My balance is around £400 in credit, my annual usage is around £1000.
My most expensive winter bill was less than my monthly DD.
Why do you refuse to refund?
Cancel That... Ive just persuaded it to give me £300 back
Solved
How do I get a refund from OVO when my account is in credit?
Best answer by Anonymous
Updated on 14/08/25 by Abby_OVO
Sorry to hear you’ve had some trouble when requesting a refund via your online account or OVO app (download for Android or iOS). 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 on the online account:
On the app, you can do this via the Bills section and then ‘Request a refund’.
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 on this great guide:
If you’d like more credit refunded than this, you can contact our Support Team who can initiate refunds up to £2,000. Please note, if the refund is over £599, we’ll need to check the account has been billed to smart/actual meter readings 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.
Hope this helps get that important credit back to you! 
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Thanks for the reply Blastoise, I overpaid by card a while back because I was not paying by DD (because Ovo messed up my DD years back). Thanks also for the complaints link - I will check that out!
+8- Super User
You’re welcome.
The main reason I say NOT to use a lawyer is because Civil Procedure Rules are a thing - you must go through all other options first. Since the Energy Ombudsman is a thing, you have to prove you went via them before you use the courts. The Ombudsman can resolve 99% of cases anyway at no cost to you, so it’s a better option if you have to escalate beyond OVO.
+4Hey
I’m really sorry to hear you’ve been having some trouble getting that refunded, though I’m really glad to see Blastoise186 has already stopped by with some really helpful advice and resources for you here.
Hopefully that has helped you make some progress here, I’ve linked below to a couple of helpful topics which may also be of use:
The Support Team should be able to help with this, though I know that’s been a struggle so far, but they 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.
Do let us know how you get on.
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OVO Energy Ltd, registered office 1 Rivergate Temple Quay Bristol, BS1 6ED, company no. 06890795 registered in England and Wales.
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