Unfair Direct Debit Increase

EllaRedRose

Good afternoon,

I’m in need of some advise of how to challenge EDF energy who want to increase our direct debit again. 

Our annual electricity usage is 2700 kWh and gas is 6000 kWh (we have a thermal solar panel for our hot water which helps keep our gas usage lower).

 We are currently on there Standard Variable rate after coming off a fix end of April. Our direct debit was increased two months ago to £179 a month. Our latest bill from two days ago is showing us as over £550 in credit. This bill is based on accurate smart meter readings. 

An EDF agent has contacted saying we need to increase our direct debit to £240 because of the rise in costs. But we have calculated that if we carry on paying £179, with our current usage over the summer we will be over £900 in credit on 1 October. Not including the government £400.

I said no to the increase and she got very short tempered and argued that I hadn’t taken into account my winter usage and needed to build up more credit by increasing our direct debit and that it was their decision, not mine.

Am I being short sighted here? If they increase it, how do I go about challenging the increase? 

I do not see why they need so much of a credit on account. I know the prices are going to increase again before winter and was going to look at how much to increase then. 

Any advise appreciated. Many thanks.
Ella 

DE_612183

Have you calculated what your new usage will be in £££ based on the new tariff rates and consumption?
I would presume they are getting their figures from somewhere - just challenge them, or seek to move to another supplier.

Robin9

Go to

ComplaintResolution@edfenergy.com, 

TBagpuss

I would call back and make clear that you fully understnad that the payment may need to be adjusted IF your usage over the summer is higher than they anticipate, but that as you have built up a significant surplus over the winter, even taking into account the price rises you feel their estimate is too high.

While I haven't  ever been with EDF, with other suppliers I've usulally found that they will agree to leave it where it was, or increase it by a smaller amount, if you are polite but firm. I have only ever once had to escalate it and that time having been told they couldn't put me through to a manager I told them I would like to make a complaint, which resulrted in a call back and the DD remaining where it was. 

Personally, I would request that they refund the credit - I'd rather have it sitting in my account that theirs and I can then pay them a lump sum later in the yuear if I want

Carrera74

This is crackers. My direct debit was reduced from 89 to 59 a month a few months ago despite having similar usage to yourself. I have just fixed and they wanted to keep my payments at 59 a month until my account is reviewed in November despite their quote showing fixing would mean 135 approx a month.  I have increased it via the online form and it has been accepted thankfully.  I'm already paying 40 a month towards arrears I got into a few years ago so don't want to go down that road again.  They are so hit and miss. When they reduced my payments I asked if I could use the difference towards my arrears. They said no?!  Crackers.

EllaRedRose

Thank you for the replies.

 I have calculated using the current rates and accurate consumption and she even agreed with my estimation of how much credit would be in the account by October and our annual usage.  Her argument was that when the rates increase again in October I need to be building a bigger credit to deal with that. Even with the predicted increase of around 45%, with the government assistance and the credit, I should still be ok to pay £179 throughout winter. That’s taking into account our increased winter usage. 

I will send a complaint through. I am just baffled and don’t know what I haven’t factored in. 

EllaRedRose

Carrera74 said:

This is crackers. My direct debit was reduced from 89 to 59 a month a few months ago despite having similar usage to yourself. I have just fixed and they wanted to keep my payments at 59 a month until my account is reviewed in November despite their quote showing fixing would mean 135 approx a month.  I have increased it via the online form and it has been accepted thankfully.  I'm already paying 40 a month towards arrears I got into a few years ago so don't want to go down that road again.  They are so hit and miss. When they reduced my payments I asked if I could use the difference towards my arrears. They said no?!  Crackers.

I thought it seemed a bit crazy but she seemed so sure she was right that I am doubting myself. I don’t want to end up owing a massive debt to them but I also don’t want to be having a larger credit than necessary. We are feeling the pinch like a lot of people at the moment.

pochase

The £179 DD would be already sufficient for the predicted new October cap with 42p electricity and 11.8p gas. 

That does not include your current credit or the £400, just really only paying the £179 you would even end up with the small credit.

Do you have any proof of what they are trying to do? As @Robin9 was saying raise a complaint here.

EllaRedRose

@pochase I have an email asking me to increase and then the phone call which I assume they record. 

My calculations showed that the current direct debit would be sufficient but they are arguing it won’t be when the rates go up again. Unless they know something that 

I don’t. 

I found it concerning that she said it wasn't my choice and they could change it as they deem
fit. In that case, there is no point me noting my usage and checking I am paying the correct amount as they can take what they want. 

DH is composing an email as I type. 

wild666

EllaRedRose said:

Good afternoon,

I’m in need of some advise of how to challenge EDF energy who want to increase our direct debit again. 

Our annual electricity usage is 2700 kWh and gas is 6000 kWh (we have a thermal solar panel for our hot water which helps keep our gas usage lower).

 We are currently on there Standard Variable rate after coming off a fix end of April. Our direct debit was increased two months ago to £179 a month. Our latest bill from two days ago is showing us as over £550 in credit. This bill is based on accurate smart meter readings. 

An EDF agent has contacted saying we need to increase our direct debit to £240 because of the rise in costs. But we have calculated that if we carry on paying £179, with our current usage over the summer we will be over £900 in credit on 1 October. Not including the government £400.

I said no to the increase and she got very short tempered and argued that I hadn’t taken into account my winter usage and needed to build up more credit by increasing our direct debit and that it was their decision, not mine.

Am I being short sighted here? If they increase it, how do I go about challenging the increase? 

I do not see why they need so much of a credit on account. I know the prices are going to increase again before winter and was going to look at how much to increase then. 

Any advise appreciated. Many thanks.
Ella 

Someone on average usage would be paying £234 in October so maybe they are trying to get you to increase the DD early and build up more credit before the October increase? 
Your usage isn't the average it's just below for electric and only 50% of the typical gas usage. I would put off any increase in the DD for as long as possible.

pochase

Here is the current SVT (not your region, but the differences are minimal) and the predicted new SVT. 



As you can see you are overpaying a lot just with the £179.