Severn Trent calling to say I've been on the wrong sort of account? Anyone had this, or understand?

samfan121

I had a really confusing call from Severn Trent earlier.  They started by telling me I had been on 'the wrong sort of account' which can sometimes affect credit ratings (?) and were phoning customers to change them over to a new 'standard' account. They told me I have credit on my account, which I could either have refunded, or I could have my direct debit lowered as I slowly used up the credit on the new account. It's totally up to me.  It would be £109 refunded, or direct debits lowered to £12 per month. 

I had been paying £20 per month as an 'assessed charge, single occupant' as my property can't have a water meter.  So this all sounds good to me. 

I opted to have the £109 credit refunded, and was told my new direct debit would be £17.88 per month.

But then they put it into the computer and say the £109 has been refunded but sorry, the DD is actually going to be £21 per month going forward.

I question how I have been overpaying enough to have built up £109 in credit, which they have just processed as a refund for me, but they need me to pay more each month?? It doesn't make sense to me.

They say they're sorry if it's confusing.

I ask again how I can have been paying too much, and also not enough at the same time.  They say they like customers to have credit. I ask if I'll just build up the same credit again. They can't explain it, but say something like their 'bills do go up every year'....

At this point I've lost the will and need to be on a Teams call for work anyway so say ok fine.

Am I being dim? Can anyone help?!