OVO have lost my FIT account!?

Hey @mshealey,

That all sounds very frustrating, but I’m glad to hear the Ombudsman is sorting this out. 

OVO has to accept the Ombudsman remedy, here is more information about the complaints procedure which may help. 

Step 4 – Taking things further

We will do everything we can to resolve your complaint as quickly as possible. In a small number of cases it might take longer and if it’s taken over 8 weeks, you can speak to the Energy Ombudsman. We may also write to you with a final decision that you disagree with. This is called a ‘deadlock’ letter and you can also speak to the Ombudsman if you are unhappy with our actions. The Energy Ombudsman provides a free, independent service.

They’ll review what’s happened and how we’ve handled your complaint. First, they’ll look at everything we’ve done so far with your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.

Here’s how to get in touch with them:

• Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
• Email: enquiry@energyombudsman.org
• Website: www.energyombudsman.org
• Post: Energy Ombudsman, PO Box 966, Warrington WA4 9DF

Helpful to know – you don’t have to accept their decision – but we have to.

Well. One week on and our Ombudsman case still says waiting for OVO to accept the decision. I wonder what will happen when we try to submit our December numbers next week 

I emailed Roman Bhatia last week, summarising our tale of woe, and got a call on Friday from James, of Ovo complaints, apologising and saying that all would be sorted out in 5 working days. They already had our bank details, which  proves they did know who we were all along!

Thankyou MLOwen I will try that tomorrow 

I’m happy for you, but question why we have to jump through all these hoops to get what is legally ours. We earn our money, we shouldn’t have to beg for it as well

I’m glad to hear you’re finally getting somewhere @MLOwen, I’m sorry it’s been such a stressful situation. 

So OVO accepted the decision yesterday late afternoon . And today we were able to submit our December reads. They had an account all ready and waiting for us. 
Progress indeed. Now just waiting for our September payment 

Hey @mshealey 

Glad to hear you’re now making progress, despite the lengthy and difficulty process you had to take to get here. We’re really sorry again for the difficulty you had trying to get this sorted out.

Keep us updated with the progress, and if there’s anything else we can help with, do let us know.

Thankyou Abby.

Sadly I have no progress to report at all. Before Christmas we were telephoned by someone from the OVO Complaints team who said not to worry she was our personal manager and would get it all sorted for us by Christmas. She asked for all our meter readings which we gave her and felt hopeful that we might at last be getting paid. 
The next day she sent an email asking for the meter readings again. We supplied them.  She didn’t reply. 
 

So now just before New Year, we have still not been paid the substantial sum of money OVO owes us. Our account manager has not been in touch, we have no idea when we might expect to be paid or what is happening with this quarters readings  

You might remember I reported that we were able to submit our December readings.  But just recently we received an email from the OVO fits team saying they can’t find our account. So no steps forward and one step back.

 Happy New Year all

A quick update to say that OVO have mailed us to say they will not have set up our FIT account or paid us within the time frame set by the ombudsman. They have refused to give us any information about why there is a problem, what they are doing about it or a time plan for when we might get paid. 
On Wednesday our case will be passed to a new department which handles complaints which are outside the ombudsman date. 
 

Hey @mshealey,

I’m sorry to hear this, 

I’m not sure what the next steps are if a supplier isn’t able to deliver the Ombudsman remedy. It seems you have now been passed to a team that deal exactly with that.

I hope this gets sorted for you.