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FAQ for Refunds

  • 16 November 2018
  • 20 replies
  • 298 views

Userlevel 6
Badge +4

Here's the next installment of our FAQs! The one's on refunds...

I’m in credit and I’ve just had a bill - why can’t I get a refund?

Estimated readings! If the bill the customer’s received is showing estimated readings, the system won’t allow a refund. We will estimate a reading when one isn’t provided the day before the statement date (assuming they don’t have a working smart meter). This will be estimated from the last reading submitted, based on the average usage of the property.

If you have both gas and electricity with OVO, check that both have been billed in your recent statement. If only one supply has been billed, this will prevent a refund.

How can you refund me credit if I cancel my Direct Debit at the bank?

When we set up a Direct Debit agreement, it leaves a record on the system. By cancelling at the bank to stop the payment arrangement, the agreement is left intact ie. we still have your bank details on record, just no permission to extract further funds.

Why do I have to leave some money in my OVO account?

If you’re on a fixed price tariff, you pay in advance for your energy so you’ll need to leave one month’s Direct Debit in your account ready for your next bill. For example if you have £170 on your account and your Direct Debit is £70, provided you’ve been billed to actual readings, you’ll be able to get a refund of up to £100. If you’re on our variable tariff however, you don’t need to maintain a balance on your account and can have a refund of all credit leftover.

Why is my final refund taking so long?

Getting your final bill and closing your account is a different process to a normal refund. We need to wait for your new supplier to send your first readings to us. This ensures there’s no overlap in the energy you’ve paid for. This process can take up to 6 weeks, after which your final refund will follow in 3 to 5 working days. So overall, after switching away you’re looking at a maximum time frame of 7 weeks to receive your refund.

Is there a minimum and maximum refund amount?

The minimum we can refund is £25. There isn’t technically a maximum, but for refunds of £600 or over, we may need to double check the readings are correct before issuing. This usually involves sending a photo of each meter reading to us. We’re on FacebookTwitter and our Help centre has online chat!


20 replies

I was goig to join your company but cancelled before the swap over date and cancelled the change, however you have charged me £120 how will I get that back please !
Userlevel 5
Badge +2
Hey @Scott.taylor100. It sounds like your Direct Debit wasn't cancelled but it's very likely that a refund is on it's way to you as we speak! Try raising an indemnity claim with your bank as this should get it back to you in a short space of time.

Lucy
Userlevel 1

My understanding of the refund policy is a refund is not available unless your account is in credit and that after a refund the account would still be in credit (or maybe zero if leaving).

I recently had a refund (£400 plus).

When I checked my balance and usage my balance didn’t add up.

The usage was approximately £500 and the balance was over £1000.

The refund not asked for but does reflect where the balance stood £600 in credit.

Can anyone explain?

Thanks in advance,

bernie123

Userlevel 5

You may have been billed up to date before the refund was processed, @bernie123. You can see the transaction history on My OVO, it shows what’s gone in and out of your account! :)

Userlevel 1

Thanks Eva, 

that’s the problem, my monthly statements have been removed so I can’t see the individual transactions, only a summary, which doesn’t add up.

The initial summary was inaccurate it contained gas usage which had already been paid for.

I have no confidence in the amended summary, in fact I know it is wrong but can’t prove it without my monthly statements.

Any sugestions?

Userlevel 6
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That’s odd, @bernie123, you should be able to access the historic statements on your online account. Please reach out to the team, they’ll be able to help with this. 

You can send us a message on FacebookTwitter and our Help centre has online chat! You can reach our team on: 0330 303 5063. Our opening hours are 8am-6pm Monday to Friday.

Thanks! 

Userlevel 1

Thanks Amy, have been told that my statements will not be reinstated as OVO summary is adequate. Summary shows cost breakdown for gas and electric but no meter readings.

Not sure that this is legal.

Think they have something to hide.

Best Regards,

bernie123

Userlevel 7
Badge +2

Can we just get to the bottom of this, @bernie123 

 

When you moved over to the new online account / billing system, your historic statements should’ve been added. You should be able to view these. But since the move (migration) we show daily charges, and a monthly summary. Is it this new way of showing your usage that you’re calling out, or do you not have your old statements to hand?

 

Let me know when you can :)

Userlevel 1

My statements from Nov2017 were removed as part of the process of an erroneous transfer.

After the ET my balance seemed wrong so I thought to check my statements and found they weren’t there. 

I asked OVO why, their response was that they had been manually removed to my account could be cosmetically adjusted.

