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Dale12
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August 7, 2023
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I’ve taken over the account of a relative that’s passed away. Do I get their credit refunded into my account?

  • August 7, 2023
  • 11 replies
  • 1201 views

Can someone please tell me where I go from here ?

  My sisters died  ( 7th June) leaving her account  £500 in credit,  so I phoned ovoid up to explain this they said " we will move the direct debit into your name then we will move the refund into your account, its the 7th of August now so for the second time I've been on the phone to ovo and they have sent my refund into my dead sisters account and there is nothing they can do  !! There must be something they can do?

Best answer by Emmanuelle_OVO

Updated on 28/07/26 by Abby_OVO

 

Hey @Dale12,

 

I’m really sorry for your loss, this sounds like a very stressful situation to be in. 

 

We’ll keep supplying  the energy supply to the property unless you tell us otherwise. We’ll either transfer the account into a spouse/partner’s name, close the account if the estate is no longer responsible for the property or we'll keep the account running in the name of “The Executors of”. Once the property has sold or the keys have been handed back, please let us know the date and any final meter readings. We’ll send you a final statement within 4 weeks of closing the account. You can find more detail on the full process here, depending on the route you end up taking.

 

We appreciate that calling us might not be something you want to do right now so instead, you can follow this link to fill out an online form. You can also contact our dedicated team by sending an email to bereavement@ovoenergy.com or via webchat.

 

If you would like to speak with one of the team on the phone, you can call 0330 175 9683 Monday - Friday from 9am to 5pm.

 

We’ve also got a helpful topic on the things we can do to help in the event of a Bereavement, see that below:

 

11 replies

Blastoise186
Super User
Blastoise186Super User
Super User
August 7, 2023

Good afternoon @Dale12 ,

Please accept my condolences for your loss. As a forum volunteer I can’t take any actions myself. However, to try and help you towards a solution, I’ve asked the forum moderators to check this thread. They’ll be along as soon as they can.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    D
    Rank 1
    Dale12Author
    Rank 1
    August 7, 2023

    Thank you. 

    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    August 8, 2023

    Hey @Dale12 

     

    I’m really sorry to hear about this, you should have a Private Message from the Forum Support Team, so look out here for a PM: 

    https://forum.ovoenergy.com/inbox/overview 

     

    Currently Playing: She's Electric
    D
    Rank 1
    Dale12Author
    Rank 1
    August 9, 2023

    It looks like they sent my refund into my late sisters account  ( they wrote to me as her executor so why ??) and I have destroyed all the paper work so I've lost that £500+  yet they still take my direct debit out, it just doesn't make sense  ???

     Stay safe all

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    August 9, 2023

    It looks like they sent my refund into my late sisters account  ( they wrote to me as her executor so why ??) and I have destroyed all the paper work so I've lost that £500+  yet they still take my direct debit out, it just doesn't make sense  ???

     Stay safe all

    Obviously I don't know all the details. 

    You could put in a complaint. 

    https://www.ovoenergy.com/feedback

    If you are not happy after ovo reply to that then you can ask the energy ombudsman for help. 

    https://www.energyombudsman.org/

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVOSolved
    Retired Moderator
    August 10, 2023

    Updated on 28/07/26 by Abby_OVO

     

    Hey @Dale12,

     

    I’m really sorry for your loss, this sounds like a very stressful situation to be in. 

     

    We’ll keep supplying  the energy supply to the property unless you tell us otherwise. We’ll either transfer the account into a spouse/partner’s name, close the account if the estate is no longer responsible for the property or we'll keep the account running in the name of “The Executors of”. Once the property has sold or the keys have been handed back, please let us know the date and any final meter readings. We’ll send you a final statement within 4 weeks of closing the account. You can find more detail on the full process here, depending on the route you end up taking.

     

    We appreciate that calling us might not be something you want to do right now so instead, you can follow this link to fill out an online form. You can also contact our dedicated team by sending an email to bereavement@ovoenergy.com or via webchat.

     

    If you would like to speak with one of the team on the phone, you can call 0330 175 9683 Monday - Friday from 9am to 5pm.

     

    We’ve also got a helpful topic on the things we can do to help in the event of a Bereavement, see that below:

     

    Renewable Energy? Big Fan.
      D
      Rank 1
      Dale12Author
      Rank 1
      August 17, 2023

      Thanks for your thoughts and time.

        Abby_OVO
        Community Manager
        Abby_OVO
        Community Manager
        August 18, 2023

        Hey @Dale12 welcome back.

         

        Did you get things sorted out with the refund?

        Currently Playing: She's Electric
        D
        Rank 1
        Dale12Author
        Rank 1
        August 18, 2023

        Hello. 

        No, what they have done is send the credit  (£ 500+) back into my sisters account even though they wrote to me as her executor saying they would send the refund into my account  or send a cheque to the house and they already had take a direct debit out of my account so why they would send it back to the person they know is no longer with us just makes no sense and all my sisters paper work has long gone,  we lost her on the 7th June.  I was on the phone to ovo with in a week and a few times since and really they are saying it's down to me or its lost. 

        Dale 

        Emmanuelle_OVO
        Retired Moderator
        Emmanuelle_OVO
        Retired Moderator
        August 21, 2023

        Hey @Dale12,

         

        I’m really sorry to hear this,

         

        It sounds like you may have been misadvised by the first agent you spoke to. OVO's system will automatically attempt to refund the bank account initially (if there has been a direct debit attached to the customer account) if there's a final credit balance. There is no way to halt that process currently. Even if we know the bank account has been closed for months, it will still try and will also send automated communications detailing the attempt. If it can't reach the bank account and is returned to us, bounces back, we'll send a cheque to ‘the executor’, however if it can reach the bank account successfully, it will go there.

         

        And it varies from bank to bank, some still allow incoming refunds but freeze outgoing payments only. Once the estate is settled the refund will be returned to you as the executor so the refund shouldn’t be lost. Have you spoken to the bank? 

         

        If the issue is that the bank account has been closed, the refund will bounce and be re-issued via cheque. 

         

        I hope this helps. 

        Renewable Energy? Big Fan.
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