Ovo refund

Rupert_Bear

Because our gas and electricity is a lot lower than forecast I rang Ovo and requested a refund of £100.

Our account is about £400 in credit and bills running at about £50.00 per month. Also we pay £100 by dd each month.

I phoned about one week ago and advised the credit should be in my bank account in about a week. I checked on Friday 16/12 and not shown.

I rang them and advised they had tried to put credit through three times but the their system rejects it. The advisor then said it could be because I give them too many regular online readings. I was then advised someone would look into it and when I enquired about timescale the advisor was there is no timescale. (I dont think they have heard of meeting customers expectations)

Anyway moving on has anyone else experienced problems when trying to get a refund from Ovo.

Thanks in advance.

Premier_2

Rupert_Bear wrote: »

Because our gas and electricity is a lot lower than forecast I rang Ovo and requested a refund of £100.

Our account is about £400 in credit and bills running at about £50.00 per month. Also we pay £100 by dd each month.

I phoned about one week ago and advised the credit should be in my bank account in about a week. I checked on Friday 16/12 and not shown.

I rang them and advised they had tried to put credit through three times but the their system rejects it. The advisor then said it could be because I give them too many regular online readings. I was then advised someone would look into it and when I enquired about timescale the advisor was there is no timescale. (I dont think they have heard of meeting customers expectations)

Anyway moving on has anyone else experienced problems when trying to get a refund from Ovo.

Thanks in advance.

You cannot give too many meter readings, (but you could give too few - see terms below). The more readings they have, the better profile they can create (and their system will not allow more than one meter reading per day)

They are a small company and I doubt very much they have any automation in place to restrict refunds based on computer inputs. My expectation is that any decision is ultimately made by a human.

As they appear to have already promised you a refund, then I guess that would be a manual refund back to your bank account. Contact them again and find out why they are having issues. If it is bouncing back to them, it suggests an issue with the bank account details (but unlikley as it is presumably the same bank account the monthly DD's come from - maybe operator input error when refunding?)

You should sort this out soon as if the amount comes to over £600 credit then they may well request further proof (i.e. photos) before agreeeing a refund.

Full terms here:
http://www.ovoenergy.com/refundpolicy

Also get your DD reduced. You don't want to be paying twice as much per month as you need to be.

Fairzo

Have requested refunds on several occasions from Ovo and never had a problem.

celtus

I phoned up last year regarding my DD payment and was offered a refund of around £350 at the time, but refused it as i wanted to bring my monthly DD down.

andyrpsmith

OVO have just responded to my request for a £350 refund, no problem just took a few days.

Rupert_Bear

Rupert_Bear wrote: »

Because our gas and electricity is a lot lower than forecast I rang Ovo and requested a refund of £100.

Our account is about £400 in credit and bills running at about £50.00 per month. Also we pay £100 by dd each month.

I phoned about one week ago and advised the credit should be in my bank account in about a week. I checked on Friday 16/12 and not shown.

I rang them and advised they had tried to put credit through three times but the their system rejects it. The advisor then said it could be because I give them too many regular online readings. I was then advised someone would look into it and when I enquired about timescale the advisor was there is no timescale. (I dont think they have heard of meeting customers expectations)

Anyway moving on has anyone else experienced problems when trying to get a refund from Ovo.

Thanks in advance.

I have now received an email from a Team leader and apologised etc etc. They are going to try and request the refund again and should be in my bank account in about 10 working days. However they have said that before.

I honestly do not know what the issue is. I give them up to date readings. I am now wondering if they suspect the readings are not correct and I am using more energy than indicated.

If the problem continues I shall have to take a photo of the meter readings or suggest they send someone out to take their own readings.

Rupert_Bear

Rupert_Bear wrote: »

I have now received an email from a Team leader and apologised etc etc. They are going to try and request the refund again and should be in my bank account in about 10 working days. However they have said that before.

I honestly do not know what the issue is. I give them up to date readings. I am now wondering if they suspect the readings are not correct and I am using more energy than indicated.

If the problem continues I shall have to take a photo of the meter readings or suggest they send someone out to take their own readings.

I am happy to report I received my refund on the 8 January 2012 and they were willing to refund more than I wanted. Perhaps on reflection it was a communication breakdown.

My contract is up on the 13 March 2012 and I may decide to stay with them. However that said I received excellent service from Scottish Power who were my previous supplier. We shall see!