Pay too much on your Gas & Elec Direct Debit? Ask for a reduction on your purchases

MSE_Martin

What's it about?

Let me be specific here, what I mean is "is your Direct Debit consistently higher than it should be, so that you always get a rebate?"

If the answer's yes, simply ask the company to reduce your monthly amount, meaning the cash earns you interest - and aids your personal cash flow.

What to do

If possible get a years' bills and look at how much you normally actually spend over the year, divide it by twelve and that's the right amount (plus add about 20% for price rises).

Then ask it to reduce it - even without the year's bills give it a go anyway, based on roughly the right amount

Martin

To discuss this and/or report your experiences click reply

IvanOpinion

Can I add a qualification to what you are saying, particularly in relation to energy. Be careful about asking for refunds at the end of summer. It is common for people to build up a credit over the summer months because their usage is less, this will be offset by increased usage during winter. If you take a refund at the end of summer then you may be left with trying to find additional money at the end of winter.

Ivan

toffeegirl

I got a rebate from my electricity supplier and then got a letter suggesting that my direct debit be increased. 'If you don't want to increase your direct debit, ring us to let us know'. But when I rang them to stop my direct debit being increased (certainly by so much), I was told that the increase was non-negotiable. Accept it, or come of the direct debit plan.

bubieyehyeh

My balance had build up so that I owed them £60. I received a similar letter saying my monthly direct debit was going to be increased from £25 to £60. I worked out even with the price rise the increase needed was only £30. They just seemed to want to get all the money they were owed in one month. After a long winded arguement they did increase to only £30/month. But I had to pay off the debit balance as a lump sum over the phone.

icedude

My experince was the same as toffeegirl. When I looked at the increase in monthly DD (and averaged use over the year) it did not take account for the current credit on account nor the £60 rebate for being with them another year. When I asked how I would ever see the £60 dual fuel loyalty rebate I got little in the way of an answer. They too where non negotiable about the DD amount.

heppy23

Out of the gas and electric one is in credit and one isn't.
I am waiting to be chased for one and I will simply say "You already have the money".

I am about to change suppliers again though.

misterE_3

This may be useful for anyone who asks British Gas (it may work with other suppliers) to reduce their direct debit amount, and British Gas agree to, but they don't actually carry it out.

They gave me a £15 goodwill payment for my inconvenience. Emphasise the time and money spent on the phone fixing their mistake and the fact they have taken more money than you gave permission for.

Here's what happened to me:

About 4 months ago I switched to British Gas to be my electricity supplier.

I was quoted a £15 per month direct debit before switching. Upon switching they started charging me £26 per month.

I phoned up once to get it corrected, which they said they would do. The next month, it had not been corrected. Be sure to take names of the agents you talk to. I was still charged £26.

I phoned again, and told them their mistake, and how much inconvenience in terms of time and money on phone calls, it had caused me to rectify the problem. I also said I was not happy that they took more money than I gave them permission to do so.

The customer service representative was helpful. She first said she could only refund the cost of the phone calls (a few pence). Tell them this is not good enough (politely!), and ask for a payment you think worthy (I said £20). Then she said she could do £10 but would have to check with her manager, which she did, and it was agreed. Again take names and a number to contact them back on if there are further problems.

In the end the goodwill cheque from British Gas came through the post a few weeks later for £15 (£5 more than I expected).

So good customer service (in the end!) from British Gas, I just wish they got it right first time, it'd be better all round.

spentafortune

misterE wrote:

This may be useful for anyone who asks British Gas (it may work with other suppliers) to reduce their direct debit amount, and British Gas agree to, but they don't actually carry it out.

They gave me a £15 goodwill payment for my inconvenience. Emphasise the time and money spent on the phone fixing their mistake and the fact they have taken more money than you gave permission for.

Here's what happened to me:

About 4 months ago I switched to British Gas to be my electricity supplier.

I was quoted a £15 per month direct debit before switching. Upon switching they started charging me £26 per month.

I phoned up once to get it corrected, which they said they would do. The next month, it had not been corrected. Be sure to take names of the agents you talk to. I was still charged £26.

I phoned again, and told them their mistake, and how much inconvenience in terms of time and money on phone calls, it had caused me to rectify the problem. I also said I was not happy that they took more money than I gave them permission to do so.

The customer service representative was helpful. She first said she could only refund the cost of the phone calls (a few pence). Tell them this is not good enough (politely!), and ask for a payment you think worthy (I said £20). Then she said she could do £10 but would have to check with her manager, which she did, and it was agreed. Again take names and a number to contact them back on if there are further problems.

In the end the goodwill cheque from British Gas came through the post a few weeks later for £15 (£5 more than I expected).

So good customer service (in the end!) from British Gas, I just wish they got it right first time, it'd be better all round.

I've been with British Gas for years and pay £49 monthly. They sent me a letter a couple of weeks ago to say they were putting it up to £81. Now there was a shortfall at the end of the year by around £50 but thought there is no way I am paying an extra £26 per month.

Phoned Customer Service, waited 15mins for them to answer and a guy said "how much do you want to change it to?" I said "£55".

Now guess what, they have taken £81 from my bank account.

Phoned yesterday, and waited an unbelievable 30mins for Customer Service to answer and when she checked my account she said nothing had been changed and £81 was my payment.

I was furious and asked to speak to a Manager about nothing being done about my payment and also the length of time it takes them to answer calls. She wouldn't let me speak to anyone but suggested I put a complaint in writing!

Shocking customer service

dolly_day_dream

Conversation between me and accounts department of British Telecom

Me: Can I reduce my direct debit please. It is currently set at £19 per month and I only have your basic package. As you can see you no longer provide my phone calls only the line.

Them: Yes I can see that. It would be sensible to reduce it wouldn't it.

Me: So you will reduce it then?

Them: Let me try - how about £16.00 per month?

Me: No - It only costs me £11.00 per month that is all I want to pay.

Them: Sorry the computer say no. It will only let me set it at £16.00 would you like me to set that up for you?

Me: - No if you can't manage that then cancel my direct debit.

I moved totally from British Telecom the next day.

liquidswords

A view from the other side - I worked for British Gas and had thousands of customers complaining about Direct Debit reassessments. They are not set in stone: if you don't like the amount, call and get it changed. A lot of them are inaccurate. Just bear in mind debits on your account and future price increases when working out a suitable amount.

babyharry5

i changed in mar to scottish power and the dd was set up at £62 p/m. i have just received a letter to say they want to increase the dd to £109 p/m so that i do not have to pay a large bill after winter. i am currently in credit and use approx £30 elec and £40 gas a month during winter. when i called they said it is perfectly normal to pay a larger amount just to cover yourself!!. i explained that i would rather have the money in my account than theirs. we eventually agreed at £80 p/m . they would not reduce further or said i would need to come off dd and then the elec/gas prices would be higher and i would lose my dd discount. this is simply another ploy to increase the power companies cash flow.