Where's my final refund?

I left OVO in April and have an outstanding balance of £99 owed to me. Final meter readings were supplied but not refund of the balance has been given by OVO. What do I need to do to obtain the refund?

I left OVO in April and have an outstanding balance of £99 owed to me. Final meter readings were supplied but not refund of the balance has been given by OVO. What do I need to do to obtain the refund?

Hey @niguk

I thought I'd merge your query into this topic to give you a better answer. If it's been over 6 weeks since you switched away and you've still not had a final refund, feel free to send @Max_OVO or me a PM with the details @Mattj3135 mentioned.

Hope this helps,
Emma

at 82 nearly 83 I'm still waiting for my refund to final bill.
you are clearly targeting old people who have changed companies and you do everything to not give any credit back .
it has been nearly a year since i left and each time I have had excuse after excuse . wait 6 weeks ,wait 10 days, wait another 10 days etc.
expect a phone call and nothing .blah blah blah .
I have used ovo forum hoping you would act and behave better but again I have got no where.
sort this out ovo . you managers have had my details umpteen times and still are useless. you need to be replaced as you don't seem to listen or act .you have 7 days to sort this out now other wise I will take this to national papers. I'm sure they will be very interested in how you treat the older generation an rob us .

It's such a shame to hear this, @douglas82

I've sent you a PM with an update on the closing of your account - check it out when you can!

I've also moved this comment over to your original topic on your final refund, so it's all in the same place.

Hope that's OK,
Tim

Hi ive recently left ovo and wondered if inam owed any money. Plus i would also like to return to ovo

Thanks for posting, @Donnam

@douglas82 @niguk @Mattj3135 - able to help advise on this?

^Tim

I came here looking for advice on refunds, and it seems that I'm not alone in my refund not being processed promptly.

I decided to move from OVO back in July, and completed the move early in August. I was in credit when I left, and OVO continue to take money through my direct debit. 3 payments have been taken since I decided to leave, so I'm now even more in credit (the one taken today isn't yet showing on my OVO account).

When leaving I was advised by OVO not to cancel my direct debit, but surely this is not so you can continue to take payments when I haven't been liable to you for my usage for some 2 months?

So not only am I overdue a final bill, and a refund but OVO continue to take additional money from my account. I decided to leave OVO due to bad experiences with customer account handling, and it seems this continues even after I've left. Very disappointed.

Hi @Enzo,

I have discussed this on a previous occasion with the Office of the Energy Ombudsman.

It is entirely the responsibility of the Receiving Supplier to verify your data and upload it to the National Database.

Once they do this, the Relinquishing Supplier (OVO) have a few days to raise any objection such as querying a meter reading or reference number.

A fortnight after OVO agree/acknowledge the transfer they can generate their Final Bill. They don't do it earlier than this because the Consumer Credit Act gives you 14 days to change your mind.

So in this case it comes down to whether you furnished the Receiving Supplier with your meter readings on or about the agreed Switch-date. If you did so, then you need to check their Complaints Procedure and implement the first stage.

Hope that helps.

Hey @Enzo,

I've moved your posts over here where you should be able to find the information you need about about the final billing process.

Do comment below if you've got any more questions.

Nancy

@jamescathycoleman I have answered this post here

I was a Fairerpower customer until last August. I then transferred to another supplier. I had just over £96 Credit on my account. Under the ‘Energyswitch Guarantee’, of which they are a member, they should have transferred it to my bank account within 14 days of final bill. I AM STILL WAITING!! Their phone lines are blocked and busy, and I can’t get through. I’ve ticked my account box on their website to ask for a refund, but no reply or no action from them. They are certainly not on my Christmas Card List!! Has anyone else suffered in a similar way? And how do I get my money back from this UNFAIR COMPANY. Is the Energy Ombudsman my next step? Thanks David

Not so. I'm a landlord whose tenant took over responsibility for the bills last November. I did get one refund but OVO took another direct debit payment (although they knew the situation) before I had chance to cancel it. Now my account states a credit of £64.00 but when I try to claim online and click the button it says that I have a balance of £0.00 so cannot proceed with the refund claim.

Having transferred my energy supply to another provider on 24 January, Ovo received confirmation of change of supply reads on 1 February (Electric) and 9 February (Gas), however you fail to respond to repeated requests from me for a refund of my credit balance?
I am tired of receiving your standard automated response of "we're very busy"!!

When will I get my full payment of my outstanding balance & why have you took another direct payment out of my bank account after leaving OVO

This thread has info on your final refund @jamieinsley - should be sorted within 6 weeks of the switch date!