Why can't I request a refund when my account is closed?

Apologies,  I work fir a bank and understand how they both work. Feel free to delete my comment and Apologies.

It’s ok, just remember to be careful - there’s often far more to the story than what you can see on the surface. It’s those extra details that can change the game in unexpected ways.

We just ask that you take that extra time before posting to make sure you’re not going off-track.

@alinbongo54 No need to apologise, I don’t think you were suggesting any sort of illegal or fraudulent behaviour in your comment - most customers try this avenue in this type of situation, however as @Blastoise186 mentions, it can usually mean OVO (or another company) would be in their right to request any outstanding balances back (which would just lengthen the issue and process).

If your account was well within credit and a payment was taken, where you desperately needed the money back in your bank account, you can speak with us at OVO and we, in most cases, as long as we have correct readings, can potentially work out some form of partial or full refund of the difference. We’d just make the customer aware that, depending on the final bill,  we may need a further final payment depending on the final balance and statement.

@Blastoise186 Lets not be too heavy handed with our users, I appreciate what you’re saying and doing, but we could’ve maybe framed that in a more friendly and guiding way! 😊

I moved address 2 months ago, I’ve stayed with OVO, but with a new account. My old address/account is still showing that I’m on credit. How do I get that back ?

Hey ​@Amadcap,

When you’re moving, Just let us know! We can help transfer your service to your new property. As part of this process, we’ll close your old supply and make sure any credit is returned to you within six weeks. 

If you haven’t seen the refund by then, don’t hesitate to reach out to our Support Team they’ll be more than happy to check in on the closure status and help with your refund.

You can find more information in the article below or find out best contact options to discuss the refund:

Just a word about those six weeks. When a customer stops being one, whether by moving or just switching to a new supplier, someone has to take over responsibility for paying for energy used after the move or switch - if it’s a sale, the new owner; if a tenancy, often the landlord unless a new tenant moves in immediately. There is a tedious and often long-winded process to be followed, involving a third party (a properly-authorized ‘data validator’), who is instructed by the new supplier to confirm meter readings submitted by the ‘new’ customer. The validator then makes contact with the old supplier to ask for agreement about the readings. If the old supplier accepts, no problem. If there’s a dispute, the validator then has to make an assessment which becomes binding on both suppliers. Once that’s been done - and not before - the old supplier can issue a final bill, demand any outstanding amount or refund any credit on the account. 

This process can be long-winded, which is why the regulator (Ofgem) allows six weeks for it to be brought to a conclusion. If the bill doesn’t turn up in time, there’s compensation to be paid to the customer, and more compensation if any credit isn’t refunded promptly. Most cases proceed without a hitch.