Direct Debit Confusion

VHS89

Hi,


I recently got charged a direct debit for an old invoice that I was sent a replacement invoice for that stated the old invoice was nullified. My account was debited for €184.76 but the replacement invoice mentions the old invoice, referencing the inv no and says that at that point for the same amount of units used I only owed you €4. I called today and after a frustrating hour or so trying to get to the bottom of it I was given the reasoning that the replacement invoice assumed that the €184.76 had been paid by that point. Lacking confidence in myself I accepted that as the solution but looking over the bills again this doesn't add up. If I end up paying what your rep suggested it'll be three times what we usually pay as well as the replacement invoice pre-dating the collection of the old direct debit, so how could you have known if it was paid or not? When I called in February to ensure the small bill was correct after submitting a manual reading I was told by the rep at the time to disregard the €184.76 and that the replacement invoice was correct and up to date.  There were two unpaid direct debits because my account had insufficient funds so I can understand the confusion but I need someone to take more than a cursory look into this. Your own invoice states that it replaces the one you debited me for and I don't accept the excuse I was given today. 


Thanks,

Electric Ireland: Aoife

Hi VHS89, 

Thank you for getting in touch. 

We can look into this for you. 

Please provide us with the following details via private message:

• Your full name
• Your Electric Ireland account number
• The first line of your address
• Your contact number
• Confirmation you are the account holder

We can then look into your query.

Thanks,
Aoife