✅ Eligibility
Before requesting a refund, make sure:
You have a credit balance on your account.
Your most recent bill is based on an actual meter reading, not an estimate.
You are not paying by Reliabill or Direct Debit.
📱 Requesting a Refund in the Mobile App
Open the Frank Energy My Account mobile app and log in.
Tap “Request a Refund.”
Enter your bank account name and bank account number and Tap “Apply Now.”
A confirmation message will appear once your request is submitted. Refunds take 2–3 working days to reach your bank account.
💻 Requesting a Refund in a Web Browser
Go to the Frank Energy website and click My Account (top-right). Log in with your email and password.
Click Bills (top-right), then select Bills & Payments from the drop-down menu.
Under Bill Summary, you’ll see your current balance (if your account is in credit). Click Credit Refund.
Enter the refund amount you’re eligible for and your bank account details (name and number).
Tip: If your bank account suffix is 12, you must enter it as 012 (add a leading zero).
Click Confirm. A pop-up will confirm your refund has been submitted. The funds will arrive in your bank account within 2–3 working days.
ℹ️ Additional Notes
Refund requests won’t be processed if your bill is from an estimated meter reading.
Accounts on Reliabill or Direct Debit are not eligible.
Refunds always go back to the bank account you provide, so check your details carefully.