I'm switching away from OVO, why is there a delay for my final bill?

Hey @waiwurrie 

Sorry for the issues you’re having

I understand your frustration. The timeframe is due to a third party data collector needing to agree the opening readings with the new supplier & closing readings with the old supplier so that the final bill can be created. This is an industry timeframe & may change in future & become more streamlined but currently stands at six weeks. If you contact the support team they may be able to manually work out & estimate what the final bill will be & refund the rest. 

Just to add that one of the elements of the switch process being discussed is the myth that cancelling the DD on switching would make it difficult for OVO to issue the refund because the bank account details would disappear with the DD mandate. There’s enough evidence to indicate that this is not the case, so perhaps it needs emphasising that nothing bad will happen if the DD is cancelled.

If you’ve recently been billed to up to date readings from the meter & are confident that your final bill will be covered by your credit you can cancel your direct debit. We’ll refund to the most recently active bank details on our system @waiwurrie 😊

I’ve also moved to Octopus. 
it’s a bit odd, getting prompt responses and people doing what they say they will. 
 

i moved in May, from OVO. 
still not had final bill or refund and as nobody does anything, the excuses keep extending the timeline. 
I’m thinking the only way to get someone to actually bother doing anything is going down the regulator complaint route. 
 

ive got a brain injury that really makes dealing with this stuff a nightmare. I’ll have to get one of my support workers to get the ball rolling. 

Ofgem will not process your complaint - you must go via the Energy Ombudsman, not Ofgem.

Hi @Marmalade,

I’m really sorry to hear about this delay with your final bill.

It should only take up to 6 weeks for your final bill to be generated. When you got in touch did the team say why your bill might be delayed? 

Going down the complaints route may be the best option in this case if you haven’t raised one already. Here’s a link to our complaints procedure:

https://www.ovoenergy.com/feedback

Hope this helps.

26th July, I was told 3-5 days to finalise the account and 4-6 weeks for a refund. 
20th sept, told transfer was 20th

August, and it would be 6 weeks from then. 
 

still nothing. 
 

I’m really sorry for the issues you’ve been experiencing, that’s definitely not the experience we want for our customers, @Marmalade.

I’m going to have our Forum_Support team reach out to you so they can help you further with this. Look out for a private message here soon:

https://forum.ovoenergy.com/inbox/overview

I pmd 5 days ago. Had a seemingly unrelated response to which I replied 4 days ago. 
 

heard nothing since. 
live help had told me I had a refund on the way and I’d have it within 10 working days. This was over 3 weeks ago, so that isn’t happening. 

I’ve sent an email to complaints. 
the automated response suggesting I use the app or website is amusing. Since neither works, never have. 
 

is anyone capable of completing my switch, which I assume is a fairly normal occurrence?

I don’t know if this will help at all while your account is clearly in a state of flux, but paym.ovoenergy.com is the old address. Of course, it should redirect you if your account had been migrated to the newer system, but it may be worth trying to reach my.ovoenergy.com. Use the email address you use to contact OVO as the username and see what happens. 

Meanwhile, check that you have the latest version of the OVO Energy app from your app store.