Hoping someone can help shed some light on my current situation. We recently bought a new house on 5th December, and looked at whether I could take my current OVO account across from old to new address however not possible. I’ve been with OVO since 2021 and have had nothing but positive experiences so I was keen to stay with them.
So I notified OVO immediately of a moving out date of 31/12/2025 whilst also asking for the Direct Debit (DD) to be cancelled with immediate effect (I believe this was requested with ample time). As we were a considerable amount in credit already, we were told OVO would just use that amount to cover the final bill and refund the remainder. We also had a smart meter fitted so any final readings would be automatically submitted to them.
Fast forward to 01/01/2026 and OVO had taken the supposedly cancelled DD out of my account. I've also had an email with the amount to be refunded to me, however it’s considerably less than what’s in credit in my account now the latest DD has been taken and I’m concerned I won’t get it back.
I have tried tirelessly to get though to OVO via telephone - their automated service won’t recognise my details, and I’m endlessly on hold when trying to get through to an agent.
I just need to know if anyone else has had this experience regarding moving house and whether or not OVO will eventually refund us the additional DD that was taken on 01/01?
Many thanks!
Why was my Direct Debit still taken after my move out date?
Best answer by Nukecad
Updated on 15/01/26 by Abby_OVO
OVO (or any supplier) will not cancel the DD until the final billing has been issued and settled.
It's standard industry practice to do it like that.
If you wanted it to be cancelled immediately then you should have cancelled it yourself with your bank.
(You might want to do that now to ensure that another will not be taken).
It should be included on your final billing when you get that, which can take up to 6 weeks for the final bill. Then another 10 days to repay/refund any credit that you are still owed.
See “When to claim > Credit on a closed account” here:
PS. It looks like the email you got has just crossed with the DD being taken, and that extra DD should be reflected on the final billing.
I’ve linked to a couple of slightly similar topics which may come in handy if you’re still having any issues:
Do let us know how you get on.
+4- Super User
- Solved
Updated on 15/01/26 by Abby_OVO
OVO (or any supplier) will not cancel the DD until the final billing has been issued and settled.
It's standard industry practice to do it like that.
If you wanted it to be cancelled immediately then you should have cancelled it yourself with your bank.
(You might want to do that now to ensure that another will not be taken).
It should be included on your final billing when you get that, which can take up to 6 weeks for the final bill. Then another 10 days to repay/refund any credit that you are still owed.
See “When to claim > Credit on a closed account” here:
PS. It looks like the email you got has just crossed with the DD being taken, and that extra DD should be reflected on the final billing.
I’ve linked to a couple of slightly similar topics which may come in handy if you’re still having any issues:
Do let us know how you get on.
Thank you very much for your reply.
This makes sense, I guess from what information I was given over the phone when I informed them of our moving out date, I interpreted that as the DD not being taken from that date forward so potentially some misunderstanding on my part.
I have requested that my bank cancel the DD so hopefully that should help, thank you.
I also received my final bill on 02/01/2026 which I forgot to mention, along with having received the majority of the credit back this morning (07/01) in my bank which is great.
Hopefully will hear from OVO in due course regarding the remaining credit, but the Ofgem link you have provided is really helpful so I will definitely refer to that if need be.
+4Hey
I’m glad to see Nukecad has already stopped by with some really helpful advice and you’ve had some progress with the final bill and credit. Anything remaining will also be refunded, it sounds like it’ll maybe have been too quick a turnaround for the system to have picked up that last DD payment so apologies for any inconvenience that may have caused.
If you’ve not seen any movement on that in a couple of weeks, I’d definitely reach out the Support Team then to chase anything remaining.
I’ve linked to a couple of slightly similar topics which may come in handy if you’re still having any issues:
Do let us know how you get on.
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