How to get a refund from So Energy
If you have a credit balance on your So Energy account, that's your money, and you have a right to get it back. Energy suppliers sometimes hold onto overpayments, but you don't have to let them. This guide will help you reclaim what's yours.
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Under Ofgem regulations, energy suppliers like So Energy are required to refund any credit balance on your account promptly. While there isn't a strict legal deadline, 'promptly' generally means within a reasonable timeframe, typically a few weeks. If you pay by Direct Debit, the Direct Debit Guarantee also protects you against incorrect payments, allowing you to claim a full and immediate refund from your bank for any erroneous payments.
Step by step
- 1Check your So Energy account online or on a recent bill to confirm your credit balance. Make a note of the exact amount.
- 2Contact So Energy directly to request your refund. You can do this via phone, email, or their online chat. Clearly state the amount you believe you are owed and ask for it to be returned to your bank account.
- 3If So Energy delays or refuses your refund, escalate your complaint through their formal complaints procedure. Keep a record of all communications, including dates, times, and names of people you speak with.
- 4If your complaint remains unresolved after eight weeks, or if you receive a 'deadlock letter' sooner, you can take your case to the Energy Ombudsman. They are an independent body that can make binding decisions on energy companies.
What they'll say, and your comeback
“We need a recent meter reading to process your refund.”
Comeback, I have provided one, or you can use the last confirmed reading. My credit balance is clear, and I am requesting a refund based on that.
“We'll apply the credit to your future bills.”
Comeback, I understand that's an option, but I am requesting a refund of my credit balance, as per Ofgem's requirements for prompt refunds.
“Refunds can take X weeks to process.”
Comeback, Ofgem requires refunds to be processed promptly. What is the exact reason for this delay, and what is the absolute latest I can expect my money?
FAQ
How long should a refund from So Energy take?
Ofgem rules state refunds should be 'prompt'. While there's no exact legal timeframe, a few weeks is generally considered reasonable. Delays beyond this should be challenged.
What if I've switched away from So Energy?
So Energy is still obligated to refund any credit balance from your old account, even after you've switched to a new supplier. Your final bill should reflect any credit, and they should process the refund automatically or upon request.
Ready to get your money back?
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A self-serve tool, not a law firm. General information, not legal advice.