Frustrations with OVO and refunds

lorddazronk

Hi all. 

Having a massive frustration with OVO. 

Long story short, was going to switch to a new fix with them, cancelled after one day due to a better offer from current provider. Called OVO to cancel, was assured everything was cancelled.

Lo and behold, direct debit wasn't, but the account was. They now want to issue refund in a cheque as they can't pay direct to a bank account. Fine, not happy as you've took money after confirming they wouldn't, but hey. Also had completely wrong address details on the account, even though I had to confirm the correct address for security. 

Then get an email to say refund is on its way, but the amount is significantly more. Thousands more in fact. Obviously wrong and someone has clearly made an error. Also says it will be paid into my bank account. Interesting as they said they couldn't do that.

Call them to sort it out, on phone for an hour to be told that the address details are still wrong, and they can't confirm where the cheque has been sent, or even if it has been sent. A complaint resolution handler was supposed to call back within 24 hours, still no call. 

I know I have to go through the complaints process, and give them time to rectify the issue, but how would you proceed? 

What happens if they pay the extraordinary large amount of money into my account? I'm aware that I'm not entitled to it, so would you stick it in a savings account to get some interest on it and make them wait for payment? 

MattMattMattUK

lorddazronk said:

Hi all. 

Having a massive frustration with OVO. 

Long story short, was going to switch to a new fix with them, cancelled after one day due to a better offer from current provider. Called OVO to cancel, was assured everything was cancelled.

Lo and behold, direct debit wasn't, but the account was. They now want to issue refund in a cheque as they can't pay direct to a bank account. Fine, not happy as you've took money after confirming they wouldn't, but hey. Also had completely wrong address details on the account, even though I had to confirm the correct address for security. 

Then get an email to say refund is on its way, but the amount is significantly more. Thousands more in fact. Obviously wrong and someone has clearly made an error. Also says it will be paid into my bank account. Interesting as they said they couldn't do that.

Call them to sort it out, on phone for an hour to be told that the address details are still wrong, and they can't confirm where the cheque has been sent, or even if it has been sent. A complaint resolution handler was supposed to call back within 24 hours, still no call. 

I know I have to go through the complaints process, and give them time to rectify the issue, but how would you proceed? 

What happens if they pay the extraordinary large amount of money into my account? I'm aware that I'm not entitled to it, so would you stick it in a savings account to get some interest on it and make them wait for payment? 

Yes, and no. I would stick it in a savings account, but give it back when asked as to do otherwise would potentially invite all sorts of problems. 

Scot_39

Its a mess.

Normally the advice is to leave your dd active for a month or two to allow refunds back to same account.

I wouldn't bother sticking the money anywhere - Ovo can potentially reclaim it directly via your bank.  Essentially cancelling payment / reversing the transfer.

You cannot delay that process,  you may not even be consulted if / when happens, in order to move money back. 

Moving might in limit even be seen as spending - and spending the money is illegal, should they or their bank pursue it.

lorddazronk

Scot_39 said:

Its a mess.

Normally the advice is to leave your dd active for a month or two to allow refunds back to same account.

I wouldn't bother sticking the money anywhere - Ovo can potentially reclaim it directly via your bank.  Essentially cancelling payment / reversing the transfer.

You cannot delay that process,  you may not even be consulted if / when happens, in order to move money back. 

Moving might in limit even be seen as spending - and spending the money is illegal, should they or their bank pursue it.

Thanks. I honestly didn't expect the absolute level of ineptness I've encountered, so now I'm genuinely feeling quite vindictive and what to cause them as much of an issue as legally possible.

The annoying thing is the outright lies I've been told regarding the account closures. It was clear they didn't perform the direct debit cancellation as requested, and now they've further compounded the issue by not actually doing what they said they have. Luckily I've got two emails they've sent which contain actions they've blatantly not done, which have caused these issues.

Am I right in thinking that in order to escalate the issue I need to give them 8 weeks to resolve? Or can I escalate to ofgem regardless?

jasmilu

Last week I noticed OVO is holding 33000 [Thirty three thousand pounds on my accoun], I cancelled DD. I have switched the supplier and also noticed OVO not taken in to Solar panel reading, Telephone operator was rudee, put the phone down on me and now got threatening email I would be billed with higher tariff. Says it would twke 12 weeks for refund. Should or would I get no no fee law acing for me?

And Real question is how many vulnerable with no outward signs of cogntive decline have been treated in this manner, it itcan ahppen to me aneducated professional?

It is worse than Post Office Scandal

TroubledTarts

https://forums.moneysavingexpert.com/discussion/comment/82006740#Comment_82006740

Oh so you have been sent to jail or been made a pariah in your town and village have you? Disgraced in front of all your friends and neighbours?

Please, it's disrespectful for those that went through that ordeal with the post office to compare your situation to theirs.

tim_p

https://forums.moneysavingexpert.com/discussion/comment/82006740#Comment_82006740

Do you think it’s reasonable or possible even to have built up £33K of credit? Seriously? Over how many years do you think that could have happened?

QrizB

Welcome to the forum. Apologies but quoting isn't working for me for some reason.

"Last week I noticed OVO is holding 33000 [Thirty three thousand pounds on my accoun]"

When did you last check your account? Are your bills correct? Over what period have you built up this £33k of credit?

"I cancelled DD ... and now got threatening email I would be billed with higher tariff."

If you cancel your DD you will pay the non-DD tariff, which is higher.

"I have switched the supplier"

What meter readings did you give to your new supplier? How do these compare to the readings on your most recent OVO bill?

"Says it would twke 12 weeks for refund."

OVO won't be able to close your account, reconcile the balance and issue any refund until your new supplier has agreed your handover meter readings. This should be done within eight weeks but, if there are any problems, it might take longer.

"Should or would I get no no fee law acing for me?"

I don't think you'll find a no-win-no-fee law firm to take this on.