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How do I get help with a billing query about Heat Pump Plus credit?

 

Problem: I have a heat pump and I’m using the Heat Pump Plus tariff. Each month I get a bill credit for the difference between the standard rate and the heat pump plus rate. Last month’s energy bill didn’t include any Heat Pump Plus credit. 
 

This seems like billing error and I wanted to understand why.

 

Sounds like a straightforward question that should be easy enough for customer services to answer, right? Sadly not.

 

After 50 minutes on online chat, I was told “that’s a different department and I can’t help you via online chat” and I need to phone Corgi. That didn’t seem right and I can’t spend ages on the phone.

 

So, I wrote an email to hello@ovo… and today I got a very confusing reply about a “gas boiler that you’ve just discovered” and I need to phone Corgi about my insurance product. That obviously bears no relation to my query.

 

So my question is… what the correct channel to ask about billing and heat pump plus credit?

 

Don't give up! I know it can be frustrating, but I'm sure you'll eventually get to the bottom of this. Keep trying and don't be afraid to escalate the issue if you need to.

Hey @unknownuser01 

 

Sorry to hear about this.

 

I reached out to the team to check and they’ve confirmed there is a delay in crediting. Credits should be applied today or at the very latest tomorrow. We’re really sorry for the delay, and any inconvenience this has caused.

 

So, I wrote an email to hello@ovo… and today I got a very confusing reply about a “gas boiler that you’ve just discovered” and I need to phone Corgi about my insurance product. That obviously bears no relation to my query.

 

So my question is… what the correct channel to ask about billing and heat pump plus credit?

 

 

In regards to the email address for heat pump plus queries, the team can be reached via email at heatpumps@ovo.com.

 

I hope this helps.

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