Hi Blastoise186
It seems the payment has gone to an older joint account that was previously switched a couple of times, I can confirm that the payment has been received at an old account that I wasn’t aware of.
I will update CS by phone in the morning
Final Update:
This has now been resolved, I received the funds a week ago to an older closed account but no notification from the bank was sent to me.
When on calls with CS I was told the money was going to the bank details that were stored for the Direct Debit details, as the ex paid via DD (until they defaulted) so naturally assumed that payment was going to their bank account.
Turns out, when I made the payment over the phone, OVO had then linked that card to the Direct Debit details (for some reason) but this was a Cardholder Not Present payment, not a DD.
Checking old banking apps on my phone last night I found an account that had the payment in it.
So the payment had been sent to an older Halifax account which was closed, but had been switched to another bank: First Direct (seems like the banks keep some kind or redirect in place for such cases which is good to know for the future).
I still have issues with the suggestions from the representative to contact my ex, and contact their bank (Just as well I wasn’t going to do either as that would have caused drama)
I also have issues with the fact that after numerous calls and email requests, a cheque was never sent.
J
@JShannon I’m happy to hear that you’ve managed to get this resolved. Please feel free to pop back to us if you have any further issues.
ovo complaints email address just opens up my google account. is there something i don't understand.
Just use you normal email account and compose your message to complaints@ovoenergy.com
https://www.ovoenergy.com/feedback
(If you click the email link, it will try to use your devices default service, presumably gmail for you)
It sounds as if you clicked on a link somewhere that started with mailto:. This will usually cause the operating system to start your mail program (in your case, Gmail) and show a fresh new email message with the address already filled in. You may have measures in place to prevent this.
To submit a complaint, send email to complaints@ovoenergy.com, and otherwise be sure to say as much as you can about the problem. You should include your OVO account number, name, address and contact details.
Before sending, check your account profile page. You should send from the email address shown there, because otherwise your message might get lost.
