Written on: 22/11/2012
Scottish Power continued to take money from my bank account after ceasing to be my supplier and even though my dual fuel account was in credit with them. They then closed my complaints file because they had returned the money owing on the day the supply was transferred even though they had not reimbursed me for the extra they had taken after the transfer date. They explained - in an email that was apparently supposed to settle my complaint - that because they did not know I had a new supplier they were entitled to continue taking money from my bank account until they were told. This means I have paid two different suppliers for the same energy for the whole of one month. When I escalated my complaint they held onto my email for a week and then replied to say that it had not been read. I have had no alternative but to write to the chief executive and the customer services director by priority mail, but this should not be necessary.
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