Just an update. Getting quite worried now as I have been contacted by Sigma Red. They have upped the amount owed to £598.61 and also threatening legal action and registering on my credit file? They are doing this at the same time as Insight Collections and Scottish Power are actively seeking payment. And Scottish Power have assured me my account is on hold?

I have had a reply from the ombudsman. He basically says they should check my account and put things right. He also says they should pay me £22 for not keeping the appointment to swap my meter and £75 for inconvenience, phone calls and being without gas for six days. He also said the onus was on me to provide a printout of my balance. I have checked my email to him and the printout was clearly on it? This is just my opinion but Scottish Power would be mad to answer any complaints people make to them. It's far cheaper to ignore all of there customers and just pay up £90 when the Ombudsman tells them to. Assuming they now acknowlege him.

Thanks for your reply nottslad. I am in Nottingham myself.

Just an update. Today I recieved a letter from there collection company. They are adding charges and are threatening to put a default on my credit file. They are also threatening court action to arrest my bank account or goods. The question I would like to ask is if it does go to court, will I be notified by the court. And can I be present to argue my case?

Sorry about that was a bit frustrated when writing. Hope thats better.

Hello sorry this post is a bit long but it has been ongoing for a while I have been a pre paid customer of Scottish Power for approximately two years. Just before Christmas 2013 I broke my pre payment card. I phoned and after being on hold in excess of 45 mins I eventually spoke to an operator. He said he would send a new card in the post. I asked what I would have to do to change meter and pay by direct debit. He said it would cost me £62 and he would have to do a credit check. I agreed to both and he said my credit was A1. According to experian they searched me on 18th of December so everything was fine on this date. He said he would arrange to have my meter changed and call me back. He also set up a direct debit. After three days my new card arrived and instantly started taking £15 for credit. I phoned and after being on hold in excess of 45 mins I eventually spoke to an operator. He said that my meter was set to recover £15 a week to repay a £500 debit. He also told me that I had to pay my debts? I asked what tariff Iwas on and he said it was pre payment. He realized that this couldn't be correct. He would look into it and call me back. This to his credit he did. He explained that he could see money coming into my account and gas being used but for some reason the computer had not put the two together. He assured me he would sort this out but it would take him 10 days he would then re contact me to arrange changing my meter. I told him I was not happy and wanted to complain and that I didn't think I should be charged the £62 to change my meter. He said I would have to take that up with someone when he had sorted out the error. I would like to point out that at no time was I contacted about any arrears or offered a payment plan or means tested in any way. After 10 days nothing happened. I phoned and after being on hold in excess of 45 mins I eventually spoke to an operator. I explained the problem and he said that he had no idea why I had been told what the previous operator had said. He said that all the information was on the screen and he explained to me that for the first year I had paid in money but Scottish power had not taken it. There was therefore £485 in a black hole that he could see. He also said that for the second year they had taken my payments but during the whole two years they had not charged me for gas. He said he would put that right immediately and that my account would look strange. He said it would go from being £400 in credit to £500 in debit when he had charged me for gas but not to worry as we knew there was £485 in the black hole that he would recover. He arranged for a meter change for the afternoon of Feb 3rd 2014 as I would be home from work then and that he would waive the £62 fee. After this the meter seemed to take more money for debt. It remained at £15 but was much more frequent than once a week. I phoned and after being on hold in excess of 45 mins I eventually spoke to an operator. I informed her of the problems I was having and I was now struggling to pay other bills. And that I was incurring bank charges as a direct result. She said she would try and charge up my meter and put me on hold. After a while without reply she hung up. I decided that I would have to wait until the 3rd of February. When the 3rd of February arrived I had not received any notification so I phoned and after being on hold in excess of 45 mins I eventually spoke to an operator. She said that the meter appointment had been canceled on the 24th of January because no one lived at the address? I asked who had done this? She asked what I was expecting I told her I was expecting a change of meter this afternoon. She said the engineers worked till six oclock so why was I calling now? I reminded her of what she had just said but she denied saying it? She put me on hold while she looked at my account. She returned and told me the engineers had called that morning but no one was in. She said she would get them to call again and she would phone back at seven oclock to confirm they had been. Neither of these happened so I sent in a complaint. Then later that week. I phoned and after being on hold in excess of 45 mins I eventually spoke to an operator. I explained to her that financially things where desperate because of the excessive gas charges. She said I had overpaid by £74 and she would send this. After a few days. I phoned and after being on hold in excess of 45 mins I eventually spoke to an operator. I asked what was being done about my meter they said they would send an engineer to reset my meter. He came but said he was not resetting my meter Scottish power would have to reset my meter. He also said that Scottish power "do this all the time" and that they where "palming me off". All he could do was put £10 emergency credit on that I would be charged for any way. I phoned and after being on hold in excess of 45 mins I eventually spoke to an operator. She said he was wrong she told me to put my card in the meter and push a series of buttons. She asked what the meter was displaying? I told her it now said card invalid. So now I was short of money but couldn't get any gas anyway as my card was now not working. She told me to go to a shop on the other side of town she would give me a code number and they would give me a working card. I went to this shop but they said they did not deal with Scottish Power. She tried the code number anyway but the machine would not accept it. I phoned and after being on hold in excess of 45 mins I eventually spoke to an operator. He said he would send me a new card. After a week I had still not received my card. I phoned and after being on hold in excess of 45 mins I eventually spoke to an operator. He said he would send a new card and an engineer to reset the meter but I must be present. I asked why I needed to be present for the engineer when I wasn't present when it was originally increased before Christmas he said he would look into it and let me know? I left work early again to wait for the engineer who again put £10 credit on. The next day the new card arrived and seemed to work correctly. After this I transferred my account to British Gas. I was phoned by somebody asking why I was leaving Scottish Power. When I began to explain he told me to contact the Ombudsman. I found this strange that you would rather deal with the Ombudsman than spend 15 - 20 minutes listening to customer and trying to resolve his problems. I did pass my case to the Ombudsman but he informed me that they had not bothered to reply to him? He said he would base his decision on my statement alone. He has found in my favour but I have queried the amount. He has contacted them at least twice to ask you to suspend any further action. I was phoned by an operator to try and get me to pay the £500 that is showing on my account. After I explained to her what was happening she agreed that they had made a mistake and she would contact accounts to get my balance set to £0.00 and she would suspend any further action. Clearly she has not done this. I have made several phone calls and sent various emails/complaints all of which have been ignored. According to my online account I currently have eight complaints registered all of which have been ignored? This is only the complaints they have registered and does not take into account all the other communications that have been ignored (emails and phone calls). I am now receiving threatening letters from there debt collectors. I have also received a letter from Scottish Power that is clearly a demand for money as you can see the heading of the letter through the over-sized envelope window. Any suggestions would be appreciated. Also should the back billing agreement come into force?

