Hey @dr8v6,

Sorry to hear this,

I’ll ask Forum_Support to reach out. Please keep an eye on your private messages. 

I would like to ask if anyone has any ideas on how to get some action from Ovo, when i was moved from SSE ( who i never had a problem with ) i was £313 in credit on my gas account, since then i have also paid another £118 in monthly direct debits but according to Ovo i am over £60 in debt

apparently they have the wrong meter number so i am paying for someone else’s gas, i understand mistakes can happen but i an fed up with being ignored, i was told on the 11/09/23 that a specialist would be touch and be my point of contact within five days but despite emailing and texting to ask why  the promised contact has never arrived

they are claiming SSE gave them the wrong meter number which SSE absolutely refute and say i am one of many with this problem, Ovo have taken over £400 of my money and do not care, i have called, emailed, text many times but just get ignored, the last response just said it with the complaint dept and then at great length wanted me to rate them as five star and leave a five star review on trust pilot, i am a pensioner and both myself and my wife are registered with the county council as disabled but despite this Ovo are just ignoring me and taking my money for someone else’s account, any help or suggestions would be bery much appreciated, thank you  

All I will say is good luck and keep pestering them.  I am still fighting a dispute on migration too.  It’s like talking to a brick wall at times. Sadly I am finding Ovo’s customer service to be very poor.

It is actually worth noting that repeatedly getting in touch may slow down response times as someone has to read literally all of it before they can reply at all, and this pushes you down the queue.

Please only get in touch once and then wait for a response.

One other thing to add, @scopexx7, other than an apology for the experience you’ve been having with OVO Support. 

It sounds like your complaint has been escalated to the Complaints team. The ‘5 days’ for a response time frame is being missed currently but your complaint should be assigned someone who will reach out to you. If you’ve been waiting more than 45 days since this was first raised to them, let us know here and we can get our Forum_Support team to chase up your complaint handler. 

In the meantime you can disregard the account balance showing on your OVO account. 

Trying to change suppliers but new supplier says I have a Pay As You Go meter which I haven’t had for over a year. OVO tells me the database is correct. Where do I go from here please? 

You’ll need to ask OVO to check again - only the active supplier can make changes.

https://ovoenergy.com/feedback .

Hey @DMM, 

If you inform our Support Team that your new supplier believes the meter information is incorrect and needs to be updated, they can raise a case to have this amended for you. If you let them know if it’s gas/electric or both, they may need to raise a case if it’s dual fuels. 

Here’s a couple of articles I found that may help:

How does OVO Energy update my gas meter serial number on the national database

How can I get my MPAN/meter details corrected with my previous supplier? Switch is stuck and haven't been final billed!

Let us know how things go with getting this updated.