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

Thanks Blastoise186, I wasn’t expecting you to organise it, just wanted to know if this happened to others or if someone might be able to shed light on it. 
 

I have looked at my account, but can’t see anything that might explain it.

It’s a rare situation, but the system leaves logs behind so it should be possible to trace whatever happened to those funds. IIRC they cannot leave the account without leaving some kind of marker behind.

Definitely let OVO Support know about this ASAP - the sooner you do, the easier it’ll be.

It depends how much you wanted to have refunded. First-line support agents can authorize up to £500, but anything more needs higher authority. It sounds as if the agent was trying to get this but failed to get through, so you’ll probably get the £500 in a few days and the rest when whoever you talk to next manages to get authority.  

You would normally get an email pretty quickly telling you that ‘your refund’s on its way’.

Hi @Hubiegas,

I’m sorry to hear this. 

It seems our forum volunteers have already given some good advice here. 

Unfortunately we don’t have access to your account via the forum so it would be best to contact our Support team so they can look into this further.

These threads may also be helpful:

i have requested a credit refund (acc is now 1000 pounds in credit ) , our usage is about 50 per month.   I have been requesting this now since march 2025 . It has been refused as they say that they may owe me other credit from other years and cannot make ANY REFUNDS whilst they investigate . this has been going on for 3 months and they cannot say how long I must wait .

I was told that they will not guarantee it will be resolved this year ! 

can any one help

i have requested a credit refund (acc is now 1000 pounds in credit ) , our usage is about 50 per month.   I have been requesting this now since march 2025 . It has been refused as they say that they may owe me other credit from other years and cannot make ANY REFUNDS whilst they investigate . this has been going on for 3 months and they cannot say how long I must wait .

I was told that they will not guarantee it will be resolved this year ! 

can any one help

I’m sorry you haven’t had any earlier response to your appeal for help. That may be because you’ve given us limited information to go on. The more you tell us, the more likely it becomes that we can make sensible suggestions.

The account balance can vary wildly during the month, so £1000 the day before the Direct Debit (DD) is taken means something quite different from £1000 the day after. 

There are a few hurdles in place to minimize mistakes and fraud, and you seem to have run into some of them. The first requirement is an up-to-date meter reading. This shouldn’t matter too much if you have a smart meter sending readings regularly, unless it’s set only to send once a month.

Second is the amount. The online tool will not allow a refund that would leave a balance of less than the amount of three months’ DD. Nor will it allow a refund of more than £500. To get round these limits, you could request a refund of £499, so long as the amount left is more than three months’ DD. 

The supplier can’t legally refuse to refund any credit on your account so long as there’s at least the amount of one month’s DD left in the account after the refund, but you’d have to call Support to make the request if the online tool can’t handle it. I don’t understand the refusal to issue a refund because that credit balance may be higher, so you’ll have to explain that to us.  

I’m sure you’re familiar with this document, but others falling over this thread may not be: Refund Policy | OVO Energy

Hi firedog

The small property is our second home , it has a smart meter . the direct debit is set at 211 and they will not let me alter this amount until they have investigated why they have overcharged me . the last bills  -mar 17.60 - apr 66.36  may 23.67 jun 14.41

the property has storage radiators , you can see that the property has not been used much during the last few months . we normally spent 1 week each month there , the electricity is switched off at the consumer unit when we leave each time . the credit on the account continues to increase . now stands at well over 1000 .

I have now started the process of switching to a more honest supplier , but fear that OVO will not refund the money they have stolen from me 

You shouldn’t attempt to switch away whilst an investigation of this type is ongoing - you risk never getting it resolved if you do so.

Thks Blastoise 186

This is my fear , but I have tried for 3 months and the money is still being taken . they do not listen or want to resolve the problem .