Direct debit increase 2012

soph372

I have had direct debits with Southern Electric for over two years and suddenly they have taken double from my account for gas. I said they cannot take my money without my permission. They said it was notified to me on an online bill to my email - I did not get this. I am threatening to leave as they said they would refund and we would agree dd on phone. Now they say they did notify me but I didn't see it so they wont refund. We are in debit by £30, hardly huge and don't want to increase dd as balances out in summer. I am threatening to leave. Can I get them to refund the money and then agree the dd is raised a little. I want this money back on principle, if they are arguing over £2o and we are only in debit by £30, I am prepared to leave by the fact they are taking my money without permission. Can anyone advise what rights I have asap? Can I keep the dd's as they are? I thought we were in charge of what we pay. Feel like leaving on principle if they wont do this to keep the customer happy. Any advice greatly appreciated. Who shall I switch to? Thanks a lot!

jalexa

soph372 wrote: »

Feel like leaving on principle if they wont do this to keep the customer happy. Any advice greatly appreciated.

Welcome to the forum. On this general issue you are not alone.

There is more than one issue going on here.

Regarding the increased DD payment, if you go to your bank and firmly state you did not receive notice you are entitled to an "immediate" refund under the Direct Debit guarantee.

Next, are you "locked" into your current tariff? If not you are free to switch without penalty. Enter your annual consumption(s) and your current tariff into a comparison website. You will get a list of tariffs in price order. Check whether or not you would save if you switch. Beware that tariffs at the top of the comparison are there by virtue of one or more "gotchas".

Regarding the claim and counter claim of notice or lack of it, if you want to persue that you need to do that "forensically". Now that you know the Southern Electric claim can you (in hindsight) see any evidence? Do you normally get email notification of statements? Can you access your statement history online? Is there any DD notice on any previous statements? Were you asked to submit a meter reading or did a meter reader call?

I can't comment on the current Southern Electric billing procress but I do know that the previous billing system included payment notification on the bill if a payment change was required. Are you saying the bill doesn't say or are you saying there is no bill online?

One caution however. An account debit balance at this time of year is normally indicative that you are currently not paying enough.

macman

You should have a better balance at this time of year than a £30 debit-you will be heavily in debit by the end of the winter-so some increase in your DD is not unreasonable.

jalexa

macman wrote: »

You should have a better balance at this time of year than a £30 debit-you will be heavily in debit by the end of the winter-so some increase in your DD is not unreasonable.

I have to agree with you if only because I already made a similar point, however technically it would depend on whether the accounting period was spring aligned or calender aligned, something the OP has not stated. Although I had intended to advise the OP of the need to obtain the "annual review" date, I notice I inadvertently omitted that from my post.