Money taken for no reason

Lyhtem

Hi 

Not sure if this is the right place, if not could you point me to right one? 

In brief, i was moving to new property in January and wanted to move my supplier OVO as well, unfortunately British gas stopped the transfer for whatever reason, then OVO claimed that they are unable to start new supply as meters at the property are pre paid and they don't take in new clients. 

after good 45 minutes phone call i was able to cancel transfer and close my "new" never opened account, to my surprise couple of days later i was debited over £200 which wasn't the amount of my DD for the supply at the old property after Ringing OVO i was told it was due to mistake and shortly was refunded the amount, all would be ok if two days later another debit would show for same amount, which then was again reversed 

BUT then two days later amount was debited again 

now OVO claims hey refunded the money which bank statements show otherwise, it's been nearly 2 months now with them saying that the case was escalated and is awaiting case handler to be assigned

what should i do at this point?  

eskbanker

Lyhtem said:

now OVO claims hey refunded the money which bank statements show otherwise, it's been nearly 2 months now with them saying that the case was escalated and is awaiting case handler to be assigned

what should i do at this point?  

Does this relate to a formal complaint yet?  If not then that's the most logical next step, or if it's already eight weeks into a complaint then escalate to the ombudsman:

https://www.ovoenergy.com/feedback

Lyhtem

eskbanker said:

Lyhtem said:

now OVO claims hey refunded the money which bank statements show otherwise, it's been nearly 2 months now with them saying that the case was escalated and is awaiting case handler to be assigned

what should i do at this point?  

Does this relate to a formal complaint yet?  If not then that's the most logical next step, or if it's already eight weeks into a complaint then escalate to the ombudsman:

https://www.ovoenergy.com/feedback

it was indeed escalated to a formal complaint and "WE Try to resolve it but we don't have any timeframe for that" and yeah it seems like ombudsman is the way to go now 

TheMilkmansDad

and just to be clear - BG were correct to block the transfer.

When moving to a new property you need to register an account with the existing supplier as you are on a deemed contract with them. Once that account has been set up you can then switch suppliers if you wish.

Have you now set up an account with BG?

HillStreetBlues

Was there a reason you didn't just use the Direct Debit Guarantee?
https://www.directdebit.co.uk/direct-debit-explained/direct-debit-guarantee/

user1977

HillStreetBlues said:

Was there a reason you didn't just use the Direct Debit Guarantee?
https://www.directdebit.co.uk/direct-debit-explained/direct-debit-guarantee/

Indeed. Just tell your bank it shouldn't have been taken and you'll get the money back instantly (in my experience anyway).

Lyhtem

TheMilkmansDad said:

and just to be clear - BG were correct to block the transfer.

When moving to a new property you need to register an account with the existing supplier as you are on a deemed contract with them. Once that account has been set up you can then switch suppliers if you wish.

Have you now set up an account with BG?

Yes signed up with BG, i was told by OVO that they handle all the paperwork related to switching etc and that I don't have to do anything HillStreetBlues said:

Was there a reason you didn't just use the Direct Debit Guarantee?
https://www.directdebit.co.uk/direct-debit-explained/direct-debit-guarantee/

this is something i was not aware of user1977 said:

HillStreetBlues said:

Was there a reason you didn't just use the Direct Debit Guarantee?
https://www.directdebit.co.uk/direct-debit-explained/direct-debit-guarantee/

Indeed. Just tell your bank it shouldn't have been taken and you'll get the money back instantly (in my experience anyway).

well here's to another phone conversation fingers crossed that works  

km1500

Yes contact ypur bank and say you were never an OVO customer at that address (don"t bore them.with the details) and ask.for a refund under the DD guarantee.