REFUND FOR CUSTOMER CREDIT BALANCES
The purpose of this policy is to establish uniform guidelines for the issuance of utility customer refunds resulting from overpayment and transfer of credit balances.
POLICIES AND PROCEDURES
For Active Accounts: Any overpayment made by a customer will be reflected as a credit balance on the customer’s account and will be applied to future bills. Refunds for overpayments will be considered on a case-by-case basis and will only be processed upon the request of the account holder.
a) Refunds for payments made by check, over the counter, via mail or through a bank on any account will be issued upon the request of the account holder when payments made result in a credit balance.
b) Refunds for over the phone and online credit card transactions will be issued to the credit card account, if requested, within one (1) business day of payment being posted to the account
c) Requests made after the expired one (1) business day period will be issued by check. Refunds will only be processed within fifteen (15) days of payment being posted to the account. No refund will be processed if the next bill is scheduled to be issued within thirty (30) days from the date of payment being posted to the account. In the event a billing adjustment creates a credit balance on the account, the credit will be applied to future bills
d) Refunds for payments made by ACH on any account will be issued upon the request of the account holder when payments made result in a credit balance. Refunds will only be processed after 15 business days hold period for funds to be cleared
For Inactive/Closed Accounts: Refunds (including deposits and any accrued interest) for closed accounts will be refunded after deducting any outstanding balance owed. All refunds are mailed to the mailing address provided by the account holder. If your FINAL Balance is equal to or less than $ 10.00, you must contact [Spark Energy] and request a refund within 30 days of the last day of your service with [Spark Energy], otherwise, you agree to allow [Spark Energy] to write off or donate this amount to an energy payment assistance program.
Transfer of Credit Balance: A credit balance may be transferred from one account to another, provided both accounts share the same account holder. Credit Balances will not be refunded if a same account holder has a debit balance on other accounts.