My rights to choose where my refund goes?

Crusoe

Hi everybody, I just wanted to tentatively check my rights regarding where a refund goes when my electricity company owes me money (I'm talking quadruple figures here)? I say tentatively because the customer service manager asked me where I wanted the money to be paid, I said "my bank account please" and they told me it should be paid and cleared within 10 - 15 days so I wasn't anticipating any problems. The time passed and the money didn't show in the account, got a letter in the post from the electricity company saying to check my account (online), this was odd because I only just got one from them. So I checked my account, only to discover that the refund which was supposed to go into my bank account had actually been credited to my electricity account:mad: ! I'm pretty annoyed obviously (that means I'm in a Hulk rage lol). So I just wanted to be armed with the right knowledge and the right things to say when I call them first chance I get after the bank holiday. I may not have any problems and they may just sort it out with no need for verbal warfare but just in case I'd rather know my rights if you know what I mean. I have a plan of insisting they transfer the money into my account while I am on the phone because I've waited long enough. Does anyone know what laws to quote or organisations to mention (ombudsman for example) to stop them hanging on to the money? I would be very greatful for any advice which will help me be calm but firm and get the job done, thanks very much for reading this.:)

comeandgo

But if the company are owe you money there was always a credit sitting there. It just means the refund has not happened yet.

spiro

Can you explain why the electricity company owes you thousands of pounds, this may help understand whybit has been credited to your electricity account.

Joyful

Did you owe a lot on your electricity?

bigheadxx

Just change supplier then they have no choice other than to refund it.

energyworker

On what basis were you owed this money and was your account in a debit balance prior to the money being credited?

If so the company is well within their rights to use the refund to bring your account to a credit balance first before you then request any excess.

Shalashashka

Request a refund and raise a formal complaint at the same time regarding the initial deposition of the money.

Comply with the companies efforts and if after eight weeks of raising the complaint, you're not satisfied, bring the issue and all supporting documentation to Ombudsman Services Energy.