fraudulant debt

Morning ​@Dmw1982,

Firstly may I offer my apologies for what’s happened here - I know how worried and frustrated I’d be feeling were I in your position. 

I worked in Complaints for OVO for a number of years and I’ve seen this same situation arise before for other customers. It’s normally due to the ‘Trace and Search’ collections process, where there’s debt relating to a property which we supply, but there’s no account holder. In cases like this, we may be passed details of who lives at the property by third party sources such as letting agents and land registries, among others. Sometimes, the information passed to us can be incorrect. I can’t guarantee this is what has happened here but, if I had to guess, I’d say this is probably the case.

This needs to be logged as a complaint if it hasn’t been already, and the complaint would need to be escalated to the highest level, given the nature of this and how long its been going on for. Have you already got a complaints reference number for this? If not, contact customer support to request a complaint be logged. You can find our complaints process here. By all means reference this Forum conversation when you speak to Complaints.

To confirm - if the debt is incorrect we can get it taken off of your name through the Trace and Search reversal process. We can also get any negative markers against your credit file removed. 

Please keep us updated as to how you get on - this needs to be resolved quickly for you.

Keep in touch,

Cheers,

Ben