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

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.

Hey ​@Senkrah 

Welcome to the Forum!

As already mentioned, you can do more via the Support Team who can authorise more than the online calculator if you need. They’ll likely still recommend keeping a month’s Direct Debit amount in the account but they can help further.

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. 

The following topics may also be helpful here:

I hope this helps.😊