OVO have lost my FIT account!?

@mshealey if you post how you get on with the Ombudsman it may help others.

They are often pretty quick based on what other customers have posted.

Ok. So to start our case with the ombudsman we had to provide a summary of our dispute, a detailed list of all our contacts with OVO ( email, phone and webchat) and a pdf of all our email correspondence with them.  We had to show that OVO had had eight weeks to resolve it. We also had to say what outcome we’d like.   Today (two days after we submitted our case) we had an email telling us they had accepted it, and giving us the name of the person handling it. A few minutes later, our handler phoned to introduce himself and give his phone number so we could contact him. He asked us to check that we had submitted all the evidence we wanted. He will send this to OVO and they can respond to us.  After OVO have responded he will make a decision about what should happen.  
 

Hi @mshealey 

Has there been any further progress?

So OVO have submitted their evidence and offered a remedy. So now we are awaiting a decision. 

Hi again,

I had a response from the FIT team on 15th November that read:-

“Hello,

Thank you for your email. I can confirm that your account has now been updated to reflect the correct meter details. I've used your photograph to verify the meter and you will not be due another meter inspection until (2025).

Unfortunately our read submission window is closed so we cannot add your reading. We accept readings in March, June, September and

December. You can submit your reading/s to us between the first and last days of those months.

Thank you for your help in getting this resolved.

Kind regards

The FIT Team”

Whilst this sounded more hopeful, it still did not answer the original questions I had asked and for all I knew, could just have been confirmation of setting up a new account without any reference to previous readings. I have therefore waited until December when new readings were due before making further contact, which I have done today.

Once I got through, I explained all the issues to a very patient and helpful lady who took my December generation reading, re-took my export reading from September and confirmed that it was the final export reading, confirmed all the meter ID numbers, confirmed that they required no further information on our new installation to continue making generation payments, sent me details to allow me to set up my bank account to receive payments and confirmed they have details of the previous set of readings submitted in July. This now appears to confirm that the transfer from SSE has been completed successfully and that all my outstanding queries have now been resolved! I now await payment in February as final confirmation that all my issues have really been resolved.

Whilst it is good to report that the issues appear to have been resolved, it really should not have taken so long or been so trying. Apart from the email quoted above, I have had no other response to my formal complaint - I would have thought that I would at least have had a follow up to see if all my issues had been resolved.

Hey @DesB 

Glad to hear that’s all finally been sorted, all be it quite a lengthy and painful process for you to get there.

Hopefully you don’t encounter any further problems, but always feel free to pop back to the Forum any time.

Any progress on a decision @mshealey 

Just as a further follow-up, this morning we received 2 cheques from OVO (in 2 separate envelopes!), one for the export element and one for the generation element of the readings submitted las t September. There was no statement or other explanation with them, but they did match exactly with what was due from those readings. Perhaps the statement will arrive shortly - it always arrived a couple of days after the cheque when we were still with SSE.

We were not expecting payment for the September readings till February, having previously been told that the submission window had closed, so it’s nice that payment has come through earlier. It seems to confirm that our issures have really been resolved. Thank you for all the advice we have received on this forum.

Hey @DesB 

Glad to hear that you’ve received that payment. Hopefully the rest will now run smoothly in future.

Pop back to the Forum any time you have a question again.

Thanks for asking Jeffus. We have had an ombudsman decision that OVO should set up our accounts and pay us the money they owe us.  
we have accepted this decision but the next part of the process is that OVO needs to accept it as well. Two days on from the decision and OVO haven’t confirmed yet. 

We are disappointed that the ombudsman did not ask OVO to improve their customer service, or put a deadline on setting up our account, and paying us our September money. He said that these things were not in his remit.  OFGEM has to deal with customer support issues.  
 

Our experience with OVO is that their staff did not have access to the information they needed to do a good job, or the power to do anything to help.  They were universally polite and friendly but completely useless.  We are concerned that without OVO changing their process, any problems in the future will be just as difficult and time consuming.

We’re hoping that we get paid before Christmas, otherwise we might be having a very small turkey.