right to refund of credit on account

Mynemo

My account with Good Energy for gas is over £150 in credit, and my d.d. has been reduced in the future as a result, to cover months of higher and lower usage, but Good Energy are refusing to refund me my credit amount as they argue that to buy in energy to sell to the customer more cheaply they need their customer's accounts to be in credit. I don't agree, but don't want to change supplier, as their energy is from 100% renewables, which I support, and they have provided excellent customer service up to now. Advice as to how to push my claim for a refund, please

Terrylw1

If they have set your DD to cover your higher period and still not leave you in debt, their argument is ridiculous.

Suggest raising a complaint then after 8 weeks you can take it to the ombudsman.

undaunted

Have a look at & refer them to SLC 27.16

"

27.16 Where any Credit has accumulated under a Domestic Supply Contract and the relevant Domestic Customer requests that the licensee do so, the licensee must, save where it is fair and reasonable in all the circumstances for the licensee not to do so, refund, in a timely manner any Credit which has accumulated under that Domestic Supply Contract to the relevant Domestic Customer. Where the licensee considers that it is fair and reasonable in all the circumstances for it not to refund any Credit which has accumulated under a Domestic Supply Contract in accordance with this provision, it must inform the relevant Domestic Customer of its view and of the reasons for holding that view."

http://www.gazprom-energy.com/docs/terms-conditions/electricity-supply-licence.pdf

If they still prove difficult you may also want to read
http://www.independent.co.uk/money/spend-save/consumer-rights-my-electricity-supplier-has-800-of-my-cash-that-i-dont-owe-them-7584349.html

http://www.moneysavingexpert.com/utilities/lower-energy-direct-debits

jalexa

Mynemo wrote: »

... don't want to change supplier, as their energy is from 100% renewables, which I support,

You do realise they have no control over the mix they deliver, only the mix they buy? So thanks for buying my renewable power.:)

jalexa

Mynemo wrote: »

Advice as to how to push my claim for a refund, please

You cannot look at the company's decision and the £150 in isolation though I think the explanation you were given is half-informed inventive rubbish.

You need to look at all applicable factors, principally your projected annual consumption and your monthly payment. Also relevant is the details of the direct debit scheme (something you have implicitly accepted by being a customer) particularly with regard to review dates.

Post all that for more meaningful help.