EON raising direct debits for no reason

E.ON_Company_Rep_Chris

Hi DirectDebacle

Thank you for your comments, we’re still seeking clarification from our management team on some of the more general points you’ve raised regarding our Direct Debit scheme and will update you as soon as we have more information.

I’m happy to clarify the specific points regarding the OP’s post for you though as I expect that Sera may have similar questions.

DirectDebacle wrote: »

A 34% jump. The OP knew in October that the account showed over £240 credit. The OP knows the DD was @ £133 per month. The OP knows that their combined monthly cost of fuel usage has never exceeded that amount

It may be that the OP was mistaken about her credit balance. Customer’s that pay by monthly Direct Debit build up credit between bills, but once we bill them up to date the credit can be used up. A debit balance can trigger an increase in the payments to reach the zero balance in Spring. This may also explain why the new amount was more than her combined monthly use at any point in the year.

DirectDebacle wrote: »

It sounds like the OP knew the DD changed because the information came from E.On, not through checking bank accounts.

Sera200 wrote: »

On putting in a complaint they said it was my fault for not checking my direct debit.

I wasn’t sure that it was a letter from us back in October that made Sera aware of the increase. This is based on her saying that our advisors suggested that the Direct Debit amount could have been checked sooner. Also, 5 months have passed since it seems the payments went up.

DirectDebacle wrote: »

Why would you expect the balancing date to be April? That seems to be at odds with the Twitter table.

DirectDebacle wrote: »

What is the criteria that dictates an April, May or June balancing date?

The spring review period is April to June. We only review Direct Debits after a bill has been produced. If the OP received a bill in October then her next quarterly bill date would be January (perhaps more likely to be when the DD increase was picked up on?) This depends on if Sera has online bills with us or not as only online monthly Direct Debit customer's receive quarterly bills from us.

If she still has paper bills, then we send a statement every six months. This is owing to a reduction in the frequency of our meter reader visits. Either way, the Spring review would be after the next bill, which should be April.

The example given in the Twitter table was a customer with a June bill and Spring Review date.

I hope this helps clarify the advice given to the OP, I’ll be happy to amend this should any of my assumptions be incorrect.

Amanda

DirectDebacle

Hi Amanda,

Thank you for the response. We can only speculate as to what happened in the OP case unless more precise information is forthcoming.

I find your reference to 'billing' DD accounts during their cycle a little confusing. As far as I am aware bills are only raised when DD accounts need to be balanced, otherwise customers are sent statements.

I understood that the Twitter table was an indication of how a DD would be set to achieve a zero balance according to the customers DD start month. I was puzzled by the table showing the number of payments for April and May not to be 12 as these are within the zero balance period.

Now you say the whole table is just one example of the payments someone who was billed in June would make. I would be grateful if you could expand your explanation as I now find the table difficult to follow.

I ask again how is, or was, the spring balancing month determined for customers starting in the months outside of the spring balance period.

Thank you for your comments, we’re still seeking clarification from our management team on some of the more general points you’ve raised regarding our Direct Debit scheme and will update you as soon as we have more
information.

As E.On do not know how their revised DD scheme works, under what scheme are DD presently being set-up and managed.

From 16th Jan. this year E.On must be explaining to new customers how their DD are calculated and collected. What are E.On telling them?

backfoot

DD management is essentially so simple.

Eon have introduced so many variables, too many reviews, different settlement months (April to June), no clarity, no explanations to accompany DD changes.

Even their own Management have taken a month, so far, to explain what happens and how it has changed under the infamous 'reset'.

The OP was perfectly in control of their account. Eon had set them up on a DD scheme at an agreed regular fixed montly amount. Eon had a satisfied customer paying for their energy consumption.

Then they hit them with zero spring balance. The customer becomes disenchanted,annoyed and enters into a cycle of complaint. Eon respond by blaming him/her for not understanding and not changing it themselves earlier :eek:

It truly is a bewildering way of running an essential service.