Direct Debits and Direct Debit Manager

Make your life easier by paying a monthly Direct Debit. It’s safe, easy and helps you to spread the cost of your energy bills over the year.

Our customer service expert

Matt talks about how to set up and manage your Direct Debit.

 

Direct Debits

How does E.ON Direct Debit work?

The amount of energy you use changes during the year and you’ll probably use more energy in winter than summer.

With a fixed Direct Debit  you’ll spread the cost of your bills over the year and this will be reviewed throughout the year to check you’re paying the right amount.


Why have you reviewed my payment?

We regularly review your monthly Direct Debit payment throughout the year to make sure you are paying the right amount. Once a year we also carry out an annual review of your monthly Direct Debit payment. We look at how much you used in the previous year, and calculate how much your payment needs to be to pay for the same amount of energy in the coming year. We also include any money that you owe in this calculation. We try to get you back to a zero balance by your next annual review. That way you’re only paying for what you use and don’t build up a large debt or credit. When we review your payment, we comply with the Direct Debit Guarantee.

What is an annual review?

Every year we'll look at how much energy you've used over the last 12 months and may update your Direct Debit to make sure your payments are spread evenly across the year. 

We'll look at your account and decide if your payments need to change. We always try to make sure you've nothing to pay by the time of your next annual review.

We'll always send you a new schedule of your payment either by email or letter, even if your payments are staying the same.

Why has my Direct Debit changed?

A Direct Debit can be changed for a number of reasons, such as:

- We’ve recently received meter readings showing that your energy use is higher or lower than was previously estimated

- Tariff/Prices have changed

- Change of personal circumstances, such as working from home, or people moving in or out

- Change to energy consumption such as adding or removing a hot tub or fish tank

We regularly review your monthly Direct Debit payment throughout the year to make sure you are paying the right amount.

We try to get you back to a zero balance by your next annual review. That way you’re only paying for what you use and don’t build up a large debt or credit. When we review your payment, we comply with the Direct Debit Guarantee.

How do you work out how much I’ll pay each month?

To work out your monthly payments, we look at your meter readings from the last 12 months. This shows us how much energy you’ve used. If we don’t have a year’s worth of readings, we’ll use estimated readings or details about the property.

This is how we work out your monthly payment:

  • Estimate how much energy you’ll use until your annual review
  • Take into account your current balance
  • Divide this amount by how many payments you have left until your annual review


How can I make sure my Direct Debit payment reflects how much I actually use?

Giving us regular meter readings will give you a better calculation of what you need to pay. And, if your circumstances change, don’t forget to let us know.

What's the benefit of paying by Direct Debit?

In December 2013, we changed the way we reward customers paying by fixed monthly Direct Debit. To find out how we reward you, you can check the name of your tariff, below.

If you aren't sure which tariff you’re on, you can find it on your latest bill or by logging in to your account.

When you find your tariff name below, you’ll see how much you save paying by Direct Debit, compared to paying each time we send you a bill.

Tariff name

£35 reduction per standing charge each year

Standing charge and unit rate each reduced by 6%*

6%* deducted from bills

Age UK Fixed 1 Year v1 to v5

Yes

Age UK Fixed 2 Year v1 to v4

Yes

E.ON Collective Fixed 1 Year Sept 2014

Yes

E.ON Collective Fixed 1 Year Oct 2014

Yes

E.ON MSE Fixed 1 Year Collective Switch

Yes

E.ON Energy Plan

Yes

E.ON Fixed 1 Year v1 to v3

Yes

E.ON Fixed 1 Year v4 or v5

Yes

E.ON Fixed 1 Year v6 or higher

Yes

E.ON Fixed 2 Year v1 to v3

Yes

E.ON Fixed 2 Year v4

Yes

E.ON Fixed 2 Year v5 or higher

Yes

Electrical Heating tariffs**

Yes

 

* This reward will replace any discount you may currently receive for the way you pay. If you cancel your Direct Debit, then any 6% discount will be reduced to 3% discount.

** Some customers have meters designed to work with electrical heating, and we tailor our tariffs to match. If your tariff name contains the words "Electrical Heating", or you're on a tariff called "E.ON Heatwise", "E.ON RHT Energy Plan" or "E.ON Comfort Energy Plan", then you’re on one of the tariffs in this group.

