Final Bill received weeks ago but no refund

[mashman156]

I received my final bill 2 weeks ago and was told I would receive a refund of £37.99. This still hasn't been received despite my direct debit remaining active. Why has this not been actioned and when can I expect my refund?

[Ali_A]

HI @mashman156 

If you're in credit, we'll issue an automatic refund around eight days after your final bill date, once we have taken ino account any unpaid bills. 
 

If you pay by Direct Debit we'll pay the money straight into your bank account. Otherwise, we'll send a cheque to your registered address.

What does your final bill total amount due show? 
You can post a screenshot here after hiding any personal details from it first. 

Ali