Do you have a query about your direct debit?
If so, please take a look at our frequently asked questions below.
How does Direct Debit work?
How do you know how much energy I am going to use?
Why is my Direct Debit changing?
I'm on a capped or fixed product, why is my Direct Debit amount changing?
Why do I have a credit or debit balance?
You want to increase my payments, can I pay a lump sum and keep my payment the same?
How can I keep control of my energy bills?
If you'd like to ask us a different question, or talk to us about payment change, please call us on 0845 3008143.
To help us with your query, please have your meter readings to hand.
FAQs
How does Direct Debit work?
Each year, you'll usually use more energy in winter and less in summer. Rather than paying a high bill in winter and a low bill in summer, paying by monthly Direct Debit lets you spread the cost more evenly over the year. And we give you a discount for paying this way.
We review your Direct Debit every spring between April and June. This is called your Annual Review.
Here's how we work out your monthly Direct Debit:
- We work out how much energy we think you're going to use between now and your next annual review.
- Next, we add any balance you may have
- Then we divide this amount by the number of payments you'll make between now and your Annual Review. So that over the year, your payments should cover your usage and bring you back to a zero balance again in spring.
We also review your payments each quarter in case anything changes, for example, changes in your prices or the amount of energy you use. We want to make sure that you're not paying too much or too little for your energy. We always aim for your balance to be around zero at your Annual Review.
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How do you know how much energy I am going to use?
We forecast how much energy you will use based on the amount you've used so far.
If you’ve only joined E.ON recently it can sometimes take a while for us to build up a picture of the amount of energy that you’ll actually use.
Providing regular readings will help us forecast your usage and therefore your payments more accurately, you can provide your readings by registering your account online.
We will continue to check your account each time a bill is produced, to make sure we keep your payments in line with your actual usage. This will ensure you arrive at a zero balance by the time of your next Annual Review.
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Why is my Direct Debit changing?
There can be a number of reasons why we need to change your payment:
- If you're using less or more energy than we expected, we'll need to change your Direct Debit
- If you've changed tariff or if there has been a price change, your payments may need to change to reflect this
- If you've only joined E.ON recently it can sometimes take a while for us to build up a picture of the amount of energy that you'll actually use.
- If you've had a lot of estimated readings in the past, we may not have built up an accurate picture of how much energy you're using. Providing regular readings will help us forecast your payments more accurately, you can provide your readings by registering your account online.
- If you've built up a credit balance we may lower your Direct Debit so that your credit is used up before your Annual Review.
The new amount should cover the cost of the energy we think you're going to use before your Annual Review.
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I'm on a capped or fixed product, why is my Direct Debit amount changing?
The price you pay for each unit of energy is fixed or capped, and this has not changed.
However, the amount of energy that you use may vary, which means your Direct Debit payments may change to ensure you arrive at a zero balance by the time of your Annual Review.
We will check your account each time a bill is produced, to make sure we keep your payments in line with your actual usage and tariff.
Why do I have a credit or debit balance?
Your account should always be in credit as you pay for your energy before you use it. This is why we give you a discount for paying this way.
You'll usually build up a credit over the summer which you’ll then use up over the winter. In spring your balance should be back to zero for your Annual Review.
Sometimes you may find that your account is in debit. This may be due to an increase in your prices or the amount of energy you use, or you may be paying off a debit balance you’ve built up previously.
We might need to increase your Direct Debit, even if you are in credit. This is because the current credit on your account won’t cover the energy we think you’ll use before your Annual Review.
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You want to increase my Direct Debit, can I pay a lump sum and keep my payments the same?
You’re welcome to pay a lump sum, but please call us to talk about this.
We may still need to change your payment to make sure you’re paying enough for your energy.
If you’re considering paying a lump sum, please call us on 0845 300 8143.
To help us with your query, please have your meter readings to hand.
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How can I keep control of my energy bills?
Stay in control by registering your account online. You can give us your meter readings, view your bills and track how much energy you’re using.
You can also review our other plans to see if they would be more suitable.
You could save money and energy by becoming more energy efficient. Take our Energy Fit Survey to get a personalised home energy report and explore other energy saving ideas.
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