PURPOSE
The purpose of this policy is to establish uniform guidelines for the issuance and treatment of Energy To Go residential customer refund requests. Refunds for Energy To Go customers typically result from customer overpayment, customer duplicate payment,
Energy to Go billing corrections and the transfer of credit balances from one Energy To Go account to another Energy To Go account.
REFUND PROCEDURES:
For
Active Accounts: Any overpayment made by a customer will be reflected as a credit balance on the customer’s account and unless specifically requested in a refund by the customer, the credit balance 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 (direct paid at office location), 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. The refund must be issued to the same credit card account
as was used in the transaction that resulted in the over payment.
c) Requests made in (b) above, after the expired one (1) business day period, will be issued by check to the account
holder and sent to the account holders address. Refunds will only be processed within fifteen (15) days of payment being posted to the account.
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 a fifteen (15) business day hold period for funds to be cleared.
No customer refund will be processed if the next bill is scheduled to be issued within ten (10) days from 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 and is not eligible to be refunded to the customer.
For Inactive/Closed Accounts: Refunds
(including deposits and any accrued interest) for closed accounts will be refunded after deducting any outstanding balance owed to Energy To Go. All final refunds are made via a check and will be mailed to the new or updated mailing address
provided by the former Energy To Go account holder.
Transfer
of Credit Balance: A credit balance may be transferred from one Energy To Go account to another Energy To Go account, provided both accounts share the same account holder name. Credit Balances will not be refunded to the account owner if same
account owner has debit balance owed to Pulse Power on other accounts.