Atlantic massively in credit

amandathepanda

Looked at my online bill today Gas £504 credit Elec £445 credit which were actual readings. They estimate that over the next year I will use £920 of gas and £743 of Elec.
I pay £108pm for gas x 12months = £1296
I pay £104pm for elc x 12months =£1248

So even though my payments over the next 12 months would put my account approx in credit by £800+ next year, they said that they would keep this years credit of £949 towards next years bills. So I got straight on the telephone, I explained all this to the guy and he advised me to keep the money in the account as it is always best to be in credit. £949 I don't think so, when I insisted he said he would speak to a supervisor, the money will now be put back in to my account within the next 3-6 days. Thats most of the christmas presents sorted I think.

Mugget

Phone them and ask them to review your DD based on your usage last year taking in account the new price increase. If the figure is alot lower than you are paying now just ask them to decrease it . They will do it all in one phone call but may take a few mins as it is all worked out manually.

pineapple

amandathepanda wrote: »

So even though my payments over the next 12 months would put my account approx in credit by £800+ next year, they said that they would keep this years credit of £949 towards next years bills. So I got straight on the telephone, I explained all this to the guy and he advised me to keep the money in the account as it is always best to be in credit. £949 I don't think so

What a load of tosh OP. Isn't it strange how some suppliers are a lot quicker upping your charges than the reverse! That said, mine gives an automatic full refund if you get to £250 in credit.
Well done for standing your ground.

jalexa

amandathepanda wrote: »

They estimate that over the next year I will use £920 of gas and £743 of Elec.
I pay £108pm for gas x 12months = £1296
I pay £104pm for elc x 12months =£1248

I explained all this to the guy and he advised me to keep the money in the account as it is always best to be in credit. £949 I don't think so

Neither do I, but as Mugget points out you have only half sorted this. The adviser you first spoke with was barely competent on the Direct Debit issue and the supervisor *possibly* not much more so.

The fundamental issue is its important to know your "annual consumption" in kWhrs, (not £££s) and your annual review date. Your payments are much higher than average and have resulted in a summer account balance almost certainly higher than necessary to result in an annual review zero balance at your current payment level. Typically, zero balances are calculated for April, though I don't think Atlantic (unlike Eon) publishes a date.

Once you have been with a supplier long enough your bill should inform you what is your annual consumption (in kWhrs). If you do not know you can ask your supplier. They are bound to tell you either the answer or the assumed answer but given the competence level you describe I cannot be sure how accurate the answer will be.

The much maligned here Edf has a much more helpful description (than Atlantic) about calculating Direct Debit.
http://www.edfenergy.com/products-services/for-your-home/direct-debit/direct-debit-existing-direct-debit-customers.shtml

Though perhaps you got what you asked for, a better outcome (for both parties) would have been the correct Jul/Aug credit balance and correctly calculated monthly payments for the annual consumption.

spiro

There is a good piece on DDs here http://www.moneysavingexpert.com/utilities/lower-energy-direct-debits If you scroll down to just about 'Step 3' you will see that it is SSE's policy to refund any credit in excess of £100. Strange that Atlantic dont do the same given they are the same company. Next time one of you Atlantic customers are on the phone to them you might want to mention that.

amandathepanda

It is strange because last year I automatically had the credit put to my account, but not this year.

jalexa

spiro wrote: »

If you scroll down to just about 'Step 3' you will see that it is SSE's policy to refund any credit in excess of £100.

I meant to comment when you posted but "technically" the policy refers to credit balance at "annual review". It's not 100% clear from the OP whether this was an "annual review" or not. Maybe the OP, who I see is still around, will comment.

On the face of it still p*ss poor advice by the Atlantic adviser.