Economy Energy
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An artificially inflated ‘estimated’ meter reading resulted in my Direct Debit amount doubling. Despite admitting their mistake they proceeded to take the money from my bank account
Despite regularly checking my usage and always being up to date with my payments, on 14th December I received an email advising my Electricity DD was increasing from £38 to £75 (nearly double). I called customer service at 14:00hrs, after waiting 45mins to get through it was discovered an inflated ‘estimated’ meter reading had been entered by EE, which had triggered the DD increase. The agent advised this was happening to everyone. I provided my correct meter readings, the agent confirmed my account was on track and my DD should not be increasing. The agent advised they’d stopped the DD increase. I received another email on 19th December, again advising my electricity DD was increasing from £38 to £75. This time I emailed customer service, no response. I emailed again on 28th December, again no response. EE proceeded to take the £75 payment from my bank account. I have recalled this under the DD guarantee scheme and have had to cancel the DD to prevent the payment being taken again.