Why such a large increase to my recommended Direct Debit?

I would write a letter to the CEO and send it by recorded delivery or even write to the Sunday Times ‘A Question of Money’ lady.  Terrible treatment from customer services especially when you have the worry of your Mother being in hospital. 

Hi @MarkC63,

I’m really sorry to hear about your mum and the challenges you’re having with her billing. 

It doesn’t sound like paying by direct debit is the right choice for your circumstances. As our billing system works on an automated review process, any fixes we make will always be temporary. You can find more information here on different payment methods. As the price cap is reviewed every three months, direct debit payments would rise or fall with any changes. This is one of the reasons we can’t “fix” a direct debit. 

I’d suggest speaking with our Support Team and asking for a “direct debit exemption” because the property is empty. This should stop the review process for 90 days as, from my understanding of your situation, you qualify for it. The support team should be able to confirm this 100% when they look at the account. Again, this isn’t a long-term fix, but it would allow you to manage this every three months rather than going through the refund process every month. 

Let us know if this works for you.

Thank you @ChristopherS_OVO 

What’s the best way, and what ‘key words’ do I need to put the email subject header, in order for my email to reach the right department ?

(I’m so angry about it, it’s best I don’t ring !)

Hi @MarkC63, 

The best thing to do is send an email from an email address linked to the account. This allows the system to pick up the email and attach it to the account. If you send an email from an unrecognised address, it will return and let you know it can’t find an account to attach it to. I’d say use a subject header like “direct debit review exemption” as this lets the team know exactly what you are looking for. Include the information you shared with me about your circumstances and that the house will be empty. That would be clear enough to understand.

I appreciate your frustrations, and other contact methods are available, but before I recommend any to you, can I check if you are named on the account or hold power of attorney? So that I can understand the best way to direct you!

Thanks @ChristopherS_OVO 

I do have Power of Attorney, and actually registering that with OvO was very smooth and painless when my mother was migrated from SSE last September.

She is still the person named on the account

I’ll therefore send the email from my email account, and cc her’s ?

I emailed, but unfortunately the person who responded was just as hopeless as all the telephone staff I’ve dealt with. Basically said tough, that’s how it is. Addressed me as my late father (who died 6 years ago) presumably because he is listed as an attorney on the PoA document. Oh, and sent the reply to mother’s email account, despite my enquiry coming from my own account, and signed with my name (and not my father’s, obviously)

I can’t wait to sell the house, and be free of this god awful organisation

Hi @MarkC63, 

I’m sorry that you’re not moving forward with this any further. I have asked our Forum_Support team to reach out to you to see if there is anything else they can do to support you with this.

Look out for a private message here soon: https://forum.ovoenergy.com/inbox/overview.

Well, I’ve still ended up with On Demand, with increased payments. For the extra 2 to 3 quid a month, it’s not worth the bother.

However, next problem, OVO rang me up last Monday, asking me to consider re applying the Direct Debit. I explained I didn’t want to, they said fine, OK then.

Next morning they rang again, same question, same answer.

Wednesday they try ringing again, I don’t bother answering

Thursday, they ring again, same question, same answer given, plus please stop ringing me every day. They promised they wouldn’t, but next morning another attempt, and again this morning (both ignored, and incomprehensible voicemails left)

I’m considering reporting OVO to Ofcom and Ofgen for telephone harassment !

Hi @MarkC63,

I’m really sorry to hear this. 

I can see that this was already with our Forum_Support team. I’ll get someone to reach out to you via a private message.

My ovo monthly payment as been altered from 108 a month to 350 a month nothing as altered dare not use my heating I am 85 and am 600 pounds plus in credit so why as it gone up 300 percent I will not pay that each month I can't afford that on a pension so I will leave and go to octopus perhaps get better treatment this really deppresses me you can't win