Repayment of Credit Balance

greyteam1959

How long does a utility supplier have to refund a credit balance on your account after you have left them ??
Solarplicity in particular

beardiedog

greyteam1959 wrote: »

How long does a utility supplier have to refund a credit balance on your account after you have left them ??
Solarplicity in particular

Up to six weeks I think.

tk47

beardiedog wrote: »

Up to six weeks I think.

I think you'll find that is only the timeframe to produce a final bill.

The final bill often has a settlement date on it.

tk47

greyteam1959 wrote: »

How long does a utility supplier have to refund a credit balance on your account after you have left them ??
Solarplicity in particular

Have you asked the supplier for the return of the credit?

Have you complained? If so, the supplier has 8 weeks to respond and resolve your complaint, after which time you can go to the ombudsman

beardiedog

tk47 wrote: »

I think you'll find that is only the timeframe to produce a final bill.

The final bill often has a settlement date on it.

Three weeks on from leaving Octopus and I'm waiting for a final bill and refund of the remaining credit balance.

Stoodles

From https://s3-eu-west-1.amazonaws.com/switchguarantee2018/wp-content/uploads/20180531153431/Energy-Switch-Guarantee-June-2016.pdf


Billing – your current provider’s responsibility
9. Following the switch your current provider will send you a final bill no later than six
weeks after the switch.
10. If your current provider owes you any m
oney, they will refund this to you no later than
14 days after sending you the final bill.

System

Stoodles wrote: »

From https://s3-eu-west-1.amazonaws.com/switchguarantee2018/wp-content/uploads/20180531153431/Energy-Switch-Guarantee-June-2016.pdf


Billing – your current provider’s responsibility
9. Following the switch your current provider will send you a final bill no later than six
weeks after the switch.
10. If your current provider owes you any m
oney, they will refund this to you no later than
14 days after sending you the final bill.

Suppliers’ Standard Licence Conditions actually state that suppliers have to use their REASONABLE efforts to issue you with a Final Bill no later than 6 weeks after the actual transfer. Contract lawyers earn £Ms a year arguing about what is reasonable and what is not. The losing supplier is also wholly dependent on the gaining supplier for a closing meter reading. An often used excuse when a Final Bill is delayed is that the problem is that they haven’t received an industry-validated closing meter reading. The consumer’s only option is to raise a complaint. If not resolved, then wait 8 weeks before escalating the matter to The Ombudsman.

Finally, the above quote is from The Switch Guarantee. Not all suppliers are signed up to this Code.

https://www.energyswitchguarantee.com/about-the-energy-switch-guarantee/

matelodave

As Hengus points out the Energy Switch Guarantee of 6 weeks for a final bill plus another two weeks to repay any credit is only binding on the signatories to the ESG.

I don't think that Solarplicity is one, so you could end up waiting even longer.

badmemory

They will hang onto it as long as they think they will get away with it & as there is very little oversight (OFGEM) good luck!

spiro

You need to bear in mind for electricity it is the new suppliers agents that are responsible for providing the CoS reading, so in some cases it is not your old suppliers fault if the bill is delayed.

greyteam1959

Finally managed to speak to Solarplicity........HOORAY !!!!
What a complete set of idiots............
Firstly tried to deny that my supply had been switched oh yes it has.
Then told me that my gas was still with them on no it is not.
On & on & on...........
Then finally after getting shirty with them they agreed both electric & gas HAD been switched.
Now they say they will issue a final bill & refund my credit balance.
I am not holding my breath on this one I can tell you.................