Energy Companies Allegedly Misuseing Direct Debit Scheme

brysiewysie

Well I must say that's a fine set of responses. I'd argue the thread deteriorated before I let off steam.

You're right I'm obviously a company man through and through, I never challenge my employer on issues when I think their DD scheme is wrong or creating problems, I post only when I work, I don't have my own opinion and I only post what my company would want me to post.

I must say responses like many here on this thread make the time I decide to devote to this forum after or before work of no benefit to me. I do my utmost all day every day to help educate customers on the way the DD scheme works and I thought that trying the same thing here could be of benefit to some, which it possibly has been.

I can't be bothered contributing anymore to this gas and elec forum (the only one I've ever posted in) when it turns out getting in my view too abusive on here from certain posters - I'll do something else with my spare time.

Good luck to those energy supplier employees who will continue I'm sure to add some sensible, helpful comments.

Bye

space_rider

I worked for East Midlands Electricty and Powergen in many different departments. I have had many a customer arguing over direct debit amounts. The good thing is that back in those days if a customer insisted on a certain amount we were able to set it at what they wanted and they were told that once it comes to the review between April and July then they would have to pay the balance on the account. There were no ifs buts or maybes.

It`s now harder to work out accurate amounts with people changing tariffs and also with price increases. If you have evidence of meter readings and can show how you won`t be in a large debit balance between April and July then I can`t see why the payment can`t be set at an agreed amount. We as consumers are the ones actually using the gas and electricity and once you know the formula it is relatively easy to work out how much you are using. If you use Eon as a supplier you can sign up to monitor your account online and put in the meter readings each month.

I am with Eon as a supplier and last April I owed over £200. They could have asked me to pay it all but instead my DD was increased. Yes it was quite a large increase, but I did get my statement online each quarter and I could have increased my DD payment and not wait for them to do it.

I must add that as far as I am aware, Eon have a very strict IT policy and I would be very surprised if anyone is actually using work time to be posting on this or any other forum. I have known of people who have been dismissed for actually abusing their IT policy. I can`t see why someone would be foolish enough to be doing this in work time putting their job at risk especially when their attempts at helping are subject to being ridiculed.

Incisor

brysiewysie wrote: »

Well I must say that's a fine set of responses. I'd argue the thread deteriorated before I let off steam.

Possibly

You're right I'm obviously a company man through and through, I never challenge my employer on issues when I think their DD scheme is wrong or creating problems, I post only when I work, I don't have my own opinion and I only post what my company would want me to post.

I think you mean the opposite, ie you post in your own time. This confusion does not help

I must say responses like many here on this thread make the time I decide to devote to this forum after or before work of no benefit to me. I do my utmost all day every day to help educate customers on the way the DD scheme works and I thought that trying the same thing here could be of benefit to some, which it possibly has been.

I have appreciated your input. I appreciate anyone who explains the inexplicable. But I draw a line at defending the indefensible. Utilities are running DD as a cashflow optimisation scheme, it is becoming plain. Until the utilities publish how to calculate DD payments, and the calculations pass scrutiny, it is a waste of your time to explain or justify. Your unofficial efforts make it easier for the utilities to slide slither and twist on being up front with the detail of the calculations.

I can't be bothered contributing anymore to this gas and elec forum (the only one I've ever posted in) when it turns out getting in my view too abusive on here from certain posters - I'll do something else with my spare time.

Good luck to those energy supplier employees who will continue I'm sure to add some sensible, helpful comments.

Bye

Rightly or wrongly, people will view your contributions as condoned or semi-official, so you telling people to 'grow up' does not help. Many of us are aware too that some companies appear to employ people to derail consumer discussions which criticise the company into desperate flame wars. Unfortunately, although I don't believe you are out to do this, you have certainly brought the possibility to the fore front of my mind.

DirectDebacle

brysiewysie wrote: »

But what about situations like the one we're in now where prices increased significantly a couple of months ago? If it's not assessed to appropriateness debt builds very quickly over the winter and results in an even bigger increase whenever the review is.

I never said if there was a price change that the DD should not be adjusted accordingly. Prices do not change every 3 months and in my case I am on a fixed price. Therefore my DD does not need to be altered unless there is a significant change in anticipated usage. Are you saying a DD is a way to pay quarterly bills in advance. If it is, it wasn't presented as that.

If you haven't disappeared forever can you please educate me on that before you do.

Incisor

Cardew wrote: »

As usual a measured post by Direct Debacle and I am sure that everyone would agree about the ‘confusion marketing’ on all tariffs of the ‘big 6’ and in general the way the industry operates.

However I believe that we are in danger of ‘demonising’ all those utility company employees who make a most valuable contribution(including Brysiewisie) to MSE.

They are not as far as I can see, in policy making appointments. Surely the points made in their posts should be debated on merit, and not dismissed because they are Utility company employees.

Or is post #104 the way forward?

I certainly will not dismiss posts because they come from utility employees. They are welcome. But when they do post, I think they should be telling us.

It comes very much to the fore on this thread, because when for example MRSTITTLEMOUSE brings up the change in her DD, it is not just a matter of explaining a calculation to her and providing some backup to a customer services explanation or support in explaining something to customer services. This issue strikes deep into a very evident change of policy on the part of the utilities in response to the credit crunch.

