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Hi, I always pay my OVO energy bill at a PayPoint facility within a couple of days of receiving the paper bill. I paid my bill on the 11.January. 2024, in cash as usual and was given the normal proof of payment receipt by the PayPoint operative. In the following days I kept checking my account to make sure the payment had been acknowledged and updated as paid as usual.
I had previously been told to send in my meter readings on or around the 27/28 of each month which is what I do. On the 21.January.2024 my payment had still not been acknowledged so I emailed OVO pointing this out along with a clear image of my PayPoint proof of payment receipt, which did correctly have my account number on it.

A couple of days later I received a reply to my email in broken English, which acknowledged that they had received my email and could clearly see the details on my proof of payment receipt. The email went on to say that “we should wait a few more days” but it then went on to say that due to the fact the bill hadn’t been paid “ collection activities” would continue and  a very clear threat that OVO share information with “credit reference agencies”.

To say I am furious is an understatement. On the morning of 23.January.2024 I phoned the OVO customer helpline and was told to wait seven more days to see if my payment was updated. The person I spoke to had accessed the image of my proof of payment receipt and said she had it in front of her. She also confirmed that my account number on the proof of payment was correct and said that if after the seven days had passed my payment had still not been acknowledged, that I would have to go back to the PayPoint facility concerned to find out where my payment was. I have already been given a proof of payment receipt by the PayPoint operative. I have been told by a consumer rights agency that it is not my responsibility to have to find out where my payment is, it is OVO’s responsibility to find out where it is as PayPoint is acting as OVO’s agent with OVO’s agreement.

My worry is that OVO will just continue to not acknowledge my payment and just leave it to myself to find out where my payment is and start debt recovery procedures. Can anyone advise me as to what my next step should be ?

Thank you.


 

Yes, the bill image with your last question is my most recent bill £107.28. If you look at the section on the right, second down from the top 

“Pay In Branch” you will be able to see that it states “you can pay by cash at a PayPoint store” this is the method I have always used and the method I used to pay the bill in question. 
Below is my Legal Proof of Payment from that transaction and you will also be able to see that the barcode number on the bill and the number on the Legal Proof of Payment match.

I have been in communication with PayPoint and they have confirmed by email that there investigations have shown that the transaction was completed and verified correctly. 

Legal Proof of Payment dated 11.January.2024

 

Are you sorted yet @Pagan ?

I have been looking on the Forum and see that people are have problems with OVO saying that the made a payment and OVO state that they have not received their payment.  I have also had the same problem.  I made a payment for my own and my Mums OVO account and when I check our accounts it says the amount is still outstanding.  This seems to follow a pattern as I also made payments on 11th January the same date as other people on the forum, maybe OVO had a blip on their system on that date.  I have emailed copies of receipts to OVO who say they will look into this.  I also contacted Paypoint where I made the payment and they say the payment was successful and I should ask OVO to follow their 'missing payments' process. Also I have been into the Coop where I made the payment and they say that other customers have been having the same problem. 

Hi. Hope that all them payments finally become acknowledged by OVO. Otherwise need to wait few more weeks before I can report it to Ombudsman. As we all have the proofs of payments I think will be pretty straightforward case for the Ombudsman. After all the hassle with OVO will be looking for compensation cos we haven’t done anything wrong and lost our nerves and plenty of time to sort this out. Thanks OVO for taking a good care of customers who pays their bills on time.

Hi @Mac1982 

Have OVO sorted out your issue yet?

Hi. It’s now sorted. Just need to know if PayPoint is still available for customers who paid them bills monthly. Thanks

Hi Jeffus

At this point in time I have no idea if the problem is sorted and if my payment through PayPoint has been acknowledged by OVO. In the mean time my latest readings were due on the 28.January.2024, I sent the readings in and I am now awaiting my bill from OVO. I have had no further communication with OVO either by letter or email so I am currently in the dark as to what is going on. I’m half expecting a letter through the door telling me that debt recovery proceedings have been initiated by OVO against me. So far since this problem arose I’ve been very disappointed and also alarmed at the emails I received and the conversations I’ve had with OVO call handlers. There seems to be a culture that the customer must always be at fault and is basically guilty until proved innocent……unfortunately even PayPoint Legal Proofs of Payment are not sufficient to prove payment according to OVO staff and the “the customer needs to find out where there payment has gone” which is actually OVO’s responsibility and there is a “missing payment process” OVO need to initiate with PayPoint too. It’s very concerning that  OVO are prepared to cause customers a lot of worry and use threats of “debt recovery” and that OVO will also share information with credit reference agencies too should they feel inclined. 
I’m hoping a might receive a letter of apology from OVO at some point but from my dealings with OVO so far make me think that is unlikely.

