Cancelling your Direct Debit

If you are considering cancelling your Direct Debit we’d like to hear from you before you do so. If any payments are missed due to us not being able to claim them, you may be subject to a missed payment fee (set out in Terms and Conditions). It also means that you may be in danger of falling behind on your payments, and that subsequent Direct Debit payments will need to be higher than previously quoted to cover any missed period.


If you're leaving us

If you've switched away from us or moved out of a property supplied by So Energy do not cancel you Direct Debit until your final bill has been settled. We process refunds via your Direct Debit as well payment requests and if you cancel your Direct Debit this will delay settling the final balance. There may be Direct Debit cancellation fees applied.

We also initiate any refunds via Direct Debit, therefore if it has been cancelled it will take us longer to get your money back to you.

If you are no longer a So Energy customer and have settled your final bill, please do cancel your Direct Debit Mandate.


I’m having trouble making my payment

We do understand that unforeseen events may occur and you may have trouble paying for your energy, if you know that this may be the case, please contact us as soon as possible. The sooner we know this, the sooner we can discuss how we might be able to help and discuss payment plan options available.

One way to ensure your bill is accurate, and that you are not overpaying for your energy, is by providing us with regular meter readings.

We have also included some useful links for impartial advice:

www.citizensadvice.org.uk/

www.moneyadvicetrust.org

www.nationaldebtline.org

www.moneyadviceservice.org.uk

www.homeheathelpline.org.uk

www.ageuk.org.uk

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