Payments and billing

Do you need help understanding your payment method type? Or about billing more generally?

Your energy plan and Direct Debit

What is an energy plan?

We put the energy plan together when you got the quote with us.

Your energy plan includes the tariff you've chosen, the unit price of the energy we provide, the way you pay, and how often.

Go to MyAccount to view your contract with us and the full of details of your energy plan.

How do I set up Direct Debit payments?

The quick and easy way to set up Direct Debit is to do it in MyAccount. Just follow these steps:

  1. Give us your meter readings
  2. Select the Direct Debit payment type that's best for you:
  3. Give us your bank details

How Direct Debit with regular monthly payments works

What is Direct Debit with regular monthly payments, and how does it work?

This is one of the ways to pay for your energy. You might also know this payment option as 'Budget Direct Debit'.

  1. You choose to pay by Direct Debit with regular monthly payments and pick an energy plan (tariff).
  2. We estimate how much energy you're going to use, and what it costs. We'll base this on your energy use over the previous year, any credit or debit you have, and changes in energy price.
  3. We'll spread this cost evenly across the length of your energy plan to work out your regular monthly payments. You'll pay the same, regular, amount each month.
    If you're on track with your energy plan your regular monthly payments should be just right.
    If you joined EDF in the spring or summer, your bill could show that you are in credit straight away.
    Usually, you'll build up credit over the summer and use it during the winter when you're naturally using more energy.
    You should then have enough credit to see you through winter.
    If you joined EDF in the winter, your bill could show that you are in debit straight away. Don't worry, that will balance out in the summer months.
  4. We'll check in with you regularly to make sure you're paying the right amount for the energy you use. You can find out when your next check-in is due in Myaccount.
    If you use more or less energy than you planned we'll change your payments to help you stay on track. We'll always let you know if your monthly payments need to change.
  5. You'll get a bill after each check-in. As you pay by Direct Debit, it will be paid automatically.

When should I send a meter reading?

If you have a smart meter it will send us your meter readings automatically.

If you don’t have a smart meter, or your smart meter isn't working, we’ll let you know when it's time for you to give us your meter readings.

It’s important we get your meter readings because it’s the only way to make sure you’re on track with your energy plan.

What happens if I don't send a meter reading?

If we don’t get your meter readings, we'll need to use an estimate. This may not be accurate, so you could end up paying more than you need to (or not enough).

Find out more about how to read your meter and how to submit a meter reading

Go to meter readings guide

How Direct Debit with exact monthly payments works

What is Direct Debit with exact payments and how does it work?

This is one of the ways to pay for your energy. You might also know this payment option as 'Direct Debit whole amount monthly'.

  1. You choose to pay by Direct Debit with exact payments and pick an energy plan (tariff).
  2. If you give us your meter readings regularly, you'll get a bill each month. The bill will show exactly how much you need to pay for the energy you've used. As you pay by Direct Debit, it will be paid automatically.
  3. If you don't give us your meter readings when we ask for them, you'll pay the regular payment amount instead.

What is my regular payment amount?

We'll estimate how much energy you're going to use, and what it costs. This is based on your energy use over the previous year and any energy price changes. We'll divide this by 12 to work out your regular payment amount.

We'll review your regular payment amount every time you send us a meter reading.

When should I send my meter readings?

If you have a smart meter it will send us your meter readings automatically.

If you don’t have a smart meter, or your smart meter isn't working, we’ll ask you to give us your meter readings every month.

It’s important to give meter readings because it’s the only way to make sure you’re on track with your energy plan.

What happens if I don't send my meter readings?

If you don't give us your meter readings regularly, you'll pay the regular payment amount instead.

Find out more about how to read your meter and how to submit a meter reading

Go to meter readings guide

Why don't I have a bill yet?

You should get your first bill within a month of setting up your Direct Debit. But only if you sent a meter reading when we asked for it – or if your smart meter gave us a reading at the right time.

Not had a bill after sending a meter reading?

