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Tchexovo
Rank 1
October 24, 2023
Solved

Opened a new account in error when trying to renew

  • October 24, 2023
  • 18 replies
  • 263 views

A month ago I tried to sign up for fixed rate energy but accidentally opened a new account, no problem I thought, I'll just contact customer support explain what happened and get them to close this accidentally opened account.

Support assistant assured me it was all fine and the account was closed, yet a week later I have money unlawfully deducted from my bank as they had not closed it at all. Repeatedly complained telling them this was an issue and have been given nothing but lies, lies and more lies regarding the missing money (in one case they even replied to the wrong customer complaint and gave me someone else's account details).

 

If there is no other way to resolve what should have been a really simple matter it seems like there is no other choice but to take the matter to claims court and sue OVO for the money, but I thought I might post my experiences here to see if anyone else has had similar issues and if there are any other available resolutions available?

Best answer by Emmanuelle_OVO

Hey @Tchexovo,

 

Sorry to hear this,

 

You should be able to file an indemnity claim with your back and get the money immediately refunded, you can then cancel the direct debit for the new account that was incorrectly created. If that’s not been done so already. 

 

It sounds like they closed the new account but the direct debit had already been requested from the bank. The timeframe to cancel a direct debit is 10 days. 

 

Or you can wait for the direct debit to be refunded to your account by OVO, but again the refund timeframe is longer. Another option is to get the payment ‘balance transferred’ to the account that was closed in error when you set up a new one. 

 

The quickest, easiest way to get the direct debit back is through the bank.

 

Hope this helps. 

 

 

18 replies

Jeffus
Rank 20
Jeffus
Rank 20
October 24, 2023

A month ago I tried to sign up for fixed rate energy but accidentally opened a new account, no problem I thought, I'll just contact customer support explain what happened and get them to close this accidentally opened account.

Support assistant assured me it was all fine and the account was closed, yet a week later I have money unlawfully deducted from my bank as they had not closed it at all. Repeatedly complained telling them this was an issue and have been given nothing but lies, lies and more lies regarding the missing money (in one case they even replied to the wrong customer complaint and gave me someone else's account details).

 

If there is no other way to resolve what should have been a really simple matter it seems like there is no other choice but to take the matter to claims court and sue OVO for the money, but I thought I might post my experiences here to see if anyone else has had similar issues and if there are any other available resolutions available?

Hi @Tchexovo

Sorry to hear about your issues. 

8 weeks after you first submitted a complaint you can go to the Energy Ombudsman

https://www.energyombudsman.org/

This will be quicker, cheaper and more effective in my experience than ever taking legal action through the courts. 

Has 8 weeks passed yet?

The complaint process is described here

https://www.ovoenergy.com/feedback

Blastoise186
Super User
Blastoise186Super User
Super User
October 24, 2023

The Small Claims Court is not the correct solution - it’ll take months to get anywhere.

Try https://ovoenergy.com/feedback instead.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVOSolved
    Retired Moderator
    October 25, 2023

    Hey @Tchexovo,

     

    Sorry to hear this,

     

    You should be able to file an indemnity claim with your back and get the money immediately refunded, you can then cancel the direct debit for the new account that was incorrectly created. If that’s not been done so already. 

     

    It sounds like they closed the new account but the direct debit had already been requested from the bank. The timeframe to cancel a direct debit is 10 days. 

     

    Or you can wait for the direct debit to be refunded to your account by OVO, but again the refund timeframe is longer. Another option is to get the payment ‘balance transferred’ to the account that was closed in error when you set up a new one. 

     

    The quickest, easiest way to get the direct debit back is through the bank.

     

    Hope this helps. 

     

     

    Renewable Energy? Big Fan.
      Jeffus
      Rank 20
      Jeffus
      Rank 20
      October 31, 2023

      A month ago I tried to sign up for fixed rate energy but accidentally opened a new account, no problem I thought, I'll just contact customer support explain what happened and get them to close this accidentally opened account.

      Support assistant assured me it was all fine and the account was closed, yet a week later I have money unlawfully deducted from my bank as they had not closed it at all. Repeatedly complained telling them this was an issue and have been given nothing but lies, lies and more lies regarding the missing money (in one case they even replied to the wrong customer complaint and gave me someone else's account details).

       

      If there is no other way to resolve what should have been a really simple matter it seems like there is no other choice but to take the matter to claims court and sue OVO for the money, but I thought I might post my experiences here to see if anyone else has had similar issues and if there are any other available resolutions available?

      Hi @Tchexovo Did you get your issue sorted? 

        P
        Rank 2
        Paul_Bedfordshire
        Rank 2
        April 2, 2024

        I have three months to go on my fixed term, so decided to switch to 2 year fixed account, as the exit fee dosent charge if you swap to another Ovo fixed term.

        Anyway. Didnt allow me to do it when logged into App so did it externally on web.

        Result is I now have 2 Ovo Accounts for the same address. Will this resolve itself or will I need to contact them?

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        April 2, 2024

        Hi @Paul_Bedfordshire ,

        You should talk to OVO Support about this - they’ll need to fix it.

        With that being said, you should NOT use https://switch.ovoenergy.com for renewals - you must go via MyOVO.

        Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        P
        Rank 2
        Paul_Bedfordshire
        Rank 2
        April 2, 2024

        Hi @Paul_Bedfordshire ,

        You should talk to OVO Support about this - they’ll need to fix it.

        With that being said, you should NOT use https://switch.ovoenergy.com for renewals - you must go via MyOVO.

        Take you point but My Ovo dosent offer other fixed rate plans and when I went via the website it said I could get better deals via My Ovo as I was an existing customer (it recognised my address) but didn't tell me not to proceed.

        My Ovo also recognised the new acccount without me having to log in for it

        P
        Rank 2
        Paul_Bedfordshire
        Rank 2
        April 2, 2024

        The old account now has plan deleted so it looks like it will just change over. Will lose my history but got it downloaded

          Abby_OVO
          Community Manager
          Abby_OVO
          Community Manager
          April 3, 2024

          Hi @Paul_Bedfordshire 

           

          Sorry to hear you’ve been having trouble.

           

          If everything has resolved itself then that’s great, but if you’re still unsure or having issues with the plan or account, please do reach out to the Support Team so they can help with that.

           

           

          Hope this helps.

          Currently Playing: She's Electric
          P
          Rank 2
          Paul_Bedfordshire
          Rank 2
          April 3, 2024

          Hi @Paul_Bedfordshire 

           

          Sorry to hear you’ve been having trouble.

           

          If everything has resolved itself then that’s great, but if you’re still unsure or having issues with the plan or account, please do reach out to the Support Team so they can help with that.

           

           

          Hope this helps.

          Thanks Abby. Just had a final bill for my "Old" account with no exit fees so it looks like it will sort. Also smart meter monitor seems to be charging at the new rate. 

          Just a shame it set up a new account so usage history no longer available on it. 

          Show more replies
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