About Your Direct Debit

The brighter way to pay your energy bill

 

 

 

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Making Life a Little Easier 

Direct Debit makes paying your bills easy. We will debit your account each month, freeing you from yet more paperwork and giving you peace of mind that you are on top of your energy payments. 

 

Read this page to find out:

  • How to set up a Direct Debit
  • Why we regularly review your Direct Debit payments
  • How Direct Debits work
  • About the Direct Debit guarantee
  • How to cancel your Direct Debit and why you should only do so after you've paid your final bill
  • The answers to your frequently asked questions

Setting up a Direct Debit

Setting up a Direct Debit with us couldn’t be simpler. All you'll need is:
  • Your account details
  • A recent meter reading
  • Your bank account number and sort code
  • To choose a payment date that suits you - 1st, 7th, 14th, 21st or 28th of each month

To set-up a Direct Debit, please contact us to set it up for you, or download a Direct Debit mandate form and post it for FREE to: Direct Debit Team, FREEPOST, Green Star Energy. 
 
We’ll then debit the money from your account automatically, so you don’t have to worry about paying your bills on time.
 
 Set up a Direct Debit today! 

Direct Debit Mandate

Your Direct Debit Options

When it comes to setting up your Direct Debit payments, you can choose from fixed or variable Direct Debit payment methods.
 

Flat Monthly Direct Debit
With Flat Monthly Direct Debit, we collect the same set amount from your account each month, on an agreed upon date. The amount we collect is based on the amount of energy we think you’ll use across the year and any outstanding balance, divided into regular payments.  If you find you have a debit (DR) balance that keeps growing, you should consider contacting us so that we can raise your Direct Debit payment to catch up
.

 

Variable Monthly Direct Debit
With Variable Monthly Direct Debit, we collect the amount you owe us for your energy usage each month, 14 days after your bill is issued. This means that the amount you pay each time may change depending on your usage, so if you’re submitting regular readings, you won’t be paying more or less than the energy you use.

Changes to your Direct Debit Amount

We regularly review your Direct Debit to make sure you’re not paying too much or too little for the energy you’re using, based on your annual consumption. That way we make sure that when your Green Star Energy contract ends, you’ve paid for all the energy you’ve used. 

If you’ve recently received a notification suggesting a change to your Direct Debit payments and would like to discuss this, please call one of our friendly advisors on 0333 023 0142 or email us at DirectDebit@MyGreenStarEnergy.com.

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How our Fixed Direct Debit Works

1. We work out how much energy you're likely to use
First of all, we will use your past bill or statement to estimate how much you’re likely to use in the coming year, based on how much energy you used in the last twelve months.

 

2. We set your monthly payment amount
We then estimate what you'll have to pay and divide it into even monthly payments.

 

3. We adjust your payments
We want to make sure you're just paying for the energy you use. So every few months we'll conduct a review of your account to make sure you're doing just that.

 

REMEMBER: Please contact us if you have a debit (DR) balance that keeps growing, so that we can raise your Direct Debit payments to catch up.

 

If your account ends up in credit after paying your Direct Debit, you can claim this back online at any time. Find out how to claim a rebate here. 

 

Your Direct Debit Guarantee

At Green Star Energy, you can pay by  offers the Direct Debit, a payment method that offers the following guarantee:
 
  • The Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
  • If there are any changes to the amount, date or frequency of your Direct Debit the organisation will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed. If you request the organisation to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
  • If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.
  • If you receive a refund you are not entitled to, you must pay it back when the organisation asks you to.
  • You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify the organisation.
 
How to Cancel Your Direct Debit

You can cancel your Direct Debit with us at any time. Simply contact your bank or building society and ask them to stop any further Direct Debit payments to Green Star Energy. You can do this over the phone or online, but in some cases your bank may require that you submit written confirmation too.

Your bank or building society will require that you provide at least one day’s notice before the payment is due to leave your account. It is advisable to check with your bank how long they will require to process your cancellation.

Please be aware that, if you do cancel your Direct Debit payments, that you will lose your £42/fuel/year discount.

IMPORTANT: If you are switching away from us, please don’t cancel your Direct Debit until we have processed your final payment. Otherwise, your switch may be delayed. 

 

Letting us know

At the same time that you are cancelling your Direct Debit with your bank we ask that you inform us too. You can do this in writing, but it is best to call us on 0800 012 4510 and let us know what is happening as soon as possible. 

REMEMBER: If you are cancelling your contract with us, cancellation fees may apply.

