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Elaine
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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

    Show previous replies
    H
    Newcomer
    helen04
    Newcomer
    June 5, 2023

    Thanks that's really helpful 😊 

      S
      Newcomer
      Snipepie
      Newcomer
      June 6, 2023

      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 ? 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      June 6, 2023

      Hi @Snipepie ,

      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.

      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!
        S
        Newcomer
        Snipepie
        Newcomer
        June 6, 2023

        Thank you. I presume there is a phone number somewhere on the site ? 

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        June 6, 2023

        https://help.ovoenergy.com for Live Chat or 0330 303 5063.

        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!
          S
          Newcomer
          Snipepie
          Newcomer
          June 6, 2023

          Thanks very much👍👍

          J
          Newcomer
          Jojojo
          Newcomer
          June 28, 2023

          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?

          I have the same problem. Not so much credit but OVO put up my dd against my wishes as I knew I would be away for 10 weeks between February and April. Try to get refund on line and just get message saying there’s a problem and to contact OVO.

          Emmanuelle_OVO
          Retired Moderator
          Emmanuelle_OVO
          Retired Moderator
          June 28, 2023

          Hey @Jojojo,

           

          Sorry for the issues you’re having,

           

          I’d strongly advise getting a smart meter installed ad this means even when you are away regular readings are sent in, so you won’t be billed to estimates.

           

           

          In the meantime, if you go away you can continue to send in the same meter reading or with a few kWhs added on due to appliances that may be left on like a fridge or freezer. 

           

           

          You can contact the Support Team to reduce your direct debit and request a refund if the direct debit is too high and you’ve built up a large credit. 

           

          You can also change some of your direct debit details on your online account or OVO app (download for Android or iOS) - such as the payment amount or date. Check out the ‘payments’ page to make these changes and check the bank account details you have registered.

           

           

          Renewable Energy? Big Fan.
          C
          Newcomer
          Cordelia
          Newcomer
          October 28, 2023

          My OVO account has built up to the extent that they now owe me over £5,000. I have asked for a refund via telephone and submitted a photo of my meter. They have acknowledged that a meter reading was received on 16 October 2023.

          I was assure that this would be refunded to the bill paying account but have not received this yet. Should I write to them now (in anticipation of a complaint and then a further complaint to the Energy Ombudsman)? What is the best address to use? Thanks!

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          October 29, 2023

          That’s an awfully big refund to be requesting at once, so my guess is that it may have gotten snarled by a security check or similar.

          Please see https://ovoenergy.com/feedback for your options. Note that post is the slowest option and I don’t recommend it.

          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!
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