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.