  • You asked me for the reading: You should get a bill within 48 hours of submitting your reading. But if your reading doesn't look right for any reason, it can take us up to five days to check it's okay – or even a little longer.
  • You didn't ask me for the reading: You won't get a bill if you've had an accurate bill within the past three months. We won't use this reading to update your balance in MyAccount either, but we will keep it on record.

Multiple Direct Debit payments

Why have you taken more than one Direct Debit payment in the same month?

There are two reasons why this may happen:

  1. The date you chose to pay each month.

    If the date you chose is within 12 working days from when we started powering your home, we won't be able to take your first Direct Debit payment on the date you chose. This is because we need to give your bank or building society 12 working days' notice.

    We'll take your first Direct Debit payment as soon as we can. Your future payments will be on the date you chose to pay each month.

    This will help you stay on track with your energy plan so that you don't fall behind with your payments.
     

    If the date you chose is more than 12 working days from when we started powering your home, we’ll take your Direct Debit payment on, or shortly after, the date you chose.

  2. There was an outstanding balance on your energy account when you changed to pay by Direct Debit.

    To start with a zero balance on your energy account you needed to pay for the energy you've used to date.

    We sent you a bill that you paid separately from your regular monthly Direct Debit payments.

    This means you had two Direct Debit payments in the same month.

Changes to your payments

How do I change my monthly Direct Debit amount?

Your monthly Direct Debit will be set to keep you on track to pay the right amount. But you can ask us to review your monthly Direct Debit if you know that your actual energy use is very different from your estimate. You can do this by completing this form. Please wait till after your first check in before you apply to change your amount.

Why has my regular monthly Direct Debit payment amount gone up when my account shows I'm in credit?

When you pay by Direct Debit with regular payments, you spread the cost of your energy evenly over the length of your energy plan.

We'll increase your monthly payments if:

  • your payments coming up, and the credit you have won't be enough to cover your energy costs

Usually, you'll build up credit over the summer because you're using less energy. You should then have enough credit to see you through winter.

We'll check in with you regularly to make sure you're paying the right amount for the energy you use. We'll always let you know if your monthly payments need to change.

Should I increase or decrease my Direct Debit payment amount if there's a debit or credit on my bill?

We'll always let you know if your payments need to change.

Why does it say 'debit' on my bill?

When you pay by Direct Debit with regular payments, you spread the cost of your energy evenly over the length of your energy plan.

If you joined EDF in the winter, your bill could show that you are in debit straight away. This is because during the winter you're using more energy than in the summer. If you joined EDF in the summer, your bill could show that you are in credit straight away. This is because during the summer you're using less energy than in the winter.

If you're worried your energy use will go up, you can increase your monthly payments in MyAccount.

What happens to my regular monthly payment amount if I make an extra payment?

Once you make the extra payment and it reaches us we'll:

  1. Check how many payments you have left in your energy plan.
  2. Split your extra payment into equal amounts across the months you have left. For example, if your extra payment was £30 and you have 3 months left, your monthly payments will go down by £10.
  3. Reduce your monthly payments.

Will my payments change straight away if I make an extra payment?

If your extra payment is close to your Direct Debit payment, we won't change it until the following month.

What happens to my regular monthly payment amount if I change my tariff?

Your regular monthly payment amount won't change straight away. It will change at your next check-in.

We'll check in with you to:

  1. Make sure you're paying the right amount each month for the energy you are using.
  2. Let you know if the amount you pay each month needs to change to help you stay on track with your energy plan.

Find out when your next check in is due.

Go to MyAccount

I agreed to pay a regular amount each month by Direct Debit. Why has that amount changed?

If you pay by Direct Debit with regular monthly payments, we'll change how much you pay each month at your next check-in if:

  • You're using more, or less, energy than you thought you would. For example, you got a new electric car.
  • You haven't given us your meter readings in a while. This means we've had to estimate how much energy you're using.
  • You've moved to a new energy plan (tariff) with different energy prices.
  • Our energy prices have changed.

Why has my bill been taken in full from my bank? I'm supposed to be making a regular monthly Direct Debit payment.

