If you can switch away from them, do so immediately. They are not only incompetent, their practices appear quite sinister. Ofgem fined them £18 million in 2016 (see ofgem investigations page) for billing and customer service fiascos and failure to carry out ombudsman directives when ruling were in favour of the customer. These failings benefited Scottish Power financially. They erroneously connected me to my next door neighbours energy supplies and I was never able to pay for my own, despite 9 months of trying. They registered a default on my credit file for bills I could not pay. They are now blocking my complaint to the energy ombudsman. Advice, switch if yiu can, don't don't set up direct debits with them, confirm that your supply, meter, and account numbers (3 for each gas and electricity, 6 in total), all correspond with each other, communicate with them in writing so you have a record, ensure they give you complaint numbers....and if you can afford it, it might be worth just paying incorrect bills if this means you can switch to another company. Its worth saving your sanity.