Direct debit

bristolleedsfan

MattMattMattUK said:

hb1 said:

After the £67 government support ended, Octopus Energy emailed to say they would be increasing my dd by £67.  I logged into my online account the same day and amended the payment back down to the original amount.  Whilst I can see the amount I have set as my direct debit in my Octopus account (£292), they have gone ahead and taken the higher amount (£359) from my bank today.  I am cross that they have done this.  Imagine if this was someone who was down to their last few pounds in their account and the energy company just took all that they have left, or sent the person overdrawn?  

What ifs are all irrelevant. They first factor is that you can request a reduction in the Direct Debit, but it does not meant that the change was accepted by Octopus. There is also the secondary factor how far in advance of the Direct Debit being taken you requested the change, Direct Debits are processed a week or so in advance of being deducted from your bank account so if it is requested within that window even if they accept the request it would not be actioned until the following Direct Debit.

hb1 said:

By setting up a direct debit, I am trusting that company with my account details, they should be taking only what I have authorised and not a penny more. 

The amount authorised is as per the contract, the amount you request on the website is not relevant, the way the Direct Debit functions is as per the contract, the amount on the site is not what is authorised, it is them advising you how much they will deduct. 

 

Just so that you know

The only obligation Octopus customers are under is to be in credit at all times, they do not take credit balances into account when setting direct debit monthly budget payments they say due to fact customers can ask for credit repayment at any time. by definition they were not entitled to add back £67 to customers accounts direct debits without giving enough notice opportunity for the customer to change DD amount as long as customer account is in credit at all times.

Customers who changed DD amount within online portal immediately after receiving notification the week before about extra £67 being taken where online dashboard updated as it did for me to say that amended value would be taken the following week -were debited an incorrect amount  as well as incorrect amount taken in error.

Octopus claimed extra £67 from former Bulb customers who had not had direct debits reduced by £67.

 Having put customers who have never paid £67 per month  on 6 month payment holiday, in my case no notification at all. I noticed on my dashboard and changed it back before they sent monthly reminder about regular DD being taken. No reason at all for me to expect having paid my usual DD for previous 6 months Octopus would increase my DD by £67 without my having ample time to change DD amount.

They claimed extra £67 to customers accounts who had increased DD themselves by £67.

Council tax £150 payments last April  paid to bank accounts who had direct debits set up set a precedent, Had Octopus operated same policy as Bulb, EDF, British Gas etc and refunded direct debit paid up to £66/£67 back to bank accounts or adopted Eon Next policy of not rushing to add £67 back to direct debits during April customers would not have suffered in same cases awful inconvenience.

5 working day notice referred to T+C relates to monthly DD reminder email, that is not the same as required notice to change customers direct debit amount, also not the same as BT as example billing customers with notification that it intends to take full payment 5 days after bill date.

EssexHebridean

hb1 said:

[Deleted User] said:

I have been an Octopus customer now for over 5 years. Each month, I receive this email'ed notification:



You are on a variable direct debit payment scheme which allows the supplier to vary your DD payment with the appropriate notification. My DD is low as I have built up some credit. The DD amount to be paid can be changed in the Octopus App.

I don't get one of those emails. The only thing they send me each month is the monthly reminder to send in meter readings.

Interesting - I've just checked and I definitely do - it originates from the "hello@" email address, and is a "FYI" coded one. Looks like mine is sent anywhere between 23rd/27th of the month depending on month length and number of working days remaining past the 23rd - this ties up neatly with their stated 5 working days.