Hi @Lucky2 ,

That sounds like it might be the one that lets you change to another OVO fix deal fee-free. Either way, you ALWAYS have the 14-day cooling off period which expires 14 days after the plan starts.

Do you know what the name of the tariff is? Once I have that, I’ll dig the details for you.

@Blastoise186  yes I do,

1 Year Fixed Loyalty - Economy 7

That looks like the one. Either way, I don’t see the prices going down anytime soon, so you’re probably better off keeping the fix anyway.

@Blastoise186  I will be staying with it but my issue with it is that it said no exit fees unless I changed supplies  before I signed up and than had something  completely different on my contract.

It’s just the wording, read your 3 screenshots again.

Your fiist screenshot says at the top that there is no fee if you switch from an OVO Fixed Loyalty deal to another Fixed deal with OVO
(I can confirm that, because I did it myself only last week with 4 months left on my previous 12 month plan, I switched to another OVO Fixed plan for a new 12 months and no exit fees applied).

It then says at the bottom that there is an exit fee if you switch away from OVO to to another supplier.
(But see below about your 3rd screenshot).

Your second screenshot is simply the standard ‘you have 14 days to cancel without any fees’ that you get with all new contracts.

Your third screenshot is again talking about a fee if you switch away from OVO, it says that the fee will not apply if there are less than a certain number of days left to the end of your fixed plan, in your case if there are less than 50 days to you plan end you can switch away from OVO without incurring an ‘early leaving’ fee.

You should have had an email confirming the switch and giving the rates that apply on the new tariff.

The email also includes a link to the terms and conditions that apply to that specific contract. These are the ones that apply, more or less regardless of what you might read elsewhere. They may make clear what conditions would lead the imposition of an exit fee, but you should note that these terms can change without notice so long as the change is not to your detriment, so you might want to bookmark the page and revisit it occasionally.

This is page the link in my confirmation email a couple of months ago takes me to:
1 Year Fixed Loyalty Terms and Conditions | OVO (ovoenergy.com). It’s the same page I see if I follow the link on the Plan page in the app.

Yours might be different, so be careful.    

The exit fee quoted on my Plan page is £75. The one given on the official-looking Terms and Conditions page is £50, payable if I change supplier. Heaven knows what they would try to charge me should they decide that I’m liable to pay an exit fee. But as @Nukecad  points out, you can apparently switch to a different OVO tariff with impunity; the fee would only ever be extorted if you switched to a different supplier.

@Firedog I still think it's very miss leading as it clearly said £50 exit fee per fuel if you change supplier, before I sign up. Nowhere does it say Should you cancel your contract more than 49 days before it ends you'll pay an exit fee of £50  which it says on my contract.

I agree, and they’re looking into it! The text on the Plan page is curt and doesn’t tally with the verbiage on the Terms and Conditions page linked just below it. I can’t imagine that they would ever try to take an exit fee in contravention of the T&C. It’s always discretionary, anyway (“… we may apply an exit fee ...”).

@Nukecad took a chance on it and didn’t have to pay. 

@Firedog when you say they're looking in to it! Who  are they.

We’ve got ways of passing things back to internal teams within OVO via the Forum Moderators. If they spot stuff that they think needs to be flagged up internally, it takes but a moment for them to do so.

This is definitely something we’ll ask them about passing on.

@Blastoise186 ok thank you for clearing that up for me and I really appreciate you help.

Forum moderators: look for a highlighted passage here.

Well not really taking a chance,
I’d already double checked the T&C’s and seen that in my case no exit fee(s) would be applied if switching from my 1-Year Fixed Loyalty to another fixed term plan with OVO.

(The customer support person I dealt with to make my ‘tariff hop’ knew that too, I didn’t have to bring it up they told me, and just clicked a couple of buttons and waived the exit fees).

That tells me that the default is to charge the fee if the agent has to take action to change it. I wonder if they have to justify a waiver to a supervisor, or whether the discretion is absolute. 

That’s how I understood it as it was happening, a default exit fee setting that can be varied or waived by the support agent.

She didn’t need to refer to anyone else, just did it straight off her own bat for both fuels.

Presumably customer support are given guidance/training about when exit fee variations and waivers should be applied.

@Nukecad That's all well and good but I have now been on the online chat twice and been told different variations of the exit fees by different support agents and none in my favour. So it's a bit hit and miss if you do won't to change mid contract.

I would go with what is written in the T&C's rather that what someone says on the phone.
(People on the phone may not have fully up to date information, or may even be thinking about something else without checking).

Plus of course the answer will depend on just what question you asked them. eg:
Q: Are there exit fees? A: Yes.
Q Are there exit fees if I ‘hop’ to another OVO fixed tariff? A: No.

Currently the 1 Year Fixed Loyalty T&C's, section 6, only state that an exit fee may apply "If you change your supplier".
ie. No change to another supplier, no exit fee.

I suppose someone has to ask:
You only started your new Fixed Loyalty plan 2 days ago on 5 Setember, is't it a bit early to be looking at changing supplier?

However - If you think that you have made a mistake with signing up to that plan and no longer want it (maybe you want a different plan, or want to stay on your old variable tariff) then you are still within the 14 days cancellation period.

Hey @Lucky2,

I am they. 

As @Firedog kindly linked, we’ve had a conversation about this recently, and I raised it internally to say it isn’t clear depending on where you look or how you ask the questions if you ask support. It’ll take a little time to work through the different teams involved, so once I have an update, I can share it with everyone 

@Nukecad is correct here, agents have guidance/tools to let them know what plans they can and can’t waive fees on! I’ve asked for access to this so I can take a look at it myself as it’ll give me a better idea of what they look like so I can feed that back to you! 

If you have any further questions, drop them in, and we can take a look!