Identify whether the account is open or closed
The useful next step depends on whether you are still supplied by the supplier or are waiting for a closing statement. Record the account status, the balance date and the last bill you received.
Check for charges that have not been billed yet
Before asking for the full balance, check the latest readings, billed-through date, upcoming payment and any period that still needs a bill. Ask the supplier to explain how those items affect the balance.
Make the refund request specific
State the balance date, the amount shown and what you want the supplier to confirm. Ask which process applies, what information is needed and when the next statement or response should be expected.
Keep the request and response together
If the response is unclear, ask which transaction, reading or bill is preventing resolution. A short chronology makes it easier to escalate a factual dispute without sending unnecessary account details.