Money back from energy suppliers

NickTurner2018

Hi

I left economy energy back in September and moves to a new supplier. I have wrang them on 5 different occasions to get my £125 back that I am in credit that they have confirmed to me. Everytime I ring they say it's gone to our refund team. Whenever I ask to speak to someone higher they initially say no but then it seems they just transfer me to their friend who just repeats exactly what they have said. I then asked to speak to a manager and then I get put on hold for 10 minutes then they hang up on me. Which doesn't surprise me. I have asked them how long it takes to get a refund and they say they cannot give a time frame. I ask them if they think its acceptable and they tell me I'm lucky they have customers who have been waiting since July.

My question is what is an acceptable time frame and how can I escalate this further if they refuse to escalate it within the business

macman

Complain in writing, then wait the required 8 weeks and escalate to the Ombudsman.
Though I doubt that EE will still be trading by then.

wavelets

NickTurner2018 wrote: »

Hi

I left economy energy back in September and moves to a new supplier. I have wrang them on 5 different occasions to get my £125 back that I am in credit that they have confirmed to me. Everytime I ring they say it's gone to our refund team. Whenever I ask to speak to someone higher they initially say no but then it seems they just transfer me to their friend who just repeats exactly what they have said. I then asked to speak to a manager and then I get put on hold for 10 minutes then they hang up on me. Which doesn't surprise me. I have asked them how long it takes to get a refund and they say they cannot give a time frame. I ask them if they think its acceptable and they tell me I'm lucky they have customers who have been waiting since July.

My question is what is an acceptable time frame and how can I escalate this further if they refuse to escalate it within the business

https://www.moneysavingexpert.com/news/2019/01/economy-energy-customers-furious-over-credit-refund-delays-/ :cool:

Doesn't it say on your final bill when it is due for settlement?

What was the date your final bill was raised by Economy Energy?
I think you are lucky, as I fear there are some people who are still waiting for their final bill since last July.

I suppose it would be too much to ask to ask you to upload a copy of the final bill you have received for us to take a look at for you? ...:cool: