SSE and £400 discount under Energy Bills Support Scheme

Paps22

SSE is not paying the first stage (£66.00) automatically into bank accounts (if you are pay by DD) despite all its communications saying it would. The covering letter with my electricity bill restated that "You’ll receive your discount as a refund rather than a credit to your bill. This means you’ll carry on paying your full Direct Debit amount. Once the payment has cleared, we’ll refund the monthly discount amount to your bank account within 5 working days". 

I had to call and enquire and customer services completely unaware/apparently unable to comment. They had to authorise a manual refund as the £66.00 had just been credited to my electricity account.