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Where's my final refund?

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My new provider has supplied the final meter reading and I am still waiting for my refund. I haven't received any communication about this, can someone please tell me when I will receive this?
Userlevel 6
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Hello @arianneedwards

If I am reading this question correctly. You have left OVO to a new supplier? If so, If you read T&C on OVO website you will see the following.

[h5]How do I close my OVO account and get a refund?[/h5]
You’ll need to begin switching to another energy company and they’ll let us know you’re leaving. Once you’ve switched, we’ll then send you a final statement within 6 weeks. If you’re due a refund after we’ve sent your final statement, we’ll pay it into your bank account within 14 working days.
I am changing over from OVO to Octopus from 28/2/19 I have given my gas meter reading to OVO and my new provider but unable to give electricity reading as the electricity is a smart meter and I have received my statement for Feb but it only shows my electricity charges for Until 20th Feb .So why no gas charges. I also have a lot in credit and would like a refund once my gas charges for gas up until 28/2/19 are taken .can you please let me know when this will be sorted .
Userlevel 6
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Hi @Frankiebabe - this topic thread has loads of info on final refunds and time frames!
still waiting for refund. today is 08/03/19 i left on the 31/08/18 they have had final meter readings.told to wait 6 weeks did so phoned back told to wait 12 weeks phoned back then told not had final meter readings phoned my new supplier they said they sent a d86 on the 2nd of october so ovo have had the final meter readings from the start,whats going on totally disgusted with the service i have received so far

it has now been well over 6 weeks since I transferred my electricity to another supplier. The date that the final statement was due has long past. Is it a case of you try to keep the money for as long as possible until you are pushed to supply a refund?

Can somebody please investigate.

kind regards
Userlevel 6
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still waiting for refund. today is 08/03/19 i left on the 31/08/18

It sounds like a big delay, related to missing info from your switch @andrea 202

I'm so sorry to hear about this, and I'd really like to hear this getting sorted. Please email in or call us so we can sort it once and for all!

Samw situation for you @Gregwallace - please reach out so we can help!
0330 303 5063
I changed supplier from ovo on the 6th of March. I have a smart meter and my readings are up to date so ovo have my final readings.

Based on my final reading, I was £15 in credit but then on the 8th March ovo took my DD of £145 which I was half expecting. And then they took another £145 on 8th April.

I am now £305 in credit - money which should have been paid off my credit card - and ovo have all the readings they need but there is no option to request my money back.

They say they'll refund it automatically within 14 days of getting readings the readings they need but clearly they have not done so, and they keep taking more money!

How can I initiate a refund?
I have left OVO and have a credit balance of around £79. I understand that it can take up to 6 weeks, and that time is an industry standard, to get my money back, could I ask why it takes this long to process it ? Could you also confirm you will not be taking any direct debit payments in this time as you seem to have taken 2 since I have left you.
Thank you for a speedy response.
Userlevel 3
The topics above, @Lathaj, will answer your query.

Check out @Darran_OVO and @Transparent's answers specifically.

Please feel free to cancel your Direct Debit now, we will still be able to issue a refund of any credit due.

Amy_ovo My bank will not allow me to cancel a direct debit as you are in control of it.
Userlevel 7
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Hi @Lathaj

You can always cancel a Direct Debit. It is set up because you signed a Mandate giving your bank consent to allow your account to be debited. Their contract is thus with you, and you can retract that Mandate whenever you want.

Please also note that it is entirely the responsibility of the Receiving Supplier to handle all aspects of the Switch process.

The Relinquishing Supplier will only refund your account credit once they can issue you with a Final Bill. They can't do that until they receive the relevant Notifications from the two National meter databases, ECOES (electricity) and Xoserve (gas).
Userlevel 3
I hope you've managed to get this cancelled, @Lathaj.

@Transparent's answer above is absolutely correct, you can cancel a mandate with your bank at any point.

I switched from Ovo on the 18th April. My account was just over £113 in credit. In May, after the Switch, Ovo took another payment from my bank account! So now Ovo has just under £150 of my money,
A phone call to Ovo did not resolve this, I have now paid two companies for electricity this month, and as I live on a modest pension I cannot afford this.
I want my money refunded!
I have moved to a new supplier and due a refund. This refund should have been automatically sent to my account. Olease advise.
Userlevel 4
Take a look at the best answer for more info on this, @SteveLeyland!
Userlevel 7
Badge +2
Hi @SteveLeyland
See also what I wrote here about the Notifications system which occurs during a Switch between suppliers, and the timescales involved.


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