OVO have lost my FIT account!?

Hi 

@mshealey it really is painful reading the multiple FIT and SEG issues that are continually posted on this forum.

You could email the ovo CEO, include as much info as possible on your complain

You could even include a link to this thread

https://forum.ovoenergy.com/my-account-140/ovo-have-lost-my-fit-account-16184

Other than that you could go to the Energy Ombudsman exactly 8 weeks after you first submitted your complaint

https://www.energyombudsman.org/

Some customers have posted they have successfully switched their FIT to Octopus after experiencing problems. So that is an option. 

Octopus have a form for that in Google docs. 

https://docs.google.com/forms/d/e/1FAIpQLSe9COCPm8AnTjCzfg46i2ETETr30ofv9aRSwANLhV_AuIqTeQ/viewform

(Edited by moderator)

Just to add my twopennorth, we are in a similar situation. OVO sent us a welcome email, with a ‘Generation ID’ that is different from the FITS ID we’ve had ever since our panels were installed, about 12 years ago. Long story short, when I phoned OVO they had no record of us. They owe us around £1200. We have now switched to Eon, who have supplied the relevant readings to OVO, and say OVO will pay us. We’ll see...

Did you think OVO will pay you?

Well, I hope so - they owe us the money. I'm expecting it to be a struggle, though. 

I’m pleased you managed to switch. I was wondering what would happen if I tried to switch and OVO still denied all knowledge of me.  I fear ending up in a worse limbo. 

How can such a disorganised company be allowed to run a national power network?  Why isn’t OFGEN sorting them out?

OFGEM did intervene with OVO specifically this year

https://www.ofgem.gov.uk/publications/ofgem-opens-compliance-engagement-respect-ovos-complaints-handling-process

Unfortunately it seems things are still not good in some areas, particularly around FIT.

OVO are currently the second worst supplier in the country for the proportion of customers vs escalated complaints to 3rd parties like the Energy Ombudsman, 142.7 per 10,000 customers. Octopus for example 27.8 per 10,000 customers. The stats are collated by ofgem and are on the Citizens advice website.

After 8 weeks you can take your complaint to the Energy Ombudsman.

https://www.energyombudsman.org/

Citizens advice may also be able to give you advice. They also have some unique statutory powers when asking suppliers queries which can help in some cases.

https://www.ofgem.gov.uk/about-us/contact-us

So rang up OVO this morning to talk about our missing account and complaint raised on 29th September. They claimed they had been unable to  process this complaint as it had no data in it. The operator was thoroughly unapologetic, even though it was their error. Gave them our FIT readings and account numbers again, so let’s see what this week brings. OFGEM next week if still no progress 

There isn't a process for OFGEM to look into your issue.

You need to get the Energy Ombudsman involved which you can do 8 weeks after submitting your complaint if it isn't resolved

https://www.energyombudsman.org/

Thanks Jeffus. You are a mine of useful information

So one last phone call to OVO today. The FIT operator claimed our case was being processed by someone else so they couldn’t give us any information. She also stated she had “limited power to do anything”.

We then spent the rest of the morning raising our dispute with the Energy Ombudsman. 

The terrible thing overshadowing our whole experience with OVOs has been their complete lack of care for us, their customer.  They have not admitted their error or apologised.  They are unconcerned by the financial impact the loss of this quarter’s income is having on us.