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I need help with a refund from pay as go

I
Carbon Cutter***
  • Itagen
  • Carbon Cutter***
  • 5 replies

Hello,

I recently switched to octopus from OVO.

I was a pay as go customer for about 6/7 years from when it was SSE and I had a £110 on my in home display meter as balance when the switch happened (the OVO app even says this)

I got my final statement through and OVO said "your due a refund" I was like oooh nice I should hopefully get the £110 back as this is what they told me. Opened the statement and apparently I'm only due £48

How is this possible? I'm pay as you go, so whatever I have on my meter I've purchased and use in real time.

They said that they can see a consumption charge of £50 and a standing charge of £12 which when deducted from the £110 equals £48 (I can do math 😂) this is from the 28 sept to 21 Oct I think they said.

I still don't understand though, I don't pay for the last month I used, the next month if that makes sense..if I put the kettle on and it costs £1 then it deductes from the £110... 

Could someone shed some light on this?

Also no debt from emergency credit or anything like that.

Thank you x

Best answer by Chris_OVO

Hey @Itagen, 

 

I can see @Blastoise186 has already offered some advice as we don’t have account access here it’s hard for us to fully understand the reason for the changes in balance. You’d be best calling on the number above and speaking with our Support Team who can give you more information. 

 

You’ll find more information on our moving homes process here: 

 

I hope you get the answers you need 😊

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10 replies

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • 7903 replies
  • October 28, 2024

Hi @Itagen ,

Sorry but we can’t access accounts from here. You’re probably best off calling 0330 175 9669 for this one if you think the refund is wrong. However, I get the feeling it’s probably accurate somehow.

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!
I
Carbon Cutter***
  • Itagen
  • Author
  • Carbon Cutter***
  • 5 replies
  • October 28, 2024

What my app said and what my in home display said.

Said £110 by the time the switch was official

I
Carbon Cutter***
  • Itagen
  • Author
  • Carbon Cutter***
  • 5 replies
  • October 28, 2024
Blastoise186 wrote:

Hi @Itagen ,

Sorry but we can’t access accounts from here. You’re probably best off calling 0330 175 9669 for this one if you think the refund is wrong. However, I get the feeling it’s probably accurate somehow.

How would it be accurate though? Could you explain more why youd think that?

Blastoise186
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • 7903 replies
  • October 28, 2024

It would have been temporarily frozen during the switch. What you see in the app was likely what it was at the time of the freeze.

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!
I
Carbon Cutter***
  • Itagen
  • Author
  • Carbon Cutter***
  • 5 replies
  • October 28, 2024
Blastoise186 wrote:

It would have been temporarily frozen during the switch. What you see in the app was likely what it was at the time of the freeze.

Yeah I completely understand that, the switch was made on the 24th. I spend alot of time at my girlfriends house so the £110 which I saw and that OVO say they have is correct 

Blastoise186
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  • Blastoise186Plan Zero Hero
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  • 7903 replies
  • October 28, 2024

Then you need to dispute the refund amount via OVO Support. I can’t do that from here as I don’t work for OVO.

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!
I
Carbon Cutter***
  • Itagen
  • Author
  • Carbon Cutter***
  • 5 replies
  • October 28, 2024
Blastoise186 wrote:

It would have been temporarily frozen during the switch. What you see in the app was likely what it was at the time of the freeze.

How does this explain why I'm only due £48 instead of the £110 

I
Carbon Cutter***
  • Itagen
  • Author
  • Carbon Cutter***
  • 5 replies
  • October 28, 2024
Blastoise186 wrote:

Then you need to dispute the refund amount via OVO Support. I can’t do that from here as I don’t work for OVO.

Sorry, thank you for your help I just didn't know if you knew something I didn't about pay as go. 

Blastoise186
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
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  • October 28, 2024

I can’t tell you what I can’t see I’m afraid. Forum Volunteers such as myself lack Crystal Ball powers. You’ll need to ask OVO what’s going on with this one.

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!
Chris_OVO
Community Moderator
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  • Chris_OVO
  • Community Moderator
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  • Answer
  • October 29, 2024

Hey @Itagen, 

 

I can see @Blastoise186 has already offered some advice as we don’t have account access here it’s hard for us to fully understand the reason for the changes in balance. You’d be best calling on the number above and speaking with our Support Team who can give you more information. 

 

You’ll find more information on our moving homes process here: 

 

I hope you get the answers you need 😊

Renewable energy jokes never get old.

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