Utility Point Refund

Chipesh

I switched from this supplier in September and they took another DD in October leaving me £242.97 in credit they were sent an email (from Flipper) and responder thus.


Good afternoon,


Thank you for your email.



I can confirm your final bill has been produced which is available to view via your online account. Your remaining credit of £242.97 as been arranged to be refunded back to yourself. Please be advised our refund process can take 28 working days.


If you have any further queries please do not hesitate to contact us.

Still haven't got it but how can they say 28 days when Ofgem say "Supplier fails to refund an owed credit balance within 10 working days of sending a final bill" ?

JGB1955

I would probably reply along the lines of 'Thank you for your email. I look forward to receiving the refund of £242.97 within 10 working days of production of the final bill and assume you will add on the £30 penalty payment should it take longer.'

Chipesh

There doesn't appear to be a proper final bill on the account so I fear more delaying tactics.
How can they put in black and white that they will not fulfil Ofgem standards?

CRISPIANNE3

I'm with them for my gas supply only and rang them a few weeks ago to get them to reduce the dd as we were £200 in credit. We use in the winter about £30.00 a month only because of open fires.

I do not like being in credit because my last two suppliers have gone bust and it takes ages to get the credit back. However I am down to £5.00 a month dd. Fingers crossed they remain strong and stable and do not do a Mrs May on me.

Kitchen_Sink

Chipesh wrote: »

There doesn't appear to be a proper final bill on the account so I fear more delaying tactics.
How can they put in black and white that they will not fulfil Ofgem standards?

That'll be the issue then

When we left UP, they settled our final bill within 2 banking days of it being issued.

Suppliers are usually allowed 6 weeks to produce a final bill from the date they actually stop supplying you.
If they stopped supplying you in September, I would have had complaint lodged by 6 weeks thereafter if they had not produced a final bill.

I found UP to be very prompt dealing with complaints, but they can only deal with them if they are advised of them.

They first issued our final bill in just under 3 weeks of them ending their supply to us.
I wonder what has gone wrong in your account? There's only one way to find out.

Where have they put in black and white that they will not fulfil Ofgem standards??? :huh:

Chipesh

The email to me says 28 days?

Streaky_Bacon

Chipesh wrote: »

Good afternoon,

Thank you for your email.

I can confirm your final bill has been produced which is available to view via your online account.

Chipesh wrote: »

There doesn't appear to be a proper final bill on the account so I fear more delaying tactics.

Their email says the final bill has been produced.

Do you mean that you can't see the bill on the account, or that there is something wrong with the bill?

They have to refund the balance within 14 days, and if they don't do that, they have to pay you a further £30 within 14 days. If they don't pay that £30 within 14 days, then they owe you another £30.

In other words, if you wait until 28 days after the final bill is produced, and then haven't paid you anything, they'll owe you the balance plus £60.

They'll also owe you £60 if they refund you balance after 14 days, and don't pay the £30 within 28 days of the final bill (which is likely as they never seem to pay the £30 until people ask for it).

Swipe

They also told me it could take up to 28 day and it took about 21 for my refund. Don't rely on them automatically sending you the £30 Ofgem 'automatic' compensation either, because they won't. You will have to chase that up off your own back.

Chipesh

Still no refund. They say they are within the advised time-frame. And get back if no action by 14 Feb!

"We are the best value energy provider yet again as researched by Martin Lewis and Money Saving Expert."

I added "Since you say a final bill was produced and you have not refunded within 10 days I assume I will receive £30 compensation?"

tk47

Chipesh wrote: »

Still no refund. They say they are within the advised time-frame. And get back if no action by 14 Feb!

"We are the best value energy provider yet again as researched by Martin Lewis and Money Saving Expert."

I added "Since you say a final bill was produced and you have not refunded within 10 days I assume I will receive £30 compensation?"

As I understood you, on 24th January, you said they had not produced a final bill yet.

Chipesh wrote: »

There doesn't appear to be a proper final bill on the account so I fear more delaying tactics.
How can they put in black and white that they will not fulfil Ofgem standards?

So even if they issued one that day, and there is no indication from you that they did, 10 working days have not yet expired.


Also, please keep to the one thread if you require advice about this. Posting multiple threads on this topic will, at best, only lead to more confusion.

grumpycrab

Re. getting final bill...left them 7 weeks ago, emailed them and they said they didn't have the final readings.
Tweeted them today and final bill issues in 5minutes! Wow that was quick...so to the next stage "Our refund process is up to 14 - 28 days..."