Energy company won't refund credit

[curlyrebel]

So I switched energy providers in September. Annoyingly I didn't cancel my direct debit with the old company and got charged by both them and the new company.
I emailed the old company asking for a refund. They got back to me a day later and said they were waiting for the final meter readings from the new supplier and then they'd refund it automatically.

3 weeks later (or on the exact day they have to send a final bill through) they sent me a final bill but said they were still waiting on a reading from my new supplier. I'm dual fuel and they had one exact reading but not the other. I emailed them again and gave them the actual reading they were missing and asked for a refund again. I was told they needed a confirmed reading from the new supplier.

I emailed the new supplier and asked them to send through ASAP but they say they already sent them.

So I don't know what to do next. Surely I'm entitled to a refund as soon as I request one? Could this be a tactic by the supplier to hold on to my money as long as they can? Or perhaps the new supplier are being incompetent and I should harass them instead?

No advice sorry but bumping the thread for you

Your previous supplier is the one who owes you the money. It's them you need to deal with.

Your next step is to make a formal complaint. The company's website will have details of their complaints procedure and the email address to use. If they don't respond to your complaint, you can refer the matter to the Energy Ombudsman.

Here is more info on making a complaint.
www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/complain-about-your-gas-or-electricity-bill-or-supplier

Thanks @justleavemebe for the bump. Thanks for the reply @MrsAudreyShapiro. So I guess it doesn’t matter whether they’re waiting on a reading or not. They should refund me because I requested it right?

Their internal procedures are not your concern. They owe you the money and they should refund you.

It's their decision to wait rather than chase your current supplier, accept your reading or get what they need some other way. It's their problem to solve.

Thanks for clarifying @MrsAudreyShapiro. I will make a complaint...

Currently having the same problem with Npower. It's not a lot of money but I want it back.

@DreamLoverr have you made a complaint yet? There must be so many energy providers who do this!