Soaring fuel bills are at the heart of the cost of living crisis hitting consumers, with estimates of future energy consumption mounting pressure.

The fragile 92-year-old Les Roberts leaves his son-in-law Charles to mind his money affairs, but still wants to stay in the know and always reads his statements from supplier Octopus Energy, a company he has worked with for several years.

For his dual fuel account, Les paid a direct debit of £180 and in May, after a balancing payment, it was zero.

But then he was recommended to increase his monthly amount to £317.39 and with a possible reduction to £303.70 next summer.

++ If you have been affected by this issue or believe you have been the victim of an injustice, please contact Consumer Champion Maisha Frost at [email protected] ++;

Charles explains: “Like many of his generation, Les always wants to pay his share immediately, seeing such large increases has really made him worry.

“I reviewed the figures and felt that the sum was disproportionate to the announced increases in fuel costs and Les’s payment record.

“I’m sure we’re not the only family of caregivers having to deal with this stuff. It’s not about Octopus, but about how companies deal with increases in general.

“I also realize that the debits equalize the usage costs over a year and the increases are recommendations, but I think it could be clearer on the readings.

“Les didn’t realize it was optional and maybe other older people don’t either, especially those who don’t have someone to look after them.

“Also, unless you dispute the amount, the increase continues.”

He thinks the timelines could also be improved to make it easier for consumers.

“The direct debit emails go out just before you take the monthly payment, so the amount owed always seems higher,” he adds. “It can make some customers more anxious. These emails are probably computer generated, but that’s not a good enough excuse.

After increasing the points with Octopus, the company responded quickly, confirming the amount of Les’s £180 debit.

He also contacted the family to find out what they would prefer to do in the future.

Les is on Octopus’ standard price cap protected variable rate (Flexible Octopus), a rate where rates have increased to reflect wholesale costs and Les uses more gas than an average household.

The company suggests that a variable payment plan might suit him better. “That way, Les would only pay for the energy he used that month, but it would also mean less predictable payments because his bills would be lower in the summer and higher in the winter,” a carrier said. word.

“We give 14 days notice for any suggested changes. We make it clear in emails that customers are in control of their payments and include a link to customize them specifically for that reason. We have also set up a financial hardship fund (Octo Assist) which we doubled in size to £5m earlier this year to be able to help every customer in difficulty at this time. The fund has already helped 50,000 clients and is perfect for people who might be struggling right now.

“We are aware that this is a particularly difficult time for people and many have questions about how their direct debits are established.

“We announced a new feature in our customers’ online accounts that will help and give people even more control over their payments.”

Your invoices and your rights

Crusader has received other growing complaints of direct debits from consumers.

“Providers must take all reasonable steps to establish direct debit payments based on current and accurate information about a customer’s consumption, as well as other factors, including customer credit balances,” says the regulator Ofgem.

“Customers can ask their supplier to refund their credit balance. Suppliers must do so promptly unless there are reasonable grounds not to, and they must explain to the customer why.

“We review all information we receive about supplier behavior and take action where appropriate.”

Ofgem also expects suppliers to regularly review their customers’ direct debit amounts to ensure they are accurate and appropriate.

Suppliers are not allowed to increase direct debits simply for the purpose of raising capital.

However, he clarifies: “Generally providers try to average payments so that they are the same each month, which means that for part of the year a consumer would accumulate a credit balance because they are paying more than they don’t consume, and at other times they would pay less than their consumption, reducing their credit balance or going into debt.

“If a customer has requested a refund of a credit balance on their account and is having difficulty getting it returned by the supplier, they can file a complaint with their supplier. If the customer is not satisfied with the outcome of the complaint, he can take it to the energy ombudsman who will investigate on his behalf. »