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

Your next step in that case should have been https://ovoenergy.com/feedback followed by the Energy Ombudsman.

If you want the best chances of resolving this, I’d suggest cancelling the switch and using that process if you’re still able to.

OVO  customer service told me that there is such a backlog of complaints  that they could not even tell me when this problem will start to be looked at . It is obvious to me that OVO will soon collapse under such pressure . I have been waiting for 3 months already , and have been told that they cannot guarantee that it will be resolved this year . I dont want to give them more of my money .

Actually, the deadline is eight weeks, after which you can head to the Ombudsman automatically.

[I see that several posts have been made while I was drafting this. I don’t think they make much difference to what I’ve written.]

Thank you.

The amounts of the bills aren’t really helpful. What counts are meter readings, leading to consumption figures in kWh. If you could share the latest readings and those for the same date a year ago, along with the current (day/night) unit rates and standing charge, we could see what’s reasonable and what isn’t.  It would help to know where this property is located - the first part of the postcode is usually enough.

The Direct Debit (DD) is based on the Future Annual Consumption (FAC) figure, which you can see on the online Plan page. This should be not very different from the difference between last year’s and this year’s readings. You can also see how the DD amount is arrived at on the DD Calculator pages.

If Support have refused to recalculate your DD, you might consider submitting a formal complaint. If you don’t get satisfaction in either respect within eight weeks, you can refer the case to the Energy Ombudsman.

I’m sure that this isn’t a question of honesty or theft, but rather human error. Switching supplier at this stage is likely to make it more difficult to get to the bottom of the situation.

Yes i’m sure that’s right   OVO told me that it is a technical issue code 10304 . and that it did not fall within the regulation - I do not believe them . i spent over 2 hours on the phone to a guy called Bellan as I refused to be side tracked . Then eventual spoke to a Sandra ,senior resolution manager  who was truth full enough to tell me that they were totally overwhelmed , She feared for her job if OVO went bust

location is  Perth Scotland .  PH1   The usage is erratic  , we spend 2-3 weeks at Christmas each year (high usage)  spring can be  ( high or low .) low this year  very warm . summer low (long daylight) and we are often touring using Perth as a base .

I am not complaining about the amount that the dd was set at , I requested that we went on dd expecting that this may need to be changed and any surplus would be returned . 

I cant see all of the responses for some reason !   says 10 replies I can only see 5 ?

I’m seeing all 11 as expected. It seems to be working fine for me.

However, I have used the forum diagnostic toolkit to force-purge the cache against this thread anyway, so it should show 11 comments for everyone now (assuming this one wasn’t posted)

still no response from OVO

Thanks everyone , The energy Ombudsman has now taken up the case . I’ll let you know what the result is .

thanks again  

Hey ​@robinwings, 

I’m sorry for the experience you’ve had in applying for a refund.

We're unable to provide specific assistance with Ombudsman cases via the Forum. Once the Ombudsman accepts a case, it's managed directly between your assigned case handler and complaints handler. Since we lack account access, community advice is solely based on the submitted question. Hopefully, you achieve a resolution soon.