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ic31420
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March 17, 2017
Solved

How do I get a refund from OVO when my account is in credit?

  • March 17, 2017
  • 81 replies
  • 31967 views

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

Best answer by

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:

 

Exact appearance may vary

 

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! :slight_smile:

 

OVO member but not got a smart meter yet? - Book today!

 

Interested but not yet an OVO member? - Check out our plans!

81 replies

Show previous replies
Blastoise186
Super User
Blastoise186Super User
Super User
June 30, 2024

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

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
M
Newcomer
Millie
Newcomer
June 30, 2024

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.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    June 30, 2024

    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.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Firedog
    Super User
    FiredogSuper User
    Super User
    June 30, 2024

      

    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?

     

    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 ...

    Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    Shads_OVO
    Retired Moderator
    Shads_OVO
    Retired Moderator
    July 1, 2024

    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.

     

    J
    Newcomer
    Jendut
    Newcomer
    July 1, 2024

    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 

    Shads_OVO
    Retired Moderator
    Shads_OVO
    Retired Moderator
    July 2, 2024

    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.

    M
    Newcomer
    Millie
    Newcomer
    July 2, 2024

    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!!

    V
    Rank 4
    Vamatex
    Rank 4
    July 2, 2024

    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

     

    Shads_OVO
    Retired Moderator
    Shads_OVO
    Retired Moderator
    July 3, 2024

    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.

    Show more replies
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