McArthur meets with OVO to discuss excessive credit balances

Orkney’s MSP Liam McArthur has today met with OVO representatives to discuss the build-up of excessive credit balances for customers in Orkney. This follows multiple reports of constituents finding they had accrued thousands of pounds in credit without realising, and while direct debits remained static or increased.  

OVO agreed to review their communications with customers around managing credit balances, as well as the processes designed to keep these within a reasonable limit. Any customers concerned about their balance can find out more about getting a refund at: https://www.ovoenergy.com/help/article/refunds

Speaking after the meeting, Mr McArthur said:

“Having a reasonable amount of credit accumulated can be a helpful ‘buffer’ for customers throughout the year, especially during the winter months when bills can spike. However, that does not require thousands of pounds of credit to be sitting on accounts, particularly without the consent or even knowledge of customers.  

“It was helpful to be able to discuss these concerns directly with OVO, who set out the steps they are taking to ensure customers are notified and direct debit payments adjusted accordingly. Clearly this is not happening in every instance, and I welcome OVO’s agreement to look again at why that might be happening.

“This is not an issue limited to OVO, of course, and I would encourage constituents to take a look at their energy accounts and get in touch with their supplier if they have any concerns. I would also be grateful if constituents who find they have built up excessive credit balances without their knowledge to get in touch with my office. Understanding how widespread this problem is will help inform my engagement with suppliers in a bid to tackle this issue.”