Energy firms 'owe customers'

Energy firms often fail to bill properly

Hundreds of Welsh consumers are owed thousands of pounds by energy companies in refunds.

Consumer watchdog energywatch has also revealed that many are waiting months, and sometimes years, to receive refunds after overpaid energy bills.

Refund should be made when either the consumer has continually over-paid on their monthly direct debit, or when their final bill shows them to have a credit.

energywatch Wales Director, Wendy Davies, said : "This is the worst kind of double standards. If the boot was on the other foot, energy consumers would soon be receiving letters threatening disconnection or court action.

"Yet thousands of consumers who have paid for their energy in advance and ask for what they are owed are coming up against a brick wall and having to come to energywatch Wales for help."

'Exasperated'

Over the past year, energywatch Wales has been involved in over 500 cases where consumers have been battling to get their money back from suppliers.

The average refund was equal to an annual energy bill - around £350. In some cases, the money has been owed for years, with consumers becoming exasperated and frustrated at the delay.

"Companies are placing undue pressure on consumers by delaying the return of money - which for many could be vital," Ms Davies added.

"It is clearly unacceptable. We believe when a consumer identifies a credit, the supplier should refund it immediately or reduce monthly direct debit payments.

"If measures are not put in place, we believe energy companies should pay interest on monies owed."