Best answer by Slinky
You might find this useful, it's a direct quote from
First off, this page outlines all the info on the Self Service Reward: https://www.ovoenergy.com/help/self-service-reward
But if your query isn't answered, you can contact us for advice!
That goes with anything else: if you're not able to find the answer on the forum, OVO Help or you can't do the action yourself on MyOVO or the app, you can contact our Customer Care team without losing this reward.
Personally, although I think the self service reward is a good idea I disagree with the way in which it is implemented. The rules are quite unfair and counterproductive. As a customer if I'm finding errors on my bills which need urgent attention I'm not going to waste time posting in these forums. I need answers from OVO, not some random customer who might have a similar problem. Other customers cannot help with billing errors because there are too many variables between one persons account and another and when all said and done another customer cannot put those errors right, only OVO can do that.
Now if we could post a concern and receive a reply within the hour then maybe it would be acceptable but usually when you discover billing errors you don't want to be hanging around in the vein hope that someone from OVO might reply. More often than not I find that any questions asked have to be directed to someone else, i.e. the billing team so it seems sensible that you cut out the middle man (the forum) and speak to them directly.
I've contacted OVO by email and phone on numerous occasions about issues which cannot be solved in these forums and to penalise you for doing the same seems completely unreasonable.
Like many people I worry about losing my self service reward because it's the only reason I stayed with OVO, if I lost it I would find a cheaper provider in an instant. That's why whenever I do phone OVO I always ask if it will affect my SSR.
If you do click the link above you will find the following rules to receive your SSR, item one is of particular interest and which is why I say I disagree with the way in which it is implemented...
1. Manage your account online
Have a valid email address, receive all communications electronically, and manage your account through My OVO or the OVO Energy app, rather than via email or on the phone. Please call if you have an emergency though (this won’t affect your reward)!
What I find wrong with the above statement is that OVO offers no route to discuss billing errors through 'My OVO'. Sure we can manage some things through 'My OVO' but certainly not issues with billing. As I said above the forum is of no use for such problems which is why I think billing queries should not be penalised.
More info here.