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Ovo not refunding my credit and still taking direct debit though I left.

  • August 13, 2024
  • 5 replies
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  • THK
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Following a move to a new property OVO asked for deposit before they can supply with gas and electricity.

Entering into two years contract I paid the amount OVO requested and was informed the money will be kept in a separate account and refunded back when the contract ends!!!

When the two year contract ended, I chose another OVO contract with a goodwill assumption my deposit will be returned having completed the initial two years contract.

Requesting my deposit, I was informed it will only be refunded when I leave OVO and that I will have to pay a penalty attached to the renewed contract.

I left OVO and now it is taking me forever to get my deposit and the extra credit in my account refunded, every time I contact them I am given a different date.

I was asked not to cancel my direct debit so they can refund my money.

Guess what, they debited my account as if I never left and no explanation is given.

On legal advice, it was suggested that I make a complaint to the ombudsman as a first step (since they seem to ignore my complaint) but checking the ombudsman website it seems to suggest resolution rather than dealing with a complaint.

Any input is appreciated.

Best answer by Emmanuelle_OVO

Updated on 13/02/25 by Ben_OVO

Hey @THK,

 

Really sorry for the experience you’re having, it sounds very frustrating.

 

It sounds like your final bill is soon to be produced which should hopefully trigger the refund of your security deposit.

 

When was your supply start date with your new supplier? 

 

 

Once a customer has paid the security deposit, it is applied to the account to register the payment and then removed. The payment is then held separately from the account. This amount is only returned when the customer switches away or moves home - it's then applied back onto the account and can be refunded. If the payment is not automatically refunded, a case to Payment Operations should be raised.

 

It’s worth checking with the support team to see if a case to the payment operations team has been raised. 

 

Hope this helps. 

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BPLightlog
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  • BPLightlogPlan Zero Hero
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  • August 13, 2024

Hi @THK , I switched supplier almost 12 months ago but the first thing I did - knowing I was in credit - was cancel my direct debit. Unfortunately, the automated systems are not good at deciding whether it needs collecting or not. They have you bank account details so that does not slow any credits. 
One question .. have you had a final bill yet? Your credit should be with you by 10 days after your final statement is issued.

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Nukecad
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  • 736 replies
  • August 13, 2024

From what you say about the DD I assume it’s only a month or so since you left, so as asked have you had a final bill yet?

You have to give them time to liase with your new supplier and then calculate your final bill, then a bit more time to make any refund due.

As regards the Ombudsman:
Before you can go to the Ombudsman you have to go through the company’s own complaint system first.

If you have no resolution to your complaint after 8 weeks, or if the company won’t budge position so  that you are ‘deadlocked’ and can’t reach an agreement, then you can take the matter to the Ombudsman.

If you have had the final bill, given them time to refund, asked OVO nicely and are getting nowhere then you now you need to escalate things to the next stage and make an official complaint to OVO.

See here for the OVO complaints system: https://www.ovoenergy.com/feedback

Personally I’d do it in writing, by email (or letter), that way you have a record of all that has been said which you can later show to the Ombudsman if things go that far.

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  • THK
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  • August 13, 2024
BPLightlog wrote:

Hi @THK , I switched supplier almost 12 months ago but the first thing I did - knowing I was in credit - was cancel my direct debit. Unfortunately, the automated systems are not good at deciding whether it needs collecting or not. They have you bank account details so that does not slow any credits. 
One question .. have you had a final bill yet? Your credit should be with you by 10 days after your final statement is issued.

Thanks for your reply. The final bill has been issued but am unable to download it. showing as pending. The weird thing is that its showing a “Standing -charges” for dates AFTER I left them. 

BPLightlog
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  • BPLightlogPlan Zero Hero
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  • August 13, 2024
THK wrote:
BPLightlog wrote:

Hi @THK , I switched supplier almost 12 months ago but the first thing I did - knowing I was in credit - was cancel my direct debit. Unfortunately, the automated systems are not good at deciding whether it needs collecting or not. They have you bank account details so that does not slow any credits. 
One question .. have you had a final bill yet? Your credit should be with you by 10 days after your final statement is issued.

Thanks for your reply. The final bill has been issued but am unable to download it. showing as pending. The weird thing is that it’s showing a “Standing -charges” for dates AFTER I left them. 

My final bill was ‘visible’ before it was issued (7 days later) so I wonder if yours is in the same category. 
If things are dragging on past the Ofgem timescales, it’s worth following Nukecad’s advice and making a complaint (it needs to be to the supplier in the first instance)

Every 24 hours, enough sunlight touches the Earth to provide the energy for the entire planet for 24 years
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Emmanuelle_OVO
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  • Emmanuelle_OVO
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  • Answer
  • August 13, 2024

Updated on 13/02/25 by Ben_OVO

Hey @THK,

 

Really sorry for the experience you’re having, it sounds very frustrating.

 

It sounds like your final bill is soon to be produced which should hopefully trigger the refund of your security deposit.

 

When was your supply start date with your new supplier? 

 

 

Once a customer has paid the security deposit, it is applied to the account to register the payment and then removed. The payment is then held separately from the account. This amount is only returned when the customer switches away or moves home - it's then applied back onto the account and can be refunded. If the payment is not automatically refunded, a case to Payment Operations should be raised.

 

It’s worth checking with the support team to see if a case to the payment operations team has been raised. 

 

Hope this helps. 

Renewable Energy? Big Fan.

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