My account is over £1200 in credit, but when I have applied for a refund online I'm being told I can't do this until further metre readings and the next statement. This isn't legal - anyone else had this problem?
Solved
OVO refusing to refund when I'm in credit - why?
Best answer by Darran_OVO
Updated on 15/08/25 by Abby_OVO
Before we allow a refund of any credit you’ve got in your OVO account, we first need to make sure that your account balance is accurate.
If you don’t have a smart meter, make sure you’ve submitted a meter reading in the last 28 days. If you’ve done this and are at least three month’s direct debit amount in credit, you can then ask for a refund via the ‘Payments’ page of your online account or OVO app (download for Android or iOS):
You can apply for a refund of up to £500 online and the balance will return to your bank account in no more than 10 working days (in most cases it will be within 4 working days). Find out more about requesting a refund online here.
If you’d like more credit refunded you can contact our Support Team who can initiate refunds up to £2,000. If the refund is over £599, we will need to check the account has been billed to smart reads, or actual meter readings if your meter is still traditional, and request photos of the meter.
If you’re on a fixed rate tariff, you’ll still be required to keep one month's worth of direct debit as credit in your account. If you’re on the Variable tariff you aren’t required to leave any credit on your account, although it is advisable.
Updated on 15/08/25 by Abby_OVO
Before we allow a refund of any credit you’ve got in your OVO account, we first need to make sure that your account balance is accurate.
If you don’t have a smart meter, make sure you’ve submitted a meter reading in the last 28 days. If you’ve done this and are at least three month’s direct debit amount in credit, you can then ask for a refund via the ‘Payments’ page of your online account or OVO app (download for Android or iOS):
You can apply for a refund of up to £500 online and the balance will return to your bank account in no more than 10 working days (in most cases it will be within 4 working days). Find out more about requesting a refund online here.
If you’d like more credit refunded you can contact our Support Team who can initiate refunds up to £2,000. If the refund is over £599, we will need to check the account has been billed to smart reads, or actual meter readings if your meter is still traditional, and request photos of the meter.
If you’re on a fixed rate tariff, you’ll still be required to keep one month's worth of direct debit as credit in your account. If you’re on the Variable tariff you aren’t required to leave any credit on your account, although it is advisable.
+2Hi @jamescathycoleman - oh no! This doesn't sound at all good.
But, can I also point out that leaving six posts in ten minutes on the same subject across the Forum now makes it quite difficult for Members like myself to respond.
I have been in precisely the same situation as you... but for 8 months. This was due to Extra Energy (now ceased trading) having failed to correctly notify ECOES, the National Meter Database, that they had taken over as my energy supplier. So I now understand quite a lot about how the system works.
It is entirely the responsibility of the Receiving Supplier to handle all aspects of the Switch Process. If it's going wrong, then your right to complain is through them. If they fail to address your complaint and remedy the situation, then it is they who you take to the Energy Ombudsman.
There are a number of stages involved in the Switch Process. These involve a set of Notifications being passed via ECOES to both the Receiving and Relinquishing Suppliers. At each stage there are timescales by which the Suppliers must object, or else accept the Notification. The process is designed to ensure that the correct meter reference number (MPRN) and the correct reading is agreed by all parties.
If you add together all the time-frames then the Switch Process can take 6 weeks. You will know that it has concluded because the Relinquishing Supplier (OVO in your case) will send you a Final Bill, which is marked as such.
If you leave your Direct Debit open at the bank, then it is inevitable that there will be at least one further monthly amount taken by the Relinquishing Supplier. This is quite normal.
Most Customers do leave the DD "live" because this is the quickest way to receive the credit back from the Relinquishing Supplier. But that's entirely your choice.
If you left OVO in December, and it's now 5th Feb, then I don't think there's anything unusual about what's happening...
... except that you are attempting to be in direct contact with OVO Customer Services.
