Not an OVO customer- How do I get a late payment fee reversed?

@jaybell i just asked as it helps us regular posters when replying. It is a hard one to give advice on as personally I would have paid the November bill in your situation. I think it was a mistake not to. So it is difficult to give advice. So what next? 

Well, what were the dates of the EBSS payments in November? How late was the payment? Lots of people have experienced late payments across suppliers, it hasn't been easy for suppliers and payment delays occur for a variety of reasons. 14 days isn't unusual and is often longer. I haven’t seen any examples of customers not paying bills in these situations. 

Did you explicitly agree with your supplier that the bill didn't need to be paid until the EBSS payment was given to you? In writing via on line chat or via a recorded phone call? Do they have a record of that agreement? 

I think without that it will be hard to get your money back and you would be better paying the penalty. You can't just not pay the whole of a queried bill without some formal agreement as the system will trigger penalties. Have a look at your suppliers terms and conditions related to disputed bills and what  process you and they should have followed.

You could write to them first and ask if they will remove the £10 charge and  black mark as a gesture of good will, given you have a good record of payment with them and you honestly delayed payment while the bill was investigated. 

If you did get explicit agreement, then you could use the suppliers formal complaint procedure. They have 8 weeks to reply or issue a deadlock letter, then you can go to the Energy Ombudsman.

I would seriously consider paying the penalty now while you progress the case, just so the penalty doesn't escalate into further penalties in the short term if nothing else. I think you don't want to risk the issue getting worse should you loose any complaint.

Does that help?