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Ovo Energy refusing to give my Money back
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Narinder_112
Posts: 2 Newbie

in Energy
Hi ive been trying to get my credit balance of some £1400 off Ovo energy for some months now, they stoped supplying me with energy in July 2021(this is also confirmed on my account summary page) but continued to take direct debits and billing me £0. Ovo claims that they are still my suppliers and cannot refund me, i have now emailed them copies of my bills from Shell energy (My current Suppliers) to show that i have been supplied by shell and billed by shell and paid. Every time i call i am told that they will arrange the repayment, however, it is not paid and when i contact them by email i am told that they are still supplying my energy.
i'm not sure what my next steps should be as now that my bills will double with the increase i really need this money.
i'm not sure what my next steps should be as now that my bills will double with the increase i really need this money.
1
Comments
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Have you raised a formal complaint either in writing or by explicitly stating it’s a formal complaint over the phone?
https://www.ovoenergy.com/feedback
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i don't know if you have to formally use the word complaint for it to count (im sure it's better if you had).
you might get away with just saying to them that the dispute has now been ongoing for more than 8 weeks and you dont think it's going to be resolved any time soon so you would like them to give you a deadlock letter so you can take it to the ombudsman. that might trigger them trying to formally resolve it but you would be no worse off than starting from scratch for the sake of not using the word 'complaint'.Almost everything will work again if you unplug it for a few minutes, including you. Anne Lamott
It's amazing how those with a can-do attitude and willingness to 'pitch in and work' get all the luck, isn't it?
Please consider buying some pet food and giving it to your local food bank collection or animal charity. Animals aren't to blame for the cost of living crisis.1 -
Thank you for your reply, i did fill out a complaints form via my account and had the same reply stating that they are still supplying my energy and for me to check with shell that they are actually supplying my energy, in reply i sent them copies of my downloaded bills, both the OVO ones showing no supply and a bill amount of £0 and the Shell bills that i have been paying as stated above. Ive still had no reply as yet.0
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if its been more than 8 weeks since you complained then you can go to the ombudsman and file a case there.
https://www.ombudsman-services.org
there you set out your complaint (chronologically helps) and what you'd like as resolution. the ombudsman will look at all the evidence and will decide for or against you or for you in part.
if they decide for you they will tell ovo what they have to do (including refunding you and paying compensation for the inconvenience) and ovo have something like 28 days to do it.Almost everything will work again if you unplug it for a few minutes, including you. Anne Lamott
It's amazing how those with a can-do attitude and willingness to 'pitch in and work' get all the luck, isn't it?
Please consider buying some pet food and giving it to your local food bank collection or animal charity. Animals aren't to blame for the cost of living crisis.1
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