Help & Support
Direct Debit
I have credit on my account. Why has this not been refunded automatically?
You can request a refund by calling us on 03457 455 455. Phone lines open Monday to Friday 9am to 5pm. Calls are recorded for quality assurance purposes.
We want to help you manage your energy costs, so we try to spread your monthly Direct Debit payments evenly throughout the year.
If a statement shows you're in credit that could be due to the season. For example, you may have built up a credit during the summer that you'll need to pay for the extra energy you may use during the winter - that's why we don't issue a refund automatically.
At your annual review:
- If you've built up more than £50 of credit on your account, we'll refund this to you automatically as long as your most recent bill was based on an actual meter reading and not estimated.
If you've built up a credit of less than £50, we'll keep this on your account and use this when calculating your future payments. However, if you'd prefer to have this money back, you can ask us to give you a refund as long as your most recent bill was not estimated. It’s important to know that, if we refund a credit we may increase your monthly payments to make sure you're paying the right amount in the future. Please note: If your next bill is due in the next 3-4 weeks a refund may not be possible.
