All seems to be up to date.
Brilliant!
Now @Abby_OVO will have to find out why you’re seeing the message about missing readings, and you’ll have to contact Support to get them to action your refund. If you use the webchat option, you’ll be able to paste the screenshot of your Readings page into the chat as proof that they’re up to date.
@Firedog yes I will definitely speak to someone on Monday and hopefully get this sorted. Thank you for your help.
I applied for a refund in April, as my account was in a huge amount of credit - while we were getting 5% interest this seemed a good idea, and OVO advised me to do it after 29th Feb.
I provided meter readings, photos of meters etc and was told it was ‘actioned’ on 10th April and would take 3-5 working days to show in my bank.
After 10 days I phoned as nothing had arrived. To cut a very long story short, the refund was ‘lost’, my account was reduced by the amount of the refund and I’ve been battling since!
I’ve provided bank statements showing that nothing has been received from OVO. I’ve ‘escalated’ by emailing Complaints, phoning and all the time I am fobbed off.
Customer Services is based in S Africa. Standards of written, comprehensible English is dire, accents are hard to understand. I have to persevere as this is a large amount of money - and due to the fact the Website has been in ‘development’ since June 2023, I have been unable to apply for a refund that way!
I am tearing my hair out….
That is pretty unforgivable.
In your shoes, I’d try the social media support people. They should have access to your account, and they’re usually good at sorting stuff out. You’ll need a Twitter account to do this now. There used to be a Facebook Messenger option, too, that didn’t require an account login, but that seems to have gone AWOL. Anyway, try here:
Tried that but X didn’t like it and blocked me! Suspect OVO far too grand with celebs endorsing/wembley Arena/ huge billboards.
once this is done and dusted may switch to Octopus…at least customer service in UK…
… X didn’t like it and blocked me!
What happened exactly? This is a legitimate official support channel manned by OVO employees, so did you do or say something to upset X?
Put acc no, but no other details… not abusive or anything.
when I went to send it said acc blocked. Unblocked it but unable to send message, however tried again and it’s gone…. Maybe they wanted my dob?…..
Hi @JoK1953,
I previously worked on the X/Facebook team before taking a position here on the Forum. We don’t have a way to block accounts at the advisor level, so something must have gone wrong. Are you contacting the correct official account? Can you provide any screenshots of the error you’re seeing?
You can find more information about our refund process at our help centre.
All sorted now, thx. But refund still not sorted…. Baby steps eh!
Hi @JoK1953,
Are the Support team looking into this refund for you? Please let us know if you’re still having trouble getting this done.
Unbelievably this still hasn’t been paid! Last week - 22 May- I had an email indicating it was being processed (from the complaints department ) and they’d chech in 2-3 working days. Well here we are 6 working days later and no refund.
i don’t know what to do. Customer services are in S Africa - VERY heavily accented and hard to understand. Emails written in weird phraseology. I’m thinking of Money Claim in County Court.
Hi @JoK1953,
I’m really sorry for the issues you’ve been experiencing, that’s definitely not the experience we want for our customers.
I’m going to have our Forum_Support team reach out to you so they can help you further with this. Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.
So update; having heard on the 22nd that it would be 2-3 days and that they would contact me to confirm etc - nada. No emails, no money etc.
I’ve been away the last 2 weekends but heard after emailing again on Friday that they now need a Current Meter reading ( last given 7th May so within 28 days) and then the whole process starts again.
At this point in time you just know it will be blathering 2-3 days and 3-10 days to process blah blah and NOTHING will happen! It is now 2 whole months since I first requested this refund. And it’s not an insignificant amount - it’s £1200!!
And to make it even more infuriating, the website is still ‘under construction’. My son does this stuff, it takes hours, possibly days, NOT 12 MONTHS!!
Hi @JoK1953,
I’m really sorry to hear this and I totally understand your frustration.
The Forum Support team should’ve been in touch to help further with this. They aim to respond to messages within 2 working days.
… the refund was ‘lost’, my account was reduced by the amount of the refund and I’ve been battling since!
Just a thought: we’ve seen cases in this forum where payments have been made to the ‘wrong’ bank account. One customer found that a payment he was expecting had been sent to an account belonging to a former partner that had at one time years earlier been used to pay energy bills. Is there a possibility that OVO have had different bank account details for you in the past? If you do have other accounts, it would be worthwhile checking them for this missing payment.
I’ve had the same bank acc since I was 17, and the Direct Debits come out of it. The only way it could go to the wrong account is either human error - inputting wrong details- or fraud.
When a refund takes place it automatically goes to the last active bank account on an account, the details aren’t input manually by a person.
I’m really sorry for the issues you’re having, there may be an issue with the refund itself. It’s been rejected by the bank or not been released by OVO.
The forum_support team will be in touch via private message & can take a look into this further for you.
