I am owed money by OVO after closing my account when moving..
I have sent pictures by email to them of final meter readings as asked for by call centre now I have an email asking me to call the call centre to give my final meter readings who have asked me to email pictures of my final meter reading.
Any one able to help with next step please as it is nearly £400 owed to me when they took over SSE whom i was with before this shower came along..
Solved
How do I get my refund back after my account has closed after moving home?
Best answer by Tim_OVO
Updated on 10/07/25 by Emmanuelle_OVO:
If you have a credit balance on your OVO Energy account after moving out, the credit will be automatically refunded to you, typically within 10 working days of your final statement. You don't need to request it separately, and the refund will be credited to the bank account associated with your Direct Debit.
Here's a more detailed breakdown:
1. Final Bill and Readings:
- OVO will automatically take a meter reading on the day you move out if you have a communicating smart meter.
- If you don't have a smart meter, you'll need to provide a final meter reading.
- Your final bill will be sent within 4 weeks of your move-out date.
2. Automatic Refund:
- If there's credit left on your account after your final bill, it will be automatically refunded to you.
- The refund is typically processed within 10 working days of the final statement.
- The money will be refunded to the bank account associated with your Direct Debit.
3. If you haven't received your refund:
- You can check your online account or the OVO app to see the status of your refund.
- If you are still unsure, you can contact OVO's customer service directly through their website, app, or by phone.
4. Important Notes:
- There might be delays in processing your final bill and refund if your meter readings are disputed or need to be verified by another company.
- If you are switching to a different energy supplier, they may need to verify the readings with OVO, which could also cause a delay.
- You can also request a refund if you have credit on your account while still with OVO, even if you are not moving out, as long as you have at least a month's worth of Direct Debit in credit.
Hi
Here’s a guide that shows how to close your account via your online account:
If the reading is on the account, the final bill is generated and the account is closed, the refund will be automatic. If anything is stuck in that process, the Support team are best placed to fix it.
I’d recommend avoiding email despite the advice you were given (I’m passing this on as feedback), as you can get a quicker response via online chat, where you can attach documents or images. See online chat here.
I closed my Ovo account five months ago after selling my home, and I’m still waiting for the surplus on my account to be refunded. I’m raising the matter with the Energy Ombudsman, but if someone from Ovo sees this perhaps you’d like to get in touch, as I’m having no luck contacting you by phone or email.
+8- Super User
Hi
Live Chat is faster than both of those, try it via https://ovoenergy.com/help .
+4Hey
I’m sorry to hear this,
I’ll get Forum_Support to reach out, please keep an eye on your private messages.
Update: I missed a call from Ovo last Thursday. So it's a hopeful sign that someone did try to call, but they said they'd call again and they haven't. I didn't get the name, but it was someone from the customer resolutions team, so I need that person or someone else to call me back asap please.
They’ve now gone back to ignoring my emails, and we’re up to almost six months of Ovo holding on to my £2,000+ credit, which must be getting pretty close to constituting theft.
My next steps will be to drag Ovo through the mud on social media, copying in media organisations, the regulator and my MP.
+4Hey
As advised Forum_Support will be in touch, I’m glad to hear a complaint has been raised and someone from the complaints resolution team has been trying to get in touch with you.
I’ll see if we can find out who called you and ask them to call again.
I moved 3 months ago and had a final statement confirming a credit balance. On the OVO website it states that this is paid back 10 days after moving but I have still received nothing and I cannot see any other way of contacting OVO other than this forum.
Can anyone tell me when I will get my money back?
+8- Super User
Hi
For this I’d recommend checking with OVO Support again on either 0330 303 5063 or https://ovoenergy.com/help for Live Chat.
I’m really sorry, but we can’t access your account via the Forum so you’ll need to speak to the team over there for this one.
+4Hey
Sorry to hear about this, I’m glad though that one of our volunteers has already stopped by with some advice on this for you.
Usually when you switch suppliers, we’ll receive the information we need from your new supplier and issue a final statement within 6 weeks of your switch date. If you’ve got a credit balance, once the final statement has been issued, this’ll be automatically refunded and be back in your bank account no longer than 10 days after you get the final statement.
Occasionally a final statement might be delayed which means your refund may take longer than expected. If you’ve still not received a final statement or refund 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.
I hope this helps, do let us know how you get on.
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