Got a question? Chances are, we’ve got the answer.
Good question! Here’s the answer… your first statement will be with you after one month.
Your direct debit amount will have been set when you got your initial quote, and then confirmed during your switch. If you did not receive confirmation, then you can check this information on the online account via the Bills and Payments tab and choose Upcoming Payments.
Your balance will be on each statement that we send to you. You can see your up to date balance on the online account, which you can sign up to here.
Our customers automatically will receive statements every month.
This will usually be because you didn’t give us a current meter reading. This is pretty simple to fix though, just send us a new meter reading and we will make sure that your next statement is accurate to that reading. If you want a statement reissued, then please get in touch and we can arrange that.
Yes, we do offer credit refunds to customers who have overpaid. All we need is an up to date meter reading and we will calculate how much we can return to you. Alternatively, we can amend your direct debit so that your credit can be used up. Just let us know which you prefer.
Chances are you might have used more electricity and / or gas than you’ve actually paid for and your Direct Debit amount might have to increase (or you can just pay us a lump sum if that’s easier for you). This may have happened due to us getting incorrect usage figures from your initial quote. However, this is easy to fix, just go to your online account and set up a new direct debit request via the Enquiries tab. If we don’t hear from you, your direct debit will naturally increase when it is next reviewed.
No worries. Just call us or send us an email with an up-to-date meter reading and we’ll look into it more closely. We’ll work out how much credit you should be in for the particular time of year and refund any excess amount you might have paid us. Plus, we’ll also look to decrease your Direct Debit amount if there has been any overpayment.