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Jintysbhoys
Rank 1
October 5, 2020
Solved

Why are OVO still taking a Direct Debit, and not refunding me final credit balance when I switched away months ago?

  • October 5, 2020
  • 19 replies
  • 2580 views

Left ovo months ago but still charging me £136 a month d/d even though I’m £400 in credit why?

    Best answer by Transparent

    Updated on 05/09/25 by Emmanuelle_OVO:
     


    Sorry to hear about the continued Direct Debit payments after your switch away from OVO.

     

    It sounds like you may still be waiting for your final statement the easiest way to check this is by logging in to your online account or OVO app (download for Android or iOS).

     

    As we explain in your leaving email, it usually takes around six weeks from the date of your switch, for your account with us to be final billed. This is because we have to wait for your new supplier to let us know the meter readings we should use on your final statement. During the time between your switch and the final statement being issued your account with us remains active and your direct debit arrangement continues.  Don’t worry any over-payment is automatically refunded once the final statement is issued. 

     

    If you’ve already got a healthy credit balance when you apply to switch, you’re able to contact your bank to cancel the Direct Debit arrangement early. However this won’t happen automatically, as we aren’t able to guarantee what your final balance will be, we can’t be sure that the credit balance will be enough to cover any final charges. If you do choose to cancel the Direct Debit early, it’s worth checking the final balance to make sure no further payment is required.

    As you mention your switch happened months ago, it sounds like there might be a delay to getting your final readings confirmed. If you’ve still not received a final statement and it’s over 6 weeks since your switch, reach out to our Support Team, who can check what’s caused the delay and may be able to offer a partial refund in advance of your final statement.

     

     

    19 replies

    Transparent
    Rank 20
    TransparentSolved
    Rank 20
    October 5, 2020

    Updated on 05/09/25 by Emmanuelle_OVO:
     


    Sorry to hear about the continued Direct Debit payments after your switch away from OVO.

     

    It sounds like you may still be waiting for your final statement the easiest way to check this is by logging in to your online account or OVO app (download for Android or iOS).

     

    As we explain in your leaving email, it usually takes around six weeks from the date of your switch, for your account with us to be final billed. This is because we have to wait for your new supplier to let us know the meter readings we should use on your final statement. During the time between your switch and the final statement being issued your account with us remains active and your direct debit arrangement continues.  Don’t worry any over-payment is automatically refunded once the final statement is issued. 

     

    If you’ve already got a healthy credit balance when you apply to switch, you’re able to contact your bank to cancel the Direct Debit arrangement early. However this won’t happen automatically, as we aren’t able to guarantee what your final balance will be, we can’t be sure that the credit balance will be enough to cover any final charges. If you do choose to cancel the Direct Debit early, it’s worth checking the final balance to make sure no further payment is required.

    As you mention your switch happened months ago, it sounds like there might be a delay to getting your final readings confirmed. If you’ve still not received a final statement and it’s over 6 weeks since your switch, reach out to our Support Team, who can check what’s caused the delay and may be able to offer a partial refund in advance of your final statement.

     

     

    Save energy... recycle electrons!
    GazH71
    Newcomer
    GazH71
    Newcomer
    January 30, 2023

    At my previous address, I was set up with OVO for both Gas and Electric, there was a smart meter though the Gas had stopped reporting for some reason. Anyway, almost 3 months ago I moved into a new address and signed up to OVO there too, as I had no issues with them. The old address and the new address are both on my account and I can switch between them.

    The thing is, I don’t want to, the old account should be closed as I’m no longer living there and it’s been over 6 weeks. The account is showing in credit, but I can’t make a refund request as it keeps saying there’s an error.

    I tried to go through the online chat but they didn’t seem too smart when it came to fixing problems, the best response I had was ‘it can take up to 6 weeks after moving’. Well, it’s been over 6 weeks. 

    Can the credit be moved into the new account and the old one closed?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    January 30, 2023

    Hi @GazH71 ,

    If the old account is being closed, the only way to get money out is via the Final Refund back to your bank. There’s no method to transfer a balance from one account to another.

    Have you definitely used the Moving Home tool in MyOVO while looking at the old account? That’s the fastest way to terminate the account.

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    GazH71
    Newcomer
    GazH71
    Newcomer
    January 31, 2023

    I definitely used the Moving Home option, it looked like it was going to close and everything was going to be fine, but I checked in to see what was taking so long and was in credit. Whenever I try to do anything with the account now I get the message, "A problem has occurred. We’ll take a look at this shortly, in the meantime please try refreshing the page.".

    ​​​​

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    January 31, 2023

    Ok, in that case try calling 0330 303 5063. Someone should be able to fix this.

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    A
    Newcomer
    Anastasia
    Newcomer
    April 10, 2024

    I have a pay as you go account that I switched from a pay monthly. since the 8th April I've switched energy providers but OVO is still charging me. how can I get this to stop?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    April 10, 2024

    Hi @Anastasia ,

    It may take some time for this to be reflected on OVO’s side. The Final Bill should correct this.

    If it doesn’t though - https://ovoenergy.com/help is the best place to go.

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      Chris_OVO
      Community Manager
      Chris_OVO
      Community Manager
      April 11, 2024

      Hi @Anastasia, 

       

      Blastoise has given you the best information for this one. 

       

      We have a handy leaving OVO step-by-step guide. This should help answer any questions you may have. If there are any answers you’re unsure of, contact our Support Team above.

       

      We’re sorry to see you go, but we wish you all the best with your new supplier! 😊

       

      Renewable energy jokes never get old.
      J
      Newcomer
      JonOxford
      Newcomer
      August 5, 2024

      Hi All.

      I switched provider from OVO on the 17th of July 2024. I was massively in credit - over £3000 and so was very much looking forward to having this refunded to me and to keeping a much closer eye on my balance with my new supplier.

      However I have yet to receive my refund and when I rang up today I was told that the refund had not been initiated and that this might be because it was over £2000. Unfortunately when the person on the phone put me on hold to check this, I got cut off after waiting for 5-10 minutes. In fact this happened again when I tried again!

      I’m not sure what to do next - am I going to have to take OVO to court to get my money back or is there something else I can try first? Any advice would be most welcome.

      Thanks,

      Jon

       

      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      August 5, 2024

      When you switch, it can take up to 6 weeks for a final bill - you don’t mention if you’ve got this yet. After a final bill, it could be another 10 days for the funds to be returned (Ofgem rules).

      When I switched it took 47 days 

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