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If you've switched TV, mobile, broadband or phone providers in the last six years, there's a chance you're owed a little cash, and can get it back at speed.
Many providers, including Sky, TalkTalk and Three, don't automatically refund leftover credit, meaning millions of unclaimed cash is available. Successes are flowing in.
In this guide
What's a telecoms credit refund?
Only a few telecom providers, including BT, Orange and the Post Office, automatically refund leftover credit when you leave.
Others, including Sky, TalkTalk and Three Mobile, don’t automatically refund leftover credit, and won't give it back to you unless you ask for it.
In 2010 Ofcom estimated £10million in bill credit lies unclaimed, and urged consumers to check if they were owed a refund. Sadly, this doesn't apply to pay-as-you-go phone credit though.
Why would I be owed cash?
While you mightn’t think you’re owed money, it’s easy to earn credit without realising via promo deals or by paying in advance.
For example, if you signed up to a "12 months for the price of nine" offer, often you still pay for the full 12 months then get a rebate after 12 months. Many people assume that this rebate is automatic, but it's not always.
Finally, if you’ve complained about something, you might get credit added to your account.
Reclaiming success
We launched this guide in early November 2010, and the successes have flooded in. Brilliantly, they were bigger than we expected, reaching up into the £100s. Please add yours to the Credit Refund success forum thread.
Here are some of the best...
Did as instructed and to my amazement found I have a £144 refund due to me from TalkTalk. Well impressed. Thank you Martin.
sheppie2305I have £23 on its way from Vodafone and a nice £73 from Orange. I checked with Virgin Media and I have £394 in service charges PLUS £150 for the rental of a tv box that I should not have been charged for. HAPPY DAYS!!!!
nsabournemouthI had a mobile phone contract with O2 over two years ago. I just rang to check if I had any credit on my old account. I wasn't hopeful, but they are refunding £19 into my bank account!
allie_81How to reclaim
If you've left a telecoms provider in the last six years, just check our provider-by-provider guide below to find out how to grab your cash.
Just call up and ask: "Do I have any leftover credit on my account?"
Even if our guide says "no action needed" for that provider, do make a quick call if you suspect you're owed credit - just in case you were overlooked.
You can go back six years
You can go back six years in England and Wales, or five years in Scotland. These time periods are limited by law. The provider should also hold the data for six years.
Pay less to call
Many of the providers' numbers below are 0870 or 0845 numbers, costing up to 10p/min. Search on SayNoTo0870.com for alternative local rate numbers (read full SayNoTo0870 guide for more info). Do note though, the site's numbers come from its users, so no one verifies the numbers. Thus a few dud numbers are listed, and, worse, scammers could post fake ones, so be careful if revealing sensitive info.
Plus, most mobile networks charge costly rates for 0800 "freephone" numbers. Read the 0800 Buster guide to get a normal number to call, included in any free minutes. Once connected, dial ANY 0800 number to get through at no extra charge.
O2
Not always automatic
Is the refund automatic? Yes, for credit of more than £20 (since 2009).
How does it work? The final invoice will show if you're in credit. It includes the number to request a refund.
What do I need to do? Contact O2 for refunds of less than £20. No action required for credit of more than £20. Or you can apply online for a refund at www.o2.co.uk/finalbillrefund.
Phone number? 0844 8090 202 (pay monthly customers) or 0844 875 2302 (iPhone customers only)
Orange
Automatic refunds
Is the refund automatic? Yes (since 2004).
How does it work? The final bill shows if you're in credit.
What do I need to do? No action required. Refunds are automatically paid to you.
Phone number? 07973 100 150 (for mobile customers) or 0844 8738 586 (for broadband/landline customers)
Post Office
Automatic refunds
Is the refund automatic? Yes (and always has been).
How does it work? The final bill shows if you're in credit.
What do I need to do? No action required. Credit's automatically refunded within 14 days of the final bill. If you pay your bill by cash in-branch, you will be refunded by postal order.
Phone number? 0845 6003 210
T-Mobile
Automatic refunds (if the credit is over £20)
Is the refund automatic? Yes (if the credit is over £20).
How does it work? The final bill shows if you're in credit.
What do I need to do? No action required if the credit is over £20. If it's less than £20, you should call customer services.
Phone number? 0845 412 5000
TalkTalk
Not automatic
Is the refund automatic? No.
How does it work? The final bill shows if you're credit, and includes number to call to request a refund.
What do I need to do? Call customer services to request a refund. TalkTalk offers refunds by cheque, card and bank transfer.
Phone number? 0870 444 1820
Plusnet
Not always automatic
Is the refund automatic? No.
How does it work? The refund is only automatic if you change provider using a MAC (migration authorisation code) key. This is the code required to change internet subscribers rather than cancelling an account. For more information see Plusnet.
Also credits over £100 will not be automatically refunded. Customers are informed of any balance via email and should check to see if there is an outstanding credit.
What do I need to do? Call customer services for a refund.
Phone number? 0845 140 0200
Vodafone
Not always automatic
Is the refund automatic? Yes, if you paid by direct debit.
How does it work? Refunds since 2008: Automatic if you paid via direct debit. If you paid in any other way, you should call customer services to reclaim.
Refunds for pre-2008: No refunds for bills paid in that time were automatic, so even if you were a direct debit payer and believe you had a credit left on your account, call customer services and ask them to check your account.
What do I need to do? Call customer services to request a refund.
Phone number? 0870 070 0191
Other providers
If your provider's not listed, simply call 'em up. Even if you don't have a clue about whether they refund automatically, just call and say: "I'd like to check if there's any leftover credit on my account please." Then report your success in our forum.
How much did you get back?
Help us keep track!Once you've contacted your provider, if you've managed to reclaim some lost credit please help us keep track of numbers by clicking one of the following counters.
How much did you get back?
| Please vote | How many votes? (Updated hourly) |
| Nothing | 330 |
| 1p to £19.99 | 249 |
| Over £20 | 127 |
After you've clicked, please share your experiences in the credit refunds discussion.
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