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Extra Energy customers still waiting for credit refunds five months after it stopped trading

Former Extra Energy customers are still waiting for their bill credit to be refunded almost five months after the firm stopped trading – and there's no set date for when they'll receive their refunds.

Extra Energy went into administration in November, and the energy regulator Ofgem appointed Scottish Power to take on its 108,000 domestic customers.

Customers with a credit balance were told this would be added to their new Scottish Power accounts, while those who had switched away would be sent the credit amount directly.

But Scottish Power says it's still waiting for Extra Energy's administrators PricewaterhouseCoopers (PwC) to calculate customers' final bills and tell it how much credit customers are owed. It says it'll pay up as soon as it has the information.

PwC didn't confirm how many customers are owed credit or when customers' bills will be calculated, but said finishing the process was a "priority".

Earlier this month, we reported that former Extra Energy customers were being contacted by debt collectors, despite claiming they didn't owe the firm money.

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'Help! I'm still trying to get a refund of over £600'

Former Extra Energy customers have expressed frustration that they're still waiting for their credit refunds:

How quickly should my credit be sorted?

If your energy supplier stops trading while your account is in credit, you should be paid back by the new Ofgem appointed supplier as part of the energy regulator's safety net. Scottish Power has already confirmed it will protect all credit balances.

But there's no clear rule on how long the new supplier should take to pay you back, or add your credit to your new account. Ofgem simply says this should be "as quickly as possible".

A spokesperson said: "In some cases, it is taking longer than we would expect for a new supplier to process this payment, usually related to the quality of the data of the failed supplier."

On its Extra Energy FAQ page, Ofgem has warned Extra Energy's administrators are still working to create final bills for all customers.

What does Scottish Power say?

A Scottish Power spokesperson said: "Scottish Power is committed and wants to pay all credit balances back to former Extra Energy customers.

"We are still waiting for the administrators, PwC, to provide the credit balance amounts from the final bills. As soon as we have this information, we will return the money to customers quickly."

In the meantime, if you have any concerns about your credit balance you can contact Scottish Power on 0800 074 0471.

What do the administrators say?

A spokesperson for PwC said: "We are in the process of coordinating the complex process of final billing. This remains a priority and we are progressing this as quickly as we can."

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