Refunding credit

enilorac967

Have just changed energy supplier which I have done several times in the past; left Bulb for a better deal.
I have been told that after the switch I have to wait 7 weeks for my approx £200 refund. Horrified as I don’t ever remember having to wait that long.
    Searching on line I have come across so many cases of extremely poor refund practises by the energy companies. I’m quite appalled. These delaying tactics are going to prevent some customers from being able to switch. This practise needs to be stopped and a reasonable credit refund period implemented by Ofgem. 

[Deleted User]

It’s already enshrined in the Regulations. Suppliers have 6 weeks from the day of transfer to raise a Final Bill and a further 2 weeks to repay you your credit balance. Failure should result in automatic default payments.

brewerdave

[Deleted User] said:

It’s already enshrined in the Regulations. Suppliers have 6 weeks from the day of transfer to raise a Final Bill and a further 2 weeks to repay you your credit balance. Failure should result in automatic default payments.

However ,some of the suppliers have got into the habit of raising an interim "final" bill based on estimated readings to avoid having to pay the "automatic" compensation. They then come back at a later date ,with a true final bill based on the agreed changeover readings which may result in a larger credit (or more money owed!!)

04rowlab

Reposting as I'm desperate for some answers - sorry!

We've had an abysmal experience closing our AVRO account trying to get nearly £600 credit owed to us.  Initially they sent the wrong form to close the account so a direct debit was taken after we had moved out of the property and requested to close the account.  This was rectified and a final bill sent within the 6 weeks outlined by OFGEM.  

We were then told we'd receive our refund within 14 days, we didn't receive it.  Called AVRO to be told it was 14 days from the Friday of the final bill being issued, which would be tomorrow and I believe against OFGEMs standards as this would be 12 working days after the final bill (not the 10 outlined by OFGEM).  We were then told this would work out to be the 3rd September, which is 17 working days after the final bill .  When questioned as to why they told us it would be 12 working days and 17 working days in the same phone call they gave no reason.

When reminded that OFGEM require them to pay compensation if it takes longer than 10 working days for the refund to be processed they told us we were not entitled to this as we closed the account and have moved out, rather than switched.  Does anyone know if there's any truth in this and if so does this mean they can hold our money indefinitely?

[Deleted User]

04rowlab said:

Reposting as I'm desperate for some answers - sorry!

We've had an abysmal experience closing our AVRO account trying to get nearly £600 credit owed to us.  Initially they sent the wrong form to close the account so a direct debit was taken after we had moved out of the property and requested to close the account.  This was rectified and a final bill sent within the 6 weeks outlined by OFGEM.  

We were then told we'd receive our refund within 14 days, we didn't receive it.  Called AVRO to be told it was 14 days from the Friday of the final bill being issued, which would be tomorrow and I believe against OFGEMs standards as this would be 12 working days after the final bill (not the 10 outlined by OFGEM).  We were then told this would work out to be the 3rd September, which is 17 working days after the final bill .  When questioned as to why they told us it would be 12 working days and 17 working days in the same phone call they gave no reason.

When reminded that OFGEM require them to pay compensation if it takes longer than 10 working days for the refund to be processed they told us we were not entitled to this as we closed the account and have moved out, rather than switched.  Does anyone know if there's any truth in this and if so does this mean they can hold our money indefinitely?

See my response to this in the other thread.