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Why is "Sorry we can't give you a refund" message displayed when I've had a recent statement with readings?


Hi can someone help me with this? Something is not quite right.

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Best answer by Tim_OVO 13 July 2018, 16:48

@Cleland all the criteria for a refund looks OK: a recent statement to recent readings. My only guess is that the statement is only for either gas or electricity, so we haven't had a recent statement for the other fuel. Or lastly, the refund amount is too big: you can only get a refund on any credit that's over 1 month's payment, if you're in a fixed contract. Check both of these things here and give us an update: http://ovoener.gy/myovo.

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Userlevel 7
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@Cleland all the criteria for a refund looks OK: a recent statement to recent readings. My only guess is that the statement is only for either gas or electricity, so we haven't had a recent statement for the other fuel. Or lastly, the refund amount is too big: you can only get a refund on any credit that's over 1 month's payment, if you're in a fixed contract. Check both of these things here and give us an update: http://ovoener.gy/myovo.
My account is in credit by nearly £2000. I would like a refund but I have to await the arrival of a statement by post first and there is no mention when this might be sent. I submitted the meter readings on line today and this reading is lower than the last estimated reading.
There appears to be no reason why the refund cannot be undertaken immediately. How long do I have to wait?
Userlevel 6
Badge +2
I think you've hit the nail on the head there, @jaag. It sounds like estimated readings may have got in the way of this and sometimes, even when readings are taken from a smart meters, sometimes they can show as estimated. This may have thrown the system off a bit. I'd advise getting in touch with the team on Facebook, Twitter or via email (hello@ovoenergy.com) - they'll be able to look into your account and advise you of what's happened and what they can do to fix it.

Thanks,
Lucy
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