Help & Support

Direct Debit

Why has my Direct Debit changed?

If you are an Energy Online customer paying by Monthly Direct Debit and we feel we need to change your Monthly Direct Debit payments we will notify you by email. If you are a Monthly Direct Debit who receives your bill by post we will notify you by letter. 

We try to average out the amount you're paying each month over a 12 month period. But some things can affect those payments and, if they do, then we'll adjust your Direct Debit accordingly. For example:

  • You may simply be using more or less energy than we expected due to a change in your circumstances.
  • You may have a large credit or debt from the previous period, which we've carried over.
  • Your bills have been estimated. If you want to find out if your bill has been estimated you can look at your bill and see if there is an ‘E’ beside the meter reading. When we obtain actual meter readings, we can see exactly how much energy you're using. If we’re unable to obtain an actual meter reading, we'll estimate how much energy you're using.