As I,ve got the SAR |don't see any point messing about now. The company I'm dealing with is GE Money Home Finance Ltd. There are lots of posts about them here and on other sites. They have many guises and seemingly many complaints. There interest rates are a massive 8.44%. I ask you if I was aware of the interest rate do you think I would be with them for this to have happened in the frst place?

Hi Jansus. There are records of calls made about the complaint but none about anything else. Not sure all calls are there got to check with my records. The letters are what I am particularly interested in. As I said cant really make head or tail of it at this point. There are entries that say"reporting status change (auto)" these seem to coincide with interest rate changes made in the financial records. Are these changes to the account or are they letters?. As I say I think you have to work at that place with that system to understand it. Going to go over it fully then ring them Monday and ask them to explain. Will let you know how I get on. Any thoughts before then would be appreciated. Johnny

Recieved the SAR today. It looks like loads of screen dumps (about 2 reams worth) from a pc. Not sure I understand everything on there yet but still wading through it all. I,m sure that most of it is phrased in a way that only they know what it means. The figures I can understand, but not sure what everything else means. They seem to have recorded when something happend to my account. Some entries are daily so there obviously daily rate calculations. Can also see when charges were added. But cant see that when the interest changes they have sent notification? . Will try ringing them in a few days see if they will explain things. Anyone know what if any format do these things have to follow? Appreciate any help.

Ok just a quick update. I have sent a sar. And they have responded saying they will send all the information requested. I have sent an email to the FOS and a letter of complaint to the Community Legal center. I'm assuming this will confirm all the lies I have been told over the phone. And proove that they are in breach of contract( No letters about change of interest rate). Also I have found out that the change in my mortgage company is because they are using a different trading name. Does this make a difference? When I recieve the sar how should I proceed. I am using the time to find out how to start court proceedings any help would be very welcome. Thanks again all. Keep up the good work.

