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Good afternoon, welcome to just answer.
I am a solicitor and reviewing your question now for you.
Please note that although I can guide you, just answer doesn’t provide legal representation, therefore no solicitor/client relationship is formed.
Thank you for your patience, if your account is in credit because you have overpaid not because of tokens or reward points that they have given you then they would be obliged to deduct any new bills from the credit. You should complain to the ombudsman service on line and they will investigate for you. You will not need to pay a lawyer to do that for you, we charge fees that you can avoid if your case if a straightforward case of a utility provider refusing to refund an overpayment and they have not said there is no credit balance.
Amy follow up please don’t hesitate to send your message, I am glad to clarify anything. Thank you for contacting just answer.
We do not represent however can guide you through the steps if you get stuck either on the ombudsman complaint process or with the litigation process if you decide to take them to court.
I have just been notified of your call acceptance. Are you ok for me to call in 30mins. You will also have been notified of the call cost.
Good evening, I am only getting back online now as I was in Court all afternoon and finished about 15 mins ago. Let me know an alternative time.
No problem at all I will call back in the morning, I will set that up now fit a prompt in the morning.
Thank you for taking the call.The most straightforward route is what your husband has suggested to you, hoping they will do what they are legally obliged to do when an account is closed and it is in credit. They will be legally obliged to refund the surplus within 14 days.If they still refuse after closing your account, feel free to log a new enquiry FAO Solicitor RM and an offer for drafting will be made to you ( not the call offer), upon acceptance I would assist you with drafting the letter of claim to take them to court.please do not hesitate to send your follow up message if you have any, otherwise all the very best.