Hi

My g/f changed over to Scottish power to supply her electric in August 2008 using a prepay meter, every week she used the card in the local shop putting between £10 and £15 on the card. Today she recieved a bill for £ 1300 and when she spoke to Scottish power was told there was no record of any transactions and will therefore have to pay the bill ! She has no reciepts for when she topped up her card and Sottish power recently changed her meter to a key payment meter taking an extra £16 per week to clear the arrears. As she changed to a payment key from the card she discarded the card and now cannot prove she paid for electricity . Any advice would be greatly appreciated

Thanks

darrond:

Your girlfriend should contact Consumer Direct for general advice about her rights. See http://www.consumerdirect.gov.uk/EnergySupplyandPost/energysupply/

The account then needs to be put into dispute with Scottish power, so investigations can take place So you need to start the SP complaints process http://www.scottishpower.co.uk/Home_Energy/Customer_Services/Making_a_complaint/.

If you are then are unable to resolve you can take this up with the Indendent Energy ombudsman. http://www.energy-ombudsman.org.uk/links/6-0-faqs.php

I suspect something has gone wrong with the prepayment card, not registering with the account. Therefore SP should take a look into this when handling the complaint.

Huckster

Thanks Huckster

I'll do as you suggest, with not having the card anymore not sure what the chances are of sorting it out. My g/f is a single mum of 3 ( 1 being disabled ) and on benefits and cannot afford the extra £16 per week . SP didn't mention anything about this when her meter was change a few weeks ago and she only found out that the arrears were being taken in the letter recieved today .

Darrond

Would have thought that SP could provide details of the card and then do some research about where the money paid via the shop went to. If the card was credited, the money went somewhere, it did not disappear.

Huckster

I totally agree, but they are saying there are no recorded transactions so she is liable. I'll take it up with them in the morning as i'm at work at the mo and they need my g/f's there and her authorisation for me to deal with it .

Thanks again for the advice

Darrond

Hello Darrond,

Is your girlfriend aware that people Low Income / or Benefit qualify for a instant 20% discount.

I know this, because i have recently had to go on Jobseekers, and i knew that i would have a problem paying my supplier for gas and electric. I telephoned them, they were very helpful and told me about the discount.

Apparently the government brought it in, i think February 2008. If i had know last year i would have applied for the 20% as i was on a low income.

I know it doesn't help your girlfriends situation at the moment, but it will help her with her future bills.

I am with Southern Electric / Gas, which i think is also Scottish Power.

Southern Electric called it Energy Plus, so you will have to see if Scottish power call it the same.

I hope this will help your girlfriend in the future.

Thanks Jenlo

I'll pass the info on as im sure she's not aware of it

Darrond

Hi Darrond,

It's possible that this card no has been associated with the wrong account. at any rate Scottish Power would have a note of the card number you used somewhere. Unfortunately, if you don't know the card no, have no receipts, and Scottish Power don't have the number associated with the correct account, then Im not sure how possible it will be to get your money back.

I'm not sure either . Telephoned the previous supplier today and they confirmed they have recieved no payments after the account was changed to SP so my g/f has not used their card by mistake. SP cannot even confirm sending out a card although the card for the gas account was recieved on the same day. Customer services completely unhelpful today so have started the complaint procedure and see what happens .