Account closed with no communication — concerning when OVO owes me £300+

But being fair:

We regularly get posts here from those switching away asking why their account has not been closed immediately (and so their next DD is sometimes taken by OVO and has to be refunded).

I'm guessing that they have closed your in-credit account to prevent that from happening?

So it seems like a no-win situation for OVO;  and that if they do - or if they don't - close the account immediately then someone is not going to like it and complain.

This means that you’ve started a switch to another supplier. What happens next is entirely in the hands of the new (‘gaining’) supplier, and there are specific steps to be followed which vary a bit from one account to another. Normally, you’d expect the gaining supplier to send a specific notification to the losing supplier (OVO in this case). If the notification doesn’t follow the precise rules laid down, then the actions triggered at the losing supplier’s end may not be precisely as they should be. For example, closing down the owner’s account takes place, but the ‘Sorry to see you go’ message isn’t generated. 

The behaviour you’ve seen isn’t necessarily OVO’s fault. Have you come to any harm as a result of not seeing a notification of an event that you know has taken place?  

Thanks for the replies. I understand the switching process and the DCC timelines, and I’m not expecting the final bill to be instant.

However, the specific issue I experienced yesterday — where my account effectively vanished and the app treated me as a brand‑new customer — clearly wasn’t part of the normal switch‑out process. Today the account is visible again, shows that I owe nothing, and displays my full credit balance, which confirms it was a temporary backend glitch.

Given that OVO is still holding over £300 of my money until the final bill is issued, I think it’s reasonable to expect some clarity around what happened. Losing access entirely, even briefly, is unsettling in that context.

It would be helpful if someone from OVO could confirm whether this “account disappeared” behaviour is a known issue during the switch‑out process, or whether it was an unintended glitch. Even a brief acknowledgement would go a long way in reassuring customers who are still waiting for their final bill and refund.

Steve | Ex‑OVO | Current Status: Visible again | Credit Balance: £300+ | Backend Glitch: Confirmed

Morning ​@croninsfc, I hope you’re well.

Thanks for reporting this issue - we appreciate this sort of feedback. I’ve passed this on to our Product team, and will let you know if they come back with any further information. I haven’t seen any recent reports of customers saying the same, and I think this would be a momentary issue. If I hear anything different I’ll let you know.

I hope the switch goes ok and the final statement comes soon - it normally doesn’t take too long, but the maximum timeframe is six weeks. It’s usually a lot quicker than that. 

You’re more than welcome to continue participating on this Forum once you’ve switched, and let us know if you have any further questions. Cheers!

​@croninsfc our Product team have confirmed there was an outage yesterday, and this will have been what affected your app. I hope this helps.

Thanks for the update ​@Ben_OVO