Thanks Pagan

Hey @Pagan,

 

Sorry for your frustrating experience, 

 

I think the issue is due to OVO not accepting paypoint payments for pay monthly customers. I’ll ask Forum_Support to reach out. Please keep an eye on your private messages. 

Hi Jeffus

At this point in time I have no idea if the problem is sorted and if my payment through PayPoint has been acknowledged by OVO. In the mean time my latest readings were due on the 28.January.2024, I sent the readings in and I am now awaiting my bill from OVO. I have had no further communication with OVO either by letter or email so I am currently in the dark as to what is going on. I’m half expecting a letter through the door telling me that debt recovery proceedings have been initiated by OVO against me. So far since this problem arose I’ve been very disappointed and also alarmed at the emails I received and the conversations I’ve had with OVO call handlers. There seems to be a culture that the customer must always be at fault and is basically guilty until proved innocent……unfortunately even PayPoint Legal Proofs of Payment are not sufficient to prove payment according to OVO staff and the “the customer needs to find out where there payment has gone” which is actually OVO’s responsibility and there is a “missing payment process” OVO need to initiate with PayPoint too. It’s very concerning that  OVO are prepared to cause customers a lot of worry and use threats of “debt recovery” and that OVO will also share information with credit reference agencies too should they feel inclined. 
I’m hoping a might receive a letter of apology from OVO at some point but from my dealings with OVO so far make me think that is unlikely.

Thanks Pagan

Keep an eye out here @Pagan for a message 

https://forum.ovoenergy.com/inbox/overview

Hi Emmanuelle

I’ve always paid at PayPoint with cash. The bills I receive state on them that you can pay your bill in cash at a PayPoint facility.

This is my latest bill.

This is the only option currently if you prefer to pay with cash, which of course should always be an option.

Thanks

Pagan

Hey @Pagan,

 

Sorry for the mis-advice,

 

We’ve raised this internally, as paypoint isn’t listed on the website or our internal knowledge base as a viable way to pay an OVO bill. Hopefully we should be able to get this information updated ASAP. 

 

I’ve asked Forum_Support to reach out today to help you with this issue.

Hi, 

I’ve been contacted by Forum Support and have already provided them with the information they requested.

Many thanks

Pagan

Hi,

Previously as you will see on the forum I had a paypoint problem which I made on 11/1/24 which was resolved.  However, I did not receive a bill for my account and my Mums from OVO in February.  Usually I receive a monthly bill which I pay as soon as I receive  the bill.   I called OVO today and asked why I had not received a bill in February and I was told  that the accounts were on hold due to missed payments.  I explained that I had made a payment at  Paypoint and the lady I spoke  said yes I can see you made a payment and we will send you a bill in the next 5 days.  What is going on???

Hi @Debbief 

 

It sounds like the team were able to locate the payment while on the call with you, that allows them to then bill the account correctly? It’s difficult for us to tell on the Forum as we don’t have access to accounts at the Forum. Even if you made a regular payment in February when you didn’t get the bill through as normal, we’ll still bill the account, but that payment will also reflect on the bill.

 

You may want to contact the Support Team again to get some clarity on this, or you can wait until that bill comes through. 

 

It is now 17th March and I have still not received a bill, even after phoning OVO on 2 occasions who told me they would send me a bill in the next 5 days.  I have not received a bill since January.

tbh it’s MUCH faster if you pay by debit/credit card using MyOVO or the OVO Energy app than it is via PayPoint, cheque or bank transfer. Payments made via card or Direct Debit get automatically processed and show up rapidly - especially card payments which can show up as received in as little as 90 seconds.

If you’re able to, I strongly recommend that you switch to one of those two options.

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