I was almost £400 in credit and a further direct debit payment of £125 was taken after I left. I have since cancelled the direct debit to avoid paying two suppliers simultaneously.
Unfortunately nobody at OVO is interested in acknowledging, progressing or updating on emails or complaints. I am now in limbo, waiting for the date where I can make my complaint via the Ombudsman.
It is clear from other entries on the forum that this is not an issue that OVO is serious about tackling, whilst sitting on a large amount of their former customers money.
Best answer by Nancy_OVO
It sounds like your account is still in the 'validation' phase of switching after having joined a new supplier.
During this period, you provide opening meter readings to your new supplier, which they then have to check with us. We make sure they fall in line with your previous reading history, and once agreed, we can create your final bills to the same readings the new company will start billing you from. This ensures you don't pay for any energy twice.
This process can take up to 6 weeks. Your final bills for gas and electricity will be sent separately, and until both have been issued, your account with us is still technically open. We wouldn't cancel your payments from our end until it's fully closed, but you're perfectly entitled to cancel your Direct Debit via your bank once we're no longer your supplier. Once both final bills have been issued, we'll automatically send a refund of any remaining credit in your account, which will be back in your bank account within 7 to 10 working days.
If you've escalated a complaint, the Complaints team will be in touch about this after having looked into it for you.
Hope this helps.