There's been some comments on here around utility company direct debits. I've never had a particular problem getting a direct debit set at what I want to pay - which has always been lower than the utility companies recommendation (I'd rather be in slight debt than credit). This week I got a notification from EDF that they want to increase my gas DD to Ā£141 from Ā£111 - this is my transcript to getting it changed - this was the most resistance I've had from a company - but it was still quite easy - all done over Whatsapp. I don't normally get particularly stroppy - but I'm abit stressed with work at the moment - but think was I was polite and respectful.
I hope that gives anyone questioning their direct debit the confidence to go and calculate how much they should be paying and set the direct debit to what they want.
26/09/2022, 21:16 - Matt: Hi. I've received notification of a revised direct debit for my gas account. I disagree with the amount of gas you estimate I'll use. Is it possible to reduce my direct debit to reflect the calculations I've made please.
26/09/2022, 21:16 - Edf: Welcome to messaging!
I'm eNZO, EDF's Virtual Assistant and there are certain things I can help you with.
If I can't answer your query I'll put you through to one of our human assistants.
If youāre messaging about the recent government announcement, you can find all the latest information on our website via the link below,
Today's announcement is a welcome step to help customers this winter. We've pulled together all the information you need to know now and will keep it updated when we know more
www.edfenergy.com
Our human assistants donāt have any further information at this time.
26/09/2022, 21:16 - Edf: *eNZO*
Just to check, you would like to change your Direct Debit amount?
A) Yes
B) No
26/09/2022, 21:16 - Matt: A
26/09/2022, 21:16 - Edf: *eNZO*
Great, and do you want to increase or decrease your payments?
A) Increase
B) Decrease
26/09/2022, 21:16 - Matt: B
26/09/2022, 21:16 - Edf: *eNZO*
Before you request to reduce your Direct Debit please remember that between October 2022 - March 2023 you will receive the Ā£400 government discount to help with your energy bills.
26/09/2022, 21:16 - Edf: *eNZO*
The first two discounts will be Ā£66 followed by four payments of Ā£67 and this will be refunded back to your bank account each month.
To request a reduction to your Direct Debit payment please log in to MyAccount using the below link and go to 'Tariff details' then 'Apply to change this amount'
Register online or login to manage your energy, direct debits, view your bills, provide meter readings, change your tariff and update your details.
my.edfenergy.com
Once we receive your request we will email you to confirm if the changes have been made.
26/09/2022, 21:16 - Edf: *eNZO*
Has your query been answered?
A) Yes
B) No
26/09/2022, 21:18 - Matt: There is no option to request a change
26/09/2022, 21:18 - Edf: *eNZO*
Sorry, I didn't get that.
26/09/2022, 21:18 - Edf: *eNZO*
Has your query been answered?
A) Yes
B) No
26/09/2022, 21:18 - Matt: B
26/09/2022, 21:18 - Edf: *eNZO*
Do you want to find out more about the current energy crisis and how this could affect you?
A) Yes
B) No
26/09/2022, 21:18 - Matt: B
26/09/2022, 21:18 - Edf: *eNZO*
Please can I have your account number? It's 12 digits and starts 67.
If you don't have it, just say 'No'
26/09/2022, 21:19 - Edf: *eNZO*
Thank you I have found your account, for security reasons I need to check some additional details.
26/09/2022, 21:19 - Edf: *eNZO*
Please can I have your surname
26/09/2022, 21:19 - Edf: *eNZO*
Please can I have your postcode
26/09/2022, 21:19 - Edf: *eNZO*
Excellent. Your account has been identified.
26/09/2022, 21:19 - Edf: Our agents usually reply within 14 hours. They are working extremely hard to do all they can to support you, so we do ask that you show kindness and respect to them today.
26/09/2022, 21:20 - Matt: Sure. I'd like to reduce my direct debit to 121 pounds per month
27/09/2022, 13:55 - Edf: *Arpo*
Hello there ,Thank you for contacting EDF Energy Messaging Services. I am sorry for delay in response.
When we set up your Direct Debit, we forecast an amount that we think you might be using for the entire year and then we divide that amount into 12 (months) to calculate your Direct Debit. This is why after every 6 months, we generate a bill to review if the payment that you are making towards the account is enough to cover for your ongoing usage and the balance on your account. In case we see that your payments are not enough for us to cover and you have a debit balance, we might increase your Direct Debit so that we can make sure you do not end up having a high debit balance at the time of your annual review, similarly any credit will get refunded automatically at the end of your annual review.
This also takes into consideration your average usage pattern, the weather condition (higher usage in winter and lower in summer) and your account balance after every scheduled bill.
27/09/2022, 13:56 - Matt: I have my usage records for the past 5 years. I've used your new unit rates. I think I should be paying less
27/09/2022, 15:11 - Edf: *Arpo*
Please understand the direct debit amount is based on your past usage , weather patterns and balance on the bill , Lowering the amount can result in your account to fall into huge debt
27/09/2022, 15:12 - Matt: How many kwh of gas have you used in your estimate?
27/09/2022, 15:35 - Edf: *Arpo*
we estimate that you will need to spend Ā£1,803.00
by the end of your next annual billing period.
27/09/2022, 15:36 - Matt: That's not what I asked. How many kwh of gas have you used to calculate that?
27/09/2022, 16:40 - Edf: *Arpo*
I am sorry Its is the amount that is estimated .and the same amount is divided by 12 months for calculating the monthly amount .
27/09/2022, 16:41 - Matt: Why can't you answer my question?
27/09/2022, 16:42 - Matt: You don't have authority to take whatever you like by direct debit - it has to be agreed
27/09/2022, 19:42 - Edf: *Arpo*
Please understand that the estimated amount is a system calculated amount however as you are the best person to understand your usage i will go ahead and reduce the the direct debit .
27/09/2022, 19:43 - Matt: Thanks very much
27/09/2022, 19:55 - Edf: *Arpo*
Kindly confirm the amount you ant to reduce the direct debit to
27/09/2022, 19:55 - Matt: I calculate 121 per month is about right
27/09/2022, 20:40 - Edf: *Arpo*
Not an issue I have gone ahead and set your direct debit at Ā£121 per month.