How do I get money back from an Energy Company

GuyM

I switched to LoCO2 (now Solarplicity) a few year's ago. After a year or so with them, I realised I was over £200 in credit and asked for a refund. They stalled for months before offering me £100 back. I said that would be a start but actually wanted the whole of the £220 back. After a few months, they still hadn't given me the £100, let alone the £220, despite no end of communication between myself and them. So I concluded that the only way to get my money back was to leave them. This I did back in November 2017 and guess what? Despite no end of communication in which they keep on promising to pay me the money back I still haven't seen a penny of the £217.64 that they told me they owe me. I'm at a loss to know what I can do to get this money back. Any suggestions?

CashStrapped

Have you raised a formal complaint via letter?
Has the formal complaint process been exhausted?

Telephoning and asking is one thing, a formal complaint is another.

At that point you should go to the ombudsman....

brewerdave

GuyM wrote: »

I switched to LoCO2 (now Solarplicity) a few year's ago. After a year or so with them, I realised I was over £200 in credit and asked for a refund. They stalled for months before offering me £100 back. I said that would be a start but actually wanted the whole of the £220 back. After a few months, they still hadn't given me the £100, let alone the £220, despite no end of communication between myself and them. So I concluded that the only way to get my money back was to leave them. This I did back in November 2017 and guess what? Despite no end of communication in which they keep on promising to pay me the money back I still haven't seen a penny of the £217.64 that they told me they owe me. I'm at a loss to know what I can do to get this money back. Any suggestions?

Have you had a final bill from them, with correct final readings as you gave to your new supplier ?? If not, then raise an official complaint with them BY POST as they have 6 weeks after the supply ceases to raise the final bill as far as I'm aware.

System

brewerdave wrote: »

Have you had a final bill from them, with correct final readings as you gave to your new supplier ?? If not, then raise an official complaint with them BY POST as they have 6 weeks after the supply ceases to raise the final bill as far as I'm aware.

The EU 6 week requirement is based on the use of the words reasonable endeavours. Many suppliers are now using the defence that they have not received verified meter readings from the gaining supplier. Check with the gaining supplier first; ask for the verified meter readings and include these in any letter of complaint.

FullForce

GuyM wrote: »

I switched to LoCO2 (now Solarplicity) a few year's ago. After a year or so with them, I realised I was over £200 in credit and asked for a refund. They stalled for months before offering me £100 back. I said that would be a start but actually wanted the whole of the £220 back. After a few months, they still hadn't given me the £100, let alone the £220, despite no end of communication between myself and them. So I concluded that the only way to get my money back was to leave them. This I did back in November 2017 and guess what? Despite no end of communication in which they keep on promising to pay me the money back I still haven't seen a penny of the £217.64 that they told me they owe me. I'm at a loss to know what I can do to get this money back. Any suggestions?

Solarplicity, the new name for LoCo2, automatically refund any credit accrued once they produce you a final bill.
Similarly, if you owe any money, they expect you to pay that.
It doesn't sound to me like you have got a final bill yet.

One exception to refunding you is if you happen to have any other account with them that is owed money, as they reserve the right to offset any money owed on that account with the credit from this account.

FullForce

Hengus wrote: »

The EU 6 week requirement is based on the use of the words reasonable endeavours. Many suppliers are now using the defence that they have not received verified meter readings from the gaining supplier. Check with the gaining supplier first; ask for the verified meter readings and include these in any letter of complaint.

I can confirm that Solarplicity strive to produce a final bill for a customer within 6 weeks of completion of a switch.
Where the final readings are not received from the gaining supplier for any reason, I found Solarplicity were more than happy to produce a bill after 6 weeks based on meter readings given to them directly by the customer.

The only caution added, was that if, at a later date, the gaining supplier were to challenge those readings provided, then Solarplicity reserve the right to produce a revised final bill at a later date, using meter readings agreed between them and the gaining supplier
- that means no customer is expected to pay twice for the same energy, or get away with any free energy.