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Refund after final bill

I'm a participant level 1
I'm a participant level 1

Hi there 

I have a negative balance on my final bill after closing the account. I have already read other posts. Some says the refund is sent by cheque to the same address that I have on the account in 1-3 weeks after the final bill is issued, and some says 3-6 weeks. Which one is correct? My final bill was issued on Oct 5, but still I have not received the refund cheque. I contacted the agent using live chat two weeks ago and was told they already have sent the cheque, but have not received anything


I'm a participant level 3
I'm a participant level 3

From talking with customer service yesterday, apparently they no longer automatically issue refunds. They wait to hear from the former customer to hear how they want their refund. So I don't think they'll have started processing until you actually reached out to them. 


Hello @aasdfgga21,


The refund usually takes 3 weeks but can take up to 6 weeks depending on the post, I would say give it another 2 weeks and if it does not come contact customer service directly.