Huge balance and no refund

A number of questions: have you been told WHY there is a “billing hold” on your account?; have you been receiving monthly bills?; how often do you check your online account?

If you do not know WHY there is a “billing hold” on your account, you need to ask for clarification of this.

Looking, particularly, at the last question, there are a couple of places on your online account where you can check that readings are being sent correctly: first of all there is the Meter Readings section. Mine looks like this today. I have just removed my meter serial numbers.

However, even before you get to choose that option, on my account Home Page there is this box. This appears to give the same information but I have found that, if one reading is missing, it still displays in this way. This is why I check the Meter Readings section. 

In your online account, you also have access to all of your previous bills and the “state of play” regarding your present billing period. Going through these may enable you to see if there is a problem with any bill(s).

Regarding your refund: two things: I have asked for and received excess credit balance refunds a few times and every time these have been paid back into the account out of which my Direct Debit is paid; have you told OVO that you intend to change provider? - they are unlikely to issue a refund until after your account is finalised.

Good morning ​@nazg and welcome to the OVO Forum.

I’m sorry to hear what’s happened here, and I hope this’ll be resolved quickly for you. ​@Bendog has raised some great points here - getting to the bottom of why there’s a billing hold is important. It could be for any number of reasons, such as an IT issue, missing reads, or out of line reads, and any of our customer service advisors would be able to tell you what the hold is for. Have you been submitting regular reads? Or do you have smart meters?

My advice is to log a complaint due to what has happened. This classifies as a complaint, due to the fact that we’re not billing you as we should be, and because you’ve been told a cheque will arrive, which hasn’t. Once the complaint is logged, you’ll receive a complaints reference number, and the complaints handler will have to resolve everything for you (and will need to escalate the complaint if they can’t).

You can find out complaints process here. Once you know what the issue is with the billing feel free to let us know on the Forum - we’ve got a really helpful community here - we’ll help wherever we can.