Nothing that you've written suggests to me that OVO's response is "extremely poor" as you have suggested. They are operating within the regulations laid down by Ofgem, by whom they are regulated.
But, can I also point out that leaving six posts in ten minutes on the same subject across the Forum now makes it quite difficult for Members like myself to respond.
I have been in precisely the same situation as you... but for 8 months. This was due to Extra Energy (now ceased trading) having failed to correctly notify ECOES, the National Meter Database, that they had taken over as my energy supplier. So I now understand quite a lot about how the system works.
It is entirely the responsibility of the Receiving Supplier to handle all aspects of the Switch Process. If it's going wrong, then your right to complain is through them. If they fail to address your complaint and remedy the situation, then it is they who you take to the Energy Ombudsman.
There are a number of stages involved in the Switch Process. These involve a set of Notifications being passed via ECOES to both the Receiving and Relinquishing Suppliers. At each stage there are timescales by which the Suppliers must object, or else accept the Notification. The process is designed to ensure that the correct meter reference number (MPRN) and the correct reading is agreed by all parties.
If you add together all the time-frames then the Switch Process can take 6 weeks. You will know that it has concluded because the Relinquishing Supplier (OVO in your case) will send you a Final Bill, which is marked as such.
If you leave your Direct Debit open at the bank, then it is inevitable that there will be at least one further monthly amount taken by the Relinquishing Supplier. This is quite normal.
Most Customers do leave the DD "live" because this is the quickest way to receive the credit back from the Relinquishing Supplier. But that's entirely your choice.
If you left OVO in December, and it's now 5th Feb, then I don't think there's anything unusual about what's happening...
... except that you are attempting to be in direct contact with OVO Customer Services.
Nothing that you've written suggests to me that OVO's response is "extremely poor" as you have suggested. They are operating within the regulations laid down by Ofgem, by whom they are regulated.
This is a very old post, but I can see others that have had similar problems since: and I am now initiating court proceedings against Ovo for a positive balance they have continually failed to return.
+2Hi
You don’t need to start court proceedings. Even the Small Claims Division of the High Court still requires filing fees.
The Government has set up the Office of the Energy Ombudsman in order to ensure that redress against an Energy Supplier is free. Unlike the Small Claims Court, they can also order (a small amount) of compensation to be paid.
First, you must ensure that you have proof of having gone through both stages of the Complaints Procedure.
Email exchanges are ideal, but the dates of telephone conversations are sufficient.
Note that if you have waited 8 weeks or more from the date of you going to the 2nd stage in the process, then the Ombudsman will regard that as having reached a stage of Deadlock, even if you haven’t received the letter from OVO to say so.
If you need further clarification or help, please post here again. But do not write here any account details or information which could identify you.
Unless you desperately need the money, leaving it with OVO is actually quite a good idea. Not many places are paying 5% interest at the moment...
+5Unless you desperately need the money, leaving it with OVO is actually quite a good idea. Not many places are paying 5% interest at the moment...
Just so anyone reading this knows.
This is referring to the OVO interest reward.
Interest is payable on credit balances up to £1000 for customers that joined prior to 27th September last year.
I have requested a refund on my account ..it has left my account last week but it is still not in my bank account is this usual! What a carry on to get my in money!
+8- Super User
Hey
It takes time for banks to catch up. Give it some more time! There’s nothing OVO can do if your bank is just being slow I’m afraid.
After my March bill was settled my account was in credit by 3 times more than my monthly DD.
I provided meter readings on the 30th March.
My DD for April has now been put into my energy account.
The online refund request area says refunds are not available
I have tried to call OVO for 2 days with no joy
I cannot find an email address
I AM A PENSIONER ON A LIMITED BUDGET, HOW AM I SUPPOSED TO GET MY REFUND IF I AM UNABLE TO UTILISE THE WAYS PROVIDED?????
+5Hi
Welcome to the customer forum, i am just a customer like you.
OVO don't have an email address.
If you want a large refund try calling the OVO Collections number. This is a different number to the standard OVO number.
