Where's my final refund?

Well after switching accounts to Intelligent octopus because OVO did not have an EV plan for electricity users only - OVO communicated final bill was ready and that they owed me £460 (clearly Debit was to high) I had lots of emails from them saying refund would be made in 10 days others saying 4 days so I closed my direct debit and awaited for the refund - - well would you believe it they have refunded me twice - now they have communicated saying final bill is ready (I wonder if this is the ABF bill) saying that I am

in negative and will Collect via direct debit - err no you won’t as you had already informed me of a final bill where I was in credit so

i cancelled DD - now a text (first one) “we are writing to you again regarding the money you owe us”  not an email or test saying “We have made a mistake and credited your refund twice) think I’ll wait for that email before I repay - common courtesy

Paul

Hi @paulbrash and thanks for flagging this. 

I’ve not heard this happen like this. I’ve flagged internally to see if other examples have happened recently. 

As you can tell, the double refund has left a debt balance which is prompting automated debt collection letters. I totally understand your point about it not being your fault, and I’m sorry you were affected like this. The account balance is correct so I’d recommend making a online payment of the amount of the erroneous refund here:

https://account.ovoenergy.com/payments/make-card-payment

I moved home over a month ago and final meter reading was submitted on the day of the exit. I have a credit balance of almost £300 which I need to be refunded back to me, however, I have been going back and forth with several OVO customer service with no results. I was told the billing team had placed a hold on the account. 

How long does it take for this account audit and refund? It has been since April.I am very depressed right now over this situation as I am not working at the moment and I need the money to sort myself for the time being.

*post edited by moderator*

Hi @captayenolu ,

Please try to avoid using all caps here. It’s really hard for people like me to read and is the internet equivalent of shouting. I’ve asked a forum moderator to edit your post so that it’s easier to read.

The best option I can recommend in this case is https://ovoenergy.com/feedback .

Hey @captayenolu 

It can take up to 6 weeks for the final bill to be produced, so any credit remaining after this bill is produced will be automatically refunded to you then. 

If you’ve already had your final bill, it’ll be best to get in touch with the Support Team. I understand that a hold was placed on the account, so they’ll be able to check if this is still in place, so if you’ve yet to receive the final bill either, I’d contact the Support. 

If you’ve already followed Blastoise link to make a complaint, then hopefully they’ve already started resolving this for you.

Keep us updated on how you get on with this, as it can be helpful for others who may experience a similar situation.

Thanks @Abby_OVO, I did as suggested by @Blastoise186 yesterday. Unfortunately, however, It has been over 6 weeks now that I moved home and submitted the final reading, it is actually the 7th week running now, yet no final final bill has been sent to me neither has anything been done to refund me.

Hey @captayenolu 

I’m sorry to hear that. 

Keep us updated with how you get on with this issues, as it may be helpful for others in future in similar situations.

@Abby_OVO So I just my final bill this afternoon as well as a mail for confirmation of refund. Although, I have received similar mails stating my refund has been processed, it should be in my account within 10 days several time up to 4 times, however, nothing showed up, hence, I’ll remain a sceptic until fund physical in my account. Thank you for all suggestions and guide up this level.

I’ll keep you and @Blastoise186 up to date if and when received after the 10 working days.

Cheers.

Hey @captayenolu 

Thanks for the update!

I’m glad to hear the final bill is with you now, hopefully that refund will be with you soon.