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SuShiKA11
Rank 1
December 24, 2022
Solved

OVO have lost my payment!?

  • December 24, 2022
  • 20 replies
  • 1644 views

OVO have lost my payment. 

I sent proof of payment ie bank statement showing payment

It has now been over 6 weeks and they have not replied nor credited me with my payment 

Operator online assured me payment would show on my account in 5 days.  That was two weeks ago

£97.19 is a substantial amount to lose and I (who can) cannot afford to cover this 

Please help find this money. And credit my account please !!!!

Best answer by Emmanuelle_OVO

Updated on 15/08/25 by Ben_OVO

 

Hey @SuShiKA11,

 

That does seem like a very long timeframe, It shouldn’t take that long. I’m sorry for the issues you’re having. 

 

When a payment is missing a ‘payment allocation’ case is raised to our team. They require the following information to locate the payment, it’ll be helpful if you’ve got it all ready when they ask: 
 

1 - Customer Full Name

 

2 - Date and amount of payment(s)

 

3 - Method/type of payment(s) and any possible reference - by method/type of payment we mean:

  • Direct Debit, sort code, last four digits of the account number and DD Mandate Number (Mandate Number is a mix of 7 letters and numbers E.g: AB12CD3
  • BACS (bank transfer) such as one time payment order, standing order, payment plan (can ask for sort code and last four digits of bank account) and any reference that was used for the payment
  • Cheques are processed daily as we receive them, any cheques sent in by customers that have not been added to their account can be queried by raising a case to Payment Ops including the cheque number and a bank statement if the cheque has been cashed.
  • Card payment made over the phone through the automated phone line and last four digits of the card 
  • Card payment made over the phone with agent and last four digits of the card 
  • Card payment made through the app and last four digits of the card
  • Giro slip payment - stamped by post office, bank or PayPoint. 


4 - Proof of payment - Full copy or screenshot of the bank or building society statement. Ensure that the statement shows the customers name, the account number, date and amount of the payment to OVO.

Providing only the statement is not sufficient information for Payments ops to be able to find the payment(s), as it's not clear from the statement what method/type of payment was used. It's very important to ask the customer whilst on the phone for all the above information (see 1. and 2.).

20 replies

Blastoise186
Super User
Blastoise186Super User
Super User
December 25, 2022

Hi,

This is probably a question that the Collections Team can help with. Give 0800 069 9831 a call in the new year. If you’d rather speak to Support instead, it’ll be 0330 303 5063 or https://help.ovoenergy.com .

We can’t access accounts from here as forum volunteers.

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Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVOSolved
Retired Moderator
December 28, 2022

Updated on 15/08/25 by Ben_OVO

 

Hey @SuShiKA11,

 

That does seem like a very long timeframe, It shouldn’t take that long. I’m sorry for the issues you’re having. 

 

When a payment is missing a ‘payment allocation’ case is raised to our team. They require the following information to locate the payment, it’ll be helpful if you’ve got it all ready when they ask: 
 

1 - Customer Full Name

 

2 - Date and amount of payment(s)

 

3 - Method/type of payment(s) and any possible reference - by method/type of payment we mean:

  • Direct Debit, sort code, last four digits of the account number and DD Mandate Number (Mandate Number is a mix of 7 letters and numbers E.g: AB12CD3
  • BACS (bank transfer) such as one time payment order, standing order, payment plan (can ask for sort code and last four digits of bank account) and any reference that was used for the payment
  • Cheques are processed daily as we receive them, any cheques sent in by customers that have not been added to their account can be queried by raising a case to Payment Ops including the cheque number and a bank statement if the cheque has been cashed.
  • Card payment made over the phone through the automated phone line and last four digits of the card 
  • Card payment made over the phone with agent and last four digits of the card 
  • Card payment made through the app and last four digits of the card
  • Giro slip payment - stamped by post office, bank or PayPoint. 


4 - Proof of payment - Full copy or screenshot of the bank or building society statement. Ensure that the statement shows the customers name, the account number, date and amount of the payment to OVO.

Providing only the statement is not sufficient information for Payments ops to be able to find the payment(s), as it's not clear from the statement what method/type of payment was used. It's very important to ask the customer whilst on the phone for all the above information (see 1. and 2.).

Renewable Energy? Big Fan.
S
Rank 1
SuShiKA11Author
Rank 1
December 28, 2022

I've already sent all that.  But OVO are asking me to resend as they have also lost my proof of payment.  Along with my Payment!! 

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
December 29, 2022

Hey @SuShiKA11,

 

That’s not a good customer experience, I’m sorry to hear that.

 

How did you send it? As the hello@ovo email address isn’t in use currently. The best way to do so would be by using web messenger, that way the agent can attach the documents straight to your account. 

 

If you did email them from the email address registered to your account they should be able to find the document by searching your email address in our system, if it didn’t bounce back.

 

Hope this helps. 

 

Renewable Energy? Big Fan.
L
Newcomer
Lynski
Newcomer
January 8, 2023

This is a similar problem that I have too , moved over to OVO on the 15th and my direct debit (still named SSE left my bank on the 16th) no one seems to know where my money is 😏 I was told that it would automatically go to OVO by an OVO rep…but I can’t see it on account 

J
Newcomer
JSquibb
Newcomer
February 24, 2023

Recently move in to a new property (19.12.22) & paid an OVO bill before setting up an account when the bill was addressed to ‘The Occupier’. Paid 02.02.2023. 
Set up an account this morning & have been advised the payment was unnecessary and need to contact bank for a refund as the funds cannot be taken off my account. I cannot see why OVO cannot issue me with a refund - Can anybody advise? Thanks.  

Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
February 27, 2023

Hey @JSquibb,

 

Sorry for the issues you’re having,

 

There is another option, you can send in proof of payment via web messenger. This can then be raised to our payments team to locate the payment you’ve made and transfer it to the OVO account in your name. The reason we can’t simply refund a payment made on an occupier account is because there wouldn’t be a direct debit set up on that account and we’d have no way of telling who made the payment.

 

Or, you can file an indemnity claim with your bank and they can refund this payment into your bank account. 

 

Hope this helps. 

Renewable Energy? Big Fan.
S
Newcomer
spikycat
Newcomer
March 1, 2023

Having the same issue here. Have just spent almost two hours trying to get through to someone via app, website, and phone. I never even wanted to be with OVO, we got transferred from SSE and mysteriously the January payment appears to have faded into the ether although I can see it left my bank account on the 30th of that month. I’m perfectly happy to provide proof of that payment and take whatever Ofgem/legal steps I need to, but without being able to get through to the right department at OVO to supply that proof it’s all turning out to be ever so slightly difficult. Any ideas?

Blastoise186
Super User
Blastoise186Super User
Super User
March 1, 2023

Hey @spikycat ,

Did the January payment say OVO or SSE on it?

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S
Newcomer
spikycat
Newcomer
March 1, 2023

SSE. Earlier payments appear to have been credited to OVO though, which is part of the mystery. 

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