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J
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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

    Show previous replies
    J
    Newcomer
    JonOxford
    Newcomer
    August 5, 2024

    Thanks very much. I was under the impression it was 10 working says from when I switched. I received my final bill just a few days ago (and then another one today after my phone calls to the helpline). I guess I will have to extend my overdraft again and explain to my bank why!

    I’ll post a reply here if and when I actually receive my refund. I hope it doesn’t take 47 days.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    August 5, 2024

    If you need to get in touch in the meantime, try Live Chat at https://ovoenergy.com/help - it’s faster and generally more reliable.

    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!
      BPLightlog
      Super User
      BPLightlogSuper User
      Super User
      August 5, 2024

      Thanks very much. I was under the impression it was 10 working says from when I switched. I received my final bill just a few days ago (and then another one today after my phone calls to the helpline). I guess I will have to extend my overdraft again and explain to my bank why!

      I’ll post a reply here if and when I actually receive my refund. I hope it doesn’t take 47 days.

      If you have a final bill it shouldn’t be too long. My 47 days was from my switch, not from the final bill. 
      Incidentally, if you’re that much in credit, I would suggest cancelling your direct debit - they say not to but they have your bank details so it doesn’t slow that part. 

      Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
        Shads_OVO
        Retired Moderator
        Shads_OVO
        Retired Moderator
        August 6, 2024

        Hi @JonOxford,

         

        I’m sorry to hear this.

         

        It seems our forum volunteers have already stopped by with some great advice here. 

         

        Please let us know if you still haven’t received your refund after 10 working days from your final bill.

        J
        Newcomer
        JonOxford
        Newcomer
        August 6, 2024

        “ Incidentally, if you’re that much in credit, I would suggest cancelling your direct debit - they say not to but they have your bank details so it doesn’t slow that part.“

        I was very annoyed to find out this morning that OVO took another £191 from my account yesterday because the direct debit was not stopped. I didn’t want to do this myself because I thought that if I did then it may prevent or at least slow down my account from being closed by OVO.

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        August 6, 2024

        I suspect that’ll be the last one they take - after this it should stop.

        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!
        J
        Newcomer
        JonOxford
        Newcomer
        August 6, 2024

        I’m trying to get a refund from my bank because they had no right to take that extra payment to add to the huge pile of my money that they already have. I received an email from OVO on the 2nd August:

        Hello Jon,

        We’ve noticed that you’ve cancelled your Direct Debit. That means we won't be able to collect your payments.

        This is not true - I did not cancel the direct debit but assumed that this was an automatic email sent because the direct debit had been cancelled by them.

        BPLightlog
        Super User
        BPLightlogSuper User
        Super User
        August 6, 2024

        It does look like an auto response. I did cancel my dd - as I suggested earlier - just after my switch as I knew that I had credit. It didn’t alter my refund (although at least they didn’t take another payment)

        Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
          Shads_OVO
          Retired Moderator
          Shads_OVO
          Retired Moderator
          August 7, 2024

          Hi @JonOxford,

           

          I’m sorry to hear this.

           

          Usually your Direct Debit would be cancelled once your final bill has been sent out. If a Direct Debit is due within the next 4 working days after it has been cancelled, unfortunately it will still leave the account. The bank requires at least 4 working days notice for any changes to Direct Debits. 

           

          You’d get a full refund including the recent Direct Debit that was taken within 10 working days from your final bill. You’d also be able to file an indemnity claim through your bank if you’d rather go that route. They’d be able to reverse this payment. 

           

          I apologise again for any inconvenience caused. You should hopefully have a your full refund soon.

           

           

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