Yorkshire energy ?

pokora

I finally received my credit from Yorkshire !!! SP posted me a cheque to my home last week for the value of the credit Yorkshire owed me, at least for the correct amount. I cashed immediately just in case they put any excuses or problems.

I've been lucky because if my circumstances had changed like move out to other property, be ill ... I'd be suffering the consequences. Also I didn't received any communications from SP about the process and all the information I got is been from here.

Tharweb

pokora said:

I finally received my credit from Yorkshire !!! SP posted me a cheque to my home last week for the value of the credit Yorkshire owed me, at least for the correct amount. I cashed immediately just in case they put any excuses or problems.

I've been lucky because if my circumstances had changed like move out to other property, be ill ... I'd be suffering the consequences. Also I didn't received any communications from SP about the process and all the information I got is been from here.

Did you chase for the refund or did you just receive the cheque without any contract with them? 

goatfaced

I've had my refund, but I still have my gas with SP so I don't know if that makes it easier. 
Their billing is so confusing, I had to write my own version to make sense of it all. But now it seems I'm all sorted and a bit in credit with SP. I'll look at switching gas soon but at present they are my cheapest. I wouldn't have found neon reef without this thread, or thought of using different suppliers for each fuel, so thanks everyone. 

by_eck

GunJack said:

by_eck said:

How have other sufferers managed to make successful 'phone calls?

by only ever calling the dedicated ex-YE number and being prepared to hold tbh..... and don't bother with the call-back - I had one quote 1hr 30 mins for a callback, I hung on the phone and got answered in 20 mins

Thanks for that advice. I haven't taken advantage of the call-back feature again, have no desire to waste my time hanging on the 'phone and e-mailing SP has only resulted in nonsensical replies. Short of snail-mail, some folks on this forum seem to have had luck in using SP's "chat" service and though not problem-free, I did manage to use it to enquire about the YE refund.

 

Briefly, I explained that the YE credit had been sitting in my SP account since the beginning of the month and that I'd been informed it would be paid into my bank account automatically; but when?

 

The CS advisor quoted the correct amount in credit and explained that the system wouldn't process a refund without a bill being in the pipeline and requested a meter reading, so that a bill could be issued.

 

I'm not blaming the advisor, but rather SP's pitiful account control: it should have been obvious that I'd already switched away from them and received and settled the final bill; therefore, new meter readings and offsetting the credit against further bills, should have been out of the reckoning. Despite the statement visible on the account that the credit would be repaid automatically, the advisor mentioned that there was no automatic refund flag set. The conversation paused whilst the advisor contacted the relevant department and came back to say that an e-mail confirmation would be sent within 2-3 working days and the refund issued to my bank within 5 working days. We shall see.

 

Had I not been proactive in chasing the refund, it seems plausible that I'd have been waiting evermore for it. Hopefully, this info may be useful to other Forumites, in that they may need to give SP a poke, if their refunds seem to be stuck in the ether.

BedrockFred

Well rang in this morning to see what has happened to my YE credit got straight through no waiting at all spoke to the rep who checked my details and account and processed the payment back to my bank account and apologised as to the wait I've had 
I should see it in my bank account within the next 5 working days 
Must say the rep was very pleasant and agreed I should not have been waiting all this time, fair play to SP just hope the refund appears in my account in the next 5 working days and then that is me finished with this lengthy saga 

Tharweb

BedrockFred said:

Well rang in this morning to see what has happened to my YE credit got straight through no waiting at all spoke to the rep who checked my details and account and processed the payment back to my bank account and apologised as to the wait I've had 
I should see it in my bank account within the next 5 working days 
Must say the rep was very pleasant and agreed I should not have been waiting all this time, fair play to SP just hope the refund appears in my account in the next 5 working days and then that is me finished with this lengthy saga 

Which number did you ring please? I'm currently on hold, maybe it's just that you got in early.

Tharweb

They just cut me off after 33 minutes on hold 

by_eck

Tharweb said:

They just cut me off after 33 minutes on hold 

Unless your situation's complicated, try the "chat" service, accessible from their Get in Touch page. Have to say though, even using that initially caused me problems, because the chat screen seemed to be missing a "send us a message button" (see cropped picture below). That may have been due to my out-of-date browser. However, by leaving alone, a 'send message' prompt appeared after several minutes and the conversation proceded satisfactorily without further incident.

Tharweb

by_eck said:

Tharweb said:

They just cut me off after 33 minutes on hold 

Unless your situation's complicated, try the "chat" service, accessible from their Get in Touch page. Have to say though, even using that initially caused me problems, because the chat screen seemed to be missing a "send us a message button" (see cropped picture below). That may have been due to my out-of-date browser. However, by leaving alone, a 'send message' prompt appeared after several minutes and the conversation proceded satisfactorily without further incident.

Thank you. I did have success with chat on a previous occasion, but the option was not available today. Anyway, I finally managed to get through after another 27 minutes in hold. Very helpful lady said she'd put the refund through for approval by accounts and to watch my bank account for the next 14 working days...

Shedman

Shedman said:

Finally managed to get through on chat to SP (their systems are so poor...).   Chased up my YE credit thats been showing since 18 Feb.  Now been promised that a refund has been initiated and should be received with 5 days and, as they still have my bank details registered despite DD having been cancelled, it will be by bank transfer.   We'll see if it actually happens......ummmm.

Its just wrong that you have to chase them.  They could clearly see it was due but if I hadn't bothered I wonder how long before they would have paid it!

They said it would in my account in 5 working days and voila this morning it appeared.  Have faith ye all...sometimes they do what they say 😅.

Thats me hopefully finally done and dusted with SP.....