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Updated on 05/12/24 by Emmanuelle_OVO:
 

Before we allow a refund of any credit you’ve got in your OVO account, we first need to make sure that your account balance is accurate.

 

If you don’t have a smart meter, make sure you’ve submitted a meter reading in the last 28 days. If you’ve done this and are at least three month’s direct debit amount in credit, you can then ask for a refund via the ‘Payments’ page of your online account or OVO app (download for Android or iOS):

 

You can apply for a refund of up to £500 online and the balance will return to your bank account in no more than 10 working days (in most cases it will be within 4 working days). Find out more about requesting a refund online here.

 

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. 

 

If you’re on a fixed rate tariff, you’ll still be required to keep one month's worth of direct debit as credit in your account. If you’re on the Variable tariff you aren’t required to leave any credit on your account, although it is advisable.

 

How can I apply for a refund on my online account or OVO app?

 

 

Notice you’ve been building up some credit on your OVO account and want some back in your bank account? You can now request a refund of some of this credit yourself by logging in to your online account or OVO app (download for Android or iOS).

 

Step 1

 

Click the ‘Payments’ menu option to the left of the Homepage.

 

 

Step 2

 

Scroll down until you see the ‘Refunds’ section

 

 

Step 3

 

Click the ‘Find out how to get a refund’ button

 

 

Step 4

 

Here you’ll be able to check whether you can apply for a refund currently, if it’s possible you can click ‘Apply for a refund’

 

 

Just enter the amount you’d like refunded up to a maximum of £500 (making sure there’s still at least three Direct Debit amounts remaining in credit). If successful you’ll see this confirmation page

 

 

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.

 

How often can I apply for a refund?

 

For technical reasons we can only process one refund request for every 24 hour period so if you’ve made a mistake or need to make another refund request you’ll need to wait 24 hours.

 

I’ve just received my monthly summary and see I’m in credit - Why has my refund request failed?

 

Before we allow a refund of any credit you’ve got in your OVO account, we first need to make sure that your account balance is accurate.

 

If you don’t have a smart meter, make sure you’ve submitted a meter reading in the last 28 days. If you’ve done this and are at least one month’s Direct Debit amount in credit, you can then ask for a refund via the ‘Payments’ page of your online account or OVO app (download for Android or iOS) - 

 

 

If you’re seeing an error message when you believe you’re eligible for a refund, reach out to our Support Team who can investigate the issue and apply for the refund manually if possible.

 


Where’s my final refund?

 

Usually when you switch suppliers, we’ll receive the information we need from your new supplier and issue a final statement within 6 weeks of your switch date. If you’ve got a credit balance, once the final statement has been issued, this’ll be automatically refunded and be back in your bank account no longer than 10 days after you get the final statement.

 

More info on this process in the video below.

 

 

 

Occasionally a final statement might be delayed which means your refund may take longer than expected. If you’ve still not received a final statement and it’s over 6 weeks since your switch, reach out to our Support Team, who can check what’s caused the delay and may be able to offer a partial refund in advance of your final statement.

 

Hope we’ve covered all your refund queries!

 

Got a question not covered by the FAQs? - Comment below and our community members may be able to offer some more advice.

 

That refund will probably be sent back to OVO. You’ll need to talk to Support for this: https://help.ovoenergy.com .

Tried that 10 minutes n hold - spoke to someone who then put me on hold for a further 1 minutes before the call was disconnected. 

Try Live Chat, it’s faster: https://help.ovoenergy.com .

Hey @mgrant,

 

Sorry for the issues you’re having, 

 

Is the refund from a previous account that has been closed? If this is the case, the refund will bounce and then a cheque refund will be issued. 

 

We may have a direct debit set up on your new account but we can only issue refunds to bank accounts that have been opened on an account (your old and new OVO accounts are separate). So unless you set up a direct debit for £1 with your new bank details on the old account, the amount will be refunded via cheque. 

