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

LADYXXMACBETH

British gas tried to take £500 odd quid out of my account. Luckily I check my account everyday and cancelled the DD that day and got my money back. 
I did have to up my DD but not quite by the £500 said. 

ATaleOfTwoWaffles

Jessiecurnow77 said:

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. 

Its not an isolated mistake though, exactly the same has happened with my direct debit - a significant increase made without notice - my account similarly in credit by ~a months usage of energy even at the new rates. Potentially we are the only two unlucky individuals affected, but I'd think that highly unlikely.

If you are still following up with them then Section 3.4.5 of their terms (Sorry forum won't let me post links but it is "so.energy/terms/", with a "www." at the start) is relevant:

"your first Direct Debit payment amount will be set out in your Welcome Pack and future amounts can be found on your bill. We will notify you in advance if there are any changes to this amount".

There is a section on their website under "Payment Plan" to "Change amount" for amending future payments, or switching to seasonal payments. However I haven't found this to work as expected. For me, when I go to change the amount, it shows a suggested amount and a minimum amount. The website doesn't permit setting of payments within ~10% of the minimum amount  shown - so the real minimum isn't the number it chooses to show, but rather some different amount somewhere between the displayed minimum and the suggested amount.

Mobtr

Mostly when a direct debit changes you are notified on your bill or if for some reason it’s mid billing cycle, a letter or message is sent. Unfortunately a lot of people who have online accounts don’t bother to read their bills or messages then complain when a larger than expected direct debit is taken. 

rp1974

There's the Direct Debit Guarantee,which you should search for more information on.The gist of it is that if a Direct Debit is taken incorrectly then you should be refunded by your bank.
Have had to do this a few times,refunds usually the same day or even a few hours later.

Jessiecurnow77

UPDATE

The amount was increased by error and I have not received any statement this month nor messages to say my payments were increasing. According to the help desk they have made a mistake. 

Thanks all for your kind suggestions and comments. Very helpful. 

pochase

Are you on a fixed tariff?

Otherwise the amount of the increase might be wrong (to high), but there will definitely be an increase.

roddydogs

I was notified of an increase, but e mailed them as i was in credit, they dropped the increase. They want as much money as poss, forgetting the £200 in Oct!

MattMattMattUK

roddydogs said:

I was notified of an increase, but e mailed them as i was in credit, they dropped the increase. They want as much money as poss, forgetting the £200 in Oct!

You are forgetting the 25-50% increase in costs in October.

ATaleOfTwoWaffles

ATaleOfTwoWaffles said:

Jessiecurnow77 said:

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. 

Its not an isolated mistake though, exactly the same has happened with my direct debit - a significant increase made without notice - my account similarly in credit by ~a months usage of energy even at the new rates. Potentially we are the only two unlucky individuals affected, but I'd think that highly unlikely.

If you are still following up with them then Section 3.4.5 of their terms (Sorry forum won't let me post links but it is "so.energy/terms/", with a "www." at the start) is relevant:

"your first Direct Debit payment amount will be set out in your Welcome Pack and future amounts can be found on your bill. We will notify you in advance if there are any changes to this amount".

There is a section on their website under "Payment Plan" to "Change amount" for amending future payments, or switching to seasonal payments. However I haven't found this to work as expected. For me, when I go to change the amount, it shows a suggested amount and a minimum amount. The website doesn't permit setting of payments within ~10% of the minimum amount  shown - so the real minimum isn't the number it chooses to show, but rather some different amount somewhere between the displayed minimum and the suggested amount.

I have to take most of my criticism back. So Energy did e-mail me on 14th March, in a mail titled "The Price of Energy is Changing" advising of the intended changes to my direct debit, but I overlooked the e-mail.

Reading over the details on justification for the change in direct debit the company omitted to consider:
  * existing credit in the account;
  * the expected £200 credit the government will pay within the next year, probably in October;
  * anticipated energy price increases in October;

The first two cause their estimate to be too high over the next 12-months, the last too low.

roddydogs

MattMattMattUK said:

roddydogs said:

I was notified of an increase, but e mailed them as i was in credit, they dropped the increase. They want as much money as poss, forgetting the £200 in Oct!

You are forgetting the 25-50% increase in costs in October.

No I'm not.