Missing information in renewal plan.

Good morning ​@Elaine SW and welcome to the OVO Forum.

I’m sorry to hear of this issue, and I hope it’s something that can be easily fixed. We don’t have access to your account on the Forum, however I used to work customer accounts, and have seen this issue many times. 

There are rare circumstances where this is an IT issue that needs to be fixed by our Tech team, however it’s much more common that this issue would either be due to a contract date misalignment, or the meters not being recorded correctly on your account (behind the scenes, on our side).

Please get back in touch with our Support Team, and request that a complaint be raised about this, if it hasn’t been already. You’ll then be given a complaints reference number, and the advisor who logs the complaint will need to do whatever is necessary to get things fixed. 

If I was an advisor looking at your account, I’d be checking to see firstly if the contract end date of your electricity plan matched the end date of your gas tariff. If the dates align, I’d then be looking at your ‘supply points’ to see if your meters were logged correctly on the account. Potentially, the electricity meter could be showing as removed, or there could be an old electricity meter showing on the account without a removal date.

Our complaints process can be found here. Please let me know how you get on, and feel free to reference this Forum thread when you speak to Support again. Hopefully this can be resolved soon.