They supplied me with a "breakdown" of my charges and payments.

On inspection the balance of £1670 was shown to be incorrect

I questioned the breakdown an OVO admitted it included charges for gas which should not have been there.

An adjustment was made down to £1102, figures are from memory but not too far off the mark.

Certainly an OVO ERROR of over £550.

I was refunded £567 1st Non 2019. Which appeared to be closing my account and opening up afresh.

My usage from Nov 2101 to end of April 2020 was £824, a discrepancy of £278.

I believe from correspondence final adjustment took me through to end of Nov, if so the discrepancy was £417.

Consequently I requested my monthly statements to be reinstated.

OVO refused and later said they were kept for “historic” reasons.

I believe I have a consumers right to them.

I would appreciate your thoughts.

BR

bernie123

 

 

Userlevel 1

In normal circumstances if a client is refunded as they were in credit how much would be left in there balance after the refund.

for example someone’s balance was £400 credit and their DD debit was £100 how much refund would they get and what would the balance be after the refund?

Userlevel 7
Badge +2

I’m going to need some expert mod support with this question, @bernie123 - they will get to this on Tuesday/Wednesday and might want your account details via social media/email if they judge we need to raise a ticket for this to be looked into. tbc. I’ll tag them @Eva_OVO @Amy_OVO @Bradley_OVO @Ed_OVO 

 

For now, have a great weekend!

Userlevel 1

Thanks Tim.

I received a refund in  Dec 2017 for of approx £700 after much searching in my OVO statements that weren’t removed and my bank records my OVO account was left in credit to the tune of £11 with my DD soon to follow. Seems to make sense but does not tally with OVO’s summary after the erroneous transfer of my account.

Not sure about access to my account but will consider.

I am happy to screenshot specifics

Thanks,

bernie123

Userlevel 1

Hi Tim,

A question for you.

on my account summary it shows a balance transfer to Orion of -£289 on one line then on the next line a balance transfer of +£289.

My question is was my balance at that time in credit or debit?

See screenshot.

Thanks

bernie123

Userlevel 7
Badge +2

 

My question is was my balance at that time in credit or debit?

 

This is impossible for us to answer, @bernie123 - not only do we not have access to your account, but this erroneous transfer makes it really tricky to even get my head around the concept of this issue. 

 

I’m sorry our subject matter expert Mods didn’t get to this last week. They’ve had a few online account related queries last week after a few issues emerged. It might be time to go down the support route, as I don’t think we’re going to be able to provide a community based answer. We’re on FacebookTwitter and our Help centre has online chat!

 

I would be keen to hear from you as this is worked out and resolved - could you keep this topic updated?

Userlevel 1

Thanks Tim, you’re right it’s very tricky especially when all statements and meter readings for that time have been removed by OVO.

My thinking was that  line 1 shows a negative at that time (-£289.12) so the transfer from where ever it came from had a negative balance ie was in credit.

I will keep you informed as I think this transfer has had a negative effect on my account, ie extra charge.

If I am right and I think my analysis of statements and correspondence from OVO shows that I am right, may well have affected other customers who would also be out of pocket.

Why else would OVO remove all data for 2018 unless there was something to hide.

Thanks,

bernie123

Userlevel 1

Hi,

can anyone confirm what balance remained after a refund. 

Was it zero or was enough left for the next monthly direct debit?

Thanks,

bernie123

Userlevel 6
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It depends on the plan you’re on, @bernie123,  we’ll allow a refund of any credit that’s over 1 month’s payment (or for Simpler Energy customers you can have a full refund), as long as you’ve had a recent bill to an actual reading. 

Thanks! 

Userlevel 1

Hi Amy,

I had a refund of £565 (DD £156), this was after an erroneous transfer had been rectified and asked for opening meter readings at about the same time. 

Would would I be right in assuming the refund would take my balance to zero.

Thanks, bernie123

Userlevel 5

We can’t say for sure as we don’t have access to your account, @bernie123. If you login to your online account you’ll be able to see the balance. 

 

If you don’t have access to your online account send us a message on FacebookTwitter and our Help centre has online chat,  be sure to include your name, DoB and account number so we can check.

Userlevel 1

Thanks Amy.

I have access to my online account but my monthly statements from Nov 2017 till Apr 2020 have been removed.

The refund was Nov2019, no statement available.

I requested a DSAR, which I received yesterday.

No statement for Nov2019

My account got mixed up in an erroneous transfer and I am trying to figure out if my balance was zero when the ET was resolved, Nov/Dec 2019.

Thanks

bernie123

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