Advice needed

yindi_2

My daughter who is renting has been with OVO energy for about 6 years and never in arrears. She moved about year ago and took OVO with her to the new house she was given a zero bill owing for the the new house and was given an over payment of £900 back by the company. Now over a year the company wants it back saying it was paid in error and she can have a year to pay to pay back but any longer it will go on her credit score. Any advice please

born_again

Did she supply closing reading from old property (not rely on estimate) & get a final bill that matched the reading. Showing a £900 credit?

Then submit a opening reading for new property?

EssexHebridean

Just to clarify:

Your daughter moved house, and gave a final reading to OVO for her old property

On moving in, she gave an opening reading to the existing supplier of her new home

She then instructed OVO that she wished to switch to them, and provided a closing reading to the old supplier and an opening reading to OVO when prompted?

Closing her OVO account at her old home resulted in a final bill and a return of £900 credit from them?

If she does end up needing to pay back money, she needs to get in writing from the supplier that they will not count her taking a year to pay as an "arrangement to pay" as that will impact her credit file. (File rather than score - credit scores are a fiction.)

Scot_39

Yes like any false credits to her accounts - those from energy bills are often reclaimable by suppliers - and that appears to be what Ovo a re claiming - a false credit to the account - actually paid / rebated in cash - and now being reclaimed.

As you mention a year - there is a user quoting a similar case when the Ombudsman refused a claim the rebated credit should be treated specially - but despite it being in a backbilling thtead - not sure the suppliers reclaim was over the year.

https://forums.moneysavingexpert.com/discussion/comment/81863808#Comment_81863808

But note thats just it - each case tends to be different so could perhaps go through a complaint / EO after 8 week loop if genuinely believe the £900 credit was genuinely deserved.

Non standard questions like this might be best discussed direct with suppliers at leadt for a clear explaination of error / correction - but possibly if struggling to understand - with likes of citizens advive (or an energy debt charity) to review the past and present bills vs readings etc. They can often help getinfo from suppliers directly.

They may also help arrange better terms if does have to repay - with or without debt markers. 12m is not that bad - but for many even an extra £75 pm still a real problem.

[I paid a £600 debt of my mums off over 12m - underbilled as supplier SG ignored readings though - we didnt dispute we had used the gas - that c10yrs ago before backbilling rule changes.]

For context

1. did she move her supply using some sort of move my service service by Ovo ?

or close down ovo at old address with final readings and a final bill to match.

Then

Register herself with deemed supplier at new address with readings then move that supply to Ovo with readings.

2. her actual old and new bills with without £900

were her recent bills based on real readings or estimates at the old address ?

do the bills at old represent actual real numbers now - did thry before before when led to £900 credit ?

Final bills are often subject to review - and that can be anytime after moving out - and actionable if need be upto 6 yrs in England

do tge new bills with Ovo at new address also reflect true readings from day 1 until latest bill..

We would need far more detail from actual bills. Dates readings - real or estimated - fibal and previous series of bills to last real bill reading again etc. Why face to facd at CA etc might be wise if a £900 reclaim involves a long time correction

3. Its really not clear from your post what reason Ovo have given for the £900 error.

Has she had a clear detailed explaination ?

Did your daughter have good readon to believe it was real - she was due the £900 - or just assume it to be so ?

Has she said why she thinks she shouldnt have to pay it ?

Or does she think credit a mistake, that she used the energy - but will struggle to do so ?

And credit and backbilling are dtill a contested area - so again - maybe CA required for 1 to 1 advice.

The old idiom / phrase "dont look a gift horse in the mouth" might explain why people dont question "windfalls" like this - sadly the law says in cases like this - always do the exact opposite before spending it.