Paypoint refund

itguy_2

Hi,

I made a bit of a mistake buying electricty at a paypoint terminal the other day. Due to ongoing issues changing supplier (now resolved), I added £20 credit to my old suppplier's top-up key.

When I put it in the meter, it was rejected, so I took it back. The retailed said they had no way of refunding me, so I added £20 to my new supplier's key (which was accepted).

I called and emailed both suppliers to ask about a refund, and they both say that each other is responsible, and I'm getting nowhere with either. My new supplier has said to return the old supplier's key with a note for a refund - which I've done, although I'm half expecting it never to be seen again...

Does anyone have any advice about what to do in this situation?

Cheers,

Iain

anniecave

Did you send the key recorded delivery? Or get proof of posting? Did you send the key to your old supplier or your new supplier?

I would phone up to check it has been delivered and received by the relevent supplier. I'd expect that sort of query to take a while to resolve, but they should be able to resolve it. If they do receive the key, but you're not getting a response within a couple of weeks, I'd escalate the issue via their complaints process.

chanz4

Get your new supplier todo an mdp claim from the old supplier

Mfoxmallion

I've made the same mistake, put £30 on my old key and both suplliers are passing the buck, surely they cant be entitled to my money?

Hope u got sorted so theres some hope for me, a month in the dark is not too appealing! :eek:

Terrylw1

As Chanz says, the new supplier can raise a claim. The service that processes the data to suppliers can see that the date is after the supplier changed. Via a claim, it can be reallocated.

SwanJon

So long as both suppliers have followed the correct procedures the payment should be sent to your new supplier anyway.
If it has been a few days the agent should be able to see the payment on their system. (There was a thread on here about this happening when the OP thought they were with SSE, but payments were being redirected to SP.)
No need to raise an MDP (MisDirected Payments) claim as the money should sit with the new supplier. They can then send this down to the meter for you to use.
This only works if the old key is for the same property