Direct Debits Quiz 2024

When setting up a new Direct Debit or the customers changing bank details, what must you do to stay compliant?

• Read the Direct Debit script word for word to the customer.

• Allow the customer to set it up online with no further action.

• Estimate the customer’s energy usage to determine the Direct Debit amount.

• Ask the customer for verbal confirmation only.

What is the maximum refund amount a customer can process themselves using the self-serve portal?

• £100

• £500

• £1,000

• £5,000

A customer struggling to pay requests a Direct Debit reduction. What is the maximum percentage you can reduce it by?

• 10%

• 20%

• 15%

• 25%

A customer requests a refund of £2,500. What steps must you take before processing this refund? (Select the correct answer)

• Process the refund immediately.

• Raise a case to Payments for authorisation and attach proof of payment.

• Contact the customer’s bank directly for approval.

• Break the refund into smaller payments under £2,000.

A customer with a live account requests a refund but does not have any meter readings from the last 28 days. How would you respond?

• Inform the customer they need to provide up-to-date meter readings before the refund can be processed.

• Process the refund as normal.

• Advise the customer to contact their bank for assistance.

• Refuse the refund and close the account.

A customer’s Direct Debit has failed due to insufficient funds. What would you advise the customer to do?

• Cancel the Direct Debit immediately.

• Take a one-off payment to cover the missed Direct Debit.

• Inform the customer we will retry the payment up to three times within 28 days.

• Inform the customer to seek advice from their bank.

A customer with a traditional meter requests a refund of £700. What should you request from the customer?

• Proof of payment and a bank statement.

• A letter from the customer’s bank.

• Photographs of the meter showing readings and MSNs.

• Verbal confirmation from the customer.

A customer who has switched to another supplier requests a refund but hasn’t received their final bill. What should you do?

• Issue the full refund immediately.

• Advise the customer to wait until their final readings are validated.

• Cancel the account and send the refund manually.

• Refuse the refund.

A customer calls to amend their direct debit two days before the payment date. Can this be processed?

• Yes, the amendment can be processed immediately.

• Yes, but only if approved by Payments.

• No, changes cannot be made within the 7-day deadline.

• No, the amendment deadline is 24 hours before the payment date.

A customer calls us to advise that they made a payment however you cannot locate it on the customers account. What information would you ask for in order to resolve this?

• Date, amount, payment method, any relevant reference and proof of payment.

• Payment reference, customer’s email address, and postcode.

• Payment amount, date, and bank account details.

• Customer’s bank statement only.