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?
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You can cancel your Direct Debit instruction if we're nolonger your supplier. You may get an automated email stating that it's been cancelled, but you can ignore this.
We've been extremely busy recently due to the collapse of Economy Energy, and taking on their customers. This has meant we've been inundated with contact from these customers and it's pushed our call wait times and email response times up. I'm sorry you've been on the receiving end of this. It's not representative of our usual service, and everyone here has been working flat out to get back to everyone that needs our help.
If you did want to call the team today, wait times are currently around 15 minutes, which is still a little higher than average but a lot lower than it has been. Alternatively, you can contact the team on Facebook/Twitter and send them a message with your account number, full name and DoB.
Cheers
I keep trying to apply for a refund on the app but it keeps refusing me even though I'm almost 1k in credit. If I contact them by phone, I lose my interest. It's very annoying.
Hi @Helonearth ,
I've moved your post onto this topic where you can find more information about how to get a refund.
Cheers
I've moved your post onto this topic where you can find more information about how to get a refund.
Cheers
Hi
So first let me point out that Ofgem guidelines state that a reasonable amount for an Energy Supplier to hold in credit in your account is the same as you are paying by Direct Debit. This is particularly relevant at this time of year when the largest energy bills are being issued.
Assuming that you have not attempted to request that your credit be lower than this amount, then this is a classic instruction to send a message on webchat via the Help Centre.
You should put the word Complaint at the start of the message text. You will not lose any financial benefit for a complaint.
The Complaint is, of course, that the App isn't permitting you to request that you are refunded a proportion of what OVO are holding as a credit in your account.
Under OVO's Complaints Procedure, you will receive a response within 5 working days.
OVO have always scored very highly for complaints handling. They are audited on this by Ofgem. So I'd be very surprised if you needed to move to the next stage of the Procedure.
I was advised by OVO to set up combined energy bill with £74 monthly DD. They also fitted a smart meter. Now I am in credit with £533 plus owing to me and they are saying that OVO did not create a statement for Gas usage. And the money that shows as in credit will be used to pay for Gas. This again will take up to two weeks. With all the advanced technology at their fingertips how can OVO make such claims. They also took two months payments even after I switched providers. Interestingly enough now that I have cancelled my DD , the refund page states since I don't have a DD set up with OVO they cannot refund! This is a case of egg and chicken. OVO get your act together. Don't rip off unsuspecting customers.
Hi @Bhavani
I don't have enough information to give you a complete answer. You don't say for example when your Contract started, nor when the Smart Meters were installed. Perhaps you could fill out your Forum Profile page, which is where I first look for these details.
However... it is quite normal for there to be a delay of 4-6 weeks between a Smart Meter installation and OVO being able to receive correct data from them. So the first Statement you receive after that date is when OVO will be able to see whether your payments match the energy you have used.
In the meantime, your account is on "Billing Suspension". I have written more about this process on another Topic here.
I don't have enough information to give you a complete answer. You don't say for example when your Contract started, nor when the Smart Meters were installed. Perhaps you could fill out your Forum Profile page, which is where I first look for these details.
However... it is quite normal for there to be a delay of 4-6 weeks between a Smart Meter installation and OVO being able to receive correct data from them. So the first Statement you receive after that date is when OVO will be able to see whether your payments match the energy you have used.
In the meantime, your account is on "Billing Suspension". I have written more about this process on another Topic here.
Hi @Transparent my contract started on 30 January 2018 and ended on 22 February 2019. Smart meter was installed on 11 May 2018. According to OVO there are no statements for Gas reading. My contract was a combined energy bill and set at estimated usage of both gas and electricity. My readings show our usage has been less than the estimate. I switched providers on 22nd February 2019. OVO has taken money both in Feb and March 2019. I have now cancelled my DD. My account shows I am in credit. But the billing department has not sent the final statement as there is confusion from OVO's side as to why they did not provide gas statements too!
Ah, now I understand @Bhavani !
OK, so the problem stems from a failed communication in May'18 between Xoserve, who run the UK gas meter database, and either OVO or DCC (or both). DCC is the Goverment-owned Data Communications Company who handle all transmissions to/fro Smart Meters.
The failure of the Meter Notification system is extremely rare. However, in your case it has meant that OVO didn't have the authorisation to take readings from your newly-installed gas Smart Meter and apply them to your bill.
The problem has only come to light when you switched to a new Energy Supplier last month. The reason it got noticed is because the new Supplier will have attempted to notify Xoserve that they were taking over your gas meter, and this produced an error when they tried to serve the Notification on the old Supplier (OVO in this case).
OVO are quite correct in stating that they will need to use (some of) the amount by which you are in credit to pay the gas bill, which they must now work out. After all, you and they have a Legal Contract which allows this to happen.
Whatever you feel about this, it is important that OVO do assign this gas bill to you. Without there being an agreed final reading from OVO, it is impossible for Xoserve to receive the Notification that you are not in debt. And without that Notification, the switch to your new Supplier will fail.
OK... so that's the technical part of the process. There remains the matter of the failure which occurred in May last year. Even if the error is due to Xoserve or DCC, you have no Contract with them. So your sole right to complain is against OVO.
Have a look at their Complaints Procedure and decide if you wish to go down that route.
And please feel free to ask for further advice or clarification if you need it.
OK, so the problem stems from a failed communication in May'18 between Xoserve, who run the UK gas meter database, and either OVO or DCC (or both). DCC is the Goverment-owned Data Communications Company who handle all transmissions to/fro Smart Meters.
The failure of the Meter Notification system is extremely rare. However, in your case it has meant that OVO didn't have the authorisation to take readings from your newly-installed gas Smart Meter and apply them to your bill.
