Payment issues with Energy Firm

ShamblesWorld94

Hello, 

Apologies if this is on the wrong section. Would like to get advice on this issue I am having, My old energy provider So Energy and myself have been going back and forth for 5 and half weeks. 2 times they've tried to send money back but their payments team have rejected both (once said it was my bank that rejected it but called bank they said they didn't) 

So have given me multiple different timescales and ' accurate ' dates on when I should receive it (21st November-rejected) and you will get it by 16th December (not arrived whatsoever) they have sent me a screenshot that says the payments will arrive on 16.12.25 and 23.12.25 (second date is for compensation they have given me) rather stressful as I've now switched to a new energy provider and I was already in midst of switching bank. 

So have said that they can't do a deadlock letter and refund together it's one or the other and sadly I'm in a situation where I would like the money asap instead of losing out. 

What advice could yourselves give me? As I did want to go energy ombudsman but I don't want to lose out on refunds over next few days potentially being cancelled after waiting so long but problem is they have lied a few times and keep moving the goalposts. Not sure where to turn too, so hoping someone can provide info. Sorry for the long winded message! 

Have a good Christmas all! 

grumpy_codger

Ask them to send a cheque?

Confused_Dog

I take it you were in the middle of a current account switch?  According to the current account switching guidance, any payments received after the the new account opened by your vank account opened should have been paid in by So \Energy, even if they'd not got your new bank account details.

https://www.currentaccountswitch.co.uk/media/xi4fgpyo/cass_fullguidetoswi

I'd suggest  an e-mail to So Energy saying that you want your payment in your bank account within the next 10 working days otherwise you will ask for a deadlock letter to take it to the Energy Ombudsman

born_again

Did you cancel the DD that you had with So Energy?

diyeco

As elsewhere on this forum I have had issues with So Energy.  That said, when it came to a Deadlock letter, the did produce one quickly.

The alternative route to the Energy Ombudsman (EO) is 8 weeks from the issue being unresolved.  Maybe use that to set a date when, if the refund has not arrived, you will go to the EO?  My suspicion (no more) is that So Energy are short of the required Ofgem funding right now (their accounts admit it), and somewhere in their system they are trying to hold onto cash by whatever means they can.