Step 1: How do I know if I’ve paid for more energy than I've used?
While we always try to make sure the amount you’re paying covers what you’re using, this doesn’t always work out accurately. Next time you look at your meter, check if the reading is lower than the one shown on your most recent bill. If it is we may owe you a refund.
If you haven’t recently had an accurate bill and you think you may have paid for more energy than you’ve used, please contact us with a meter reading so we can check the accuracy of the balance showing on your account.
Here are four easy ways you can do this:
- Log in to your online account
- Call our ‘no queue’ automated system on 0333 200 5108
- Download the EDF Energy app to give us instant readings
- If you’d prefer to speak to someone, you can call us on 0333 200 5103
Step 2: What happens after I’ve given you my readings?
If your credit balance is accurate there are several ways we can refund you, depending on your payment method:
Monthly Budget Direct Debit
Please remember, your Direct Debit is calculated over 12 months so at points throughout the year it’s likely that your account may show a credit balance. Don’t worry. When we review your Direct Debit payments each year we’ll refund anything owing to the account your payments are made from, if based on an actual meter readings we find you’ve paid more than you needed to. All these details will be on your next bill.
Direct Debit Whole Amount
The next time we receive a reading from you, if by paying the Regular Payment Amount (RPA) you’ve built up a credit, this will be reflected in the amount requested in your next bill.
We know that customers budget for their energy differently, so we’ll only refund anything outstanding to you if you ask us to. We’ll do this immediately to the card the original payment was made on (where possible).
Your meter will always show you how much credit you have, so it’s unlikely we’d need to provide you with a refund while we supply you. If any credit has been given by EDF Energy as a goodwill payment or Guaranteed Service Standard, the money will be refunded immediately. If a broken payment key or card is returned to us with credit that failed to transfer to the meter, we will send a refund to the current key or card you’re using to top up.