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Rank 1
Elaine
Rank 1
August 9, 2017
Solved

OVO refusing to refund when I'm in credit - why?

  • August 9, 2017
  • 93 replies
  • 13781 views

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?

    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.

     

    93 replies

    Darran_OVO
    Retired Moderator
    Darran_OVOSolved
    Retired Moderator
    August 9, 2017

    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.

     

    Did a reply solve your question? Then mark it as the correct answer!
      Transparent
      Rank 20
      Transparent
      Rank 20
      February 5, 2019
      Hi @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.
      Save energy... recycle electrons!
        S
        Newcomer
        surema
        Newcomer
        February 19, 2021

        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.

        Transparent
        Rank 20
        Transparent
        Rank 20
        February 19, 2021

        Hi @surema - sorry to hear that you’ve got the same problem.

        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.

        Save energy... recycle electrons!
        K
        Rank 1
        Kevin999
        Rank 1
        September 1, 2022

        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...

          Jeffus
          Rank 20
          Jeffus
          Rank 20
          September 1, 2022

          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...

          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. 

            M
            Newcomer
            Maryjimmy
            Newcomer
            February 27, 2023

            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! 

            Blastoise186
            Super User
            Blastoise186Super User
            Super User
            February 27, 2023

            Hey @Maryjimmy ,

            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.

            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!
            V
            Newcomer
            VW Lowndes
            Newcomer
            April 5, 2023

            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?????

             

             

             

             

             

             

            Jeffus
            Rank 20
            Jeffus
            Rank 20
            April 5, 2023

            Hi @VW Lowndes

            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. 

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              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