Can an energy company call to offer me a refund and ask for my card details to process it?
No. Legitimate energy companies credit refunds to your account or send a cheque. Calls asking for card details to process a refund are phishing attempts.
Last reviewed: 10 June 2026
Explanation
When an energy account is in credit — from an overpayment, a direct debit adjustment, or a billing correction — the provider credits the balance to your next bill or, if you request a cash refund, sends it to the bank account already associated with your direct debit, or by cheque. They never need your card details to send you money.
This scam works because refund calls feel benign — you are being given money, not asked to send it. But providing card details supposedly 'to receive' a refund gives the fraudster all the information needed to make fraudulent purchases on your card. In some variants, the caller also collects your card's security code and billing address.
Some versions of this scam are more elaborate: the caller sends you a small amount first (described as a test payment) and then asks you to confirm your card details to receive the full refund. The small credit is a legitimate-seeming anchor that builds false trust.
If you believe you are owed a refund from your energy provider, call the number on your bill and request the refund yourself. Check your online account to see whether a credit balance exists. The provider will process it to your registered payment method without needing any additional card details from you.
Common red flags
- Unsolicited call claiming you are owed an energy refund
- Asks for your card number, expiry, and CVV to process the refund
- Caller cannot confirm the exact refund amount from your account records
- Small test payment appears before the main refund is discussed
- Creates urgency by claiming the refund will expire
- Callback number does not match the official customer service number
What to do now
- End the call and do not provide any card details
- Log into your energy account to check whether a credit balance exists
- Call the provider's official number to request any genuine refund
- If you provided card details, contact your bank to block the card
- Report the incident to your energy provider's fraud team
- Report to your national consumer protection authority
Frequently asked questions
How does an energy company actually process a refund?
Most providers credit the balance to your next bill. If you want cash back, they typically refund to the bank account linked to your direct debit, which they already hold. Some send a cheque. None require you to provide new card details.
What if a small amount did appear in my account — is the refund real?
A fraudster can send a very small transfer as a trust-building tactic. The appearance of a small credit does not mean the larger refund offer is legitimate. Verify through your energy account independently.