Can't get refund of gas overpaid from old supplier

Lynn_C

Hi
My daughter has changed energy providers for her gas but cannot get a refund of around £200 overpaid to her old supplier. The old supplier is saying that the new supplier has to confirm the readings before they can refund, but the new supplier is saying the old supplier has to confirm the readings, so we are going round in circles?

Does anyone know how we can resolve this please?
Thanks

CashStrapped

Formal complaint in writing, by letter. Title headed formal complaint, and quote the ofgem timescales before the matter is referred to the ombudsman.

You can even use moneysavingexperts complaint resolver tool

https://www.moneysavingexpert.com/site/resolver

This sends an email, but as long as there is a "paper trail" of the complaint and it gets logged as a formal complaint.....that is the main thing.

System

Lynn_C wrote: »

Hi
My daughter has changed energy providers for her gas but cannot get a refund of around £200 overpaid to her old supplier. The old supplier is saying that the new supplier has to confirm the readings before they can refund, but the new supplier is saying the old supplier has to confirm the readings, so we are going round in circles?

Does anyone know how we can resolve this please?
Thanks

This !!!8216;excuse!!!8217; is being used time and time again by suppliers that are clearly having cash flow problems. If the new supplier has set up your account, then the meter readings have clearly been industry verified. Call the new supplier and ask when the verified meter readings were passed to the old supplier? Include this information in a written complaint against the old supplier noting that ALL suppliers have 6 weeks from the date of transfer to raise a Final Bill. If you complain before the 6 week point, the supplier will probably not accept it as a legitimate complaint.

Under its Licence obligations, the new supplier is responsible for getting the switch meter readings verified.

Lynn_C

Thank you for your help