Southern electric cancelling payment plan

[Becca19962014]

I've tried ringing them but can't get through and am after some advice.

I couldn't pay my bill several years ago so was forced into a payment plan which meant it was paid in six months, they wouldn't accept less than that and then I changed it to standing order after speaking to a senior complaints person and it stayed at that amount.

My account is currently £200 in credit due to using less electricity, it gives me a buffer on months when struggling which is good.

Now I've got a letter saying they will no longer accept direct debit or standing orders.

I don't have online banking as my equipment isn't up to date enough for it to be secure anyway my signal so rubbish it kept disconnecting when I did try it. The letter says I "simply pay online" which isn't an option (I've no money to update my equipment) or "simply go to the bank with bank order" either within three working days of bill - most of our banks are now "mobile" and not accessible and I cannot get to one that is (it's too far) so can only pay on a Monday between 12:30pm and 1pm and there's a chance I won't get seen, and, cannot go in so must conduct my needs outside.

I can't change supplier as my landlord has said I must pay them £200 if I do (they'll know as they use the same supplier and get bills sent here) and whilst they might legally not be allowed to do that I've no help or support at all (cab closed, social worker says not their problem) and I cannot afford to piss them off anymore than I have already due to deterioating mental health (increasing physical issues and loss of support).

I'm scared I'm not going to be able to pay the bill and I'm already badly struggling as it is.

Can you pay over the phone using a card? Do they offer that option? You just follow the steps - you don’t actually speak to a person.

You need to post in legal, the landlord should not be dictating your energy supplier

Have they said why they can't accept DD/SO any more? Paying online is just like paying a standing order . Your landlord has no say in which supplier you use. Why would you need to give them £200 to switch?

Can you use mobile banking on your phone?

My mobile signal isn't good enough either. I live very rurally think mostly 2g signal if at all so most apps don't work here. Posting here takes ages because signal is so crap and equipment so out of date.u

The only options given are online or in bank.

I've no idea why they dont want standing order or direct debit anymore it doesn't say.

There's a lot of things my landlord shouldn't do and does, but I need to stay as I've no guarantor to move, even if there was somewhere for me to go (there isn't) can't have any more problems with them, I'm struggling to cope already.

To clarify housing association here also require guarantors now for those on their own.

Are the bank details they give for online payment the same as for the standing order you have set up?

You can pay bills at the post office www.postoffice.co.uk/bill-payments

Can you show what the wording on the letter says by picture or typing it. Their website says they accept those methods of payment

Or there's a service called PayPoint consumer.paypoint.com/

I agree with the pp though, your landlord shouldn't be stopping you changing supplier, you need legal advice. You mentioned a social worker - could they help you with alternative accommodation because where you are doesn't sound suitable.

We don't have a post office anymore.

I'll get the bank details with my bill apparently.

The letter says

Your electricity payment plan has been closed. You need to know the following things.

1. Your discount for paying by direct debit/standing order will stop on 12 April 2019 so your costs will increase (details overleaf)
2. You'll pay all bills in future online or in bank, quarterly.
3. You must pay bills in full when you get them, within 3 working days.
4. Any credit in your account will be carried over to your next bill*
5. If you asked us to cancel your plan let your bank know**

• I don't understand that point! ** I haven't asked for this!!

THEN (I've just seen this!!)

You can set up direct debit or standing order payment plan to clear your outstanding debt.

WTF?!? the fuckers owe ME money now not me owing them

Social worker won't help with anything at all, they're getting rid of me as I don't meet their criteria. It's one of the reasons I'm really struggling right now - loss of their support, they tricked me. Im supposed to pay for carer to help and can't afford the contribution so no carer no social worker, nothing. And no GP can't help. No one can. Fucking mess and I'm dealing with a close relatives death as well as everything else.

I can't even access crisis care anymore.
Supposed to phone family/friends instead.

That sounds very odd - could it be a mistake? I know it's a faff, but stay on the line and speak to someone to find out what is going on. But don't worry about it for now, you're in credit so you have time to sort it out.

When you discharged by the crisis team did they give you anyone else to contact if you needed help? I'm not a HCP or any kind of expert in these things but it sounds as though you need to speak to someone IRL. I've just had a quick Google and found these people www.rethink.org/ Not sure if they can help but they might be able to point you to someone who can.

You need to call the Southern Electric care line, don’t worry if you read the blurb about the criteria for the care line and think that you don’t meet it (and also don’t be too proud to call it), in the past I have found them to be able to offer help that the main call desk cannot.

I have sent a PM to you with the number.

When you ring them please ensure whoever you talk to is aware that your a vulnerable customer.

You’re even

The plan might be cancelled because you are in credit rather than in debt with them now. It sounds like you can set up a new s/o or ddb. I think ring them and ask them to explain the letter

This letter doesn't mean that they're not accepting these payment methods any more. It means that your existing payment method has been closed for some reason. Usually, if you miss a direct debit payment, it will close automatically. Or it could have been something to do with your bank. Just phone them up and set up a new payment plan.

You can definitely still pay Southern Electric by direct debit. It sounds like you have been on a fixed term tariff that is coming to an end, and in order to return to paying by DD you need to call them and select a different tariff.

Thankyou all. Having a tough day and your kindness means more than you can realise.

I'll try the number (Thankyou for sending it). I've not had a lot of luck with southern electric in the past as a vulnerable customer, I find it hard enough telling people that.

It may well be a mistake and a minor thing but with everything that's going on right now put simply - too much for me to cope with.

I was told to phone Samaritans if upset. Crisis care is for those with psychosis/bipolar issues not the sort of issues I have (which I won't put here because it may be outing but also might put others off making contact in crisis when they can have that support).

I wasn't paying by DD, I stopped that as they were taking too much money every month even after I'd paid the debt they took £60 a month (my annual bill this year was £325) so I did a standing order and reduced it down to £5.

Can't get to bank for at least three weeks (appointments on Mondays and won't get there in time - unable to travel to other due to disability).

The tariff I don't understand. I just want to be able to pay monthly into account the amount I can afford for that month keeping my account paid up and not risking missing payments. What am I supposed to do if in hospital and cannot pay?. The only options other than this for tariff is one year fixed. I cannot guarantee I'll still be here in a year or even six weeks (terminal illness is why before anyone jumps to conclusions about my mh) so that's no use to me.

I'll try ringing again on Monday, tried a lot this morning but couldn't get through. I struggle with phones and there were a lot of confusing options to get through.

I'm really sorry to hear you have a terminal illness, OP.
It sounds as though you have a lot on your plate and have been left to fend for yourself when you aren't ready. It might be worth phoning the Samaritans, or if you go to the site I posted they have a page of other support here www.rethink.org/helpnow

One of the links is a site that helps you find local support hubofhope.co.uk/

Another thought, can you access any help because of your physical conditions? Either NHS or a designated non-profit?

I think rethink only cover England as I couldn't find information about Wales when I looked though I wasn't exactly looking indepth! I do have the number for Samaritans, thanks.

Unfortunately help for my physical needs requires me to be a lot better to access it as it's very far away. Even in hospital transport it's impossible for me to get to. I was given the number for Marie curie but it's not really advanced yet so I don't think they can help (but may try them Monday as well).

Basically social services couldn't have picked a worse time to say they don't want to know. my GP can't do anything to help, they've tried. Like i said its a mess.

I think there's an online contact form you can use if you can't get through on the phone