Missing PayPoint Payment

My latest bill, generated on 2.January.2024. 

Hey @Pagan,

I’m sorry for the issues you’re having,

I think the support team are best placed to assist with your query as they have access to your account. 

As far as i’m aware, we don’t offer the option of paypoint for pay monthly customers. I’ll ask for clarity internally. 

Hi Emmanuelle

I have already been dealing with the Support Team. I have sent them digital copies of all documents including my Legal Proof of Payment. They have acknowledged that they have received all the documents whilst I have been speaking to them on the phone. One operative told me on the phone that she had my digital copies in front of her on a screen. 
Despite all my emails and phone calls and supplying evidence of my payment, my OVO account stills shows the bill (£107.28) as unpaid. I’ve had threats that “debt recovery” will be initiated and that OVO may share information with “credit reference companies” .

I’ve also been communicating with PayPoint and supplied a digital copy of their Legal Proof of Payment which I received at the time of payment from them. They have emailed to say my payment transaction was completed and is valid. 
The OVO support team have not helped in any way and are still in denial regarding my bill payment, what further evidence do they need before they take responsibility and update my bill/account as paid in full ?

Can you suggest what my next step should be ? Do I now have to employ lawyers to take this to the courts ? 
 

Thank you.
 

It is on their latest bill that is in dispute

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. 

Hello 

I’m in the same situation as Pagan. Paid my bill £195 on 11.01.24 at PayPoint shop and OVO lost it. Never before had such an issue. OVO support gave me 10 days time frame to sort this out (locate my payment) after another contact time frame stretched to 28 days!

Can someone explain what’s happening?

If OVO don’t accept PayPoint any more so why I haven’t been rejected at PayPoint? Payment was accepted and I do have a receipt to confirm that.

Legal proof of payment dated 11.01.24

*photo removed by moderator*

I’ve just had to flag multiple posts in this thread again for revealing account numbers. Please use caution - that stuff can allow someone to hijack your account.

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.