The costs involved in processing a direct debit payment have been increased by our provider and to avoid increasing our call or service charges to customers, we have increased the collection amount that is taken as part of our Automatic Account Top Up service from £5 to £10 bringing it in line with credit card payments.

From 1st February 2020, all direct debits for Pre-pay Credit will be for £10 and this amount will be added to your account. There will be no other changes to our service or fees, and the result of this higher top up amount means we will collect fewer direct debits from your account each year and we can keep our charges and costs the same. In fact our charges have remained unchanged in the past 5 years. 

All customers impacted by this change were emailed between 1st and 12th December 2019.