I called the customer service team the start of August to request the refund as their site manager that visited our residence advised that no work could be carried out anyway without major foundation work being done . (We had to make payment to Cadent before anyone could come out for a site inspection despite us filling in the online form with description of work we required) We received the email with the request for bank details by PDF on 10th August, the bank details were sent over on 12th August and it’s taken 13 days to get this approved then on top another 20 working days to get the refund.I am now spending time and effort chasing Cadent as I called again last week for an update where I had not heard anything further on the matter.Surely something like this is simple to resolve, we paid by BACS so they already had all my details.Their customer service email is ‘we care’ - well it really doesn’t seem like they do. Quite happy to take money but not give it back!
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At Cadent our job is to connect customers to the gas they use – whether its homes, factories, shops or businesses.
