Refused a refund of large credit balance on my account . Asked why , told I don’t have an up to date bill and meter readings . I have up to date bill an actual meter readings as shown on my online account . I stated as per ombudsman that they have to refund me within 24 days . Customer services said no again and if I’m not happy to complain ! No other reason given . Complaint submitted , not heard anything . I will have to cancel my direct debit now for three months to get my money back . They are illegally withholding refunds so that the company can have interest on customers money , shocking company to deal with .