0800 0699 831
If you are on a variable rate plan you can request up to 100% of your credit balance, but i wouldn't recommend quite that much.
If you are on a fixed rate plan you need to leave the equivalent of one months DD.
Any credit you ask to be refunded may impact future DD levels.
See if you have more luck with this number
If you post how you get on i am sure it will help other customers on this forum.
+4Hey
Sorry to hear you’re having difficulty applying for a refund,
In order to issue a refund online, if you don’t have a smart meter, make sure you’ve submitted a meter reading in the last 28 days. If you’ve done this and are at least three month’s Direct Debit amount in credit, you can then ask for a refund via the ‘Payments’ page:
You can request a refund via web chat, as
Keep us posted with how you get on.
I have just received my first communications from ovo energy
I was transferred from sse on 15th November 2022 and was £762.84 in credit on 11th December
On 11th January 2023 I was £716.89 in credit.
On 11th February £697 in Credit. 11th March £717.42 in credit and 11th April £737.13 in credit.
I know that is good but it’s a lot of money to me and you are prepared to let me know if I do not have enough credit and will ask for further payment, but I feel this is too much credit and wondered if you paid some of it back into my account. My husban and I are both in our eighties and would welcome some of our own money back as we do have other bills to payl
+8- Super User
This is possible, but you’d need to request a refund. Please use https://my.ovoenergy.com or call 0330 303 5063 to do that.
+4Hey
Welcome to the OVO Online Community,
This tutorial might be helpful to you:
Can anyone help I was refunded all my credit after leaving OVO and when I paid it into my account they failed to honour the cheque so it bounced I have phoned and emailed numerous times but no one is able to answer what's happening. They advised it was re issues 12 days ago but now stating they're not sure if it's been posted. I can't even get through to the complaints department. Any help would be appreciated as they still have my money!
Thanks
+8- Super User
Hi
In the first instance, try https://help.ovoenergy.com to use Live Chat. If that doesn’t work out, try https://ovoenergy.com/feedback.
Thanks Blastoise186 I tried the live chat but she just cancelled my chat when I asked for confirmation the cheque was posted 🙄 ill try the freeback
+5Thanks Blastoise186 I tried the live chat but she just cancelled my chat when I asked for confirmation the cheque was posted 🙄 ill try the freeback
Several suppliers were fined recently over refunds
Suppliers must refund the money 10 days after your final bill else they need to pay you £30 compensation automatically without you having to complain in theory at least.
It sounds like OVO haven't done that, so if you speak or email the complaints team ask for your £30 compensation.
If the compensation isn't paid within another 10 working days you are automatically entitled to another £30.
You can email complaints
If OVO refuse to pay compensation you believe is due, ask OVO for a complaints deadlock letter and then ask the Energy Ombudsman for help.
https://www.ombudsman-services.org/sectors/energy
Hi Jeffus Thanks for this that's really helpful not sure what's going on looking like the staff are left in the dark too as they can't help with the simplest of questions but will definitely keep the £30 in mind Thanks
+5Hi Jeffus Thanks for this that's really helpful not sure what's going on looking like the staff are left in the dark too as they can't help with the simplest of questions but will definitely keep the £30 in mind Thanks
Here are list of what should be automatic compensation payments and deadlines from the Ofgem website. You shouldn't need to claim in theory, but i suspect you would have to.
I am sure the last time I wanted to refund some of my credit I did it on line. Now I have to contact OVO ?
+8- Super User
Hi
Depending on the value of the refund and how much credit you’d have left afterwards, you usually can do it online. However, if it’s for more than £500 or would leave less than three months worth of spare credit afterwards, you need to do it via the Support Team as a safety measure.
The same applies if there’s been no recent meter reading - you have to submit one first.
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OVO Energy Ltd, registered office 1 Rivergate Temple Quay Bristol, BS1 6ED, company no. 06890795 registered in England and Wales.
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