How to get in contact about my OVO Pay As You Go account
 

Hey @Rorschach ,

Usually, there’s one of two things that happens here. Both of them will result in your credit being protected, 100% promise.

Either the credit gets transferred to the Smart Meter, or it gets refunded in cheque form. It’s more likely to be the latter, but you are of course welcome to pop it back on later as a top-up in those cases.

 

I have recently changed from traditional monthly billing to a PAYG system.  There was no change of meter...it was done remotely.

I was led to believe the account wouldn’t change and the balance I had on there (approx £300) would be allocated to the new PAYG system.  However the old balance didnt show up and when I went on chat I was told  I couldnt even get the balance paid back to me unless I left the company!!!

Surely this cannot be the case as I am dependent of this money, which I had built up during the summer months, to pay for my utilities over the winter.

Can someone please give me some clarification on how to claim back this money urgently...or I am very likely to be going cold this winter

Could I ask just to be clear, do you mean a pre-payment/top-up the meter contract?

Or are you meaning Direct Debits?

I mean the former pre payment top-up the meter 

Thanks. so you had an old pre-pay meter with a card/key and now have a smart pre-pay meter that you top-up online - is that correct?

Sorry for asking again, I’m just trying to make sure that we have the circumstances right.

If that is the case that it was just a straight swap of pre-payment meter types then I can’t see why they cannot transfer the balance or pay you a refund - but only once it has been confirmed how much you had put on the old one and how much of that had been used before it was exchanged.

That can take time to verify and calculate of course, how long is it since your meters were exchanged?

(That verification/calculation of the remainimg balance is also the same calculation that needs to be done if you are switching companies, so maybe that’s what the confusion on the chat was on about).

Thanks for your response.  Much appreciated. I think I can deal with it now

Mmm, just re-reading you original post I seem to have got hold of the wrong stick, not just the wrong end. (unless you have edited that post?).

ie. There was no actual exchange of physical meters, simply a change of mode on the existing smart meter from Credit mode to Prepay mode..

TBH I don’t seem to have answered your particular question at all, other than the fact that it might just be taking time.
If you found something in there that helps then fair enough I suppose, but do come back if you are still having a problem.

I'll see how I get on and certainly get back to you if I continue to have problems with this. Many thanks again for your kindness 

Useful note: £300 is more than the maximum PAYG Meter Balance so it may be a case that you’ll need to have the credit drip fed slowly.

I'd thought of that but wasn't sure if was just how much a card/key could hold, rather than what an online pre-pay account can have in it.

I don't know if it's the technology or if it's the Standard Licence that sets the limit?

IIRC it’s probably rules based. One could argue it also limits how much cash can go down the drain in the event of a fault.