Bulb money in credit

[Elsalvador]

My elderly parents have almost £800 credit on their Bulb account which is a lot of money for them. Frustratingly, the website doesn't allow them to take their direct debit payments down to a certain amount. I understand that the idea is to have some credit built up over the summer to cover increased usage over the winter months but we're heading towards Spring now. We give readings every month so the statements are accurate. So I don't understand how this has happened? Has anyone successfully called Bulb and asked them to refund the amount in credit? I've heard that they usually won't if you pay by direct debit but I'm going to try anyway. Thanks.

help.bulb.co.uk/hc/en-us/articles/115003394031-Getting-a-refund-for-credit-in-your-account

I've had no problems getting my money back from bulb before. Phoned them up and they refunded straight away whilst leaving £200 in.

I found them very good when I rang them about direct debit, but this was before Octopus took over. I have also managed to reduce my direct debit by logging in to my account.

Yes I've had money back from them

Thank you. I will give it a go.

@Mindymomo we've done this but it only allows you to reduce it by the smallest amount which suggests to me the calculation they have for how much fuel they expect my parents to use might be off.