OVO - No credit refund

withabix

They automatically refunded me.

However, like ALL energy companies, they wait until the new supplier confirms the changeover reading.

I found OVO to provide the best customer service when I was with them.

Compared to Npower, who are an effing nightmare!

Spikey_w

Wywth wrote: »

It would probably cost them if they don't refund promptly. Remember they pay interest tax free at 3% on accrued credits.

I did remind them about the interest reward, but they said it does not apply as I had switched. :mad:

Wywth

Spikey_w wrote: »

I did remind them about the interest reward, but they said it does not apply as I had switched. :mad:

You still get the interest on credit accrued on the final bill. Well I did.

Fairzo

Pretty misleading heading to this thread? For the record when I left SP I had to request refund of the balance (via a PM to the representative on this forum in the end).

Wywth

Fairzo wrote: »

Pretty misleading heading to this thread? For the record when I left SP I had to request refund of the balance (via a PM to the representative on this forum in the end).

I didn't think Company reps had PM's activated on this site :huh:

Spikey_w

withabix wrote:

They automatically refunded me.

However, like ALL energy companies, they wait until the new supplier confirms the changeover reading.

Wywth wrote:

They automatically refunded my accrued credit when I switched from them (after they had produced the final bill)

Perhaps they just made a mistake with you if they didn't do it automatically. I can't believe it would be their policy not to automatically refund.

Well is been almost 3 months since my final bill so should have been paid by now.

However, I a bit confused that some have received their money owed automatically so is this without asking?

I've got an email today repeating what I was told yesterday saying

"[FONT=&quot]Ovo Energy currently do not have an automatic refund system to generate final refunds to our customers. This is a process the systems team are developing and are hoping to implement going forward."[/FONT]

[FONT=&quot]
[/FONT]So hopefully more people complain, then changes will happen sooner.

Wywth

Spikey_w wrote: »

Well is been almost 3 months since my final bill so should have been paid by now.

However, I a bit confused that some have received their money owed automatically so is this without asking?

I've got an email today repeating what I was told yesterday saying

"[FONT=&quot]Ovo Energy currently do not have an automatic refund system to generate final refunds to our customers. This is a process the systems team are developing and are hoping to implement going forward."[/FONT]

So hopefully more people complain, then changes will happen sooner.

It's not automatic, as such, as it seems to require going through a manual authorisation process their end (or maybe it's just to ensure the last DD collection is not recalled?) ... and the initiation may even be via manual intervention their end.

However, last Septemeber, 4 days after they took a final DD payment and the day they produced a final bill, they emailed me with the following:

"Your account has a remaining credit balance of £152.92 this includes the payment taken on the 17th of September. The refund process will take between 8-10 working days as it has to go through an authorisation process. If we have any problems with issuing this refund we will also contact us." (sic)

If I remember correctly, they did take almost 2 weeks but then transferred the cash back by Faster Payments. There was no notification of this, but I was checking my online bank account to make sure it appeared.

Fairzo

Wywth wrote: »

I didn't think Company reps had PM's activated on this site :huh:

This was back in 2010 - has this altered?

Spikey_w

Update: OVO responded to my complaint, they called to clarifiy even after final statement produced and last meter reading taken any credits are not refunded until the customer specifically request this.They accepted this is not satisfactory and process changes are planned sometime in the future, no defined time. If enough feedback from customers, the process change will be given higher priority. As a good will gesture they added the 3% interest award from the date of the final statement to the present time.

So there you have it, make your views known or things won't change for a while. And if you switch make sure you contact them immediately after your final statement is produced to request any money owed to you.