Have been with OVO Energy since 2010 with almost an ideal account, direct debit payments and always in credit. In 2022 moved house and wanted to say with OVO who demanded £368 deposit before they can supply me with gas and electricity. When I queried to why, having been with them for 12 years, was told its an internal credit process. Made no sense because credit history at the time, and still is, is excellent according to Clear Score and Experian credit agencies. Entering into two years contract I paid the amount OVO requested and was informed, in an email from OVO when I queried when will I get it back, the money will be kept in a separate account and refunded back when the contract ends !!! When the above contract ended, I chose another OVO contract with a goodwill assumption my deposit will be returned having completed the initial two years contract. Requesting the £595 deposit I was informed it will only be refunded when I leave OVO and that I will have to pay a £158 penalty attached to the renewed contract. What I found frustrating is not worrying about the money but to why, having been with the company for the duration of the initial contract period, Ovo is keeping my hard-earned money for no reason and probably earning interest on it. I made two formal complaints about this and a third one asking OVO to waive the penalty with no luck. OVO response to the formal complaints did not address the points raised about the reasons to why they are keeping this money not to mention their initial reluctance to reply. I had to chase them several times to get a response. Having considered my options, I am in no doubt being with Ovo is very poor value for money and several other areas, the main being customer care and retention. Checked Ofgem's website suggested the Energy Ombudsman dispute resolution, a laborious process I can do without so decided to leave OVO and currently researching reviews of other companies. I thought I’d share my experience perhaps there are others who are experiencing the same predicament.