Refunds

If you've got a question about refunds, take a look at our answers to frequently asked questions below.

To start a refund, we’ll usually need an up to date meter reading to make sure your account's up to date, so if you’re getting in touch, please have this to hand.

 There's certain money we can't refund, you can read about My Energy Credit refunds here.

 

My bill is showing a credit balance, can I have a refund?

If you pay by fixed monthly Direct Debit it’s normal, for example to build up a credit over the summer months. The credit will then be used during the winter when you’re likely to use more energy. You can still request a refund, we'll ask you for a meter reading and warn you that your future Direct Debit payments may need to change, as we try to get your balance as close to zero as we can by your annual review.

If you pay by cash or cheque, your credit will automatically be taken off your next bill.

If you still want a refund we’ll need to make sure you’re billed up to date, so you’ll need to provide us with an actual meter reading. You can submit your meter reading online or by calling us on 0345 052 0000. You can also get in touch on Facebook or Twitter. Please take the reading before getting in touch, as we’ll ask for this first. If you’d prefer to email us, you can do this here.

If you have credit on your prepayment account then don’t worry, this is simply for energy that you’ve paid for but not yet used. We wouldn’t usually refund this credit as it may put your account into debt when you later use the energy. However, if you’re concerned about the amount of credit you have on your meter, we can check the meter settings with you, please call us on 0345 303 3040 or get in touch on Facebook or Twitter.

I’m a prepayment customer and my statement is showing a credit. Can I have a refund?

If you have credit on your prepayment account then don’t worry, this is simply for energy that you’ve paid for but not yet used. We wouldn’t usually refund this credit as it may put your account into debt when you later use the energy. However, if you’re concerned about the amount of credit you have on your meter, we can check the meter settings with you. Please call us on 0345 303 3040 or get in touch on Facebook or Twitter.  Please have a meter reading ready when you call so we can make sure your account is billed accurately.

I’ve changed supplier and my account is in credit. How do I get a refund?

Once we've closed your account and sent your final bill we'll automatically refund you any credit by cheque (within 7 working days, unless your credit is over £3000, in which case it might take us a little longer). If you were a Direct Debit customer we'll automatically refund your credit to your bank. Please don't cancel your Direct Debit before we do this.


I’ve moved to a new home and my account is in credit. How do I get a refund?

We'll usually automatically refund you any credit on a final bill if we have an actual meter reading and you have told us your forwarding address by cheque. If you were a Direct Debit customer we'll automatically refund your credit to your bank. Please don't cancel your Direct Debit before we do this.

If you’re keeping the same account reference number at your new home, we won’t automatically refund the credit, it’ll stay on your account.

When you give us your final meter readings we’ll update your account and use these to work out and send you your final bill (if you managed your account online, we’ll send you an email to let you know your bill is ready to view in your account).

We’ll automatically refund any credit you have on a final bill, as long as we’ve got the information to finalise your account. If there aren’t any current claims or refunds already happening on your account, we’ll get this out to you within 7 working days.

If your credit's over £1000, we’ll need to check this before we issue a refund, so this may take us a bit longer than 7 working days.

If you’re keeping the same account reference number at your new home, we won’t automatically refund the credit, it’ll stay on your account.

If you pay by cash/cheque

We’ll need your final meter readings and a forwarding address. We can then send your refund as a cheque.

If you pay by Direct Debit

We’ll need your final meter readings. We’ll then refund your credit to your bank (please don’t cancel your Direct Debit before we do this).

If you've got a prepayment meter

Please give us a call, we need to check everything’s up to date. After we’ve talked to you, we’ll be able to send you any refund that you’re due.

I've been an E.ON customer before. How can I find out if I've still got any credit with you?

You may still have credit on your previous account with us. We want to make sure that you receive any credit you're owed. If you've had a final bill from a previous account with us that shows a credit balance and you're unsure whether you've had your refund, please call us on 0345 052 0000.

I don’t have a bank account?

We can re-issue the cheque to someone else – please contact us or call us on 0345 052 0000 if you’d like us to.

My name is wrong on the cheque you’ve sent me.

If there’s a spelling mistake please contact us or call us on 0345 052 0000 so we can re-issue a cheque.

If you’ve changed your name please let us know as we may need you to provide evidence if you’re no longer supplied by us.

Why have I only just received a cheque when I moved house a while ago?

Your credit may have been delayed if we had estimated readings to close your account, if we didn't have a forwarding address for you or there's been a dispute on your account.