What do you mean by that? It’s quite a harsh claim to randomly make if you don’t provide context

Hi Gwim,

Great news for you is that Octopus has nothing to do with Ovo and its owner Fitzpatrick.

So far Octopus appears to be fantastic with a great bloke at the helm, just what I thought about Ovo 3+ years ago when I moved away from Bulb despite the 2 year fix deal with Ovo being slightly more expensive. I did this thinking inflation might begin to rise (and encouraged to do so) to help erode the covid debts. This happens after dramatic events such as world wars etc….history books don’t tend to lie.

Octopus is probably top of my list at present but… isn’t everyone thinking the same thing. They have just bought Bulb’s 1.5 million customers. Wasn’t Ovo great until they bought SSE’s 3.5 million customers? I thought so. It would certainly be refreshing if Octopus didn’t go the same way wouldn’t it.

I would still greatly appreciate an update in the future concerning your returned credit balance, I know how long its supposed to take, how long will it actually take Ovo?

Due to a bad injury I have plenty of time on my hands for the foreseeable future and shall be having a good look at Octopus. I already know enough about Ovo that I don’t think wise to post here. I can of course guide you to such info but not via here.

I wish to defend Blastoise some what as he certainly spends a lot of time on here helping people which is nice. I do not think he works for Ovo, he sounds far too intelligent. Fitzpatrick’s father in law maybe, only joking, mad world??!! I would prefer to wait until nearer April 2024 to move with a token gesture credit balance left for personal reasons, I just hope nothing dramatic happens to Ovo between now and then. My fixed deal ended in March so I would just end up on variable elsewhere with my balance protected, no problem. It will be interesting to see who buys Shell Energy.

Regards

Padster

Up to 6 weeks for a final bill. Then up to the 10 days for any credit refund following the final bill. So not 10 days from the switch date. 

https://www.ovoenergy.com/help/leaving-ovo

These are industry standard times that all suppliers have to meet. 

Miss either of them and £30 compensation is normally automatically due. 

I’d like to offer my apology to you, @Gwim, for the experience and misadvice regarding this refund. In short: it’s correct that we may ask for meter photos if your refund is about £500 but this can be sent over a web chat and a refund organised in the same chat. No need to email. If you’re in a fixed contract you do need to leave 1-3 month’s credit in the account. If you’re on a standard variable tariff which we call ‘Simpler’, you can get every £ back. 

I’m aware that you’ve already switched so you’ll be getting a full refund soon, once that final bill is sent. It may be much quicker then 6 weeks but that’s the maximum time unless there’s an issue with the reading used etc. 

Your most recent comment has been removed as it didn’t fit with our house rules. You can find these here:

Hello Darran,

How long does it take to ‘audit’ a customer’s account to be sure the customer has made correct and accurate payment that correspond to the amount requested for refund?

Firstly, it is better to readjust your DD payment to suit your usage and then manage your account properly so your overage wont be too much.

It’s actually better to let things run in autopilot. The more you try to fight the system, the worse the result will get. As for your other question, I already responded on your other thread. I’m afraid Darran will never respond as he no longer works for OVO.

My smart meter provides info which results in accurate bills -or does it?

When I applied for a refund recently, I was told my smart meter was not working so I could not get a refund unless I gave a meter reading.

Just afterwards my monthly bill was issued with no reference to it being an estimate?

Modern meters are very difficult to read- digitised readouts are shown for 2 seconds then back to a loop of info. very irritating!

Hi @jimwuudy , what sort of meter do you have? I only ask as ours has the current reading on screen all the time and if I need to press to get the backlight it stays on for around 45 seconds. 
I always thought the old meters were more difficult to read, looking to see if the number was inline or moving to the next digit. 
You should be able to see any meter readings in your account 

https://account.ovoenergy.com/meter-readings
These are marked if estimated. (There is a box to untick to see estimates)

On refunds, a few have seen the ‘need a meter reading’ message where they know there are already readings provided so perhaps it’s that
 

Hi, many thanks for your reply, my meter is very modern & very small, it doesn’t show readings unless the zero button is pressed 

after which you have 2 seconds to write down the info!

My main query is how can Ovo claim that my smart meter is not working when at the same time on my usage shows a daily measurement to 2 decimal places all of which are different?

Hey @jimwuudy 

Sorry to hear about this issue.

It’s a little tricky to tell what’s happened with the readings as we don’t have access to the account here. The Support Team will be able to check and see the connections with the meter and check any readings we do have. They’ll also be able to process a refund for you then if there are meter readings on the account within the last 28 days.

Check out more on Refunds in this handy topic below:

Managed to resolve my refund issue with chat adviser Amy, although why the different daily usage figures were not flagged as estimates remains a mystery.

I would have thought estimated daily figures would be the same?

Anyway, thanks to all for the posts it’s a pleasure to have access to humans!

Has anyone requested a refund & got an email to say it will be in your  bank account within 10 working days dedicated the amount from your ovo account then not received anything?

Hi @Millie ,

First solution you should try: Give it a few more days just in case the banks are being slow

Second solution you should try (if the first one fails!): Let OVO know via Live Chat at https://ovoenergy.com/help .

I did the live chat & they said they could process a refund but I tried to say to them it has already been taken out of my ovo account on 18 June (on my bill) I just haven't had the money in my bank. 

In that case, it HAS NOT yet been 10 working days - please wait until this Friday.

I requested the refund on 14th June which I got an email to say it would be in my bank account WITHIN 10 working days, my ovo account deducted the money on the 18th so I have actually waited 10 working days from their email.

Then I’d expect the payout will land in your bank by 10pm tomorrow.

As mentioned, if it doesn’t do so by this Wednesday, please let OVO know.

Yes, we’ve seen a handful of cases like this in the forums. I think in every case, it turned out that the refund had indeed been made, but to a bank account different from the one the refundee was expecting it to land in. Is this a possibility? Has the bank account your Direct Debit is paid from ever been changed? Please check any other accounts you may have ...

Hi @Millie,

I’m sorry to hear this. I can see our forum volunteers have already given some good advice on this. 

If the refund doesn’t arrive in your account by the end of the working day today (as this is 10 working days from when the money left your OVO account), I’d advise reaching out to the Support team so they have have a look at the progress of the refund for you. 

Please keep us updated.

Yes ! I requested a refund of £400 on 6/07 and received an email stating 10 working days which is today . After a conversation online on Friday she had me down to bank with a transaction ID and as suspected they couldn't help. Then i phoned to be told wait till Monday and call if i haven't received . Phoned again today and guy has put a claim to payments dept and doesn't know how long it will take to hear from them. Have had no end of problems since ovo changed from sse 

Hi @Jendut,

I’m sorry to hear of the problems you’ve been having. 

Please let us know if you’ve not received a response from our Payments team within the next 3 working days.

I've spoken to them today & been told they are having problems with their bank (they took my direct debit yesterday with no problem) & they have said it is going to be another 10 days!!

I have 2 accounts which have excess funds so I tried to refund some of the cash. On the android app linked to both accounts I have hit the same issue, I can't refund as I'm the app says  that my reading are not up to date but I can't update my reading as I'm being told they have already been updated today.

??

I have historically had refunds with no issue.

Sincerely 

V

Hi @Millie,

I looked into this and found that refunds requested from 14th-17th June have been delayed by an internal issue and we’re currently working to fix this as soon as possible. I apologise about the delay with this. 

Hopefully it isn’t another 10 working days, but we have to give this timeframe as it is usually the standard one for refunds. 

Please keep us updated.