Why was my Direct Debit still taken after my move out date?

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. 

Hey ​@Alpal26 

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.

I closed my account in December 2025 and was charged the DDR amount in January 2026 followed by a refund of most of it which one would think would be the end of it. However, I was charged again in February followed eleven days later by another refund of part of the payment which seems to have cleared the account so I was surprised that OVO kept taking the full amount by direct debit in March, April and May, followed by a full refund .

When I rang the helpline to query why they were still taking money six months after the account was closed I was assured, despite my incredulity, that this would carry on until I cancelled the direct debit myself. I could have cancelled it there and then but that would result in a cheque being sent which I do not want, so I was told I have to wait until the amount I was charged on the 1st May is credited to my account on the 12th May and then ring up to cancel the DDR either with Ovo or my bank.

I asked several times if this crazy arrangement was really normal for Ovo and was assured it was. I have never had this nonsense from any other company.

Hi ​@Hillocks ,

Actually, OVO has the ability to remember the last known bank account for the purposes of issuing refunds even after you’ve moved out. If you no longer have active services and the Final Bill has been paid, you can cancel the Direct Debit via your bank any any refund will still get through. Usually though, the DD ends automatically once the Final Bill has been settled.

Cheques are a last resort. They do take longer, but they work.

Maybe you need to tell your call centre staff about that then. Anyway, why would you keep taking payments after account is closed?

I’m only a forum volunteer rather than OVO staff so I can’t feed that back directly. However, I will bring it up in the volunteer chat that exists on the forum.

You may want to raise this as a complaint via https://ovoenergy.com/feedback in the meantime.

Hey ​@Hillocks,

I checked in with our home moves team about your situation, and they shared that they've encountered a few cases where direct debits didn't close properly, leading to unexpected withdrawals from your account and triggering refunds. It seems to be more of a technical glitch, and I’m really sorry for any hassle it may have caused you.

To resolve this, they recommend that once you receive your next refund, you go ahead and cancel the Direct Debit with your bank. This will help prevent it from happening again.

If you have any more questions, don’t hesitate to reach out. We’re here to help.

Thanks @Chris_OVO. That is what i was planning to do but it has been quite a lot of hassle and it would be good if whoever deals with home moves tried to make sure this doesn't happen in future and brief the call centre staff that this is not how it is supposed to be. 

Agreed ​@Hillocks, and thank you for this feedback. We’ll make sure it’s relayed accordingly, as it’ll be useful for our advisors as you say. Apologies again for the issues you’ve encountered.