A reader called Aidan, who was a Flogas customer a couple of years ago, received a letter last October from the supplier saying he was due a refund “of the princely sum of €20.15”.
The letter he was sent included a Payzone barcode.
“All I had to do was find a Payzone outlet. I tried the post office, local banks and supermarkets, to no avail. After weeks of on-and-off searches, I got a tip-off from a friend and I eventually located a Payzone outlet here in Maynooth,” he writes.
“I called in to the shop and the young lad behind the counter hadn’t got a clue about Payzone and called his manager over.
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“He looked equally nonplussed, but in fairness he eventually located Payzone on the shop terminal. He told me that the Payzone code had expired and advised me to contact Flogas,” Aidan writes.
“I contacted Flogas by email on January 7th, 2026 and asked them to refund the amount to my AIB account which they used to debit for payments,” he continues.
The company agreed, but no refund appeared, “and despite numerous emails from me, I have had no further contact from Flogas. I also asked them to issue a fresh Payzone code, but this fell on deaf ears.”
He says he has been left “wondering if there are many other people in the same boat as me. I don’t understand why Flogas didn’t just credit my bank account – they have the details on file. Issuing a Payzone code without any further guidance as to how to locate Payzone outlets would suggest a lack of customer focus on the part of Flogas, to put it mildly. A retired person with limited access to technology wouldn’t stand a chance.”
In response to our queries, we received the following statement.
“We have contacted this customer yesterday and the refund will be processed immediately via bank transfer. Flogas moved to a new payment system in October 2025. Where a customer had not claimed a historic refund, we proactively issued a refund through Payzone and notified the CRU [Commission for Regulation of Utilities]. GDPR prevents us retaining a historic customer’s bank details, and so Payzone was deemed to be the most efficient way to issue a refund.
“There are more than 3,500 Payzone stores nationwide, open seven days a week, and with multiple outlets in this customer’s home county of Kildare. The Payzone website allows someone to input their address or Eircode and find their nearest store. However, if a customer wasn’t comfortable with this approach, we encouraged them to contact us to arrange an alternative method of refund.”
