Refund of credit balance

prettypurple

I raised a complaint with the energy ombudsman as my sister has been waiting for a refund of over £5000 which was finally agreed 1/9/23 by SSE/OVO after months of trying to sort out overestimated bills (complaint raised with SSE in May 23). As no refund had been received, in October I contacted the energy Ombudsman who upheld my complaint. The complaint was closed/resolved 3/11/23 as OVO told the ombudsman they had implemented the resolution. As no funds had been received by 16/11/23 I contacted the ombudsman who advised that OVO had issued a cheque on 13/11/23 & to wait until 27/11/23 for it to arrive. 

My sister is still waiting for the refund! It is outrageous how these companies are getting away with this!

la531983

Deleted - misread

Gerry1

Welcome to the forum.

Ofgem told Ovo it must improve, but it doesn't seem to be happening !

https://www.theguardian.com/business/2023/aug/21/ofgem-orders-ovo-energy-to-improve-customer-service-serious-concerns-complaints

BJV

It is terrible. £5000 is nothing to them but for everyone else that is a massive chunk of money. 

I spent 2 days sorting out a bill from British gas. Someone had read the meter in 2022 and missed typed the reading into the system. Instead of a four-digit number they typed three. 

Thank god we managed to sort as otherwise British Gas said it would of been tens of thousands of pounds. 

They make enough money to be able to employ enough people to be able to to sort this out.

In your sister's case a Cheque? Really?? We all know it is so they can keep the funds for longer.! Disgusting!

RogerPensionGuy

Apparently SSE liked just calling most meter readings as "E" estimates no matter how they attained, that system allows lots of wriggle room for billing, charging and overcharging. 

Apparently lots of companies do have customers that keep accounts in debt for all the obvious reasons, apparently lots of companies like to keep customers way ahead in credit as they find this very profitable.

The regulators are well aware of the above and fine the companies occasionally and the companies need to recover these fines, so no prizes for guessing who will actually pay for these fine!!!

Alnat1

prettypurple said:

I raised a complaint with the energy ombudsman as my sister has been waiting for a refund of over £5000 which was finally agreed 1/9/23 by SSE/OVO after months of trying to sort out overestimated bills (complaint raised with SSE in May 23). As no refund had been received, in October I contacted the energy Ombudsman who upheld my complaint. The complaint was closed/resolved 3/11/23 as OVO told the ombudsman they had implemented the resolution. As no funds had been received by 16/11/23 I contacted the ombudsman who advised that OVO had issued a cheque on 13/11/23 & to wait until 27/11/23 for it to arrive. 

My sister is still waiting for the refund! It is outrageous how these companies are getting away with this!

Hope your sister will switch her account to someone who, hopefully, will give better service.

RogerPensionGuy

https://www.theguardian.com/money/2023/nov/28/why-is-ovo-unable-to-change-my-meter

prettypurple

Does anyone have any idea where I can go now as I’ve been back to the Energy Ombudsman & still no response

Troytempest

google the email address of OVO's CEO and advise that matter will be referred to small claims court if no refund within 7 days.....