Wow thanks superslueth spot on with your assesment. Thought I would apply for a subject access request on Monday. If I've read other posts correctly this should give me the proof I need. Hopefully then I can do what you suggest. If I can't get the proof will go ahead anyway. Even without proof. Surely the fact that all correspondence cheques E.T.C. where addrressed to the old morgage company must count for something? Unless they accuse me of an elaborate rues to risk my house and gain precisely nothing? Not sure about suing the solicitor but will definately report her. If they are doing this kind of thing to me then they are definately doing it to others less fortunate. Feel its only right to stop things like this. Yet again MANY thanks your all doing a fantastic job. I only hope I can help you all one day.

Thanks For that Jansus. I have copy's of everything sent or received since this started in October. You have hit the nature of my complaint on the head. I am posting 8 of the 10 specific questions I asked in my first letter. I am not posting the other 2 as this will identify the company concerned. I don't know why but I feel its important not to identify them and thus forewarn them of my plans. Or I am I being paranoid. Here are the questions I have asked to be answered. 1) Why has there been no communication regarding any changes to my account. And any arrears? 2) Is it acceptable to not communicate with me and to go straight to court for repossession of my home even though I have increased the payments? 3) Is it really my duty to work out my repayments and penalties? 4) What is your complaints procedure and how does it work? 5) Is there a full breakdown of my account including all the information I requested being sent to me? 6) Is there a direct debit on my account? And if there is has it been cancelled by whom and when? 7) As I am now unable to work due to the anxiety which this problem has caused, and can pay no bills and have no means of income for living expenses what am I expected to do? 8) How much have I been charged for phone calls including calls I have had to make despite promises that you would call me? Question 6 refers to the security questions they got wrong and is probably not important. Question 7 refers to my doctor signing me of work. I obviously sent this letter before deciding that I had better not have time off work as any loss of income would hit hard. Will retry FOS on Monday Thanks again

Hi Unfortunately can't be any help. But I am going through similar.Just thought I would lend moral support and wish you luck. Got a nasty feeling we are going to need it

Thanks Jansus Just to keep you up to date. Been busy Today and this is where I currently am. Contacted FOS they say not a lot they can do as its already been to court. And the court is a higher authority than them. Reading my original post I haven't put a time line but received solicitors letter 6 weeks before court date. The mortgage company didn't register a complaint ( despite numerous attempts) until two weeks later. FOS guidelines say they won't get involved until 8 weeks after complaint. Unless my maths is dreadfully wrong thats 4 weeks after the court date and therfore 4 weeks after the FOS can do anything so another dead end there. Been contacted by the mortgage company as well Today. They say they are passing my file from the Litigation Department To the Resolution Department? Don't quite understands why but after dealing with arrogant misinformed Teenagers will be glad of the change. I know probably the smart thing to do is to shut up and let them get on with it. But just been doing some sums. Now owe mortgage company at least £1000 more than when I started. Add another £2000 in charges for the next 4 years I'm in arrears. And finally write off all the payments I've made for the past seven years (about £34000). I can't do that would rather go out screaming than just lie down and die. P.S. I really appreciate everybodys help and support. But please if you can see what I've done wrong please tell me. I am a reasonably educated law abiding, tax paying, and fair adult. If I am being unreasonable or naive please tell me. I will take all comments on board. Thanks again all for listening to me.

Sorry to go on. But as there adding £40 charges its only a matter of time before I'm back in court. That's whats keeping me awake waiting for the inevitable summons. Surely it's only a matter of time before they repossess.

Thanks for the reply Jansus. I don't think I made clear whats upsetting me most about the whole affair. My contract states that I will be informed of any changes in the interest rate before they are implemented. If they don't inform me, but charge me anyway then of course I will have arrears because I don't know what to pay? It seems to me they can charge what they want when they want and there's nothing I can do about it? Also obviously the contract isn't worth the paper its written on so I'm better off giving up and living in something I can buy outright and depend on no one. Sorry if I'm not clear but as I have said I am rather upset, annoyed, frustrated, frightened and definitely confused. Thanks again, all messages are greatly appreciated.

Ell-enn thanks for your reply I really do appreciate your advice

Thanks Ell-enn. Yes I have made the repayments at the agreed amount but obviously only one. My Wife and I have already decided to sell the house and by something outright (This will probably be a caravan due to what we can afford) as neither of us can sleep worrying about what will happen next. I don't want to name the company as if they read this they could piece together who I am. Would be happy to tell you confidentially though if I can work out how? The mortgage is repayment. A sincere thankyou to all feel so much better knowing someone cares is bothered and takes the time to help.

