Sainsburys claim they've over refunded me!!!

Savvy1Saver

Hi,
I changed supplier 30/11/17 (from Sainsburys to SSE) but Sainsburys still took DD of £122 each for Dec 17 and Jan 18. I called them and was advised to speak to my bank to arrange an indemnity claim for both payments because they shouldn't have been taken. With these payments included, it left my closing balance in credit of £476.60. Once the 2 x £122 had been refunded, I expected a repayment from Sainsburys of £232.60.
Someone called from Sainsburys last Monday saying refund cheque was going in the post for £253.61. Then, she's just called back saying that refund didn't take into account January's already refunded £122 so I would now have a bill to repay the £122! I explained that the first person I spoke to knew about the two payments because it was he who tole me how to sort out the indemnity claim for both payments but today's lady is insistent that I now owe £122. I can see on the online statements the credit, the refunds and now two 'charges' that've been added - totalling £122!!
I am adamant that they're wrong because I know my initial credit was showing as £476.60 - £244 = £232.60!
Is there anything at all I can do about this? I genuinely don't feel I owe the £122 but how do I stand a chance against something the size of Sainsburys/British Gas??
I'd appreciate any advice.

footyguy

Savvy1Saver wrote: »

Hi,
I changed supplier 30/11/17 (from Sainsburys to SSE) but Sainsburys still took DD of £122 each for Dec 17 and Jan 18. I called them and was advised to speak to my bank to arrange an indemnity claim for both payments because they shouldn't have been taken. With these payments included, it left my closing balance in credit of £476.60. Once the 2 x £122 had been refunded, I expected a repayment from Sainsburys of £232.60.
Someone called from Sainsburys last Monday saying refund cheque was going in the post for £253.61. Then, she's just called back saying that refund didn't take into account January's already refunded £122 so I would now have a bill to repay the £122! I explained that the first person I spoke to knew about the two payments because it was he who tole me how to sort out the indemnity claim for both payments but today's lady is insistent that I now owe £122. I can see on the online statements the credit, the refunds and now two 'charges' that've been added - totalling £122!!
I am adamant that they're wrong because I know my initial credit was showing as £476.60 - £244 = £232.60!
Is there anything at all I can do about this? I genuinely don't feel I owe the £122 but how do I stand a chance against something the size of Sainsburys/British Gas??
I'd appreciate any advice.

If, as you claim, you are "adamant that they're wrong" and "genuinely don't feel [you] owe the £122", then follow the supplier's complaint procedure giving an explanation as to why they are wrong.

matelodave

You should have copies of all your bills/statements from Sainsubry's, including the final one and your corresponding bank statements, showing all the transactions between you and Sainsbury's so you can work it all out and produce a statement back to them.

All you need to do is provide them with an accurate statement of meter readings, their charges, your payments and their refunds (showing dates etc) - it's not difficult.

Write it down, clearly and concisiely and send it to them either by post (recorded delivery) or e-mail (dont forget to keep a copy of all your documents).

Stop arguing with them over the phone. If you cant get it resolved then open an complaint, in writing, marked COMPLAINT.

Then you can go to the ombudsman after eiight weeks if it's not been resolved.