When will I get access to my online account?

When is the new website going to be up and running.  I was told it was going to be end of December 2023 and now there is no indication of timelines. 

I need full access to my account as it’s currently in credit and I’ve been trying to get a refund for months / years without success.

It’s already up. OVO will let you know when you can use it.

If you need a refund, Live Chat via https://ovoenergy.com/help is the fastest way for anything up to £500. If you wish to refund more than that, please call 0330 303 5063.

Hey @cazjardine,

We’re very sorry that you can’t log in to your account at the moment. We’re working on fixing things and will be back in touch in the near future with an update. In the meantime, you’ll continue to get your bill every month by email or post as usual. If you have any questions or need help with anything, please chat, call, or email our support team.

We’ll update this topic when the remaining customers are migrated over to our new system.

Don’t hold your breath! I gave up and moved to a decent supplier, which even has a website.

BTW, there is an online robot for requesting a refund from ovo, but don’t try to use it because it tells you to login to your account, which you don’t have. (I know because I tried it.)

And I requested a refund eight days ago and had a response from support, but still no sign of it arriving in my account.

I do hope anyone thinking of opening an OVO account reads the forum before signing up so that they can make up their own mind if this is the sort of company they want to give hard earned money to.

Hey @Hadders52,

The timeframe for a refund is up to 10 working days, if you don’t get your refund within that time please pop back and I’ll get Forum_Support to look into it. 

Your “Support Team” are a complete waste of time.  I’ve tried communicating with them and they can’t even find my account!

OVO have over £1,300 of my money and I’m being fobbed off.  I’ve tried escalating through the complaints procedure and get no response and I’ve referred to the Ombudsman.

What do I actually need to do to get a refund?????

I’ll ask Forum_Support to reach out, please keep an eye on your private messages @cazjardine 

My initial request, by email as I have no access to my online account, was on the 1st March. I had an initial response on the 4th March, with the wrong information, so nothing was progressed. I then replied to the Ovo erroneous email and got a response on the 5th March, but for the first time ever I was asked to send a photo of my meter, which I immediately did.

Then nothing.

I make that 10 working days since I requested a refund.

When I try to register for online account, it says ‘Some of your details don’t match our records’. It’s been like this since I started with OVO last year, so today I decided to do something about it.

I got on a ‘chat’ with someone very curt, who took two minutes to reply to each message. ( I don’t think he was totally focused on my problem. )

The end result of the ‘chat’ was him telling me the reason I can’t register is because my account is being migrated. 

That reason doesn’t tally with what I see in the ‘Some of your details don’t match’ message. Also, what am I supposed to be migrating from ?.   I never had an OVO account before.

Am I really being migrated from a non-existant account, or was the ‘agent’ just giving me a stock answer to get rid of me ?

Cheers,

Buzby