My DD has been raised without asking me, very not nice OVO! My balance is always in credit, even if I would stop paying that would cover whole winter including increased gas usage for heating. That kind behaviour is not customer oriented and that is sad, because I was always loyal to OVO. I have read all previous conversation on this topic and am aware of explanations, I’m just very not happy (politely saying). Despite, I haven’t been on the fixed contract and the only change happened is winter, which is no different to the winter last year.
... I called the OVO team and explained:
"As long as my dual fuel credit remains at approx. £200+ (as it has done, and higher, for years) and does not dip lower than £100 this winter, energy providers should not increase DDs without the customer's agreement!
I'm re-reding this thread trying to understand if there is anything I can do, and I see this. In my case it is approx. £200+ credit, and not lower than £100 this winter, but my DD was increased without my agreement.
I really liked that I could keep some credit on my account and be in control of my spending. To have credit on my OVO energy account and pay less during this winter isn't the same than having this credit back to my bank account and pay the suggested DD. Even if looking at plain number it is the same.
Is there an option to pay as you go, like exactly as mush as I used (not pre-paid)? It feel the only option I would find fair at the moment.
You can always contact Customer Support and ask them to reduce your DD payment again.
They will generally agree to a reduction straight away, particularly if /when you are in credit.
Sometimes on your online account there will be an option/button where you can reduce it yourself by 10% for 3-months.
(I’ve used it myself more than once as my DD’s are generally calculated around 10% too high, I know why that happens for me but it’s a bit complicated and will take time to fix. I’ve just had a new gas meter which should help).
It isn’t always shown for you to DIY though, and if it isn’t showing for you (or if you want a more than 10% reduction) then talk to support.
Anyone affected badly by the change in the DD calculation, please see this thread and consider adding a vote:
My DD has been raised without asking me, very not nice OVO! My balance is always in credit, even if I would stop paying that would cover whole winter including increased gas usage for heating. That kind behaviour is not customer oriented and that is sad, because I was always loyal to OVO. I have read all previous conversation on this topic and am aware of explanations, I’m just very not happy (politely saying). Despite, I haven’t been on the fixed contract and the only change happened is winter, which is no different to the winter last year.
I’m sorry to hear this, you’re meant to have several communications from OVO before a direct debit is increased. It’s worth checking on the online account that we have the correct contact details for you & your emails aren’t going into the spam folder @costeek.
You can always contact Customer Support and ask them to reduce your DD payment again.
They will generally agree to a reduction straight away, particularly if /when you are in credit.
Sometimes on your online account there will be an option/button where you can reduce it yourself by 10% for 3-months.
(I’ve used it myself more than once as my DD’s are generally calculated around 10% too high, I know why that happens for me but it’s a bit complicated and will take time to fix. I’ve just had a new gas meter which should help).
It isn’t always shown for you to DIY though, and if it isn’t showing for you (or if you want a more than 10% reduction) then talk to support.
Nukecad is quite right here. Please keep us posted with how you get on.
I’m sorry to hear this, you’re meant to have several communications from OVO before a direct debit is increased. It’s worth checking on the online account that we have the correct contact details for you & your emails aren’t going into the spam folder @costeek.
What kind communications do you mean? I have received an email suggesting to increase my DD amount. I disagreed with it, so left the amount the same. Then, it was increased by the company. Is that a communication? Also, I’m certain about my email address and always aware about the spam folder, it’s not the case here. Right now your company reduced the satisfaction of your customers and put an additional pressure on your customer service phone lines. It was unnecessary.
By “leaving it the same” it sounds like you responded by doing nothing, which means you would have agreed to the changes by way of deemed consent.
You need to actively contact OVO to raise such objections if you want the objection to be valid.
You can always contact Customer Support and ask them to reduce your DD payment again.
They will generally agree to a reduction straight away, particularly if /when you are in credit.
I understand what you mean. Phone call is not always the option for some people.
By “leaving it the same” it sounds like you responded by doing nothing, which means you would have agreed to the changes by way of deemed consent.
You need to actively contact OVO to raise such objections if you want the objection to be valid.
It doesn’t make sense. I would agree if I would increase the amount. I didn’t increase, that meant “no”. Also, I don’t remember the letter saying something like “if you would like to keep your DD amount the same, please contact our customer service, otherwise it will automatically be increased by the amount mention in this letter”. That what I would call as communication.
That’s usually how these work though - it’s a prompt to get in touch if you want to talk about it. IIRC it does count as a communication about an impending change.
I don’t remember the letter saying something like “if you would like to keep your DD amount the same, please contact our customer service, otherwise it will automatically be increased by the amount mention in this letter”.
In the Core Terms and Conditions (§7.11, bullet 5), it says: “We can ask you to increase your Direct Debit amount anytime ... If you don’t do this by the date we give you, we can automatically increase your Direct Debit ... “
In other words, if you don’t do it, we will.
That’s probably fair enough, except that in your case - and presumably that of others grumbling in this thread - neither of the conditions required for this to happen applies:
“… if prices change (in line with this contract) or you’re using more energy than we estimated.“
All that’s changed is that they moved the goalposts by extending the calculation period. That doesn’t, in my view, entitle them to use this clause to increase your DD.
It would be really helpful if someone were to submit a formal complaint and persevere with it for the eight weeks needed to be able to escalate it to the ombudsman, to find out what he would say about what I reckon to be an unfair change. I’d do it myself, but I’ve not been asked to change my DD, so I don’t have anything to complain about.
@Firedog I understand what you mean. But it looks like “we suggest to increase your DD, if you won’t - we’ll do it anyways”. There is no choice given. And I agree with you saying: “All that’s changed is that they moved the goalposts by extending the calculation period”.
Right now I don’t have a mental capacity for the formal complain. But if somebody would assist me in that, I would be happy to try.
Hey @costeek
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