Why did OVO financial support team contact me despite my recent payment?
I’m interested to hear from SSE former customers and if it resonates Ovo Energy customers.
I transferred from SSE mid January 2022. My billing cycle was quarterly and bills came not long after the billing period. My bill was paid by a direct payment.
At transfer Ovo Energy placed me on a monthly cycle running 13th of the month to the 12th of the following.
Upon transfer my bill fell at transfer and I paid SSE. The money was transferred to Ovo, however my previous billing and usage with SSE was and still is not visible.
For the period 13th March to the 12th April, I viewed my bill electronically I have smart meters and paid on the 13/4/22 shown on my bank statement as the 14/4/22. I paid modestly over the due amount and was in credit at the start of the billing period. A week later I received a bill from a Ovo indicating a debt.
This debt was imaginary as their system appeared not to acknowledge my payment, even though my account did. For that period and into the next. I was harassed by txt and email.
I tried to contact via chat, that system was not available, I tried to call excessive wait times. Eventually frustrated with their harassing communications. I left a trust pilot review and received some rather pointless communications through that platform. That my experience will be taken up with the billing team.
As the next billing period approached the most recent I paid Ovo on the date my bill appeared in my account. There was no notification that my bill had been issued. Instead I receive a rather harassing text message from collections for a debt that had been over due for more than a month. This was and is not the case.
It is likely I will formally complain through Ovo’s complaints process. They have eight weeks to address my complaint. After that it is the Energy Ombudsman…..all in from a consumer perspective it appears fruitless and time consuming. As there is a clear issue with Ovo’s billing process and procedure.
The other option is to transfer to British Gas.
Thanks for reading and commenting if you do.
Oh! a screenshot of my account is attached, yes I’m in debit by a few pounds, I’m in a billing period. Sorry wouldn’t allow the screenshot.
