I have been paying a monthly direct debit to EDF Energy for 14 years for gas and electricity at my flat in Brighton.
In March 2016 I relocated but continued to pay my monthly direct debit of £97, awaiting sale of the flat. Unfortunately the sale has not progressed as I had hoped and with the house empty I stopped the direct debit. According to meter readings I am due £1,306 refund.
I phone almost daily, but each time I am told it will be resolved but nothing happens. It has made a part payment of £324 to my bank account but says it cannot refund the rest. BD, Brighton, West Sussex
You were a long-standing customer and this was a substantial amount of money to be owed.
However, we established that you only contacted EDF Energy in June, so while it must be frustrating to be chasing up a refund on this scale you were only waiting a matter of days, rather than weeks or months. The initial refund was credited just five days after your request. We think a full refund should have been made in a single instalment, but EDF says that for large amounts of money authorisation at a higher level is required.
EDF Energy tells us: “We apologise to BD. Unfortunately there was a small delay of a few days in issuing the full refund – this was due to human error and we have given BD a goodwill payment of £25 to reflect this.”
We gather the full amount – plus a goodwill gesture – has now been credited to your account.
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