✅ Check You’re Eligible First
Before you hit the refund button, make sure:
Your account’s in credit.
Your latest bill is based on an actual meter read, not an estimate.
If that’s all good, you’re ready to go.
📱 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).
💡 Tip: If your bank account suffix is “12”, type it as 012 (add a zero at the start).
Click Confirm — a pop-up will let you know it’s gone through. Expect your refund in 2–3 working days.
ℹ️ A Few Things to Keep in Mind
Refunds can’t be processed if your latest bill is based on an estimated read.
The refund goes to the bank account you provide, so double-check your details.
Still not sure?
Chat with us online or fill out our contact form. We’ll help you get it sorted — quick smart.