Energy credit refund confusion.

Grahmb65

It has recently been announced about new rules coming into force on 1st May 2020 about energy switching compensation, but there is an article on this website saying that these rules came into force last May 2019. Which is correct please? I ask because I believe I qualify for compensation. I switched my energy supplier on 24th Dec 2019 and my final bill was available on 1st January 2020 and it is now 13th February and I haven't received my credit refund. Am I due £60 automatic compensation from my old supplier, Avro, because the delay is more than 20 days?

brewerdave

Yes ,you are entitled to compo. for the late repayment of credit as long as the final bill is available. Many companies have been very slow at producing the final bill, which has been a major problem for some. The new rules apply to switching issues and the actual production of the final bill - hooray!!.

Grahmb65

Thank you for that. What do I do if Avro refund my credt balance but not any compensation? Which I suspect will happen.

tk47

Grahmb65 said:

Thank you for that. What do I do if Avro refund my credt balance but not any compensation? Which I suspect will happen.

What have you done so far with regards the refund of credit you say has not been paid?

tk47

Grahmb65 said:

It has recently been announced about new rules coming into force on 1st May 2020 about energy switching compensation, but there is an article on this website saying that these rules came into force last May 2019. Which is correct please? I ask because I believe I qualify for compensation. I switched my energy supplier on 24th Dec 2019 and my final bill was available on 1st January 2020 and it is now 13th February and I haven't received my credit refund. Am I due £60 automatic compensation from my old supplier, Avro, because the delay is more than 20 days?

Did Avro billing department really work on New Years Day?

Remarkably quick final billing from Avro if the switch completed on Christmas Eve, and you had a final bill on New Years Day, particularly bearing in mind the number of non-working days between those dates.

Grahmb65

I phoned Avro 6th February to inform them I had switched my bank current account and gave them new bank details, then they said they would process my refund. But I have not received anything yet.

tk47

Grahmb65 said:

I phoned Avro 6th February to inform them I had switched my bank current account and gave them new bank details, then they said they would process my refund. But I have not received anything yet.

Then give them another call if you don't get what you expect.

In fact, as they have already missed the first deadline according to you, let alone the second, I suggest you call them right now.

 Let us us know how you get on

brewerdave

tk47 said:

Grahmb65 said:

It has recently been announced about new rules coming into force on 1st May 2020 about energy switching compensation, but there is an article on this website saying that these rules came into force last May 2019. Which is correct please? I ask because I believe I qualify for compensation. I switched my energy supplier on 24th Dec 2019 and my final bill was available on 1st January 2020 and it is now 13th February and I haven't received my credit refund. Am I due £60 automatic compensation from my old supplier, Avro, because the delay is more than 20 days?

Did Avro billing department really work on New Years Day?

Remarkably quick final billing from Avro if the switch completed on Christmas Eve, and you had a final bill on New Years Day, particularly bearing in mind the number of non-working days between those dates.

Hadn't noticed that -highly unlikely that the new supplier would have given the readings to Avro, particularly as they have to go thru the tortuous 3rd party verification process!

Grahmb65

I did as you suggested and phoned Avro, but first, I checked my bank account and remarkably the £70 refund has been paid this morning. I phoned Avro straight away to ask where was my compensation. They said that because I phoned them on 6th Feb to change my bank details the process had to start all over again and so there was no compensation due. As for the final bill, they said that the bill shown on my account, headed, "This is your final bill" statement date 1st Jan 2020 statement period 13th Dec to 23rd Dec and shows my final readings, was NOT my actual final statement. They said the actual final statement was generated on the 24th Jan, but it is not visible anywhere and nor was I informed of its existence. I now regret phoning to change my bank details. If I'd just left it, the refund would have been redirected to my new account anyway. I wonder if they are under any obligation to notify me the date of my final statement, which I didn't know until my call to them today.

Grahmb65

Just to clear up the billing date query of New Years Day. I assume the final statement was generated automatically when they have received readings from old supplier or the verivication process.
 I actually started the switch on 8th Dec 2019, submitted final readings to both new and old supplier on 20th Dec. Then got confirmation from new supplier that I was being supplied energy by them on 24th Dec, then received final bill/statement dated 1st January 2020.
I appreciate that a final bill was produced quite early considering they could have took six weeks, but never the less, the bill was there with the correct final readings on the 1st Jan and I understand that a credit refund should be paid within ten days of this. If not, compensation is due, as I understand it. I actually received the refund on the 13th Feb 2020.

Streaky_Bacon

Grahmb65 said:

 They said that because I phoned them on 6th Feb to change my bank details the process had to start all over again and so there was no compensation due.

Yeah, well they would say that, wouldn't they?

Final Bill Jan 1st, payment due by Jan 15th, late on Jan 16th, compensation due by Jan 30th, late on Jan 31st.

It's irrelevant that you gave them new details on Feb 6th, because they already owed you the £60 on Jan 31st.

Write them a formal complaint, demanding the £60, and demanding another £30 as compensation for their vexatious attempt at evading the compensation, and your wasted time due to that evasion. Point out that the old details would have worked, but that they never tried to make payment until you chased it.

Quick email or via Resolver, then let them deal with it, and forward to the Ombudsman if required.