Refunds of credit from your OVO account

After 4 months of trying to get a refund of a positive balance from Ovo Energy, I am now having to initiate legal proceedings. I am guessing that Ovo have cash flow problems - so anybody that has a large positive balance, be careful!

They continuously sound reasonable and promise to repay, I keep giving them one more week to make the payment… then nothing, no contact, and back round the same conversation - so the formal ‘letter before action’ was served on Ovo today.

Who else has similar issues?

Thanks for sharing this, @surema - sounds like a very frustrating journey to get your credit back. 

Can I ask for a bit more info, just to help us comment more? For example are you still with OVO? Do you have smart meters or an update to date statement based on actual meter readings? What reasons have OVO previously given for the delay?

My advice, if you haven’t done this already, is to make sure that letter you sent in gets raised as a complaint. The final point of complaint escalation will be between yourself and our Complaints team. If then your issue is still not resolved as you would like it, a deadlock letter will outline the details for the Ombudsman. However, please be advised that if the issue was raised longer then 8 weeks ago (and you say it was 4 months) you would be able to approach the Ombudsmen directly. 

More info on our complaint process here. 

I moved house in November, informed Ovo, was promised a refund of the positive balance. I complained/escalated in December.

I have been promised ‘refund by the end of the week - to very nice representatives of Ovo, They all sounded great, very helpful: then the payment did not happen.

After drafting and emailing the LBA, I realised there was an ombudsman option, and so have instead initiated that today.

I have just posted an “Idea” as Conversation and Question options did not allow me to post my COMPLAINT !!!!!

I want a refund as I have £600+ in my account, meter readings sent, only allowed £100+ despite policy of £1000 max.

Also told another claim had to wait 24hrs but guess what “computer says no”.

Disgusting customer service that I notice on this site has been going on for at least four years.

I will be changing supplier without waiting for an apology.

Hi @MrAngryofBournemouth 

Sorry to hear about your situation. 

I don't work for OVO, a few of us here try to help customers where we can voluntarily.

You can't register official complaints via this forum. Hence why there is no option. 

OVO complaints can be registered in a number of ways including an online form. There is a link to the form on this page. 

https://www.ovoenergy.com/feedback

Finally would you like us to try and help understand what is going on? We would need to ask some questions about your usage and tariff etc. 

Am not sure if you are asking for help or just telling us you are moving. 

Happy to help, but no worries if you think you don't need any help. 

Why are Ovo avoiding refunding the credit that has built up on my account even though I have supplied them with meter reads, photos of meters and a copy of my bank statement?

Hi @sidpotato and thanks for posting on the OVO Forum about this. 

It sounds like you’ve done everything we’d recommend to get a refund. It should be possible on your online account. More info here:

Just make sure the refund amount doesn’t leave your account below 1 month’s payment. We recommend having 3 months credit in there. At this time of year the idea is to build up credit in the summer to avoid ending winter in a large debt…

If you’re sure the refund amount is correct and it’s not working on the online account, our Support team are here to help. 

Yep done all of that. Website says no readings. Staff say send readings, pics, bank statement etc. Still no refund. Still no one can say when the refund will be made. Staff all say they cannot do anymore and there is no one else I can speak to. I have been effectively told to go away and if Ovo decide they will give the £2.5k back they may do that at some point in the future. This is an account on my name on my deceased mothers property. Ovo don’t seem to want to refund the credit which built up due to a reduction in usage. The platitudes on ovo website about supporting customers and charitable giving do not ring true for me. Ovo is using its corporate power to fob me (and I believe others) off. Ovo should not have taken over SSE if they are unable to manage their business and cannot afford to repay customers like me.  Please let me have the contact details for the person in charge of Ovo. 

Please let me have the contact details for the person in charge of Ovo. 

I can’t give you those details as they’re not publicly available and there’s no way for me to find them either. But I can recommend the complaints process at https://ovoenergy.com/feedback . You’ll probably get the matter resolved pretty quickly that way

Already raised a complaint. Received a generic email that says not to email more than once because it will delay the process. What a joke.  I appreciate your attempts to assist but tbh Ive had enough of your  awful company and their attempts to thwart and frustrate my simple request. There always seems to be a reason not to pay and there is no one at Ovo who seems to have authority to make the payment. This refund is overdue and ovo are not paying. Ovo’s behaviour in this instance is typical of dodgy debtors who are trying to avoid paying what they  owe using their power to make the people they owe money to give up and go away. Beneath the platitudes Ovo are simply  a typical greedy corporation pretending that they aren’t.