This happened because:

  1. You changed to pay by Direct Debit with regular monthly payments.
  2. We explained to you that to pay this way you need to start with a zero balance on your energy account.
  3. You agreed to pay the bill in full when you set up the Direct Debit.

I'm on a fixed tariff – why has my Direct Debit payment changed?

A fixed tariff sets the price you pay for each unit of energy that you use for a given period; it does not 'fix' your annual energy bill or your Direct Debit instalment amount.

So your fixed tariff will protect the unit price you pay from any price increases in the energy markets. But there are other reasons why your Direct Debit amount can change. Perhaps your energy use has gone up or down, or your account has gone into debit or credit.

How do I change the date of my Direct Debit payment?

Just get in touch and we'll help you change your payment date. Please note, we'll need at least 14 days’ notice to make the change.

Missed, failed and cancelled payments

I missed a Direct Debit payment, what do I do now?

Nothing right now. We'll ask your bank or building society for the payment again in 7 days. If we don't get it, we'll need to cancel your Direct Debit and you'll need to pay by Cash/Cheque.

If you pay by cash cheque:

  • your energy unit prices will go up - Direct Debit customers benefit from lower energy prices
  • you'll get a bill each month, which you need to pay in full within 14 days

What do I do if my payment doesn't go through?

  1. Check your account details are correct

    Please check that the bank or building society account details you used to set up Direct Debit are correct. Maybe you used an account that doesn't accept Direct Debit payments, such as a savings account.

    Have your account details changed? Update your details in MyAccount.

  2. Check you have enough money in your account

    We'll ask your bank or building society for the payment again in 7 days. If we don't get it, we'll need to cancel your Direct Debit and you'll need to pay by Cash/Cheque.

  3. Speak to your bank

    It's possible that your bank or building society stopped your Direct Debit payments. Speak to them to find out why this may have happened. They'll be able to help.

Why haven't you taken my latest Direct Debit payment?

We'll let you know at least 14 days in advance if we need to change or cancel your Direct Debit. You'll get an email or a letter, and a message in MyAccount.

If you haven't heard from us, please get in touch with your bank, or building society. They'll be able to say if there are any issues with your Direct Debit.

If they say there are no issues, please get in touch with us and we'll be happy to help.

Cancelling your Direct Debit

How do I cancel my Direct Debit payments?

You can change the way you pay in MyAccount. If you change the way you pay your energy plan (tariff) will change too.

Do I need to cancel my Direct Debit when I switch to another energy supplier?

No, we'll do it for you. Here is how it works:

  1. You'll get a final bill within four weeks of completing your switch.
  2. If your EDF account is in credit, we will refund your bank account within three days of your final bill. If there's a debit on your closing account, your final bill will say when we'll take the final payment.
  3. We will cancel your Direct Debit and remove your bank details from our system.

Do I need to cancel my Direct Debit when I move home?

If you stay with EDF when you move:
No, we'll set up a new Direct Debit for your new address and cancel your old one. Simply move home in MyAccount.

If you switch to another energy supplier when you move:
No, we'll cancel your Direct Debit for you. Here is how it works:

  1. You will get a final bill within four weeks of completing your switch.
  2. If your EDF account is in credit, we will refund your bank account within three days of your final bill. If there's a debit on your closing account, your final bill will say when we'll take the final payment.
  3. We will cancel your Direct Debit and remove your bank details from our system.

Direct Debit refunds

Do I get a credit refund when I cancel my Direct Debit?

If you stay with EDF:
No, you won't get a refund. Any credit on your account will simply be used to reduce your next bill.

If you switch to another energy supplier:
We'll send a refund to your bank or building society account automatically within 3 working days of the final bill.

Can I ask for a refund if my account is in credit?

There is no need to ask, we'll take care of this for you.

If you stay with EDF:
If you have more than £40 credit at the end of your energy plan, we'll be in touch to say we have refunded you.
If you have less than £40 credit in your account, we'll put it towards your future bills.

If you switch to another energy supplier, move house or change tenancy:
We'll send a refund to your bank or building society account within 3 working days of the date of your final bill.

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