Action Desk: Money returned to Action Desk reader after long-standing electricity problem was solved

A customer did not receive any money back from an electricity company after she switched to another provider in January '“ despite being in credit.

Tuesday, 5th April 2016, 10:04 am
Updated Tuesday, 5th April 2016, 10:11 am

Krystyni Russ, of Woodthorpe, received a letter from Npower which said she was £255.73 in credit on her last bill just before she changed her electricity provider.

However she had not received any money back from Npower and contacted Action Desk for help.


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We contacted Npower to request Krystyni’s money back.

Within days a refund was paid into her account.

A spokesman from Npower said: “A refund for £190.35 has been raised on the account. There was an outstanding balance on the gas meter which we have deducted from the credit.

We have tried to call Krystyni to let her know however she hasn’t been available so we have dropped her an email to advise.”


It may be tempting to throw away bills and other paperwork to save space around the house. However, it is wise to keep them for around two years.

As Krystini’s case shows, it can help you should a dispute arise in the future.