Morning ​@billw and welcome to the OVO Forum.

My condolences to you and your family, I hope you’re all holding up ok. From personal experience I know how frustrating it can be getting all accounts for energy etc in order following a bereavement, and I hope on the OVO side this is resolved quickly for you. 

From the sounds of things, the bereavement process has been carried out internally if the account has been swapped into your Mum’s name now. I’m sorry to hear about the login issues. My recommendation would be to log a complaint about this. You’ll then have one dedicated Complaints Handler who will see everything through until it’s resolved. 

It sounds like your email address may still be linked to an old account somewhere, but I can’t be sure. From my own experience working in customer-facing for OVO in the past, I know that there are a multitude of different login issues, some of which can be solved by an Advisor, some of which need to go to our Tech team to fix. They can be quite complicated, and hopefully if you raise a complaint this will be looked at by someone with the experience to get it fixed. If they can’t fix it themselves, it’ll need to be dealt with by our Tech team, and for this there wouldn’t be an exact timescale. if there’s already a case with our Tech team, then your Complaints Handler would be able to tell you the reference (it will normally be a ‘CCSD’ reference number).

Let us know how you get on with this,

Cheers

Thanks ​@Ben_OVO , I’ll try that and keep you posted.

Well, sending in a complaint got me a phone call within minutes!! I was very impressed with the fast reponse and the promise of an escalation, and I mistakenly thought someone would fix the problem. Unfortunately we’re 4.5 days on and I have heard absolutely nothing more. I’d quite like someone to tell me how long it’ll take, or why this is so serious an error that has taken several weeks and might still take a few more.
Surely they could give me a new account in a lot less time? 

Morning ​@billw,

I’m glad you received a call, but I’m sorry to hear that it’s all gone quiet since. Were you given a complaints reference number? And did they give you any info as to what the issue was / what was being done to fix it?

I do have a reference number, so I’ve emailed them again for more news. 
There’s no information on what the issue is. 

To be fair, the complaints handler did say it might take a few weeks, and things might go a bit quiet. In my email I mentioned that this may make it more difficult to set up a new direct debit (They cancelled the last one when I informed them of my father’s passing, even though I told them not to!)

Thanks for your continued interest!

​@billw it sounds like this has been raised to our Tech (IT) department, which does mean it could take a few weeks.

In the meantime, you should be able to set up a Direct Debit over the phone by calling our Support Team. If you receive a bill you’ll know because you’ll get an email telling you your bill is available to view. If you don’t have any online access to view the bill, then you can ask Support to email you a pdf copy. 

I hope this helps, and I hope this gets resolved soon for you! 

Keep us posted.

​@billw

I'm sorry to hear about your loss but I thought I would pass on a bit of information on cancelled direct debits which has happened to me recently for the same reason.

If the account was in your father's name then if you apply for Grant of Probate then that triggers the freezing of the account and all direct debits, standing orders and other payments are automatically cancelled by the application.

I'n my case I set up another account to continue the DD for the time that this will be needed and I assumed control of the account.

Peter