Direct debits changed around

HeidiHeidi

I have long had two EI accounts, one for my own house and one for a holiday house, which were set up with direct debits from different bank accounts.

The account for my own house was changed recently to a Nest account (shows as Climote on the online account).  It looks like my old account was closed off, and a new account opened.  Happy days.

Now I see that the latest bill for my own house (the first on the new Climote account) has been deducted from the holiday house account, and when I rang to query this was told some confusing story about this was now a business account (???) and all the direct debits had to be from the same account.  This makes no sense to me, and even if it did, I was never told any of this until now.  I said this to the customer service person I was talking to, and she put me on hold for about 10 minutes and then I got cut off.

Can somebody please have a look at this for me? How can the direct debits get switched around like that without my knowledge?  I want to get back to a situation where I have two separate EI accounts, debited from two separate bank accounts!

Thank you.

EI: Aoife

Hello HeidiHeidi,

Thank you for getting in touch.

We would be happy to look into this further for you.

We will need the following details to check your accounts:

• Your full name
• Your account numbers
• The first line of your address for both accounts
• Your contact number or date of birth
• Confirmation you are the account holder (a sentence stating this is sufficient)

We can then look into your query for you.

Thanks,
Aoife

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HeidiHeidi

Thanks.

PM sent.

EI: Aoife

Hello HeidiHeidi,

We have received your private message.

A member of the team will be in touch as soon as they can.

Thanks,
Aoife

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