How can I claim a refund before a bereavement?

Hi ​@Languedocchris ,

Generally, if you move out you can simply use the Moving Out tool in MyOVO (or get in touch with the Support Team) to close your account - any remaining credit left after the Final Bill is paid off gets refunded automatically to your bank account within six weeks of doing so. This would also terminate the Direct Debit. You will NOT pay any Exit Fees for this.

If you pass away, the executor of the estate can get in touch with OVO’s Bereavement Team to discuss options. If they choose to close the existing account, the same rules apply as if you were moving out. Even if a bank account is frozen for this reason, OVO has the ability to issue refunds to it anyway - banks don’t usually prevent money from being refunded to a frozen account, they’re more concerned about restricting outgoings.

When Executor(s) apply for Grant of Probate then all Direct Debits, payments automatically cease, but as ​@Blastoise186 has said funds, refunds can be paid into accounts. The Executor can contact OVO to take control of the account to stop the supply at a suitable point. Supply will continue until it is legally ceased in case there is any equipment running like fridges, freezers etc that need to be emptied beforehand. If you have any further questions ask on here or speak to the OVO team.

Peter 

Just to reassure you. My sister recently passed away and I am an executor of her estate. I rang Ovo to ask how to proceed, I was put through to the bereavement team, gave them her account number and address. The first thing they did was flag the account as a bereavement. They were extremely kind, checked the account and found it to be in credit, then went through the process. They took my name and address as the executor. They even offered help by way of someone to talk to if I wanted it.  

Once we had finished clearing out her home I took a meter reading. I gave the team a call and as it was a smart meter they checked and the final reading was the same as I had. They then closed the account and I received a cheque, made out to me, for the credit balance a few days later. All in all it was a very painless experience and I can't fault Ovo at all, in fact they were very kind and helpful.