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F
Rank 1
ffry
Rank 1
October 13, 2024
Solved

OVO refunded me by mistake and now I have to pay it back?

  • October 13, 2024
  • 14 replies
  • 408 views

Earlier this year my online OVO appeared to be in credit and I claimed a refund. Now OVO say it was a mistake and that I have to pay the refund back. Do Ofgem’s back billing rules apply in this situation?

Best answer by Emmanuelle_OVO

Hey @ffry 

 

I can understand your frustration & sympathise

 

The credit on the account was an error & shouldn’t have been refunded. If you contact our support team there should be the option to pay this back in installments. 

 

I think it ultimately boils down to the rules of the Direct Debit Guarantee here, specifically about refunds.

  • If you receive a refund you are not entitled to, you must pay it back when the organisation asks you to

 

There is also the option to raise a complaint  if you are unhappy with the service you’ve received. 

14 replies

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Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVOSolved
Retired Moderator
October 15, 2024

Hey @ffry 

 

I can understand your frustration & sympathise

 

The credit on the account was an error & shouldn’t have been refunded. If you contact our support team there should be the option to pay this back in installments. 

 

I think it ultimately boils down to the rules of the Direct Debit Guarantee here, specifically about refunds.

  • If you receive a refund you are not entitled to, you must pay it back when the organisation asks you to

 

There is also the option to raise a complaint  if you are unhappy with the service you’ve received. 

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    F
    Rank 1
    ffryAuthor
    Rank 1
    October 15, 2024

    So, OVO causes an error and the consumer is held responsible for the consequences of the error?

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    October 15, 2024

    So, OVO causes an error and the consumer is held responsible for the consequences of the error?

    No. The expectation is to return the money you shouldn’t have had. It’s just like if you claim benefits and get an overpayment - by law you have to hand back the overpayment when the DWP demands it, whether you want to or not - but you do at least get to keep the portion that was correctly given to you.

    In these cases, it was never your money in the first place, so unfortunately you can’t keep it and I can prove it.

    On the other hand, if the DWP issues an underpayment, you are, of course, entitled to chase them up over it and require that they hand over the rest of it so it does work both ways.

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      C
      Rank 2
      costeek
      Rank 2
      October 16, 2024

      So, OVO causes an error and the consumer is held responsible for the consequences of the error?

      You are not responsible for this and not being held responsible. As I understand, nobody fines you for this mistake. Again, as I understand, you are only being asked to return what mistakenly was given to you. 

        Terms & ConditionsAccessibility statement

        OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

        OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

        OVO (S) Gas Limited is part of OVO Group Ltd