Absolutely dreadful company. They are massively overcharging my direct debits. I have a large balance in credit but still want to put my direct debit up and won’t refund balance. I tried calling them and was left on hold for ages only to be played a pre recorded message saying they were too busy to answer and call was cut off. I have emailed them and had no response. I tried their live chat via app. There is no option to ask to speak to someone. Just bot responses. Had to choose every option until I discovered the only way to get a person to respond is to hit the “Refund” option. Was left over 12 hours without a response. When they finally did respond they ended the conversation because I didn’t see the response til over 20 minutes after they sent it. I used live chat again and again waited overnight for a response. I told them I was going into a meeting and not to cut the chat off if I didn’t respond while in the meeting. They said they can only allocate 20 mins response time. They finally agreed to reduce my direct debit a little bit but said they couldn’t refund me the credit as they would need to put the direct debit up further. I asked for the name of their communications director and a postal address so I could make a formal complaint about their appalling communications system. They didn’t provide either they just sent me a link to their website which told me to call the same number they won’t answer on or speak to the live chat which I was already doing. Eventually they raised a complaints reference number and told me that a complaints handler will email me or call (not holding my breath). I checked their app whilst still in live chat and the agreed direct debit reduction had not been applied. I asked when it will be updated and was told not until the complaints handler had been in touch with me as they will have to reassess!!! Unlike other energy suppliers who are applying the credit to the energy account they are refunding the government energy rebates to bank accounts using the direct debit mandate. I’ve worked out this is to stop people cancelling direct debits who cannot get their credit refunded. Absolute arrogance and do not care about their customers. They do not have a fit for purpose complaints system in contravention of UK regs. They really should not be licensed to operate. As soon as I have received the full energy rebate I will be switching suppliers to a company who actually understand that their customers pay their salaries. My advice is - NEVER SIGN UP WITH SCOTTISH POWER. Worst company I’ve ever had to deal with. I will be contacting my MP, Ombudsman and consumer media about this. How older and vulnerable people are expected to deal with this dreadful online only communications system is beyond me.