You can request a refund through My Account if you meet all of the following:
You must have a credit balance on your account
You must have no outstanding balance across any of your accounts with us
You must have a bill based on an actual meter reading not an estimate
Please note: If you pay your account via Credit / Debit Card we can only refund this back to the Credit / Debit Card the payment had come from.
When entering your suffix, add a zero at the start e.g. If your bank account suffix is “12”, type it as 012
Request a Refund in the App
Open the Frank Energy My Account app and log in.
Tap Request a Refund.
Enter your bank account name and number.
Tap Apply Now.
You’ll see a confirmation once your request is submitted. Refunds usually land in your bank account within 2–3 working days.
Request a Refund Online
Go to frankenergy.co.nz and log in to My Account (top right).
Click Bills, then choose Bills & Payments.
Under Bill Summary, if your account’s in credit, you’ll see the Credit Refund option — click it.
Enter the refund amount and your bank details (name and account number).
Click Confirm, a pop-up will let you know it’s gone through. Expect your refund in 2–3 working days.