Hey @Hanin.alhussaini,
If you’ve been making payments to an un-named ‘occupier account’, this is an issue which can be easily resolved. Please contact our Support Team with proof of payment & they can raise this to our payments team to track the payments & move them to the new account you’ve opened in your name.
When a payment is missing a ‘payment allocation’ is raised to our team. They require the following information to locate the payment:
1. Date and amount of payment(s)
2. Method/type of payment(s) and any possible reference
By method/type of payment we mean:
- Direct Debit (DD) and DD reference as shown on the bank statement, sort code, last four digits of the account
- BACS (bank transfer) such as one time payment order, standing order, payment plan (sort code and last four digits of bank account) and any reference that was used for the payment
Or Card Payment:
- - Card payment made over the phone through the automated phone line and last four digits of the card
- - Card payment made over the phone with agent and last four digits of the card
- - Card payment made through the app and last four digits of the card
Other types of payment may include Paypoint.
We need to know the payment method used and all the information on any reference and card number.
3. Proof of payment - screenshot of the bank statement or receipt.
Providing only the statement is not sufficient information for our team to be able to find the payment, as it's not clear from the statement what method/type of payment was used. That is why we also need the above information.
You’d be liable for the bill from the point at which your tenancy starts & not when you ‘move in’.
Once you’re all set-up, the easiest way to keep an eye on your new account is by logging in to your online account or downloading our app (available for iOS and Android)
The following topic may be helpful:
Hello,
Thank you for your response
i just sent the above information to the email
hello@ovoenergy.com
is there any other email or anyone else I need to speak too?
i just sent the above information to the email hello@ovoenergy.com
Just a note about email addresses. It’s not clear from what you’ve written so far whether you have access to the online account in your name. If you have, please check the Profile carefully. The name and address should be accurate, of course. The phone number and email address are vital: they are tightly linked to the account number shown, and any call or email from them will automatically be directed to whoever is dealing with your account. If you use a different phone or email address, it will all go wrong. For most customers, the email address is also the username for signing in to the account.
Bills will show the account number they apply to. They should also show an MPAN and a Meter Serial Number (MSN). The MPAN is i unique identifier for the supply (the cable or pipe leading into your home) to the property, so it won’t change even though there’s a new occupier or new meter. The MSN is unique to the meter itself, so a new meter will have a new serial number. You should check that the MSN on the bill is identical to the one on the meter itself.
tl;dr
When sending documentation to hello@ovoenergy.com, be sure to send it from the email address registered on your account.
