Bills & Payment Billing and Payment I need help understanding my Bill How can I pay my bill? What if I can't pay my bill? Can I get a refund? I think my bill is wrong? Why hasn't my statement arrived? How can I get a copy of my statement? Why is there a Tariff Information Label on my statement? How can I switch between paper and email bills? What happens to my balance if I decide to leave Co-operative Energy? What happens to my balance with my current supplier when I switch to Co-operative Energy? How can I make sure my bills are correct? What happens if I decide to change my payment method? Where can I find my Bill? Annual Statements Your annual statement explained Why have I received an Annual Statement? What information can I expect to see on my Annual Statement? I have not received an Annual Statement, when should I expect to receive one? How will I receive my Annual Statement? How do you calculate my kWh usage on my Annual Statement? Will the Annual Statement affect my Direct Debit payments? What can I do if I think my Annual Statement is incorrect? Will Special Requirements be considered for Blind and Partially Sighted customers? – Audio? Will a tariff change be reflected on the Annual Statement? Why have I not received an Annual Statement before? Am I charged for Annual Statements? Where can I find my meter information on the Annual Statement? My Annual Statement advises me that I can save money by switching my tariff, how do I switch? I do not understand the graph that is displayed on Page 1 of my Annual Statement. Service Looking for a bill? Meter readings What if I don’t provide a reading for a while? How can I submit my meter reading? Direct Debit How do you work out my Direct Debit amount? Why has my Direct Debit amount changed? Do you adjust my Direct Debit for the winter months? How often do you review my Direct Debit? How do you calculate what my Direct Debit should be? Will you ever reduce my Direct Debit? What happens if I cancel my Direct Debit at my bank? Why do you review my Direct Debit? Will you tell me if you are going to change my Direct Debit? My Direct Debit has increased. does that mean my unit price has changed? My account is in credit, so why has my Direct Debit gone up? Prepayment meters How do I get a new Prepayment top-up card? Where can I find my PID (PurchaseID) I have already got a Prepayment meter - can I switch to Co-operative Energy? How can I get a Prepayment meter? How does a Prepayment meter work? How do I pay for my energy? Are there any disadvantages with a Prepayment meter? I'm moving into a property fitted with a Co-operative Prepayment meter. What do I need to do? I'm moving out of a property with a Co-operative Energy prepayment meter. What do I need to do?