I hate it when they do things like this! I've moved out of their area. I was paying by direct debit so they have my bank details. Because I'd recently had a water meter installed the account was considerably in credit. I've had a bill labelled "Closing Account" and I was wondering how long it was going to take for them to give me the money. Today I ring up. Because the credit is over £100 the advisor couldn't issue a cheque, instead they have to send me a form for me to apply for the credit. Why couldn't they tell me this when they issued the final account?