Economy Energy refusing Refund of Credit Balance

siri_do_one

I Switched away from EconomyEnergy mid October, since then they've taken two more monthly payments, I enquired about my final statement to be told that they'll pass it to accounts to process & they 'don't ever cancel direct debits'.
After reading this thread it seems to me that they'd have happily taken my money forever and getting it back isn't going to a quick operation.

I've previously used Ovo & Avro, both sorted the final bill within 6-7 weeks without needing a nudge and also managed to cancel their DDs, I'd be happy to re use & recommend these two suppliers.

WhoIsThat

siri_do_one wrote: »

I Switched away from EconomyEnergy mid October, since then they've taken two more monthly payments, I enquired about my final statement to be told that they'll pass it to accounts to process & they 'don't ever cancel direct debits'.
After reading this thread it seems to me that they'd have happily taken my money forever and getting it back isn't going to a quick operation.

...

Suppliers don't usually cancel DDI's , save for where a customers asks the supplier to do so (a payer is better off going direct to their bank) or where they issue a 'final transaction' code to the bank with their final collection, indicating to the bank to cancel the DDI.

If you've not yet received your final bill, then there has been no final collection ... and if that final bill indicates you are in credit, there will never be a final collection to send that 'final transaction' code.

All DDI collections will be included on your account, and reflected on in your final bill.

There should be no more collections after the final bill, save as otherwise indicated to collect any outstanding balance that may be on the final bill.

In the unusual event a further collection were made after the final bill , save as explained above, then the supplier would have to issue a revised final bill to reflect the new credit to the account.

mcintyrepoet

Hi, I'm owed £300 having switched from Economy Energy and have confirmation email refund has been requested this week - however no timescale given.

Do we know if Economy Energy are issuing ANY refunds?

If not assume have to wait until they collapse and claim through new appointed supplier?

Any advice much appreciated

wavelets

mcintyrepoet wrote: »

Hi, I'm owed £300 having switched from Economy Energy and have confirmation email refund has been requested this week - however no timescale given.

Do we know if Economy Energy are issuing ANY refunds?

If not assume have to wait until they collapse and claim through new appointed supplier?

Any advice much appreciated

Welcome to MSE.

Have you considered following the advice posted above by another to someone in a similar situation as provided in post#71?

mcintyrepoet

Thanks but I have phoned and emailed and both times been told they have a new internal procedure and are not allowed to give any timescales. Their website says to allow 14 days which I will however I was wondering if they are paying out any refunds currently and therefore not to be hopeful of getting resolution in short term?

grobson2

I have a similar story. I left Economy Energy on 23rd September and was told I would have to wait 6-8 weeks to receive my £606 refund. It's a large amount as they insisted I was underpaying and massively increased my direct debits (which is why I subsequently left).
I called on 15th November and was told my refund was currently under review.
On 13th Dec I called and got Colin. When I asked to speak to a manager he initially refused. On my insistence he transferred me to Alex (manager) who said he would call me back. H never did.
On 17th Dec I spoke to Alison who said her computer was broken and she'd call me back - she never did. On reporting to complaint resolver, I got an immediate reply which stated their system upgrade which was due to speed up payments had infact had the opposite effect.
On 18th Dec I talked to June who was unable to assist - different department etc. She said she could not pass me to a manager as I would be waiting all morning for one. She said she would email the refunds triage but gave no timeline for response. Sarah who was the manager that morning was unable to come to the phone even though I said I would hold. June has promised that her manager, Sarah, will call me back later today. Dare I hold my breath?


I have now waited over 12 weeks and there is no resolution/repayment.


Whatever the headline rate, do NOT use this company and be left in the same trap as me.

eldaniel

After getting my money back through Ombudsman now I have received email from EE that I owe them over £400 apparently! I expect this thieving idiots will send debt recovery company to my door now as they did with many innocent people according to Trustpilot reviews. In case they do what should I do? I am so angry and stressed because of that!
Help please

lucyholmes

I moved house at the end of July 2018 and informed EE of my move straight away, and kept them as my supplier for my new house as well. To do that they had to close my account at my old house and open a new one for new new house, which meant I should have received a final bill.

My account has showed a significant credit for both gas & electricity since then which I've been trying and trying to have refunded. It's now FIVE MONTHS later and I still haven't received it!!!

I've rung up countless times, spent so much time on hold, and been told they're "fast-tracking" it about 5 times. Every time I ring up it's like it's new information though, like there's no record of my claim on their system whatsoever.

It's absolutely ridiculous. Sorry, this isn't helpful but I wanted to vent! :mad:

Jparkinson

After issuing a claim for money and Economy Energy agreeing to refund the balances by 7.1.19 they ceased trading on 8.1.19 without doing so. What a waste of time!

amcg100

Thankfully I heard about them going down just in time to cancel my DD which is due tomorrow. It is a shame they've gone since I was on a really good deal fixed until April 2020 - nothing like it available online today so looks like I'm facing a big increase from £70 per month to over £100.