Hey Community 👋
Our tech team have been working on some new online features. You may have seen that we recently introduced the Account Health Check feature, now we are bringing you an Online Refund feature 💰
Once these checks have been completed you will be able to see if your refund request is successful or not there and then. Please keep in mind that a payment adequacy review will take place on your account and your direct debit may be adjusted. You will see the result of the review there and then if any adjustments will be made.
Our tech team have been working on some new online features. You may have seen that we recently introduced the Account Health Check feature, now we are bringing you an Online Refund feature 💰
UPDATE
This is now available not only in your online portal but also on the app for both Android and IOS (Version 1.8.4)Who can use this feature?
This feature is only available to customers who pay by direct debit at the moment as it's still in the early stages. Those who aren't eligible can still request a refund in the usual way. Our lovely Community Member @JoeSoap has created a great guide on how to do this.What happens when I request a refund online?
When you request a refund online our system will automatically run a review on your account to ensure that you are eligible for a refund and how it will impact your account. This will check for lots of things such as:- Payment Review to ensure your account will remain in good health following a refund.
- Your account has been billed to an actual reading (not an estimate) within the last 14 days
- Account Checks to ensure your account is up to date and billed correctly.
- Check that there are no open disputes or other account issues in place.
- Check the amount you are requesting is below the Maximum refund amount for online refunds (currently £500)
Once these checks have been completed you will be able to see if your refund request is successful or not there and then. Please keep in mind that a payment adequacy review will take place on your account and your direct debit may be adjusted. You will see the result of the review there and then if any adjustments will be made.
Is there a maximum amount I can request online?
Yes the maximum you can request online is £500. If you wish to request a higher amount then please contact an energy specialist to do this.I'm eligible for a refund but I need some help, what should I do?
If you need some help you can always contact our Energy Specialists who will be able to support and guide you. You can find all of our contact information 👉 here 👈Last edited by DebF_EONNext; 21-08-23 at 08:03. Reason: Update
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