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

We’ve had cases before on the Forum where folks wanted to take out giant refunds. Given the impact it can have on the account, I like to give them a moment to consider whether it’s definitely the right move.

Not trying to stop anyone if that’s truly what they want, but taking a pause to think it through never hurts.

I’m also curious what the impact would actually be. 

Why would an account be in so much credit unless the monthly DD is very high ​@KEY55 ?

If the DD is in a typical range thats an awful lot of credit for OVO to be sitting on, when it could be in your own account earning interest.

​@KEY55 hello and welcome to the OVO Forum.

I don’t want to sound pessimistic here, but I’d really recommend calling in and asking our Support Team to check if the balance of your account is accurate. Of course, we see many people with huge balances due to overpaying / OVO over-estimating. However, sometimes it might be the case that there is some sort of computer issue which has prevented OVO from charging an account correctly. You can find the contact details in the article below - get in touch when you can and please keep us updated of the outcome. If the balance is accurate then we’ll be able to refund you, but will need a photo of the meter.

I have had over £1000 credit on my account for months and Ovo keep finding reasons to not refund it.

They said set up a DD (I was paying monthly by card before). I did this and waited a few weeks. 

Then they said sorry, you need to pay a couple of DDs first before we issue a refunds. I did this and waited a few months.

Then there was an ‘issue’ with the online account so I couldn’t request a refund the normal way.

Then chat support asked for a meter reading before they could issue a refund. I gave this.

Then they said wait 24 hours so the reading will be stored on their system. I waited 48 hours.

Today they told me that they can’t give a refund because their systems are down and they don’t know when they will be fixed. Sorry.

I’ve been trying to get this refund for about three months now, I’m starting to think Ovo basically intend to just steal my money and never refund? What can I do? Do I need to go through my lawyer to get a simple refund?

This is another in a long long line of issues caused by Ovo over the years. I have zero faith in their systems or ability to do anything.

Hi ​@macjonald ,

If you’re struggling… Try https://ovoenergy.com/feedback . DO NOT risk using your lawyer for this.

HOWEVER, that much credit may indicate a billing issue. I’d suggest asking for a review first.

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!

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.

Hey ​@macjonald 

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.

 Ok it's a sob story.  After a long period of mental health issues. I'm trying to sort out my life.  Been paying by DD  but due to home disrepair I've been using much  less gas or electricity. Have a massive  credit and would love to use this to repair my home.  It would take over 6 refund requests to pay it all out.  Can't I get one off payment  instead?

Good evening ​@Senkrah ,

I hope you manage to sort things out - there is support out there if you need it, such as via Citizens Advice Bureau if you need a hand with services. They won’t charge for any assistance offered.

There is indeed a way to refund a large credit balance with OVO. If you would prefer a one-shot burn, the fastest way is to reach out to the Support Team who can authorise a refund of up to £2,000 in one go. You may need to provide meter readings and photos of your meter to ensure the records are accurate first. Once approved, OVO will make the arrangements.

More info below:

If I can help with anything else, please let me know.