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★★☆☆☆

“increase in direct debit payment without notification”

written by on 04/10/2016

I was paying £100 pm for my gas and electricity by direct debit.3 months ago, OVO increased my amount to £270 without warning so I incurred bank overdraft charges. I rang them and they said it was because the direct debit amount did not cover the usage (estimated). I thought it was a one off excess payment. However the following month they again took £270 so I incurred more bank charges. I rang again and they explained that that was the new monthly payment so I gave them readings. We agreed a new monthly payment of £165. Now after 2 payments they have again taken an increased amount from my bank of £221 - again without any notification. More bank charges! I accept that if my DD is insufficient then it should be increased following notification and agreement. There was no excuse for the latest increase. It was only 2 months since the previous agreed price and readings given. In fact I took readings today and their estimate is over by £90. I don't know if they are legally entitled to increase a DD without first informing you. I registered a complaint and the young boy on the phone was apologetic, but that's not good enough. If this happens again I will be sending them a bill for the bank charges. When you add these charges to the annual bill suddenly they are not so cheap.
Until this issue I have had no problem with them and indeed recommended them to friends. Sadly for them I won't be recommending them again.

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