Still waiting on a

Synergy

refund?

To see if you're eligible for a refund, here's what Synergy considers:

• Credits & Overpayments: If you've overpaid or your account has a credit balance, Synergy will refund this amount upon request. Credits usually show as a negative balance or marked "CR" on your bill.
  
  
• Account Closure (Moving or Switching): When closing your Synergy account, you're entitled to receive a refund of any remaining credits, including unused government rebates. Ensure Synergy has your forwarding details to facilitate payment.
  
  
• Solar Credits (REBS/DEBS): Solar customers get automatic refunds once their solar credits hit a $75 threshold, provided their bank details are registered in My Account for Automated REBS Payments.
  
  
• Billing Errors & Overcharges: Any wrongful charges due to billing mistakes or errors by Synergy are refundable. Synergy has publicly committed to refunding customers promptly when mistakes occur.
  
  
• Non-refundable Situations:
  
  
  • Government rebates during active service (used only for bill offsets)
    
    
  • Small residual credits (under a few dollars, typically applied to future bills)
    
    
  • Hardship program adjustments (debt forgiveness/grants are not cash refundable)
    

Follow these clear, actionable steps to secure your refund:

1. Request Final Bill (if moving/closing):
   Initiate your account cancellation via the Synergy website or by calling 13 13 53. Clearly state you expect any credits refunded, and provide your forwarding address or bank details.
   
   
2. Check Your Account Balance:
   Confirm your credit balance on your latest bill or through your online My Account. Look for a negative balance or "CR".
   
   
3. Contact Synergy Customer Service:
   Call residential customer service at 13 13 53 (Mon–Fri, 7 am–7 pm), or use Synergy’s live chat. Clearly request your refund.
   
   
4. Provide/Confirm Payment Details:
   Specify your preferred refund method (bank EFT is quickest). Ensure they have accurate bank details, including your BSB and account number.
   
   
5. Receive Synergy Confirmation:
   Synergy will confirm the refund method and expected timeframe (usually 5–10 business days). Request a reference number for follow-up.
   
   
6. Await Processing & Verify Payment:
   EFT refunds typically appear within a few business days. Cheques take longer due to mailing and bank clearance times. Verify receipt of your refund.
   
   
7. Follow Up if Needed:
   If your refund is delayed beyond the specified timeframe, promptly follow up with Synergy using your reference details.
   
   
8. Keep Records:
   Maintain copies of bills, correspondence, and notes from calls for reference and faster resolution.
   

Synergy generally processes refunds within these timelines:

• Final Bill Refunds: Typically within 1–2 weeks after your final bill issuance (usually within 5 business days of account closure).
  
  
• Active Account Refunds: Usually processed within 5–10 business days after request.
  
  
• REBS Solar Credit Payments: Automatically refunded shortly after reaching the $75 threshold, generally within days of the billing cycle's completion.
  
  
• Cheque Payments: Allow extra time for postage and bank clearance (usually adding about a week).
  
  
• Large-scale or Exceptional Refunds: May take longer (e.g., recent Centrepay overcharge refunds); however, individual refunds are processed promptly once identified.
  

Here's how Synergy can return your money:

• Electronic Funds Transfer (EFT): Preferred and fastest method, directly into your nominated bank account.
  
  
• Cheque Payments: Traditional method, mailed to your provided address if electronic transfer isn't possible.
  
  
• Credit Card Reversal: Rarely used; typically, EFT or cheque methods are preferred.
  
  
• On-Bill Credit: Default option unless refund specifically requested; credits apply automatically to future bills.
  
  
• No In-Person Cash Refunds: Synergy does not offer refunds through physical stores or cash pickups.
  

Most refund issues customers face include:

• Credits Overlooked on Closed Accounts: Always verify final bills and proactively request your refund.
  
  
• Large Direct Debit Errors: Promptly contact Synergy if an incorrect amount is withdrawn; refunds and related bank charges are covered.
  
  
• Delayed Refunds & Follow-ups: Ensure accurate forwarding details are provided and follow up promptly if delays occur.
  
  
• Misunderstanding Non-refundable Rebates: Clarify with Synergy if a credit is refundable or designed solely for bill reductions.
  
  
• Communication & Customer Service Issues: Persist with follow-ups or escalate to a supervisor if initial interactions aren’t helpful.
  
  
• Escalation via Ombudsman: For unresolved issues, filing a complaint with the Energy Ombudsman WA typically results in a prompt refund.