SO Energy not reducing direct debit as result of Energy Bill Support

InvesterJones

According to the SO webpages, they are supposed to apply the Energy Bill Support credit to account and will reduce direct debits accordingly. This is also what MSE believe to be the case here: https://forums.moneysavingexpert.com/discussion/6391987/mse-news-how-youll-receive-the-400-energy-bill-discount-from-your-supplier#latest

This is incorrect.

SO have applied the discount as credit, but have kept existing direct debit amounts without any reduction, even as my account is in credit, meaning it's going even more in credit.

The help system isn't up at the moment to be able to submit a query.

P1Fanatic

I'm not with SO but Bulb credited my account and they suggested increasing DD slightly but I kept it the same. Which is kinda what I expected as the credit payment is covering the increased unit costs from October. How much are you in credit as unless its a lot more than 3x you current DD I would not be too worried.

InvesterJones

At the moment only near 2x my DD, but this will rapidly increase as DD+government credit is over 2x my expected monthly bill from October. They previously also wanted to increase my DD which I refused.

I have received a reply from customer services, but unfortunately I can't understand it. I think it was typed in haste and auto-correct has rendered certain key words away from the intended meaning! (This happens to me often as well). Certainly they have not given any refund or reduction in DD as I requested. I guess I just have to wait for the account to become even more in credit and try again. But I just wanted to warn people that the information at the SO website, and therefore also the MSE table, is incorrect.

pfpf

i am with SO.
i worked out my monthly cost from October would be £290.00 based on previous 2 years use and current years "estimate". when SO sent me the letter earlier this month outlining everything they changed my monthly bill to £250.00pm but the DD to £184.00 with the rebate.
i am £600+ in credit which explains the £40.00 difference but i'm going to put that in a "bills" account anyway. so ultimately i am paying £224 myself and £66.00 rebate so £290.00 in total.

Zandoni

Phone them and ask for an explanation.