Green Star Energy fixed direct debit not taken

cjp377

My gas and electricity supplier, Green Star Energy, stopped taking my fixed monthly direct debit 5 months ago without notification and I'm now expected to make up the shortfall.

I switched to Green Star Energy through MSE energy club in June 2017. I assumed the switch had gone without problem, but in October I was unable to enter my meter readings, so contacted them.

As a result of my call, they then apparently put my account on hold and stopped taking my payments, but all without notification. This means that my account is now in debit and I'm now expected just to pay the shortfall. Ironically, if they had been taking my payments, my account would have balanced with this latest bill.

To my mind, this problem is entirely their fault, as they stopped taking the payments without notification, so should take responsibility for this.

To make matters worse, they have not issued my quarterly bills, only 1 bill after 6 months.

I always try to submit meter readings on a monthly basis and always pay a fixed monthly direct debit to spread my energy costs evenly over the year, but due to their mess up, I am now expected to find a lump sum to cover this new bill.

Any advise on my situation would be appreciated

paragon909

So because you feel you didn't get notified you shouldn't pay. Seems a rather ignorant logic. Surely you know what is being paid out each month. Unless you have millions in the bank and don't recognise. Surely you seen they weren't taking the money....

Situation is pay your bills.

cjp377

Thanks for the sympathetic ear.

I have a separate bank account into which I put a set amount each month to pay all direct debits, so do not have the need to check each month, but all my bills are paid.

I also have a young family, so finances are tight and any extra money in this account is easily used up on the kids, especially around Christmas time.

I do check this account periodically to make sure all is in order, which is why I have now realised the problem. Left to Green Star energy, the issue may not have been resolved.

I am in no way saying that I shouldn't pay the bill, but that it is now very difficult to find a lump sum, which they should have already taken. As far as I was aware, my energy costs were covered by paying a fixed monthly direct debit. If I had at least been informed that they intended to stop my payments, I would have been able to make alternative arrangements.

If I had millions in the bank, then this wouldn't be an issue.

System

You are entitled to feel a bit miffed; however, you owe the supplier for all the energy that you have consumed. I would make a complaint about poor customer service; ask for time to pay, and request an ex gratia payment for poor customer service. Just one thing to bear in mind though, the supplier may block any attempt to switch whilst you are in debt to them. If they allow a switch, then the whole debt becomes immediately re-payable.

BooJewels

cjp377 wrote: »

I have a separate bank account into which I put a set amount each month to pay all direct debits, so do not have the need to check each month, but all my bills are paid.

I'm failing to grasp the problem really, I'm afraid. If you'd allocated the pennies to pay the monthly direct debit, but your energy supplier doesn't take it, then the funds should still be sitting there ready to pay the outstanding balance.

If the money has been absorbed by other household expenses, then that indicates that you don't have a tight enough rein on your family spending. I live from hand to mouth and have nothing spare at all, which is precisely why it is imperative to keep properly on top of where every penny goes. You can only get complacent when you have the funds to absorb any knocks.

Whilst you have maybe had poor service from your supplier, you also have to take responsibility for your end of it - your lack of budgetary restraint isn't their fault.

I would also suggest that you have a responsibility to check your own energy usage too - put a reminder on your phone or something (I have a post it note on my calendar) and take a reading each month to ensure that usage isn't getting away with you - it's much better to keep on top of it than find yourself on the back foot as you are now. Sorry to sound harsh, but I suspect the person you're really cross with is yourself for allowing it to happen.