EON quietly changed Direct Debt

ali__2

I discovered today that EON increased by Direct Debt from £23 to £55 without giving me any notification.

When I phoned to query they say that they have no record of any correspondents being sent they simply just increased it for no reason.

I asked to change it back and they said they can't take it any lower than £43.

Are they allowed to just change the DD and restrict my choice to lower the payment?

E.ON_Company_Representative:_Helena

Hi ali_,

There has been another thread on this today.

Do you have an online account, if so it should inform you of the changes on the front page of the bill.

If you don't have an online account, then we need to have a look in to this for you.

Have a look at the thread here https://forums.moneysavingexpert.com/discussion/4642793

If you need any info, please let me know.

Helena

ali__2

Thank you Helena, Apologies for not searching (schoolboy error).

I do have online account management but totally missed any warnings to the change.

Looking at their online tool it suggests I should be OK with a DD of £34 pm.
How can the guys on the phone and the online tool be so different.

Former_E.ON_Company_Representative:_Malc

Hi ali_

Helena isn't around at the moment so hope you don't mind if I reply on her behalf.

The new Direct Debit Manager facility on our website allows customers to change their monthly payments by up to 20 per cent up or down, provided the account is billed up to the latest meter readings. Up to 5 per cent up or down without readings.

This is to allow customers greater control of their accounts so changes of circumstance can be better reflected in their payment plans.

Before completing the change, though, the website will show how much the account will be in debit/credit by the time of the annual review if the change is confirmed but usage doesn't alter accordingly.

I suspect the advisor you spoke to was reluctant to set the payments lower as doing so might have shown as creating a debt at review time. This assessment will have been based on current usage rather than that anticipated by a change of circumstance.

Hope this explains what might have happened ali_. Give me a shout if you need any more info as will be happy to help.

Malc