Skip to main content
Rank 1
RogerCornwell
Rank 1
August 25, 2025
Solved

I have two months credit on my online account, why can't I get a refund?

  • August 25, 2025
  • 2 replies
  • 938 views

As others have noted elsewhere, I am building up a considerable credit balance as my Charge Anytime credits are not being taken into account when calculating my monthly direct debit. About 70% of my electricity goes into charging my EV. The advice from OVO is to claim refunds as necessary. However:

  • The help article says You can ask for a refund if your balance is in credit with at least a month’s Direct Debit amount. My current credit is very nearly double my monthly payment.
  • When I try to claim the refund, I get We’re sorry we can’t give you a refund today. I meet all the criteria but it says we recommend keeping at least 3 months’ worth of Direct Debit payments as credit.

There’s a mismatch here. I hope somebody from OVO can explain and, I hope, correct.

Best answer by Nukecad

Updated on 01/09/26 by Ben_OVO

The difference is in what you can request online yourself (leave the 3-months credit) and what support can refund if you contact them (leave the 1-months credit).

 

If you contact support they can authorise the refund of any amount that leaves at least a months credit.

 

I'm not sure why that difference exists, but would suspect it's to deter people constantly requesting “smaller” refunds online without talking to support first.

The article below gives advice on how to request a refund online or on the app. If you’re unable to do this, our Support Team can be contacted here.

 

 

2 replies

Nukecad
Super User
NukecadSuper UserBest Answer
Super User
August 25, 2025

Updated on 01/09/26 by Ben_OVO

The difference is in what you can request online yourself (leave the 3-months credit) and what support can refund if you contact them (leave the 1-months credit).

 

If you contact support they can authorise the refund of any amount that leaves at least a months credit.

 

I'm not sure why that difference exists, but would suspect it's to deter people constantly requesting “smaller” refunds online without talking to support first.

The article below gives advice on how to request a refund online or on the app. If you’re unable to do this, our Support Team can be contacted here.

 

 

I said, Hey - Watts going on.
    Rank 1
    RogerCornwellAuthor
    Rank 1
    August 25, 2025

    Thanks. I’ll try that.

    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd