Your Question
My latest Direct Debit statement is showing a large credit. Can I get a refund?
Your direct debit payment plan is spread across the year and based on your estimated annual energy use, so it's normal for your account to be in debit or credit at certain times of the year.
Around the end of your annual payment period, we'll reassess your account and where you have given them to us this will be based on up-to-date meter readings. If your account is still in credit at this time, we may give you a refund or adjust your future monthly payment plan accordingly.
You may also receive a bonus if your account is in credit at our annual assessment, for further details please click here.
If you would like to know when your next annual review date is, or would like to request a refund outside of your review period, please contact us.
Please note that when requesting a refund, you will need to provide your current meter readings and your direct debit payments may need to be reassessed. The refund should be issued within 14 working days by cheque. We are not currently able to refund payments directly into customer bank accounts.
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