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miaowlicious
Rank 3
Nov 3, 2026 12:39 PM UTC
Solved

Ovo data breach - notified them a week ago and no response

I notified ovo of a bereavement. They responded with a completed direct debit mandate from another customer, including their bank account details.

I emailed them a week ago of this data breach and no response or anything. The customer needs to be notified as a matter of urgency. 

Should I email another dept or is this now just in the 8 week response cycle?

Thanks!

Abby_OVO
Abby_OVOBest Answer
Community Manager
Nov 4, 2026 9:00 AM UTC

Hey ​@miaowlicious 

 

Sorry to hear this.

 

If you could please send all of the details on this to media@ovo.com so they can support with this.

 

Do let us know if you have any further issues.

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4 replies

Abby_OVO
Community Manager
Abby_OVOBest Answer
Community Manager
Nov 4, 2026 9:00 AM UTC

Hey ​@miaowlicious 

 

Sorry to hear this.

 

If you could please send all of the details on this to media@ovo.com so they can support with this.

 

Do let us know if you have any further issues.

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Rank 3
miaowliciousAuthor
Rank 3
Nov 4, 2026 8:32 PM UTC

Hi-thanks for your reply. 

I have been notified today that it has gone to a customer resolution specialist-do you still want me to email media@ovo.com?

 

Many thanks!

Abby_OVO
Community Manager
Abby_OVO
Community Manager
Nov 5, 2026 8:10 AM UTC

Hey ​@miaowlicious 

 

I’m glad to hear that’s been picked up now by customer resolutions. I would say it can’t hurt to also still email media@ovo.com but as it’s been picked up now it’s entirely up to yourself if you want to send that second email.

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    miaowliciousAuthor
    Rank 3
    Nov 13, 2026 8:09 PM UTC

    Well it’s now 9 days and no reply despite the email saying a reply within 5 working days. This is really unacceptable. I will contact the team you suggested. I won’t let this rest because that poor other customer has no idea that I now have all of her banking details. Ovo cannot just treat this as if it isn’t a massive error!

    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd