OVO refusing to refund when I'm in credit - why?

If you want more than that back, talk to OVO Support: ​​https://ovoenergy.com/help . They will discuss it with you and if appropriate, process it on your behalf.

I will on Monday when “helpline” comes back on that’s why I’m asking forum members  , not fraud or any other security issue apart from our financial security 🤷‍♂️ work all week then when have free time to deal with these issues can’t talk to a real person ? Zap that security issue ! 
# being punished for being energy careful !

similar properties 150% higher consumption yet DD not altered to show this ?

Easy. I can blast it off into space with Hydro Cannon.

OVO Support is open tomorrow morning 9am to 1pm via Live Chat at https://ovoenergy.com/help . The Social Media Team is also around at weekends and their chats run as async - you can just ping them and then do something else until they get back to you.

Your DD cannot be compared to other properties - doing that is only fooling yourself.

Thought had  to “call “ to get a different refund , and again why show us different properties consumptions ? So therefore OVO is fooling us not us fooling ourselves ? What I know to be certain is that we haven’t been in debit through whole credit crunch either in winter 

or or summer as our credit status shows we just want it back

and our DD be in comparison to our consumption or

at least

to be paid interest on any credit in our account  !

I am in credit by over £600.00 I have tried to request a refund but the app is asking for a meter reading. I am unable to provide this as I am a smart reader user.  Can you tell me how to get a refund via their app, which I have been trying to do.

Refunds of above a certain amount (I think it’s £500) have to be confirmed by customer support after a current meter reading had been provided.

Is there a particular reason why you cannot take a reading from your smart meter?
(Is it locked in a cupboard that you can’t access or something like that?)

The reason is that I have a smart reader hence the fact I cannot provide a reading as they say they have a reading via this method.  I don’t recall this happpening in the past . The last time I requested a reading I just tapped the refund button without issues, unfortunately OVO Energy are putting barriers in the way again.

Hey @Wiseman65,

You can find more information on the refund process on the following article:

• FAQs on applying for a Refund from your OVO account Tutorial

“If you’d like more credit refunded you can contact our Support Team who can initiate refunds up to £2,000. If the refund is over £599, we will need to check the account has been billed to smart reads, or actual meter readings if your meter is still traditional, and request photos of the meter.”

You can also request a refund through Whatsapp or our Social Media teams:

Whatsapp - 0330 175 9695

Social links -
https://www.facebook.com/ovoenergy/

https://x.com/ovoenergy?lang=en

https://www.instagram.com/ovoenergy/?hl=en

I hope this helps! 

I was actually £2,000 in credit so I rang up to request a refund, but after an interminable wait I was told I wasn’t entitled to a refund as there was an error as they”hadn’t connected me properly”. It wasn’t explained at all, I was told they’d raise a complaint. But i received no acknowledgement of an investigation or anything.

I have provided regular readings and the consumption seemed to be as you’d expect - ticking over each month. By the end of the call I was now down to £1500 credit, with no explanation where the £500 went to. Luckily I had earlier downloaded my September bill which shows the higher amount as well as the new ‘adjusted’ bill.

I’d just like some explanation, maybe an email saying it’s being looked into and a refund please. 

Hugh

Good evening @Hubiegas ,

I’m sorry to hear this, but we can’t arrange that here. Please see https://ovoenergy.com/help and https://ovoenergy.com/feedback .

But I’d say fully check your online account first and especially the billing history there - the refund might already be on the way.

Thanks Blastoise186, I wasn’t expecting you to organise it, just wanted to know if this happened to others or if someone might be able to shed light on it. 
 

I have looked at my account, but can’t see anything that might explain it.

It’s a rare situation, but the system leaves logs behind so it should be possible to trace whatever happened to those funds. IIRC they cannot leave the account without leaving some kind of marker behind.

Definitely let OVO Support know about this ASAP - the sooner you do, the easier it’ll be.

It depends how much you wanted to have refunded. First-line support agents can authorize up to £500, but anything more needs higher authority. It sounds as if the agent was trying to get this but failed to get through, so you’ll probably get the £500 in a few days and the rest when whoever you talk to next manages to get authority.  

You would normally get an email pretty quickly telling you that ‘your refund’s on its way’.

Hi @Hubiegas,

I’m sorry to hear this. 

It seems our forum volunteers have already given some good advice here. 

Unfortunately we don’t have access to your account via the forum so it would be best to contact our Support team so they can look into this further.

These threads may also be helpful:

• FAQs on applying for a Refund from your OVO account Tutorial