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Payment due, but account says still on onboarding?

  • 20 March 2018
  • 4 replies
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Hi. I received a letter from Ovo saying my first payment is due on the 22nd, but my account still says its in onboarding. Will the payment be taken automatically or do I have to pay it through my MyOvo page, because if I have to do it through MyOvo, I currently can't access the payment section.
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Best answer by Lucy_OVO 21 March 2018, 17:48

Hey BenN98,

You should have received a welcome email and Direct Debit confirmation around 7 working days after you had signed up to us. On both of these, we would have advised how much the Direct Debit had been set up for and what date it would be debited.

Depending on when you switched, it will take 4-6 weeks from your supply start date before your My OVO account is up and running. I’d advise logging onto your My OVO account to check the payment date and Direct Debit amount so that you know how much will be taken each month and when. If you’re unable to do this just yet, the friendly Social team can check this for you. Just drop them a private message on Facebook or Twitter.

Facebook - https://www.facebook.com/ovoenergy/
Twitter - https://twitter.com/OVOEnergy

Lucy
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Hey BenN98,

You should have received a welcome email and Direct Debit confirmation around 7 working days after you had signed up to us. On both of these, we would have advised how much the Direct Debit had been set up for and what date it would be debited.

Depending on when you switched, it will take 4-6 weeks from your supply start date before your My OVO account is up and running. I’d advise logging onto your My OVO account to check the payment date and Direct Debit amount so that you know how much will be taken each month and when. If you’re unable to do this just yet, the friendly Social team can check this for you. Just drop them a private message on Facebook or Twitter.

Facebook - https://www.facebook.com/ovoenergy/
Twitter - https://twitter.com/OVOEnergy

Lucy
Ok. Thankyou for the quick response
Hi

I recently switched to OVO, and the first DD payment was taken on the 3rd, but the MyOVO page is still saying "We will start supplying your energy on 31 August" and "Your direct debit will be confirmed on 5 September". All the menu options are greyed out too and the app just has a "track your switch" button that links to the same page.

Any idea what's going on?
Userlevel 5
Hey @TomI

We already had a topic on this, so I've moved your query over here.

Check out Lucy's best answer at the top, for more info! :)

Eva

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