OVO Has Failed to Issue My Final Bill for Over 10 Weeks, No Refund, No GSOP Compensation, and No Response to Formal Complaint

Account number: 24836117

I am extremely disappointed with how OVO has handled the closure of my electricity account.

My account was closed on 17 July 2026 when I moved out. On that same day, OVO confirmed to me in writing that:

• my account had been closed;
• no final meter reading was required because the property has a smart meter;
• my final bill would be issued within 6 weeks; and
• any remaining credit would then be refunded.

That six-week deadline expired on 28 August 2026.

It is now 2 October 2026.

I have still received:

• no final bill;
• no refund of the credit balance;
• no GSOP compensation for the missed final-billing deadline; and
• no acknowledgement of my formal complaint submitted on 28 September.

This is not a minor delay anymore. OVO has had more than ten weeks since my account was closed, despite having already confirmed that no further meter reading was needed from me.

What is particularly frustrating is that I have done everything required on my side. The account was closed, the meter is smart, OVO confirmed the process in writing, and I have already raised a formal complaint. Yet I still have no final bill, no refund, and no complaint reference.

At this point, I would like OVO to explain:

1. Why has my final bill still not been issued more than 10 weeks after account closure?
2. Why has the credit on my account still not been refunded?
3. Why has the applicable GSOP compensation not been paid?
4. Why has my formal complaint not even been acknowledged?
5. What exactly is preventing OVO from completing what should be a straightforward account closure?

I would appreciate it if an OVO moderator could escalate this to the relevant billing or complaints team urgently.

I can provide my account details privately if required, but I will not post personal information publicly.

If this remains unresolved, I intend to escalate the matter further through OVO’s CEO complaints route and the Energy Ombudsman as soon as I am eligible to do so.

This has already gone far beyond what I consider a reasonable delay.