How do I get a refund from OVO when my account is in credit?

Does anyone have any tips on getting a credit balance refunded?

Hi @sidpotato,

Make sure to check out your forum private messages as our Forum_Support team have sent you a message to offer some help. 

Private message says “someone is dealing with it”. There is no evidence of this - I understand the matter was escalated on 9th August but as of last week it had not been assigned to anyone and no action had been taken at that point. Refund applied for on 14th July. No refund received as of today, 30th August. Was supposed to take up to 10 working days. Please confirm if the matter has been assigned to someone to deal with. 

hi i have a smart meter and have been trying to get a refund but it keeps saying i haven't sent a reading thought it was sent automatically you carnet get threw if you ring  msg service is unavailable  if i owed OVO or any company money they would be straight InTouch thinking of cancelling DD    

Hi @daisydog09 ,

Actually there’s an easier fix for this. Simply submit a meter reading for today via MyOVO, and you’ll then be able to request a refund within 15 minutes.

As for the Smart Meter, let me know if you’d like help with diagnosing it. I’m a forum volunteer though, rather than an employee.

Did you get this refund sorted, @daisydog09? If your smart meter isn’t communicating with OVO remotely for 5 days in a row, it will be possible to submit a meter reading here: https://account.ovoenergy.com/meter-readings

If the meter is sending us your readings, a refund should be possible online here: https://account.ovoenergy.com/payments/refunds/not-eligible?reason=BalanceWouldNotExceedDirectDebitError

Our Support team are on hand if you think there’s something strange happening with a functioning smart meter not being picked up by your account. 

Hi

I bought a property on 28 nov 22 & swapped supply to ovo. I arranged that a smart meter was fitted 19 jan 23. The house is an empty shell & no electricity was used between these dates, The old meter confirms this. I paid estimated charges for this time which was fair enough.

I was advised that the usage charges would be refunded a few weeks after the smart meter installation. This did not happen so I called to ask why,  I was instructed that I had been refunded but the ovo operator could not tell me when it happened or see the funds in my account, just insisted it had been refunded.

How do I send ovo a detailed resume of my account & highlight the funds which have not been refunded?

Hi @Vamatex ,

You don’t need to send anything. It’s all recorded on the account itself and the Support Team can access that.

Try https://ovoenergy.com/feedback in this case.

Hi Blastoise186

I appreciate your response but the link does not allow me to send an email. I work during the live chat hrs & the relief of finally getting through on the phone was quickly followed by dismay as the operator could not understand my issue.

I fully understand that ovo will have all the information but I feel that if I could send a detailed timline along with timestamped photos of the old meter then I might have more success.

The old meter reading were sent by myself on the required dates. The meter fitter also noted the reading on the fitting day, he also noted it on a card attached to the new meter.

This should happen as a mater of course  rather than me chasing my own funds.

I have 2 accounts with Ovo & promoted them to family & friends. Its disappointing that they have now let things slip.

I recognise your account name from previous issues are you an ovo employee?

I also see they are now 13th in the satifaction league!!!

Thanks 

Vamatex