How can OVO help in the event of a bereavement?

I got in touch with bereavement@ovoenergy.com.

They have dealt with it.

It says “energy account”.
I am dealing with Scottish Power for electricity and the gas is disconnected.
You chat-bot/person could not say what the bill was for.

What puzzles me is the amount of times I received a response that ignored the contents of my messages. I know this because it was “we don’t recognise your email address” and then “please get the dead guy to contact us instead”. I paraphrase.

Have the robots already taken over your company?

Why do you have a contact email on your webpage if it is not being seen by a human?

Hi @user47,

I’m glad to hear that you got this resolved. I can understand from your point of view that this would have been a frustrating experience. I can help shed some light on how our email system works. 

When you use the contact email address, the system will filter your email to your account using an email address that is attached to an account. You would get the “we don’t recognise your email address” message if the system can’t find an account with that email address. The mailbox receives a high volume of emails that wouldn’t be manageable without having these redirected to the correct accounts. 

In the case of the bereavement email I provided before, as they are a dedicated team, they don’t receive as many emails, and the email box can be managed by a person/team. 

If you need further help with the account, you can contact the Bereavement Team using the contact details I gave above. They are the best channel for any further questions or help.

Again …

What’s the point of offering a service to the public and then have that offer refused - by a robot.

You have delegated your customer interface to a machine. But remember, that machine was programmed by a human.

My first contact with your company was refused again and again due to your system.

Take responsibility and change your faulty, soul-less system.

Hi @user47, 

We do have other methods of contact from live chat to a dedicated support team. All of our contact options can be found at https://www.ovoenergy.com/help. 

I’m sorry that our email system hasn’t worked for you as it was designed with our customers in mind. I do recognise that as you aren’t a customer that things were more difficult and for that we can only apologise. 

and will you be adding another email address for non-customers, or at least state at the outset that non-customers will not receive a response?

For those who aren’t active customers, it’s actually better to use phone or live chat.

and it says this where on the website?

It doesn’t need to. Most people naturally gravitate towards the faster options by default.

Hi @user47, 

If you’re still unhappy about the issues you’ve had with our email system I would suggest raising a complaint with our Bereavement Team. They can get this recorded for you on the system and i’m sorry for any inconvenience this has caused you. 

My husband. has died and on the phone with an operative from south africa I told her this and that I simply needed to change from his name to mine as ecerything was in my name anyway, the emails, the DD etc. she told me to cancel the DD which I did although I emphasised that it was still working after his death 5 months ago .

The account then vanished completely and I am unable to access anything.

I have written to OVO but no reply other than the usual acknowledgement .

WhatsApp kept me waiting 2 and a half hours so I then lost the slot!

The whole thing is a nightmare.

The woman in Africa said she would phone this morning at 9am and has not.

What can I do other than now contact the Meia with whom I do have some good contacts

They do have a dedicated team for such things 

• How can OVO help in the event of a bereavement?

I’m so sorry to hear this ​@E M Velarde.

BPLighlog has given some helpful advice here. Our dedicated team should be able to assist:
 

BPLightlog wrote:

They do have a dedicated team for such things 

• How can OVO help in the event of a bereavement?

 

If the person that recently passed way had an OVO account, we appreciate you may not want to speak to us on the phone right now. If this is the case, you can follow this link to fill out an Online Form . You can also contact our call our dedicated team on 0330 175 9683 (Monday to Friday 9am-5pm) or email bereavement@ovoenergy.com.

If you’re the executor of the estate, you can help us by gathering the following details before you call:

• The date the person passed away
• Your contact details
• Your bank details, if you plan to take over the account
• Meter readings

Please let us know how you get on