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?