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

Hey @VW Lowndes,

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 @Jeffus advised of your entire credit balance if you are on Variable. 

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

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.

Hey @Maureen Birrell,

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 

Hi @helen04 ,

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 

Several suppliers were fined recently over refunds

https://www.theguardian.com/business/2023/may/17/ofgem-orders-three-energy-firms-to-pay-8m-compensation-over-late-bills

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

complaints@ovoenergy.com

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 

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. 

https://www.ofgem.gov.uk/energy-policy-and-regulation/policy-and-regulatory-programmes/switching-programme