Opened a new account in error when trying to renew

Hey @Paul_Bedfordshire 

Does sound like it’s all worked itself out in the end.

Yeah this is a bit of a shame about that, but we’ll have the history on record so for things like calculating Direct Debit, we’ll still use that usage data for calculating on the new account.

If you do stumble across any issues in future, always feel free to pop back to the Forum.🙂

Thanks Abby. Gave them a ring this morning and they have closed the new account and are going to activate the new 2 year fix on my existing account tomorrow.

Pau,

Hey @Paul_Bedfordshire 

Thanks for coming back with that update, I’m really glad to hear that’s all been sorted out for you!🙂

Due to an error renewing I ended up with a duplicate account. It has been sorted. The duplicate account is now showing "No supply points found" and inaccessible and my electricity is now back on my old account.

However I had a direct debit of over £100 to the new account. I contacted the call centre and asked for a refund. They said that during the chaos about £6 of electricity was used on the new account so I would get a refund less that £6.

This will take about 4 weeks apparently but they hoped it would be quicker. I'm a bit nervous that by not cancelling the direct debit so the refund can go in I am leaving myself open to another direct debit next month if the system is at all buggy?

Hi @Paul_Bedfordshire,

I recommend speaking with our support team about this so they can review the situation. Generally, for a refund, we just return this to the account from which the direct debit is drawn, which needs to be live. If you cancel the direct debit, we can still issue the refund as a cheque. They would need to ensure the account is set up to do this process and get the subsequent direct debit cancelled for you. 

If you reach out to them, they can work on resolving this for you, but keep us updated!

Thanks @ChristopherS_OVO 

I will leave it for now to let the refund take its course as promised when I phoned them.

If it dosent materialise and another direct debit comes out I will cancel the direct debit and take up the cudgels.

The duplicate account now states "No Supply Points Found" so hopefully it should be set up ok

Hi @Paul_Bedfordshire, 

I agree we will let the refund run the course. The standard timescale for a refund is five working days from when it’s issued, so hopefully, it’ll be with you shortly. It sounds like they are closing the duplicate account, so you wouldn’t need to do anything else. 

If you need it, our refund policy can be found here.

Keep us updated when this is resolved, and if you need anything, please reach out!

Hi @ChristopherS_OVO 

Update. Rang today and spoke with Debbie in your Glasgow call Centre.

She said as the duplicate account has no meter point the direct debit has not gone in and it is frozen with an outstanding balance of £6.95. 

She asked me to email hello@ovo.com with a copy of statement (screenshotted) and the accout number in the title and they would sort a refund.

I have sent the following from the email address registered to the account and got an auto acknowledgement.

"Please find confirmation (attacher) that £133.59 was debited to Ovo Account number 2578**** on 9th April.

This acount no longer has a meter point. Please would you refund me £133.59 less the outstanding balance on the account which is £6.95.

Reference telephone call with Debbie, 19th April 2024 at 10.30AM."

Paul