Help please.. what are my rights. My SO electric direct debit has almost doubled with no notice

Jessiecurnow77

Appreciate all help please.  Last night I was alerted by my bank that SO Energy has taken £218 rather than the £133 from the previous month. They have not sent me a statement for this month and I am not in debt to them. I am aware of the price increase but this still does not make sense. 

I was in credit before this enormous increase and so I don’t understand why they would do this. Luckily I had enough money to cover but it frightened me that they could do this without telling me first. I can’t imagine if that was my food money and they just took it!  

Is this right?  I feel so upset and confused. Look forward to hearing your thoughts and also how I can deal with them as they are not easy to contact. 

Thanks. Jess

Jessiecurnow77

screenshot of my account. 

Robin9

These notifications are usually included on the front page of your bills.   What was on the last bill you have had ?

You won't normally get a specific email or letter.

Keep_pedalling

That screenshot suggests you were £55 in debt before the £218 was taken, is that correct?

Reed_Richards

There is a good article from the CAB here: https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-bill/energy-supplier-has-increased-your-direct-debit/ .  SO Energy should not have increased your Direct Debit without telling you first.

Mstty

I remember two weeks before Symbio failed they tried to up our direct debit for absolutely no reason. Maybe this is a sign that "SO" energy are short of cashflow.

Definitely follow the advice above and raise a complaint about this.

[Deleted User]

Credit and debit balances on energy statements are meaningless unless they are based on actual meter readings: even then, they are accurate for one day only. 

As the App allows the OP to set a DD then why not set one and have a discussion before raising a complaint.

pochase

Keep_pedalling said:

That screenshot suggests you were £55 in debt before the £218 was taken, is that correct?

The account was £55 in credit, not in debit. £55 credit plus £218 credit gives you the £273 credit shown.

Can you please answer a few questions.

1. As already asked by @Robin9 have you checked your last bill if there is something that they will increase your direct debit?
2. When was your last bill? Are the £55 credit plus the 133 likely to cover the bill?
3. Where you on a fixed rate that has ended recently or will do so shortly? An increase from 133 to 218 looks a bit on the high side, but is still possible.

Jessiecurnow77

UPDATE 

Have spoken to SO Energy who said it was a mistake…..

however they cannot give me back my money - I have to fill in a form from the bank and have it reviewed.  

Please, please keep an eye on your direct debits. This really is shocking. 

Zandoni

I’m with SoEnergy, they make it very easy to change the monthly payments yourself on their web site. I also brought my payment date forward by a week or so, this stops them saying you are in debit when it’s only for a day.

Reed_Richards

Jessiecurnow77 said:

UPDATE 

Have spoken to SO Energy who said it was a mistake…..

A mistake that they increased your Direct Debit or a mistake that they did it without telling you first?