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Why did OVO collections team contact me despite my recent payment?

  • 21 May 2022
  • 9 replies
  • 262 views

I’m interested to hear from SSE former customers and if it resonates Ovo Energy customers.

I transferred from SSE mid January 2022. My billing cycle was quarterly and bills came not long after the billing period. My bill was paid by a direct payment.

At transfer Ovo Energy placed me on a monthly cycle running 13th of the month to the 12th of the following.

Upon transfer my bill fell at transfer and I paid SSE. The money was transferred to Ovo, however my previous billing and usage with SSE was and still is not visible.

For the period 13th March to the 12th April, I viewed my bill electronically I have smart meters and paid on the 13/4/22 shown on my bank statement as the 14/4/22. I paid modestly over the due amount and was in credit at the start of the billing period. A week later I received a bill from a Ovo indicating a debt.

This debt was imaginary as their system appeared not to acknowledge my payment, even though my account did. For that period and into the next. I was harassed by txt and email.

I tried to contact via chat, that system was not available, I tried to call excessive wait times. Eventually frustrated with their harassing communications. I left a trust pilot review and received some rather pointless communications through that platform. That my experience will be taken up with the billing team.

As the next billing period approached the most recent I paid Ovo on the date my bill appeared in my account. There was no notification that my bill had been issued. Instead I receive a rather harassing text message from collections for a debt that had been over due for more than a month. This was and is not the case.

It is likely I will formally complain through Ovo’s complaints process. They have eight weeks to address my complaint. After that it is the Energy Ombudsman…..all in from a consumer perspective it appears fruitless and time consuming. As there is a clear issue with Ovo’s billing process and procedure.

The other option is to transfer to British Gas.

Thanks for reading and commenting if you do.

 

Oh! a screenshot of my account is attached, yes I’m in debit by a few pounds, I’m in a billing period. Sorry wouldn’t allow the screenshot.

 

 

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Best answer by Tim_OVO 23 May 2022, 11:49

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Hi @Kenyon graham ,

In on my phone right now and can’t respond properly. However, you may want to try calling 0345 0260 712 on Monday as this will get you through to a dedicated team handling former SSE customers.

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Ok, I’ve found a PC now.

I think your SSE account might still be accessible for another two months, so please check back there for any existing SSE bills. It’s possible that your payments went there and paid off a bunch of SSE related billing and this may explain where all your payments went to. Going from quarterly to monthly billing can after all, sometimes cause a few temporary quirks. To be honest, switching to British Gas will just give you an even worse experience and in my personal view, isn’t worth the hassle.

Admittedly yes, sometimes big migrations don’t always work completely flawlessly, but once OVO is made aware of the issue, it will be resolved. This is what the complaints process is designed for and very capable of resolving. I’ve not seen anyone else mention this exact issue on the forum before, but it is account specific and best raised to the Support Team as they’ll have access to your account.

Please try to avoid posting personal information such as account numbers though. I’ve had to ask a moderator to edit your post to protect your privacy. I’ve asked them to try and edit the screenshot if possible to preserve the rest of the content in this instance.

In the meantime, I’ll be checking in on this thread every so often and may reply again.

Hi Blastoise186, thanks for the interest,

SSE transfer was relatively painless as was the indirect billing between SSE-Ovo.

The issue is with Ovo billing, nothing else. Payments made to Ovo not SSE are the issue.

Ovo have not resolved the issue. I did have direct contact through Trustpilot.

As far as experience is concerned it would be hard to be worse. I’m sure it could, nonetheless.

Thanks for the dedicated SSE number.

I‘ve spent to much time already on it.

Userlevel 7

Thanks for flagging, @Kenyon graham 

 

 

For the period 13th March to the 12th April, I viewed my bill electronically I have smart meters and paid on the 13/4/22 shown on my bank statement as the 14/4/22. I paid modestly over the due amount and was in credit at the start of the billing period. A week later I received a bill from a Ovo indicating a debt.

This debt was imaginary as their system appeared not to acknowledge my payment, even though my account did. For that period and into the next. I was harassed by txt and email.

 

 

It’s very odd to see that the payment seems to have affected your balance, as shown in your screenshot, but hasn’t stopped collections activity for account debt. Our Collections team number is: 0800 0699 831, and I’d recommend making them aware of this issue. 

 

Web chat is open 8am-6pm Monday-Friday, although the channel will get removed if wait times are growing beyond the 60 second average wait that we aim for. See the Support channels that are currently available here.

 

KG you are lucky you have a bill to pay, I was transferred last year and have still not had a usage bill. Its impossible to get anywhere with Ovo they cut you off, lie to you and make it almost impossible to get through to a human being. Over an hour on the phone today and cut off after three transfers!! As soon as this is sorted I am switching, I never asked to move to Ovo and will never forgive SSE for switching me. Ombudsman for me also...

What do I do? I am one of the poor souls pushed from SSE to Ovo last September, since then I have not had a bill with a reading because my account has still not migrated (since last year) its almost impossible to talk to someone at Ovo who can actually help rather than just state the account has not migrated. I have left Twitter messages/DMs sent emails and even written to the CEO who pushed me onto Jon Tibbo who passed me to :-

Sorrell Tennick

Senior Advanced Resolution Specialist

She will not answer my emails nor give me anything other than a generic email address.

Today I spent over a hour on the telephone getting transferred three times, each time going to the back of the queue , only to get cut off at the last person.

I am getting threatened with debt collection for an account that is not according to Ovo even migrated yet, this will impact my credit rating.

I am at my wits end with these clowns, any idea what my next step should be?

  •  
Userlevel 7

I’m really sorry to hear of the issues you’ve had with your account since it joined us from SSE, @ColinS.

 

As this sounds like an account-specific issue I’ve requested some account details via a Private Message to see what we can do to help here. Access and respond to this message by heading to the top-right hand corner of any forum page.

Been dumped by Swalec onto OVO, and then never received a bill by post or email for over 4 months. Still haven’t. Never had a problem with Swalec.

I login, download the bill (as pdf which I still have) on the 27th May. The bill covers to period upto 9th May, and says I own £902.70. Well, that’s life. I pay on the 30th May £903.00. The website days thanks, and I am in credit to £0.30. I get a receipt by email.

The NEXT day I get an email saying I still owe an extra £ 178.35, its very overdue, and if I don’t respond, they’ll pass my details to their debt collection agency. WTF ?!

I login again, and download the invoice again for the same period. Apparently overnight for the same period ending 9th May, the new total has been added. HOW CAN THE SAME INVOICE FOR THE SAME DATE HAVE A DIFFERENT TOTAL ?

Absolutely terrible way to conduct business. I paid what I was invoiced. Paid. PAID.

As soon as this mess is sorted, I’m moving to Another Even if it costs more. The one my parents are with (also begins with O) send clear, detailed bills, send clear, multiple emails, and my parents seem happy with them.

OVO in mere months have made sure I want to leave. And post here telling others why, so they know they aren’t alone with this attitude OVO has.

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Hi @Yeti ,

I’m sorry to hear of your problems, but I’m afraid this forum isn’t the right place to get them resolved. No-one here is allowed to access your account and as the forum is mostly patrolled by forum volunteers like myself, we’re not in a position to take any actions.

If you still need assistance, please contact the Support Team via https://help.ovoenergy.com where you’ll find all the available contact options.

If you are still having trouble despite this, please see https://ovoenergy.com/feedback for the next steps.

I will not respond to this thread again for the time being.

Thanks for understanding

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