Most of our customers pay via Direct Debit. This is great as Direct Debit allows you (and us) to adjust your payments when needed - such as when your usage or prices go up. If your usage or prices go down, we can also reduce your payments via Direct Debit. We will never change your monthly payments without telling you first.
You can adjust your Direct Debit amount and payment date from your online account. Sometimes you may need to wait a bit before making changes to your Direct Debit. Customers are also protected by the Direct Debit guarantee.
We encourage you not to cancel your Direct Debit. Having a regular Direct Debit will help you keep on top of your bills and avoid you running into energy debt. If you miss a payment, you may be subject to a missed payment fee (set out in Terms and Conditions).
If you cancel your Direct Debit, we'll still charge you for the energy you use and debt will accrue on your account - making it harder for you to pay it off later.
If you're leaving us
If you're switching to a different supplier or you're moving home, do not cancel your Direct Debit until your final bill has been settled, as we process refunds and make payment requests through your Direct Debit. If we need to take a final payment and you have cancelled your Direct Debit, a missed payment fee may apply. Similarly, if you are due a refund and your Direct Debit has been cancelled, it may take us longer to get your money back to you.
If you are no longer a So Energy customer and have settled your final bill, we will cancel your Direct Debit however you are welcome to do this yourself too.
I’m having trouble making my payment
We understand that things can happen which may make it difficult for you to pay for your energy. In the first instance, we recommend that you login into your online account and adjust your next Direct Debit from there as this is quicker than contacting us.
If you do need to contact us about your payments, we'll usually start by asking for current meter readings, so we can give you an accurate account balance, and check that you are not overpaying for your energy.
For independent advice you might like to contact one of the following organisations:
Last updated: Fri, 4 Aug, 2023 at 6:12 PMPrint this page
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