I am 'confuseddotcom'

Snowedunder

Firstly, I am 70 this year, so no doubt that will answer my question!


My Southern Water bill arrived to day and I am £0.27 in credit - Not a lot but in credit.


However, at the side of my bill my Direct Debit has been increased from £8 to £11.10 and beneath this it states You do not need to pay your balance. Your payments have been amended including the balance on your account.

I decided to go onto 'chat' which showed a nice young lad who would I hope understand my advanced years and loss of understanding in this 'techie world". I mean no offence to any other nationality but their accents etc. can be very hard for someone of advanced years and with a hearing loss, hence 'chat'


I now relay the 'chat' below


P
Hello. My name is P, how may I help you?
You
I am .27p in credit. I received a £2+ Pension increase 2 days ago - now you have increased my Direct Debit by £3.10, so that wiped that out, Please tell me why?
P
Thank you for getting in touch with us in this regard, I will certainly help you in this matter.
P
To confirm you are the account holder please provide me with your full name, customer number, first line of your address and postcode.
You
Thanks
You

You
Redacted

You
Hello?
P
Thank you for the address.
P
Please stay connected. Here followed a 5 minute silence
P
System will increased your payment amount, first of there is two reason the first of all after generate the bill on your account your account balance remains only £0.27 in credit, which is very less amount.

The motive of set up a payment plan on your account that it is create an enough credit on your bank account so that after generate the bill it will readjust with the bill along with left an lump sump amount of credit on the account so it will help to reduced your monthly amount. So,,previously the amount which you have paid to us it was not enough.
You
What?
P
an system will always assume that your next bill amount will be around the same like £65. So, you need to clear the amount by the month of August 2016, because your next bill is due in the month of September 2016.

and you have start making with that amount in month of April so you have 5 months to clear the debt, so your monthly amount will be £13 per month (£65/5) set up with a right order..


End of Chat

Erm - So - although in credit, not by much, THE SYSTEM automatically changes by the minute as to what they 'think' supposing systems 'think' . I should be paying.


I do not have a bad payment record with Southern Water, in fact, in the past their system has upped my payments every bill and ended up having to repay me sums into 3 figures!. I cannot afford for this to happen again.

Cardew

Snowedunder wrote: »

and you have start making with that amount in month of April so you have 5 months to clear the debt, so your monthly amount will be £13 per month (£65/5) set up with a right order..

As you indicate the all seeing, all knowing, computer has calculated that only 5 payments will be made before the £65 is due. However the call centre operator has not appreciated that you will be making 7 payments in the second half of the billing year.


Just ring them and tell them to keep your DD at £8 and to confirm this in writing.