Scottish Power Energy Retail review: Customer service and my bill and the complaints department

The issue that I have experienced was: On the 01/03/24 Scottish power took out a payment of £113 by card from my bank account by card payment when they shouldn’t have taken the payment I currently have a IVA in place paying them what I owe the amount of arrears is £3486 and I am paying them £6801 through the Iva which I cannot understand why it’s that much when my arrears are only £3486 so I contacted Scottish power on chat and explained that they should not have taken the £113 payment as I have a Iva in place to be told they had set up a payment plan without my knowledge I told them I was unaware of this and they need to cancel this as I spoke to my Iva company and they told me to tell Scottish power that they need to cancel the plan and for me to ask Scottish power for a refund of the amount of £113 they person I spoke to on chat said the plan is cancelled and the payment would be put back into my bank in a few days so on the 06/03/24 I had to contact Scottish power again as payment was not refunded back to my account for the person on chat to tell me I am not getting a refund so I asked to put in a complaint to the complaints department which I also did via email myself I have no contact from them in regards to this whole mess they created I am financially struggling already without them taking payments they shouldn’t be taking! Because I haven’t heard from Scottish power complaints I rang them and got told I need to give them meter readings for me to try get my money back I got rather upset and very annoyed and stressed with the whole situation they said they going to call me back but I don’t think they will as I should have had a call back from complaints department today between 11.30am and 12.30pm and no one has contacted me so I need help to get this situation sorted out so I googled how to complain about my energy company and resolve came up so that’s why I am here doing this hope you can help

It occurred on: 2024-03-01

This meant that I was left financially struggling very worried and disappointed and distressed about how I am going to buy food and pay my other bills due to this payment been taken when it shouldn’t have been! I am still financially struggling and very distressed over the whole situation

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