• How do I get a credit balance refunded?

    We use the information you provide to forecast your energy use over 12 months, and we set a monthly payment schedule to cover the total amount.

    Your payments are lower in the summer, and higher in the winter, to best match your usage.

    Fluctuations throughout the year are expected, and it is unlikely that your payments will always match your bills exactly. If the consumption information you provided is accurate, the payments will balance over 12 months.

    This may mean that some months you are in credit, but this will be used up in the colder months.

    To make sure your account stays on track, we regularly
    review it and let you know if we need to adjust your Direct Debit.

    If you want us to look into your balance now, contact our Member services team using WattBot in your account.

    Any other questions?
    Ask the Community.

    Read more:
    How do I change my Direct Debit payment date the app?