Getting Credit back from a failed Supplier

rowey64

Morning folks,

I left Igloo for Octopus Energy just before they went under. The transfer went through and I was issued with a final credit bill with payment promised on 21st Oct of £377. This never happened. Now the appointed Ofgem energy supplier is E.On. Who is responsible for paying this Credit balance back to me. My switch went through right before Igloo went south. I have no concrete answers from Igloo, Ofgem, Octopus or E.On. Any ideas?

emmajones1976

It will eventually be Eon but you have complicated matters by switching (I am not saying this is your fault, before anyone gets shirty) so its not going to be a quick process, you will have to be patient.
Eon's priority will be for the customers that are still with them.

rowey64

Thanks for that. I'm in no desperate rush for the money but I have real concerns about building up a healthy credit balance with ANY supplier after this. There was no indication of any trouble with Igloo before I initiated the switch. I was simply sick of price increases. The poor timing was pure bad luck.

emmajones1976

My provider went bust a month ago and Eon STILL havent provided me with an account number with them, so its not a quick process even for standard cases.

Verdigris

It used to be that you generally get you credit back in 2 or 3 months after your supplier went bust. With the sheer numbers of failures, at the moment, I'd add a couple of months on to that.

pokora

Do you have screenshots and/or copies of your bills and credit with Igloo? They will take a long time to contact you.

[Deleted User]

Like the OP I am in a similar position although my change of supplier (originally Avro) was due to a house move rather than a switch.  Avro did issue my final bill but they went under before the credit was issued back to me.  Now 6 weeks on and no sign from Octopus of movement (although I do not expect it anythime soon judging by previous experiences with 2 other SOLR's - Britsh Gas (for Breeze credit was 4.5 months ) and Scottish Power (for Yorkshire Energy credit was 5 months).  Unless Octopus are way more efficient than the other 'big suppliers' I had to deal with, I'm not expecting any credit from Octopus until possibly January/February 2022).

The issue I've got with Octopus is possibly having to extend a redirection to my new address as they probably have no means of paying this credit (circa £180) other than via a cheque in the post.  So I shall be calling Octopus very soon to see what information they have for my old Avro account.    

rowey64

pokora said:

Do you have screenshots and/or copies of your bills and credit with Igloo? They will take a long time to contact you.

Yes I've got everything including the final bill

lisyloo

pokora said:

Do you have screenshots and/or copies of your bills and credit with Igloo? They will take a long time to contact you.

Can't see how this will help.
There are many companies that have gone bust and many genuine cases so it's going to take time.

If you really don't want to build up a credit balance then pay extra for cash/cheque method.

KevH_4

I’m in the same position with Igloo. Started a switch before they collapsed. I rang E.on last week to query the return of the credit on my Igloo account. They told me they would be receiving all the accounts by this Friday and it would take 2-3 weeks to process these and send out cheques for any credit balances. I expect a more realistic timeframe would be by Christmas which the E.on rep didn’t disagree with. 

Swipe

DerwentMailman said:

Like the OP I am in a similar position although my change of supplier (originally Avro) was due to a house move rather than a switch.  Avro did issue my final bill but they went under before the credit was issued back to me.  Now 6 weeks on and no sign from Octopus of movement (although I do not expect it anythime soon judging by previous experiences with 2 other SOLR's - Britsh Gas (for Breeze credit was 4.5 months ) and Scottish Power (for Yorkshire Energy credit was 5 months).  Unless Octopus are way more efficient than the other 'big suppliers' I had to deal with, I'm not expecting any credit from Octopus until possibly January/February 2022).

The issue I've got with Octopus is possibly having to extend a redirection to my new address as they probably have no means of paying this credit (circa £180) other than via a cheque in the post.  So I shall be calling Octopus very soon to see what information they have for my old Avro account.    

I'm in the same boat with Symbio. I did give them my new address by email twice but on both occasions they failed to acknowledge that they'd made a note of it on my account. I believe they normally contact ex customers via email. Luckily I just moved down the road so should be able to get hold of any letter if it is sent by post to my old address.