I do not understand how this Company thinks it can get away with such poor customer service. I have been trying to pay my dual energy bill for nearly 18 months. Each month I have made sure the funds were in my account. Each month they failed to take the money. Each month I got a nasty letter telling me that the DD has failed. Each month I called them to enquire what was going on. I went in to my bank to check, I even set up a standing order which SP told me to cancel. I've made a direct payment. I asked them to check everything, including, twice, reading out my bank account number, which they said was correct. I finally got through to someone who knew what they were talking about, who revealed that they had keyed in the WRONG BANK ACCOUNT NUMBERS!!! I asked 3 times to put a complaint through, which was not done. On the final occasion, after asking them for a copy of their complaints policy, the person said the company did not have one, and they also had no complaints department! Each time I have called them, after being on the phone for ages, it feels to me as if they apologise, and then proceed to fob me off with just setting up a new direct debit, on a new tariff, which always changes, and I tell them that they have not resolved the problem so it will fail again. And it does! What a surprise. So I end up finally complaining to their 'Resolve' service, who offer me a paltry £20, an insult, and even though I refuse to close the case until the DD has actually worked, they close the case anyway. Sure enough, the new DD still doesn't work, I complain again, the case is closed again. The Ombudsman has been contacted and I have been offered more compensation and a proposed apology, but as I work long hours (9 days in a row of 14 hour shifts) and missed their email, when that offer 'expired', they closed the case once again. I am completely fed up...when a customer enters in to a contract with a utilities company, the agreement is to pay what is owed. That's what I have been trying to do for nearly 18 months. Scottish Power surely is under obligation to provide a system that enables that customer to pay? And when therre is a problem, caused by a mistake with SP, surely...1. Investigate, 2. Put it right, 3. Apologise, 4. Make sure it doesn't happen again. Well, this has happened to me every month for far too long now. The money is due to be taken today by direct debit...funnily enough, for the first time there is a Scottish Power marker on my account so at least they have changed the account numbers to the correct ones now, hooray! But my Bank records show that the DD has not been set up properly yet...back to square one! Come on Scottish Power, if I had been that incompetent in my job I would have been taken to task. Sort your own house out. More training perhaps? A review of your systems?