If you get a reduced standing charge on your tariff, then cancelling your Direct Debit will mean you see your standing charge increase by the equivalent of £35 per year. The actual increase will vary based on how long you have until the end of your tariff. Your unit rates will not be affected.

What happens if I owe you money or vice versa?

If you're in credit by £5 or more at the time of your annual review and we've had an accurate meter reading within the last six months we'll automatically refund you.

If you're in debt at the time of your annual review, we'll add anything you owe us to your payments over the next year. If you decide to pay your balance or you want to agree a different payment amount or arrangement, call us on 0345 052 0000, We're here Monday to Friday 8-8pm and Saturday 8-6pm.

Can I pay a lump sum and get my payment reviewed?

You can pay a lump sum online at our payment pages. You’ll need your debit or credit card handy.

The Direct Debit manager will recalculate your payments, you just need to go in and accept them.

I’ve got a Direct Debit but have made a payment online, when will this be taken off my Direct Debit payments?

Your payment will show up on your account within 24 hours, so if you check your Direct Debit Manager after this you’ll be able to see how your Direct Debit payments are affected.

When will my new Direct Debit payment amount be taken from my bank account?

We’ll let you know the new payment amount and when it'll be taken from your bank account, either in an email or a letter.

What happens to my payments if the date of my next statement changes?

We won’t change your payments straight away.

Your Annual Review will be moved so it’s in line with when we send your statements. At your annual review your account may have some debt or a credit. Any credit over £5 will be refunded (if we’ve received a meter reading within six months of your annual review). Any outstanding balance will be spread out over your payments for the next year.

I’ve just changed tariff, do my Direct Debit payments take this into account?

Yes, this will be updated in your Direct Debit manager.

What should I do if I can’t afford my Direct Debit?

Call us as soon as possible on 0345 052 0000, We're here Monday to Friday 8am-8pm, and Saturday 8am-6pm to talk about ways we can help.

I’m in credit, can I have a refund?

If you pay by monthly Direct Debit it’s normal to build up a credit over the summer months. The credit will then be used during the winter when you’re likely to use more energy. You can still request a refund, but your future Direct Debit payments may need to change.

If you pay by cash or cheque, your credit will automatically be taken off your next bill.

If you still want a refund we’ll need to make sure you’re billed up to date, so you’ll need to provide us with an actual meter reading. You can submit your meter reading online or by calling us on 0345 052 0000. Please take the reading before calling, as we’ll ask for this first. If you’d prefer to email us, you can do this here.

If you have credit on your prepayment account then don’t worry, this is simply for energy that you’ve paid for but not yet used. We wouldn’t usually refund this credit as it may put your account into debt when you later use the energy. However, if you’re concerned about the amount of credit you have on your meter, please call us on 0345 303 3040.





Why are my Direct Debit payments different to what you've estimated that I'll spend?

 

When we work out your payments we don’t just look at how much your energy will cost during the year, we also:

  •   Look at your balance and how much you’re about to pay
  •   Work out how many payments we will take before your next annual review, this is usually less than 12

How can I contact you about my Direct Debit?

You can:

  • Call us on 0345 052 0000. We're here Monday to Friday 8am-8pm and Saturday from 8am-6pm

  • Write to us here

 

Direct Debit Manager

I updated my Direct Debit account online, and no payment has been taken this month

Sometimes, when you update your account online, it’s too late for us to make the change in time for your next payment. If this happens, we’ll spread the missed payment out over your payments until your annual review.

In my Direct Debit Manager, the graph on my energy overview looks different to the energy tracker on my app

The energy overview in your Direct Debit manager shows what we think you’ll use until your next annual review. The online energy tracker shows what you’ve used in the past.


In my Direct Debit Manager, the graph on my energy overview looks different to my Saving Energy Toolkit

The energy overview in the Direct Debit Manager shows what we think you’ll use until your next annual review, so forecasts for the future. Your Saving Energy Toolkit is based on what you’ve used in the past.

In my Direct Debit manager, where do all the numbers in my “energy overview” come from?

These numbers are taken from your account and look at the energy you’ve used over the last year so we can predict what we think you’ll use in the future. We also include your discounts or rewards, and any payments you’re about to make and your current balance. Together we can use these numbers to give you an energy overview.

Why is the last month of my energy overview graph (in my Direct Debit Manager) smaller than the other bars?

It shows what we think you’ll use up to your annual review date, not the whole month.