OVO have lost my FIT account!?

You should try sending the email again, but to fits@ovoenergy.com .

If you have a FiT-Only account, there is no online account service.

Thankyou Blastoise. I checked my mails and fits@ovoenergy.com is the email we used first which got no reply from OVO and no record of receipt when we rang the OVO FIT office.  We were then advised by SSE to try  fits-read@ovoenergy.com. Which also didn't receive a reply

Have you successfully submitted FIT readings through the fits@ovoenergy.com email?
 

I don’t have FiT/SEG myself. However, you just need to be patient - the team will get back to you when they can.

Hey @mshealey,

Sorry for the experience you’re having,

Unfortunately, there may be a wait before you get a response from out FiT Team via email. Alternatively, you can speak to our Team by calling 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so.

Hi Emmanuelle. Thanks for your reply. I have tried ringing OVO but unfortunately they can’t find my account so they can’t record the numbers. 

These are my actions so far

19th September took readings and phoned SSE. SSE had a recorded message saying phone OVO. Rang OVO and they said they hadn’t got our account transferred yet and would we wait a week

25th September. Phoned OVO. OVO said they still hadn’t transferred our account but we could email our numbers. Emailed our numbers to fits@OVOEnergy.com and asked for confirmation. Received an automatic reply

29th September. Rang OVO they had no record of us or our account, or of our emails.  The phone operator said they would pass on our details and we would hear from them within 10 days.
29th September sent a repeat email with our fit numbers  asking for confirmation that it had been received 

2nd October contacted SSE and they suggested using fits-reads@OVOenergy.com  so we tried emailing that address

12th October  still hadn’t heard anything from OVO so put this post on the forum

We do rely on our FIT payments financially.  So please OVO get this sorted

ps the email contacts were from my husbands email and the fit account is in his name 

Hey @mshealey,

Really sorry to hear this, it sounds very frustrating. 

In that case, it might be worth following Jeffus’ advice if you don’t receive an email response from the FiT Team. 

Hope this gets sorted for you.

Thanks all. I have now followed Jeffus link and logged a complaint. We’ll see what happens next 

So I had a reply from the complaint to OVO on Friday 13th October. They said we’d been emailing them from the wrong email account so they couldn’t deal with it. They also said they tried to phone us but we were out. So full of hope I sent the email from my other account and waited. I thought they must have our account transferred in order to know those details.
 

Nothing further,  so we rang OVO this morning (Monday 16th). They had no record of our account, or our complaint and asked us to submit our readings to fits@OVOenergy.com. We have done this

Let’s hope complaints gets back to us soon

No further response, so today I tried the chat helpline. I was number 205 in the queue when I started and it took me over 30minutes to get to talk to someone. Then a further hour trying to persuade her our FIT account is with OVO. She tried every which way to find any trace of it, but couldn’t. I suddenly thought of of sending her a photo of my FIT payment letter from July 2023 and at last she believed my story.

The chat lady raised a case for me which she assures me is marked high priority.  So does this mean someone from OVO will get in touch with me?  I do hope so