horrible. Then I also live in a 3 levelled 4 bedroom old styled house. I know still shouldn’t be anywhere near this amount so I have an appointment at the local

Law Centre/Money Matters next week so hopefully I get it sorted then xx

anisty

Yes, i still think that is a VERY high gas bill - even if your boiler is ancient and inefficient. We have our heating on 24/7 during winter and it is very cold where i am in Scotland - we are about £100/month on gas during these very cold winter months but that is now at today's prices.

We certainly were nowhere near that 12 years ago or even 3 years ago.

Our highest spend is always january with it being so cold and long. I have just looked in my app and we were £123.40 this jan for gas alone but that will come down now as feb is a short month and march usually a bit warmer.

If you do have an old boiler and poor insulation then it might be worth seeing if any grants are available. A good boiler makes a difference.

I don't know if you can take advantage too of the cheapest fixed rate tariffs with your energy company when you are in debt to them but there are savings too there if you can and hopefully when you get your advice, they can get you help there too.

I am glad you are being brave and facing this problem head on now, getting the advice and support to tackle it👍

anisty

Ps - guessing you're in Scotland too?! (Wee zipper🤣)