Large amount deducted via DD

RGun

I'll try to keep it short... This morning I tried to use my card on the underground and i was unable to do so. I checked my bank account to ensure I had enough moneu, and realised I was -£27.

I was shocked because i knew i had roughly £500 or so.

I went onto recent payments and notices Extra Energy tske out £453 via direct debit, rather than the usual £20.

I went onto my hotmail and noticed Extra energy did email me the following:

Dear Mr Savva,
I am writing to you on behalf of our billing department here at extraenergy.
We have recently created your next cyclic bill to estimated reads as we have no recent customer reads from yourself.
I have released your bill and it will be available for you to view on your online portal within 24 hours, the bill however is to high value, this could be because you have recently been underpaying. If you would like to speak to our payments team in regards to the debt on the account there direct number is 0800 953 4777 and they are open until 5pm weekdays.

So it's becoming clear that I've been underpaying them by around £ 35, a month since I signed up with them in January of this year.

This sounds excessive seeing that I only that at the flat where they're providing me with the energy for 3-4 days per month!

Can anybody advsie at all please? Taking such a large amount near Christmas is sickening, I've sent them three meter readings in the last 12 months, why don't they adjust the price after I've given the readings?!

Argh. Very frustrated.

matelodave

Sounds to me as though you don't bother to check your meter readings and bills/statements to make sure that they are using the readings that you give them and that your direct debits are covering your consumption.

They also warned you that they were going to take a large amount and invited you to speak with them.

So you really only have yourself to blame for not putting a bit of effort in yourself

Cardew

Welcome to the forum.

The DD you sign for energy companies gives them the authority to take variable sums - as long as they notify you in advance. The advance notice is normally on the bill or by separate letter, and gives you time to dispute the payment or negotiate the size of the payment.

That said, most companies normally offer to allow you to pay back the debit balance over several months. That presumably was the reason why they invited you to speak to their accounts department.

The amount you owe can easily be checked by looking at the meter readings and tariff detail. £20 a month is hardly a realistic payment.

System

Whether you are there or not, there is a daily standing charge. Call them with a meter reading and ask them for an updated credit/debit balance. That said, this is what you should have done in response to EE's e-mail. They have every right to keep the money as it would appear that they have followed the required DD change procedures.

If you intend to stay with EE, then you do need to agree a realistic monthly DD based on your actual usage in kWhs over the previous 12 months.

RGun

Firstly, how can they not realise I've been underpaying by so much? I've given a handful of meter readings.

Secondly... Is there a way I can have a fixed amount for the amount I use, seeing that I use so little?

RGun

Okay i will do this.

If I give them a meter reading, and it turns out its not £453, will they then reimburse me?

Cardew

RGun wrote: »

Firstly, how can they not realise I've been underpaying by so much? I've given a handful of meter readings.

Secondly... Is there a way I can have a fixed amount for the amount I use, seeing that I use so little?

You must appreciate that all accounts are 'handled' by a Computer and are not seen by a 'human' for months at a time unless you bring any anomaly to their attention. You do this by checking the meter readings on your bill, and if there are discrepancies you point it out to a real live human.

Many people have intermittent consumption patterns e.g. they go away for weeks at a time, or have lots of people staying. A computer cannot cope with such fluctuations. The computer also doesn't know if you live in a tiny bedsit or a huge mansion.

If you give them your readings(on the phone to a human!) and they are considerably less than estimated, they will(should) give you a refund.

RGun

I spoke to a lady from Extra energy, she said the last meter reading I gave was from May.

So they've estimated the usage from May until now (7 months) equals £453.

Which theyre basically saying they think I would use £65per month worth of heating and electricity.

She said if I can get a meter reading to her i should then ring and discuss a reimbursement if one is warranted. Fine..

But is that all? Is thetr anything I should do, or look out for, or any advice anyonr can give?

If you were in my position, of having a flat you do not use, bar maybe once or twice per month, if that....?

Cardew

RGun wrote: »

If you were in my position, of having a flat you do not use, bar maybe once or twice per month, if that....?

I have similar, an annex with separate gas and electricity supply.

I use Ebico because they do not have a Daily Standing Charge(DSC) but have a very high unit(kWh) rate.

If you use very little electricity a year they will probably be cheapest.

matelodave

The advice is to read your meters once a month, phone it through and then CHECK that your bill or online statement is correct and using the readings that you are sending them. If not get it corrected.

Secondly make sure that your direct debit's are covering your consumption so you don't ramp up a big credit or debit.

Just spending 5-10 minutes a month will save you hours of grief in the future.

90% of the problems on these forums is caused by people not bothering to monitor their bills

System

Switch to Ebico. A higher kWh charge but no standing charges. This though doesn't change the fact that the only person who knows how much energy is being consumed is the customer. I take weekly meter readings and use a 99p app called Meters.

PS: and check your bills. If an 'E' has been used then phone in with an actual meter reading.