The problem has only come to light when you switched to a new Energy Supplier last month. The reason it got noticed is because the new Supplier will have attempted to notify Xoserve that they were taking over your gas meter, and this produced an error when they tried to serve the Notification on the old Supplier (OVO in this case).
OVO are quite correct in stating that they will need to use (some of) the amount by which you are in credit to pay the gas bill, which they must now work out. After all, you and they have a Legal Contract which allows this to happen.
Whatever you feel about this, it is important that OVO do assign this gas bill to you. Without there being an agreed final reading from OVO, it is impossible for Xoserve to receive the Notification that you are not in debt. And without that Notification, the switch to your new Supplier will fail.
OK... so that's the technical part of the process. There remains the matter of the failure which occurred in May last year. Even if the error is due to Xoserve or DCC, you have no Contract with them. So your sole right to complain is against OVO.
Have a look at their Complaints Procedure and decide if you wish to go down that route.
And please feel free to ask for further advice or clarification if you need it.
Cannot use the automated refund procedure. I am a smart user and received an up to date statement on 12th April. This is a long standing issue - has it not been corrected because company policy demands manual intervention if the credit balance exceeds certain limits?
If so, the screen should state this to avoid user frustration.
If so, the screen should state this to avoid user frustration.
Hi @richardo - I've moved your post over here where you can find more info on requesting a large refund.
Hi ..I’ve been trying for months now to get a refund as I have 600 pounds in my account ..all the time it’s saying the same thing to send my meters readings and wait for the next statement ..to be honest I kind of had enough of this ..I’ve been trying to call customer service and discuss this but I’ve been holding for 30 minutes and nobody answered cause apparently are so many calls ..if nothing will be done I will stop my direct debit for few months and when those 600 pounds are finish I will start again the direct debit .cause I’m not planning to loose those money ..
Sorry to hear this, @Ciurte daliana . Take a look at the best answer for more help with this, you'll need to get in touch to get this sorted. I've checked and our wait times didn't exceed 30 minutes yesterday, please ensure you're calling the right number 0330 303 5063.
I wouldn't recommend cancelling your Direct Debit, this could affect your credit history.
I wouldn't recommend cancelling your Direct Debit, this could affect your credit history.
I been trying to call this number and nobody it’s answering..I understand you are busy but all the time when I call there 100 more people calling ? I already have 30 pounds extra charges on my mobile bill because of this calls ..I’m not planning to loose more money trying to fix this problem ..so better give me an option how I can solve this problem..
There may have been a bit of a longer wait than normal yesterday, @Ciurte daliana , this is often the case after a Bank Holiday, call queues are back to normal levels now, apologise for any inconvenience cause.
I've just checked and the current wait time to speak to an agent is under 8 mins, if you're prepared to hold great, if not you can use our call back feature, an agent will call you back. They'll be happy to help you with the refund request.
Hope this helps.
I've just checked and the current wait time to speak to an agent is under 8 mins, if you're prepared to hold great, if not you can use our call back feature, an agent will call you back. They'll be happy to help you with the refund request.
Hope this helps.
I submitted my reading on Friday 23/8/19 and my statement came through the following day. When I try to claim for my refund it’s continues to say that I need to submit a reading.
Can someone please be specific and explain how exactly I need to proceed so I may claim my money back?
If you are unable to be specific in your written answer can I please request you call me to explain the steps to avoid any wasted time?
Thank you
Can someone please be specific and explain how exactly I need to proceed so I may claim my money back?
If you are unable to be specific in your written answer can I please request you call me to explain the steps to avoid any wasted time?
Thank you
I've moved your query to this topic as it's similar,
Here's a our refund policy and how to claim a refund. Message us on Facebook, Twitter or webchat via the Help Centre for more help with this, we'll take a look into your account.
I'm asking for a refund and it says I need to provide a meter read but there's one there everyday s it's a smart metre. so why can't i have a refund
Hi
I’ve moved your post over here where you should be able to find the information you need regarding your query.
Hope this helps!
Hi,
I am in credit on my account (I have had an account for a long time and have a smart meter) and while I have tried to use the ask for a refund option it is saying I cannot?
The credit is for over £1000 and I am looking to rent out the house so I will be moving shortly.
How do I get my credit back please?
Hi there
If you’re planning to rent the house out, I’d recommend using the moving house process to close your current account with OVO at that address and allow the new tenant to open a new one in their own name. This should automatically trigger a refund of all your account credit in one go, as well as making sure you’re not held responsible for any bills run up by tenants.
If you’d still prefer to pull the refund out first, I’d suggest asking the Support Team for help, since that’s a pretty big refund which probably can’t be requested via self service. An agent should be able to arrange that for you once they’ve checked things over.
Hi
Not to worry - just contact Customer Support directly and they’ll get it sorted.
Note that Ofgem guidelines to Energy Suppliers state that your account must act as a credit-account. You will therefore not be able to withdraw all the money because enough must remain to cover the next month’s bill (for the energy you’ve already used!)
Ask again here if you need a longer explanation.
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.
Hi
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.
My usage over the past 3 months has averaged £40, I live alone and use hardly anything yet my DD is for £115 - surely taking more than you owe is illegal?!! (I have credit balance too!)
HI
We appreciate that understanding your energy charges and Direct Debit calculations is getting more important at the moment. If you haven’t already, we’d recommend checking out the guides below which might help explain how the process works:
As your monthly payment amount is based on your average annual usage you might find the amount you pay over summer is higher than your monthly charges. This allows you to build up a credit balance to offset your higher winter bills.
Have you logged in to your online account and checked out the Direct Debit calculator yet?
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