High estimated bills but the property is empty?

I had a missed call from Ovo “collections” team yesterday. Strangely, it was after the number they said to call back on had closed! I am interested to see what they want to collect from me, seeing as I am massively in credit and am actually being sent a £40 refund according to an email yesterday!

I just spoke to someone from the collections team. They said no problems, just make sure account is in credit. No need for a DD. 

Interestingly, they said any issues like this, phone them, as the people on the online chat “don’t have the skills to deal with it”. An interesting admission, as they push people to the online chat.

Hey ​@portland555,

I'm really glad you had the chance to chat with the Collections team about your call! Just to give you a little background, there are some processes that need to be handled over the phone, like adding a new contact to an account. That might be what they were referring to. This is mainly to ensure everything stays compliant, and it's not about steering you in a particular direction. There are just times when we may need to guide you to a different option if it makes sense. Our priority is to make it easy for you to reach out to us in whichever way works best for you!

I hope this helps! 

Just an update:

After 2 missed calls from the “collections department” I took a call today. The lady wanted to talk about my direct debit and ask why I had cancelled it. I explained that I had already spoken to someone about it and queried why they were still calling me. She put the phone down on me.

I have sent a formal email of complaint to ovo over the mishandling of my billing, and await a response.

Sorry to hear this ​@portland555,

A complaint is definitely the way to go about it given what’s happened here. When you hear back from the complaint I recommend requesting that, as resolution, they set your Direct Debit to the amount which will cover the standing charge only, given that the property is vacant.

Let us know how you get on.

Thanks, I’m hoping it’s all academic and the property sale will complete soon, but the conveyancing has taken 3 months so far (even being chain free!)

Another call from the collections department today. They had no knowledge that I had raised a complaint, and put the phone down on me (again) when I mentioned it. Ovo appear to be using a low-cost offshore call centre with insufficently trained staff.

​@portland555 I’m really sorry. I’ve never heard of the phone being put down on customers like this.

Please refer your complaint to hello@ovoenergy.com. Request that the Collections calls are listened to, and that the complaint handler looks into whether the call was disconnected both times by the Collections agent. This’ll all need to be taken into account when a resolution is offered.

Let us know how you get on.

I had another call today asking why my DD was closed. I asked about the complaint - apparently it had been closed for no reason. Next step is the Energy Ombudsman. I have never in my life dealt with such an incompetent organisation. I know I will probable be banned for this, but I urge anyone not so sign up with Ovo energy. My family has been caused considerable anxiety and stress by this. This is my last posting here.

​@portland555 I’m sorry that this has happened.

Before going to the Ombudsman you need to give OVO eight weeks to resolve the complaint. Ask for the complaint to be reopened, and for the most recent shortfalls in service to be taken into consideration when a final resolution is offered.

Hi, as the title suggests.

I just moved to this one bed flat by myself.

I actually lived in this flat for a total of 7 days in December, before leaving abroad for work and came back today (3 weeks later). 

I was checking the usage via the app and for the first few days after I left it was normal and as expected by an unoccupied flat. But then usage started going crazy, to the point that some days usage was more than when I was actually in the flat.

Before leaving the flat I checked and everything was unplugged. Also the electric heating was off.

The flat is supposed to be EPC C if that makes any difference.

Any ideas what might have happened?

thanks.