Best answer by Darran_OVO
Welcome to the forum and posting your question here.
In all fairness, we are not simply refusing to issue a refund, but to ensure we are able to get your account balance up to date, we need meter readings from you, so we can calculate your actual balance. For example, you might be showing £1200 in credit, but you may have used more energy than your direct debit has been covering therefore once we have up to date readings, and update your bill, you might then be £1000 in credit. Same the other way, if you have used less, we might be able to issue a bigger refund for you.
So we can get this sorted for you, can you get your meter readings submitted online, then email firstname.lastname@example.org to confirm the photos of your meters (this is required for any refund over £599), your account number, full name and date of birth. We can then issue a new statement with your up to date balance and then process the correct refund amount.
We look forward to receiving this info so we can get this all sorted out for you.