How do I know if I’m entitled to a refund?

  • 13 April 2018
  • 7 replies
  • 754 views

Userlevel 7
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Here’s a quick checklist so you know if a refund is possible or not:

Have you had a recent statement (within the last month)?

Have you submitted readings for your most recent statement? (if you have smart meters that are sending us your readings remotely for every monthly bill, you won't need to submit them)*

Do you have more than 1 month’s Direct Debit in your credit balance?

if it's: yes, yes yes, then you can get any of this excess credit refunded!

All of these checks can be completed via My OVO, and you can initiate the refund via My OVO as well: http://ovoener.gy/myovo

*Please note that if you're being asked for meter readings when applying for a refund, but you have a smart meter, it might be that you haven't had a recent statement or one of the meters isn't sending us your readings - email us to check: hello@ovoenergy.com.

7 replies

I cannot get a refund until I submit new meter readings and receive a statement. I have a smart meter so how does this work is it a glitch? Can you give me a date when a refund will be permitted in the month?
Userlevel 6
Badge +4
I cannot get a refund until I submit new meter readings and receive a statement. I have a smart meter so how does this work is it a glitch? Can you give me a date when a refund will be permitted in the month?

Hi @Esined,

I've moved your post onto this topic where yo ucan find more information about requirements for a refund. Let us know if you need any more help!

Nancy
Shocking, I requested a refund ( I have more than a Monthly payment in credit), the app tells me to send a meter reading and wait for my next bill, puzzled about this as I have a smart meter, why wait for the next bill too.....
Come on OVO sort this!
Userlevel 6
Badge +4
Hi @PBowler,

I've moved your post over here. As Tim mentions in the first post at the top - if you've got a smart meter and an up to date bill but you're still not able to process a refund, there's a possibility the meter (or one of them) is struggling to communicate with us. Drop the team a message on Facebook or Twitter so they can check it out for you. Be sure to include your account number, full name and DoB.

Cheers

Well, OVO now take money from your balance daily, apparently, it helps you somehow?

On the 8th they predicted my use to the 12th and, stating I have a refund on the 12th took that from my balance.. Saved them a penny interest I suppose. Shame that it gets to the 12th and still no refund.. Anyone like the ‘grab quick release slow’  system, it seems to me, that they have..?

How is it reasonable for OVO to take money from my balance last week and state it is for a refund but the money still hasn’t found its way to my account. BAC payments are pretty near immediate when it comes to transferring money from one account to another and usually done on the 3rd day of the process. Surely my balance should not be debited until the day the payment goes through . It seems OVO are quick to grab money but somewhat more reluctant to release it. Does anyone know if the complaint process is any good at waking them up? 

Userlevel 6
Badge

I’ve moved your post here,@lepirate, the above topic covers the refund process. 

It sounds like you are on our newer billing platform as you mentioned you can see your daily balance, this hasn’t changed how refunds are done. When a refund has been initiated it will be deducted from your balance, but can take 5-7 working days to meet your bank account. 

I’m not too sure what you mean regarding the prediction of your usage between the 8th and the 12th, but our team would be happy to look into this. 

You can send us a message on FacebookTwitter or email the team on hello@ovoenergy.com.

You can find details of our complaints procedure here: https://www.ovoenergy.com/feedback

Thanks!

 

 

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