 

What happens after you cancel your Direct Debit

If you are switching to a new energy provider you don’t need to cancel your Direct Debit as we will automatically close it after your final payment has been made. However, if you do cancel your Direct Debit and have let us know, your Direct Debit will simply stop and you will be sent a final bill.

If you are still within contract and you cancel your Direct Debit you will need to make alternative payment arrangements with us. 

 

If you are having problems paying your bills
We understand that sometimes problems can occur and money might be tight. If you are having problems with covering your Direct Debit payments, please get in touch with us as soon as possible. That way we can figure out a payment plan that will work for you.

You can give us a call us on 0800 012 4510 and one of our friendly team will be happy to help.

Find out more about the help you can access if you’re having trouble paying your bills here.

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Your Direct Debit Questions Answered

 

How are my Direct Debit payments calculated?

We know that you are going to be using more energy in the winter and less in the summer. So rather than sending you expensive bills in the colder months, a Flat Direct Debit will spread this cost out instead. 

How much you pay is reviewed every few months to ensure you’re being charged the right amount. 

You could also set up a Variable Direct Debit with Green Star Energy. This would enable you to pay the exact amount of your bill each month, direct from your bank account.

To ensure you aren’t paying too much, please remember to submit regular meter readings.

Submit a Meter Reading Online

 

When do you review my payments?

We will periodically review your payments throughout the year to check that you’re paying the right amount. If we find that you’re either paying too much or too little, we will make an adjustment to your Direct Debit amount to keep you on track. We will never make these changes without informing you first.

 

Once a year we will conduct an ‘annual review’, at which point we will look at how much fuel you used in the previous year, and how much the same usage will cost you over the next 12 months. If you have used either over or under the amount you’ve paid for, we will factor this into the Direct Debit amount to make sure you’re not building up debt with us.  

 

If you find that your energy account has a debit (DR) balance that keeps growing, you should consider raising your Direct Debit payment to catch up.

 

If I have been overcharged can I get my money back?

Absolutely you can. If you have overpaid for the amount of energy you have used we will let you know. This can be seen on each of your quarterly bills, or can be viewed in your online account. You can claim this credit back at any point.

 

Find out how to claim a credit refund here.

 

Why has my Direct Debit amount changed?

This could be for a variety of reasons:

 

  • Your meter readings show that you are using more or less energy than we had originally estimated.
  • Your tariff has come to an end or changed. We will notify you ahead of time if this is the case. 
  • A change of circumstances in your home may have led to higher energy consumption. For instance, you are now working from home or have new tenants.
  • You may have installed insulation or improved your windows, which will mean you require a lot less energy to heat your home.


If we find that your Direct Debit amount is too high or low, we will always let you know.

 

How is my Fixed Direct Debit calculated?

To calculate your monthly payments we take your meter readings from the previous year and use them to project your costs for the following year.

 

To calculate how much you will pay each month we include:

 

  • Your projected energy costs
  • The current balance on your account (if you’re owed money or in debt)
  • Divide the combined figure by twelve months
     

Is there any benefit to paying by Direct Debit?

Paying by We accept Direct Debit frees you of the time and hassle it takes to pay your bills by cash or cheque. 

 

On top of that, if you choose to pay by Direct Debit you will receive a discount of up to £42 per fuel each year, inclusive of VAT.

 

What should I do if I am owed/owe money?

If you are in credit with us you can request a rebate. 

If you owe us money then we will add this amount to our Direct Debit calculation for the following year. Alternatively you can pay this amount in a lump sum. Just contact us and let us know what you want to do.

 

When will the Direct Debit payment be taken from my account?

When you set up your Direct Debit payment you can choose a date that suits you.

 

What should I do if I can’t afford my next payment?

We understand that things can happen and sometimes you might not be able to make a payment. If this is the case please contact us as soon as possible and we’ll see what we can do to help.

If you are struggling to make payments and worried about falling into debt, there are a few ways we can help you. Find out more here.

 

Why do my monthly payments add up to more than my estimated energy spend?

Our Direct Debit calculation takes into consideration your energy costs, as well as any credit/debt you may be in and the amount of time until your next annual review. 

 

Can I speak to someone about my Direct Debit payments?

If you would like to discuss your payments, or have any questions not addressed on this page, you can either give us a call or write in to us.

You can call us on 0333 023 0142* (Mon-Fri 8am - 8pm, Sat 8am - 6pm). If you would like to write to us, please address your correspondence to: Payments Team, Green Star Energy, 3rd Floor Elder House, 586-592 Elder Gate, Milton Keynes, MK9 1LR.

 

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

 

REMEMBER: When contacting us, always include or to have to hand the full name of the account holder, your supply address, your account number and a brief description of the problem.

 

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