weird call from Bulb about energy payments

[DoggerelBank]

We got a call from Bulb saying we had to either pay £900 now or up our payments by £60 per month to get rid of our £900 arrears. But only two weeks ago we upped our payment massively, in response to our latest meter readings, to exactly the amount they asked for. And when we log in to our account, it says we're paying the right amount and our payments should get back on track soon.
Obviously, our usage in summer months will be lower than winter, and our household has recently gone down from 4 people to 3, so less usage because of that too.
There's an email from the proper Bulb email address, and the same person's name on the phone call as on the email, so I don't think this is a scam. But why would they be demanding payment increases on the phone when their website says our payments are fine. Anyone else had a similar experience? Should I ignore the demand, or is the website slow to update to the data that the people on the phone have?

I would ring and speak to them - sounds a bit strange and perhaps they just have their wires crossed.

Ring and speak to them. Some energy companies will pay a % commission to outbound callers on the amount of cash they can collect on accounts in arrears. It's a dodgy practice IMO but I understand why they do it. Paying a small % commission is better value for money than selling the debt to a collection agency.

I don't know if Bulb are one of them, but outbound agents will say all sorts of things to earn their commission - including implying your regular payments will increase if you don't make a payment.

Inbound call centre won't be incentivised in the same way so will give you the facts.

Thanks, both. That makes sense, @ResentfulLemon I'd better ring.

I had all this with Bulb. That's why I left. Their demands for larger and larger payments were getting out of control. I left and went with Eon.

Are you sure it WAS Bulb, and not a scam?

Phoned them - took ages to get through of course, but they said it was fine to keep payments as they are because of one fewer person in household. But insisted that otherwise I'd have had to up the payment, even though the first page of the account report says the payments are on track. What a ridiculous system.