SSE - Not giving me back my moving out credit

Steve2960

Hi, I moved out of a rented accommodation on 27th May 2021 and provided SSE is a final meter reading for my gas.
For various reasons, we have never provided a meter reading to them in the 3 years we lived in the flat - always assuming because it was an outside meter, they would read it at least once a year which they have not, so all the bills up to when we moved out were estimated.

It turns out that the final meter reading we provided  (16034) shows that we have been overpaying for the last 3 years and the gas account is £566.54 in credit.
On their final bill it says "We'll transfer this amount into your bank account on or soon after 14 June 2021."

I have contacted SSE twice before today (around 30 minute wait each time) and each time, they say the repayment has been rejected by managers as we "have not used enough gas". I have contacted their complaints department today and after approx 30 minute wait, it was answered, they took the details and said "please hold while I investigate". Around 20 minutes later, final accounts answered and told me that the payment had been rejected and would put a note on my account - the same as the other two times I contacted SSE.
I then asked to speak to a manager and all of a sudden, the line started breaking up and then went dead - very suspicious.

I have also logged two complaints via their complaints form (one about two weeks ago and another today - but have heard nothing back.

Not sure where to go next as they seem to be deliberately withholding my money.

PLEASE HELP

Steve

Robin9

Write - don't phone -  snail mail  letter headed COMPLAINT - get proof of posting. Enclose photo of that final meter reading.

JGB1955

Have you checked that they have your up-to-date bank account details?

Steve2960

JGB1955 said:

Have you checked that they have your up-to-date bank account details?

Hi JGB1955, we had both gas and electric with them and have been paying by standing order for the last 3 years. We also had £600 credit on the electric account with them which they paid back into our account without any issues.

Steve2960

Robin9 said:

Write - don't phone -  snail mail  letter headed COMPLAINT - get proof of posting. Enclose photo of that final meter reading.

Hi Robin, thank you - I will give it a go right now - I've never had this much trouble with a company before - very frustrating.

Regards Steve

Gerry1

As it's SSE, if it's hasn't been resolved you can go to the Ombudsman six weeks after making a complaint rather than the eight weeks that applies to other companies.