.... someone here might have experienced similar, and could offer advice.
Long story short:
Switched energy suppliers (dual service) in July, to a smaller outfit, I chose them due to price and the fact there was (iirc) no exit fees/penalties for leaving - I have reviewed the 'contract' PDF they sent, and cannot see any term mentioned; but would assume it to be 12 months.
We are using well below their monthly DD payment, and as such, have accumulated a decent Credit on the account - having previously used a smaller provider, getting this credit back has been as simple as one email and a payment in the bank days later.
Unfortunately, our current provider have quite a checkered past with regards to this part of their business, and the Google reviews tell mostly the same stories - Credits are either refused to be refunded, are promised but never deliver, or come but aren't for the full amount!
I found this out after sending off an email requesting the Credit be refunded
We have been told a credit will be paid to us, but about 25% of the amount owed, has been kept back - the reason (so I was told), is because their 'refund policy' is that a month's payment must remain in the account, during the winter period!
I have scoured the terms and conditions, but it mentions nothing about this - I even asked customer services to direct me to that clause, but was told that it is not in writing; so it seem like they can make up Ts&Cs as they see fit - I might be wrong, but surely that's not legal/in breach of our contract?
So, after my (poor) attempt at summarizing - are they within their rights to withhold money owed in this manner, even if I was not made aware if it, when signing up with them?
Thanks GD.
Also - sorry Mods if this isn't the right section!
Long story short:
Switched energy suppliers (dual service) in July, to a smaller outfit, I chose them due to price and the fact there was (iirc) no exit fees/penalties for leaving - I have reviewed the 'contract' PDF they sent, and cannot see any term mentioned; but would assume it to be 12 months.
We are using well below their monthly DD payment, and as such, have accumulated a decent Credit on the account - having previously used a smaller provider, getting this credit back has been as simple as one email and a payment in the bank days later.
Unfortunately, our current provider have quite a checkered past with regards to this part of their business, and the Google reviews tell mostly the same stories - Credits are either refused to be refunded, are promised but never deliver, or come but aren't for the full amount!
I found this out after sending off an email requesting the Credit be refunded
We have been told a credit will be paid to us, but about 25% of the amount owed, has been kept back - the reason (so I was told), is because their 'refund policy' is that a month's payment must remain in the account, during the winter period!
I have scoured the terms and conditions, but it mentions nothing about this - I even asked customer services to direct me to that clause, but was told that it is not in writing; so it seem like they can make up Ts&Cs as they see fit - I might be wrong, but surely that's not legal/in breach of our contract?
So, after my (poor) attempt at summarizing - are they within their rights to withhold money owed in this manner, even if I was not made aware if it, when signing up with them?
Thanks GD.
Also - sorry Mods if this isn't the right section!
