OVO Delaying refund tactics.

keithattwood

I recently read a report on OVOs refund delaying tactics.
I left OVO on the 4th of May, I was in credit for over £900.
Since then OVO Direct Debit me another £500. Taking my credit to nearly £1500.
Because they did not refund my credit after six weeks I was awarded another £30, saying they were still working on my Final statement.
After nearly eight weeks, I rang this morning to ask for an immediate settlement of my account or I would take legal action.
I was then told the supposed reason for the delay was there was a complaint on my record, this was news to me as I was not told about this.
The only complaint I made was last year when I complained to the ombudsman about poor customer service. 
I am now told that my final statement has been issued, my Direct Debit cancelled and my refund will be repaid within 10 Days.
I wonder how many other of their customers have had to wait for refunds, and what could be done to stop this practice from happening by this company (OVO) and other suppliers.
The way this episode has been handled only serves my point about very poor customer service.

Richard_E_C

I have now been waiting 15 weeks for a refund, left them in October 2023. They are fobbing me off when I call them, saying they will get someone to contact me ASAP but never do. Like you they took more money from me. I am lucky in that they only owe me £97 but for some people that is a lot of money. I think they are not solvent and so doing this to keep the company afloat. 

dunstonh

I recently read a report on OVOs refund delaying tactics.

Companies do not generally have any delaying tactics.     That goes for most companies in most industries.
Nearly always, it is a capacity issue or an administration/technology issue.

I was then told the supposed reason for the delay was there was a complaint on my record, this was news to me as I was not told about this.

Your previous venting would have been recorded as a complaint.  That is why you got £30.   You don't have to say you want to complain. The staff can turn it into a complaint without those words.