This change of policy is in some respects covert - although brysiewysie and everyone in customer services has probably been briefed on the latest DD policy - maybe only 6 people [2 at board level, the chief accountant, the senior IT manager and 2 people within IT] actually understand the objective. This objective is not about defending customers from arrears, it is about bolstering the cash balances of the companies.

AFAIAC, brysiewysie is welcome to contribute to the thread, as is any utility employee. But experience shows that where customer services are facing a barrage because of an unfair change in policy, company employees tend to get short shrift, more so if they stray from explaining the inexplicable to defending the indefensible and more so if they don't declare their allegiances.

space_rider

But if you truly do believe that it is a conspiracy to extract money from us the consumer then why pay by DD. Why not do as someone has suggested and read the meter regularly put that amount in the bank each month and pay the bill when you get it. If you are not that bothered about the DD discount and you still want to pay monthly then why not set up a monthly standing order with your bank. That way you have full control.

I prefer to pay my bills by DD as it helps me to budget but as a consumer I certainly would not want to be paying more than I actually need to.

backfoot

Just catching up with this thread. A month or so back, I had a blatant overcharging situation with BG. The detail is contained in the thread http://forums.moneysavingexpert.com/showthread.html?t=1181149

At the time a BG employee (MarkyMarkD) tried valiantly to convince me and other readers that all was well with the process. Well unfortunately it wasn't and eventually the DD's did get reduced but not without determined action.

Still not properly satisfied I wanted to discover the true mechanics of what had caused the ridiculous rises when I was moving to a cheaper tariff. Two letters requesting this information were answered but not giving any remote explanation or number crunching to satisfy me.

Later a further Customer Service survey asked if my problem was resolved.Obviously I gave chapter and verse again but no further contact has been made.

Rumbled?

As usual Direct Debacle has summed the situation up very well. Simple clear statement of the calculations giving rise to an increase would satisfy us all. Atlantic energy actually did this when I was with them. I am not sure if they continue but that was the best practice I have seen.

Incisor

space_rider wrote: »

But if you truly do believe that it is a conspiracy to extract money from us the consumer then why pay by DD. Why not do as someone has suggested and read the meter regularly put that amount in the bank each month and pay the bill when you get it. If you are not that bothered about the DD discount and you still want to pay monthly then why not set up a monthly standing order with your bank. That way you have full control.

I prefer to pay my bills by DD as it helps me to budget but as a consumer I certainly would not want to be paying more than I actually need to.

Why not? They all penalise you for not doing Direct Debit, and I am not prepared to let them do an open Direct Debit for a quarterly bill, given that your bank balance then becomes vulnerable to any mistake in the bill.

eira

Am heartened that this has become publicised.Scottish Power drove me nearly mad re DD.They still hgaven't explained why they opened unauthorised DDs on my account giving them 3 DD on my babnk-they just see it as an irritant that I had the temerity to complain.I now ring Southern every month wth a reading and have found them helpful and friendly-and the tariffs are easy to understand.

Whatever the arguments re DDs are ,the attitude of the power companies seems to be-'we've got you over a barrel-tough'

1carminestocky

backfoot wrote: »

Just catching up with this thread. A month or so back, I had a blatant overcharging situation with BG. The detail is contained in the thread http://forums.moneysavingexpert.com/showthread.html?t=1181149

At the time a BG employee tried valiantly to convince me and other readers that all was well with the process. Well unfortunately it wasn't and eventually the DD's did get reduced but not without determined action.

Still not properly satisfied I wanted to discover the true mechanics of what had caused the ridiculous rises when I was moving to a cheaper tariff. Two letters requesting this information were answered but not giving any remote explanation or number crunching to satisfy me.

Later a further Customer Service survey asked if my problem was resolved.Obviously I gave chapter and verse again but no further contact has been made.

Rumbled?

As usual Direct Debacle has summed the situation up very well. Simple claer staement of the calculations giving rise to an increase would satisfy us all. Atlantic energy actually did this when I was with them. I am not sure if they continue but that was the best practice I have seen.

I remember that particular thread and it proved rather embarrassing for the particular BG employee posting in it I absolutely agree with you and DirectDebacle in that the energy companies seem so unbelievably reticent to publish anything that may explain the situation to their customers so, tbh, they can't really complain when the customer appears aggrieved. Maybe if they were more open about stuff they wouldn't have to 'fire fight' as much, resulting in increased efficiency and, who knows, cheaper bills? :eek:

As organisations they are lazy, lethargic and, most of all, arrogant (and, unfortunately this is reflected in *some* of their employees who post on here, sadly). The reason for this is they aren't really in the 'real business world' because they are selling a commodity everyone NEEDS as opposed to WANTS, there's an entirely captive audience of 20 million+ and only 6 companies. They don't really have to try very hard to have millions of customers each, and they are all individually scared to go out on a limb and cut their prices significantly for fear of the other 5 responding and them all having to really work for their livelihoods. It's just a sad state of affairs and 99.99999% recurring of the blame can be laid at the Govts door IMO.