I can see a lot of questions around where your credit is if you've come over to us from Igloo Energy or Symbio Energy, I hope we can clear up a few things so everyone is on the same page.
If you switched to us as part of the Supplier Of Last Resort Process
This means your switch to us was done automatically and you didn't switch online/over the phone to us from one of the above suppliers.If this is the case, any credit should now be on your account, you will see this listed as a 'balance transfer' - There are a small number of people who made an additional payment to Igloo/Symbio after 3rd October 2021. This would have left a credit balance on your account with Igloo/Symbio and this has also since been moved over.If you made an additional payment after 3rd October, you will see this coming over to us also, however, this will be listed as 'Direct Debit - (amount of your payment) - The balance transferred to us plus this Direct Debit amount should equal to the credit balance shown on your final bill.
If you switched to another supplier before Igloo/Symbio ceased trading
In this instance, any credit you had is still protected. We have refunded all of these credit balances via cheque, you should have these now.
If you switched to E.ON Next before Igloo/Symbio ceased trading
If you moved directly to EON Next, we’ll be transferring any credit balance shortly.
I understand the frustration of waiting for a final credit to be applied, our hands are a little tied whilst the respective administrators of each supplier wrap up business and get these credits over to us as soon as possible.We have some info on our website which is updated regularly if things change.
If you've joined us from Igloo, please visit our Igloo Support Page
If you've joined us from Symbio, please visit our Symbio Support Page
Pete 😊