REFUND

wrf12345

You can only change the DD upwards online, you have to practically beg the chat person to go down.

northernstar007

wrf12345 said:

You can only change the DD upwards online, you have to practically beg the chat person to go down.

then cancel it and restart it when the time is right, and tell them that

[Deleted User]

northernstar007 said:

wrf12345 said:

You can only change the DD upwards online, you have to practically beg the chat person to go down.

then cancel it and restart it when the time is right, and tell them that

Don't do that without thinking carefully.  Your BIL might end up paying higher rates if he does.

We have no way of knowing whether this is actually a serious situation or not without some of the details asked for earlier.

Complain to the supplier if you like, and then several months later you will be able to go to the ombudsman if there's still a problem.

Ultrasonic

northernstar007 said:

i would just set the dd as zero untill the credit runs down, which wont take long

This will very much depend on usage. It would take me about 2 years!

We really need the OP to respond to the various questions for this thread to go anywhere useful.

Dal_Whinnie

Thank you all for your comments, unfortunately I don't have more information it's just that when I recently spoke to him he was complaining about the fact that the energy company were refusing to repay anything. I can't but agree with comments about meter readings, etc but ever since his wife died last year he has struggled to deal with a lot of items, all I do know is that the property he lives in is a small one bed cottage so would not expect bills to be that high

Chrysalis

Dal_Whinnie said:

Thank you all for your comments, unfortunately I don't have more information it's just that when I recently spoke to him he was complaining about the fact that the energy company were refusing to repay anything. I can't but agree with comments about meter readings, etc but ever since his wife died last year he has struggled to deal with a lot of items, all I do know is that the property he lives in is a small one bed cottage so would not expect bills to be that high

Info is a bit vague, my thoughts are if you can verify that this is for sure as the result of correct readings been given up to the current bill, then I think there is no valid reason for them to refuse sending the money back.

Ofgem do state both of the following.

Suppliers are not allowed to charge higher DD in anticipation of an increase in the Ofgem cap.  So increases are after cap changes not before.
They are also not allowed to charge higher DD in anticipation of a change to a more expensive tariff, e.g. cheap fix coming to an end.

They are allowed to increase it so it evens out over a 12 month period based on reasonable estimates for the current tariff you on, but they cannot force this on to customers either.

However I see no mention of existing credit balances been forcefully withheld from the customer.

If you and him are sure its an overpayment, then it would be an official complaint, and if necessary follow up with ombudsman.

wrf12345

"Ofgem do state both of the following.

Suppliers are not allowed to charge higher DD in anticipation of an increase in the Ofgem cap.  So increases are after cap changes not before.
They are also not allowed to charge higher DD in anticipation of a change to a more expensive tariff, e.g. cheap fix coming to an end.

They are allowed to increase it so it evens out over a 12 month period based on reasonable estimates for the current tariff you on, but they cannot force this on to customers either."

That is the theory but they basically do whatever they want until a customer spends an hour getting through to c/s rep on chat and insists on his "rights" when there is a fifty/fifty chance of getting somewhere or suddenly being disconnected and having to start again.

What needs to happen is that the customer gets £1000 for each infraction of the rules - losing money is all these energy companies understand.

pochase

You might quoting old information here. The latest statement clearly allows suppliers to start increasing direct debits before the start of the new cap.

The new price cap level will take effect from 1 October 2022, but it is possible some suppliers may begin increasing direct debits before this date to spread costs. Customers worried about when their direct debit will increase should contact their supplier. Any money taken from customers to build up a credit will only ever be spent on their energy supply and customers can ask for their credit balance to be returned at any time.  

https://www.ofgem.gov.uk/publications/ofgem-updates-price-cap-level-and-tightens-rules-suppliers

Chrysalis

pochase said:

You might quoting old information here. The latest statement clearly allows suppliers to start increasing direct debits before the start of the new cap.

The new price cap level will take effect from 1 October 2022, but it is possible some suppliers may begin increasing direct debits before this date to spread costs. Customers worried about when their direct debit will increase should contact their supplier. Any money taken from customers to build up a credit will only ever be spent on their energy supply and customers can ask for their credit balance to be returned at any time.  

https://www.ofgem.gov.uk/publications/ofgem-updates-price-cap-level-and-tightens-rules-suppliers

Well, hard to argue with that, either I got it wrong (although I am pretty sure of what I read) or its yet another Ofgem softening up for the suppliers.

It is possible the statement I read meant suppliers raising DD's "before" Ofgem announces the higher rates and I misinterpreted it.

But your quote does offer some clarification on credit balances so its more useful than my reply was regardless.

franco_c

I have not long had a new smart meter fitted, previous one was electric only, I logged into my account today to find I am £5k in credit! Looked at my account and there was a £3.8k refund in August, checked the bill and I had been overpaying from 2015 apparently!

This is with Shell Energy and I haven't even been with them all that time so I don't know what has gone on, the website recommended I reduce my DD from £205/pm to £20/pm which should see me in parity in 2024 so they say, am I better doing this or asking for the money to be refunded?

As its a windfall in a way I'm thinking to just leave it where it is and pay £20pm for the next year or so, what do you guys think?