If you’ve left ENGIE and you have a credit balance
Once we have your closing meter readings we’ll issue your final bill:
If you paid by Direct Debit we’ll issue a refund to the account used for your Direct Debit. You should receive the refund within 10 working days of your final bill.
If you didn’t pay by Direct Debit we’ll still refund you as soon as we can. Please contact out Customer Care team to arrange a convenient method of refund.
If you’re a current ENGIE Customer
If you’re a current ENGIE customer and have a credit balance on your account, we may be able to refund you:
If you pay by monthly Direct Debit
It’s normal and expected for your account to be in credit at times, especially leading up to the winter period when your consumption will be higher than the summer. We review your monthly Direct Debit amount at least once a year and take any credit into account.
You may, if you wish, request a refund at any time. If so, you’ll first need to provide up to date meter readings (taken no earlier than 20 days before your request) to allow us to bring your account up to date. If your account is still in credit we’ll issue a refund to the bank or building society account used for your Direct Debit. You should receive the refund within 10 working days.
It’s important to note that after issuing your refund, we’ll review your monthly payment amount which may result in your monthly Direct Debit collection being increased.
If you don’t pay by monthly Direct Debit
Your credit balance will automatically be deducted from the charges on your next bill so you don’t need to take any action.
You may if you wish request a refund in advance of your next bill by contacting our Customer Care team. If so you’ll first need to provide up to date meter readings (taken no earlier than 20 days before your request) to allow us to bring your account up to date. Please contact our Customer Care team to arrange the refund.