It’s normal for you to have credit in your So Energy account over the summer period as most people use a lot less energy than in the winter months. If you do go into arrears at any point, we may ask you for a top up payment or increase your Direct Debit payments.
We review your Direct Debit payments half way through the year so your So Energy account balance should be as close to zero as possible at the end of your contract.
Getting a refund if you are currently a So Energy customer
We can offer refunds to customers with excess credit in their So Energy accounts. The following conditions should be met:
- We have a £30 minimum refund threshold.
- We must have up to date meter readings for us to accurately confirm the balance of the So Energy account. If the refund is greater than £500, we will also need a photo of the meter sent to firstname.lastname@example.org.
- If you pay seasonal adjusted Direct Debit payments, the amount left in the So Energy account after the refund is at least one month’s payment amount. One month's payment amount will be the summer payment for a refund request made between April and September, and the winter payment between October and March.
- If you pay equal Direct Debit payments each month, the amount left in the So Energy account after the refund is at least one month’s payment amount in the late spring/early summer months (March-August), and two months at other times of the year (September-February). You can switch to seasonal payments. Find out more in our guide to making Seasonal Direct Debit Payments.
Once we have the above, we can process a refund and, in almost every case, you’ll have the money refunded into the same account you use for your Direct Debit within 7 days.
Getting a refund if you have recently renewed with So Energy
If you’ve just renewed, you may request for any overpayment on your previous tariff agreement to be refunded back to you. We will need up to date meter reads and for the final statement of your previous tariff agreement to have been produced.
The amount remaining in your So Energy account after the refund must be at least one month’s (new) payment amount, just like if you were a new customer. Please contact us if you believe you have overpaid.
Getting a refund if you have recently left So Energy
We will process a refund once your account is fully closed, please don’t cancel your Direct Debit as we will need to refund you into this same account.
To fully close an account, we need your final meter readings from your new supplier in order to generate the final bill. The meter readings don’t come directly to us from your new supplier so the process usually takes a few weeks.
Once we have the above, and have generated your final bill, we’ll process the refund and, in almost every case, you’ll have the money refunded into the same account you use for Direct Debit within 14 days. As above, please don’t cancel the Direct Debit as it may delay us in refunding you.