Thanks Goldlady appreciate your help. Court case was Dec 3rd 2008. Yes the judge did make a suspension order on the agreed amount. While I am concerned about the £40 charges what hit me most (and like a brick really) was that I wouldn't pay the arrears in four years as the judge confirmed, but by my reckoning will be closer to 9 years. Thanks again was really beginning to despair

THANKS much appreciated

Please please somebody help me. I'm at my wits end trying to sort out my mortgage. I will try to be brief and give all the relevant information but please understand I am a mixture of angry/ scared and totally confused I took out a mortgage approx 7 years ago on a fixed rate for five years. During this period the mortgage company changed I was informed of this. After the five years I received no letters or contact of any kind informing me that my fixed rate was up and was going onto a flexible rate, or what the interest rate was. Thought no problem (it was a busy period for me as my Mother was ill). I upped my payments on my own accord and intended to contact them to sort things out. Unfortunately early 2006 I had a heart attack. Obviously I was unable to work for 4 Months (unpaid as I had literally just started with the company). Then went back to work on a 3 or 4 month structured return (I.e. not full time). My wife contacted the mortgage company and advised them of the state of my health and asked if we could miss a couple of payments as we were obviously struggling. They immediately wrote back telling me to phone them (I never saw there letter but accept they may have sent one and assume one of my family got rid of the letter to avoid causing me stress). Then in October last year received a letter from a solicitor advising me that a mortgage company I had never heard of were taking me to court to repossess my home as I owe them £4000 When I phoned the mortgage company they asked me some security questions and told me I had got some wrong? I hadn't so was wondering at this point if it was mistaken identity or some sort of phone [problem]. I had a lengthy discussion with the phone operator and I asked her why they hadn't contacted me regarding the arrears/interest rate changes. And if they had could she tell me when they had and I would take it up with the Royal Mail. She told me they hadn't contacted me. She also told me they hadn't sent an agent to save me £60. I asked to speak to the Manager. To cut a long story short after speaking to two Managers both of whom admitted they hadn't contacted me. One of them even said it was my responsibility to work out interest rates and add any charges e.t.c. In my contract it states quite clearly they they will notify me BEFORE any changes are made. They also said they would cancel the court action and associated charges and put my account on hold for 3 months. In a moment of anger/disbelief I told them they could do what they want as this is what they do anyway. I Searched the internet and found out my mortgage company had changed to this new one (By the way its not small it is a global company).At this point I contacted the FSA and they gave me the Community Legal Service phone number and told me to make a formal complaint. When I phoned the mortgage company they said I couldn't complain to the Litigation department and had to contact Customer Services. They told me contact the Litigation Department and complain to them. This went on two or three times finally they wrote to me and told me they had recorded my complaint (how when I never actually got to make one don't know). All of this had an effect on my health. My doctor even wrote to them to express his concerns and signed me off work. I obviously couldn't afford time off work as this would make things worse so had to ignore his advice. I made an appointment with a solicitor at the Community Legal Service. She told me that they were wrong. She said she would represent me in court and then write to them to take my complaint further. She phoned me the day before I was in court and told me she wouldn't be there and to see whoever was on duty. At court I told the CAB representative there the story and explained that I had had enough and was just going to give them the keys. She advised me not to that and to sell the house myself as I would get more money. She also said I should take it further but she couldn't help me as somebody else was already looking at my case. She advised me to offer £50 a month. I said I could afford £75 and offered that instead. The mortgage company refused my offer and went for repossession. The judge said £75 was enough and would take me just over 4 years to repay my arrears. I waited no contact from any solicitor. Now Today the mortgage company have phoned me to say I am £4000 in arrears and they are charging me £40 a month. I phoned the Mortgage company Manager he now denies saying it was my responsibility to work out my payments. This should be easy to rectify as they record all there phone conversations so he will check. Also by his calculations even though I have paid this months installment plus the extra £75 I am now £20 further in arrears? I have contacted another Solicitor he tells me that even though they have broken the contract it is more that 21 days after the court case so there is nothing I can do. Please someone tell me this is wrong. I really don't know what to do next. If you are still reading thanks for sticking with me. Any advice even if it is directions to the nearest cliff would be appreciated.