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 Fixed 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 quarter, 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.