Hey @Bunion,

 

Really sorry for the issues you’ve had,

 

The following need to be met for a refund to take place if you are initiating the refund yourself online, you need to make sure you have been billed to an up to date meter reading so that the balance is correct:

 

Self serve refunds

 

Customers can request refunds up to £500 via the OVO Energy App. They must match the following criteria to request a refund online:

  • Have an active Direct Debit with at least one payment received from that bank account
  • Request a refund of over £5
  • Request a refund up to £500
  • Leave a remaining balance of at least one month's Direct Debit
  • If they don't meet the criteria an error message will be displayed

 

 

In regards to your other issue, I think it might relate to the following:

 

We’ve seen a few examples of repeated failed Direct Debit payments being incorrectly credited onto customers’ accounts - this has only been impacting the 5th and final failed DD attempt.

This means these customers’ accounts may not accurately reflect their actual account balance, and we’ll be removing any incorrectly applied credits.

 

We don’t have access to your account on the Forum so I can only make assumptions based on the information provided.

 

I hope this gets sorted for you soon. 

The issue is that the confirmation email said the refund would be paid to the account from which the direct debit is taken. So why did OVO try to send it to an inactive account rather than the one I use to pay from each month?  
 

I look forward to receiving my refund somehow, sometime soon. 

Has anyone else happened to try the online Refund page of My Ovo?

Yesterday all was well and I was thinking of applying for the surplus today only to find that I can no longer apply as:

“It looks like you haven’t sent us any meter readings in the last 28 days, so your balance isn’t up to date.”

Funny, the previous page has all my smart meter readings and my latest bill to date so I am hoping this is only a temporary glitch.

Hey @Chris D. ,

Support can override if needed. Have a chat and they can set up a refund for you: https://help.ovoenergy.com .

Have you tried contacting support recently?

I was simply hoping it was a glitch, one of many Ovo seem to be having lately, but if no one seems to be having the same problem I will form a queue on the phone!

I have actually. Live Chat gets me through in a matter of seconds

Hey @mgrant,

 

Sorry for the issues you’re having, 

 

We wouldn’t send a refund to a different OVO account, a refund would be issued to the direct debit details that were on the account. So in this case, we’re refunding your old account, the direct debit details are no longer valid so your refund will bounce and we will issue a cheque instead. 

 

If the refund is from two years ago and you’ve had an email about this, I’d advise contacting the Support Team back to either set up a direct debit for £1 on the old account, so that refund can be issued to your new bank account details, and then the direct debit will be cancelled. Or give your new address so we know where to send the cheque to. 

 

It is not possible for us to pay an amount owed on one OVO account into another OVO account and then refund it. 

 

Hope this helps. 

Hey @Chris D.,

 

Really sorry to hear this, 

 

I’ve not heard any other reports of this issue, so I think it may be account specific. If you’re able to report back to this topic when you find out what the issue is, it may help other Community Members. 

 

If I hear any updates on this internally I’ll let you know. 

 

 

This shows a complete lack of understanding. You tried to send the refund to a bank account that OVO has not used for over two years. You tried to send it to an account which the direct debits do not come from. This is an extant refund. I don’t know how I can make this any clearer. OVO do not seem to be following their own processes nor accepting that this issue is likely to cause stress to the customer. 

Hey @mgrant,

 

I’m sorry, we don’t have access to your account here on the Forum. I assumed that the refund was from your old closed account. I didn’t realize the refund was in relation to your new account. In which case it is very unusual that they’ve attempted to refund it to an old, closed bank account when you have a current, active direct debit.

 

Please contact our Support Team they should be able to re-issue the refund or issue a cheque, whatever is preferable to you. 

I am in credit and used to be able to regularly request a refund from the app or online.


Now the app says “There’s a problem, please call...” and I have searched high and low for the option on the website.


Am I going mad or has OVO added some hoops to requesting a refund? 

Works for me on Dewott: Android 14/Samsung One UI 6.1.1 & App v19.3.2 w/ CodePush v481.

Either way, https://account.ovoenergy.com/payments/refunds should do it.

After I posted this, I found the blinkin’ ;-) page, still won’t allow a refund online though. 

Got my refund using Web Chat. 

Hey @Sealink,

 

I'm glad you managed to find it, and the team on Web Chat could arrange this for you. There are a couple of occasions where you might need to speak with a member of the team to arrange a refund. If you have a larger credit balance on the account (over £500), then a meter reading would usually be requested so we can ensure your balance is up to date, and a refund wouldn't leave the account in debt. ​

 

You can find more information on refunds here:

https://www.ovoenergy.com/help/article/refunds

 

I hope this helps! 

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