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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

Show previous replies
Blastoise186
Super User
Blastoise186Super User
Super User
March 1, 2023

It’s possible they’ve not been swept across yet. I’d recommend getting Support to chase this up.

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J
Newcomer
JSquibb
Newcomer
March 1, 2023

Is there not another way I can get in contact with the payment team without going through web messenger? I am always stuck on hold or waiting ages to get hold of anyone. 

Jeffus
Rank 20
Jeffus
Rank 20
March 1, 2023

Is there not another way I can get in contact with the payment team without going through web messenger? I am always stuck on hold or waiting ages to get hold of anyone. 

Have you tried the collections number

0800 0699 831

S
Newcomer
spikycat
Newcomer
March 1, 2023

Thanks for the moral support, I did get through to someone eventually but it took around four hours - not impressed with customer service, though I have every sympathy for the poor people on the end of the phone having to deal with what are presumably senior management decisions about staffing levels. Fingers crossed it’ll get sorted now, anyway, and good to know there’s a bit of support here. 

Y
Newcomer
Y922
Newcomer
December 10, 2023

Hi l accidentally made a payment using a bank transfer l stupidly forgot to put any reference. I raised it with OVO who wanted proof of the payment which l provided using my bank statement. Ovo acknowledged the evidence l haven't heard anything since.ln the meantime my £28 is floating around somewhere in OVO land 

What do l do?

Blastoise186
Super User
Blastoise186Super User
Super User
December 10, 2023

Hang in there - manual fixes for this take time due to the huge volume of transactions OVO deals with.

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    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    December 21, 2023

    Hey @Y922 

     

    Did the team get this one sorted for you in the end? Like Blastoise mentioned, the teams do these manually, and there can be high volumes to get through, so if it’s not been fixed, just check in with the Support Team, and let us know how you’ve got on.

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    A
    Newcomer
    aleksandrx100
    Newcomer
    June 28, 2024

    I paid two bills that turned out to be my neighbor's. I wrote a paper letter and an email - no one answers. How to get my money back? Do I just have to go to court or is there another solution?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    June 28, 2024

    Hi @aleksandrx100 ,

    Please use Live Chat for this at https://ovoenergy.com/help . Explain the situation and someone should be able to fix this.

    If not: https://ovoenergy.com/feedback has your back.

    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!
    Peter E
    Super User
    Peter ESuper User
    Super User
    June 28, 2024

    Hi @aleksandrx100 I don't know if it is appropriate in your case but refunds can normally done through the app or website by selecting Bills on the home page at the bottom and then Ask for a Refund in the black section. I think @Blastoise186 approach is probably better due to the circumstances in this case. I hope this is resolved quickly and correctly for you.

     

    Peter

     

    Reducing my yearly fossil fuel usage with an EV (-900 litres petrol), A2AHP (-8,700 kWh gas) and Timed Immersion heater (-1,500 kWh gas)
    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