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Ask our Expert
How do I get money back from my supplier?
Dear Chris, I think I’ve been overpaying on my energy bills for quite some time, because I’ve been paying by direct debit every month and not looking at my estimated bills. Is there anything I can do to get this money back from my energy supplier?
Kind regards,
Simone Whiteley, Sheffield, via email, Monday 23 February, 2009
Our expert says...
Thanks for your query regarding your energy bills. The good news is that there are things you can do to get back your money from your energy supplier. You should speak to your supplier, negotiate lower direct debit payments and avoid estimated billing. Here’s some more information:
Contact your supplier
If you are in credit with your energy supplier, you will have to contact them to see if they will return your money and to arrange lower monthly direct debits.
Phone your supplier on:
| Energy supplier | Phone number |
| British Gas | 0845 600 6113 |
| Scottish & Southern Energy | 0845 7444 555 |
| E.ON | 0845 059 9905 |
| npower | 0845 714 5146 |
| EDF | 0800 096 2270 |
| Scottish Power | 0845 270 6543 |
Ask for your money back
If you are in-credit with your supplier, before you consider lowering your monthly direct debit, ask them for some of the money you’ve overpaid back. As the table below shows, the “big six” energy giants have pay out policies:
| Energy supplier | Credit refund policy |
| British Gas | If your account is more than £200 in credit British Gas will automatically refund this back to your bank account, provided it has an accurate meter reading |
| Scottish & Southern Energy | No information available |
| E.ON | If you receive a bill showing a credit and want a refund, check if your bill is based on an estimated or actual meter reading. If you’ve been billed with estimated readings E.ON will need an up-to-date reading before issuing a refund |
| npower | Anyone who is £60 or above in credit at the end of their 12 month contract gets automatically refunded. Alternatively, a credit is added to their payments for the next 12 months |
| EDF Energy | EDF automatically refunds overpayments of more than £150 but you will need to ask for a refund for overpayments of less than £150 |
| Scottish Power | At the end of the 12 month contract, if a customer is in credit, either a cheque can be issued or the customer can use this credit to reduce future payments. |
Understanding direct debits
With monthly direct debits, your energy supplier will estimate your annual usage and then divide it by twelve, so you pay a fixed amount each month. In summer direct debit customers usually build up a credit as you use less energy, but this credit will cover the extra energy needed during the colder winter months.
With quarterly direct debits customers will pay depending on the energy they have used, with meter readers from the energy supplier taking readings. While this eliminates the risks of over or underpaying with estimated bills, quarterly direct debit customers are usually on a more expensive tariff.
Reduce your monthly direct debits
As a customer paying your energy bills by direct debit, you have the right to set your payments at any level you like. If you feel they are currently too high, speak to your energy supplier and have them reduced.
Be aware though, because if you set them too low you could end up with a large debit which you will have to pay off at some point. You should be realistic about your repayments. Bear in mind the massive rise in energy prices in 2008.
Increasing or decreasing direct debit payments >>>
Avoid estimated billing
You should always try and give your supplier an actual meter reading, rather than let them estimate your energy consumption. Energy watchdog Consumer Focus predicts that up to a third of all bills could be inaccurate due to estimated meter readings, with suppliers regularly overestimating and setting payments too high. By taking regular meter readings, your supplier should be able to predict usage more accurately.
If your bills are currently estimated, consider signing up to paperless e-billing. With e-billing you will manage your account online and put in your own regular meter readings. Paperless billing means you’ll eliminate the risk of over or underpaying on estimated bills.
Hope this helps you reclaim your credit Simone!
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