SSE Monthly direct debit plan completely wrong

Cjhooker

Hi Guys
 i switched to SSE last August for gas only after looking at comparison sites. i was offered a monthly budget plan of £17, didn't really think much about it at the time but now realise it is way too low to cover my gas assuage. I've had 5 bills:
For the period: 18 August 2020 to 24 September 2020, Gas charges of £17.55 so the £17 covered it..
for the period: 18 August 2020 to 24 September 2020 Gas charges £313.05
but a few days later an amended bill For the period: 18 August 2020 to 24 September 2020 Gas charges £34.47 so again £17 a month covered it. 
for the period 25 September 2020 to 15 December 2020 Gas charges £147.70 (I didn't look at this bill so didn't see that i was getting into arrears)
For the period: 16 December 2020 to 09 March 2021 Gas charges £308.67 (first time I realised I was getting into big arrears!)
I have spoken to them and they said my account is only reviewed every 6months (they appear to of missed the 6 months) I cant believe it is only reviewed every 6months?? why did they allow me to get so in debt?! I have given them regular meter readings so its not been estimated bills.
my question is do I have a case to go to the Ombudsman, as i feel they should of never put me on £17 a month, its clearly not enough. they appear to of missed the six month review deadline and they should of let me know after Decembers bill that I was getting into arrears. I budget very carefully each month for my outgoings I cant afford a massive bill out of the blue like this! I have already complained and they have offered £50 .
I hope this makes sense!
thanks for your help.

Robin9

SSE and its 6 month reviews and  billing periods can be a pain but how did you manage to get a figure of £17 from the comparison sites which after all do their calculations from info which you provide..

niktheguru

You don't really have a case. You have used the gas you have used and it has been a cold winter. I would take the £50 and put it towards your bill!. The direct debit amount will have been calculated on your estimated annual consumption, did you give one when you joined or did you just base it on the size of your house?
They haven't billed you incorrectly, and you've been giving meter readings, so it should be accurate. It should be the provider and the customer who check the account regularly to ensure you are paying enough and keeping on top of it.
You can contact them and arrange an interest free payment plan that you can afford. They can't expect you to pay it instantly, and you have cause to complain if they demand immediate payment. If they don't and let you pay in installments then I think its fair enough.

Cjhooker

thanks for your responses. I cant remember how the £17 a month was calculated, but it was clearly way too low.. its really bad customer service, my electricity provider in comparison lets me know each month if I'm under or over paying. do you not think i have a case because they missed the 6 month review deadline?

Robin9

Did you seriously think that £17 was correct?  Its not as though you were new to utility charges as you had a supplier previously. 

And no chance - you must take some responsibility for this. You provided readings  - they provided bills.

Tallerdave

You had 3 bills for the period 18 Aug to 24 Sep?
How did £17 cover a £34 bill?

What annual consumption did you provide at sign up?

Cjhooker

I paid two lots of 17. 50 for those first bills so 35 quid. I gave them my house details and they had all the info from my previous supplier. I didn't give much thought to it, I just went  with the cheapest. I think A:they have missed the 6 month review date,B should review sooner than that. C inform me I'm underpaying at earliest opportunity, it's 2021! Surely they shouldn't even need to do a review after 6 months... It should be instant as soon as they see its wrong!  They have already admitted failings
 'am sincerely sorry for the upset we have caused. Your experience falls exceptionally short of the high level of customer service we strive to provide here at SSE.' 

Cjhooker

SSE EMAIL IN FULL.
"Thank you for taking the time to speak with me via telephone recently regarding the complaint you have raised. Firstly, I am sincerely sorry for the upset we have caused. Your experience falls exceptionally short of the high level of customer service we strive to provide here at SSE.

You initially contacted us on March 25th regarding the bill you have received with the balance of £371.84 This is based on customer reading 0020. As a company we review customers' Direct Debits every 6 months, your review is due on the 22.3.21 We have recently changed our policies and are doing this more often to help our customers manage their bills, I sincerely apologize again that your Direct Debit hasn't been reviewed yet. 

As discussed on the telephone I would like to offer you a goodwill payment of £50.00 towards the balance as a gesture of goodwill, unfortunately we are unable to wipe the balance as you requested. 45002 said:

For reference

https://www.consumeractiongroup.co.uk/topic/433252-sse-gas-bill-monthly-direct-debit-too-low-and-missed-6-month-review/

I presume its OK to post on two separate websites? 

Robin9

@Cjhooker  What sort of property are you living in ?   Over this winter you have a bill of over £450 ; that suggests to me a typical 3 bed semi sort of consumption.  Did you really think that would only cost £17 a month or £200 a year ?

Were you new to this property ?  

Cjhooker

Yes new to the property, and like my electricity supplier, I thought they would update my direct Debits accordingly. Pure planet (electricity supplier) lower the direct debit if I've paid too much and raise it if I pay to little. Yes £17 seems very cheap, you'd think they would of amended it straight away. I guess I'm asking are they regulated when it comes to direct debit calculations, is their 6 month review policy to present industry guidelines? From her email above , it sounds like they've had to, or are in the process of changing it.. Pressure from the industry watch dog perhaps? 

Cjhooker

Any other industry, sky for example, inform you the direct debit is going to change no shorter than 30 days before your next bill. But energy suppliers don't tell you for 6 months?!