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except that I haven't chosen any change to contract terms and haven't received any emails from OVO. What is going on?
Best answer by Transparent
I think it's still best filing it as a Complaint. Not only does this mean your email will get bounced through to the software team (who aren't based at OVO's Bristol Offices) but you'll get a very speedy response. Complaints must be addressed within 5 working days, and their handling gets Ofcom audited.
It may not seem that much of a problem at the moment, but you're able to identify a clear set of repeatable symptoms which Customer Services can follow up.
Similar glitches could be manifesting themselves elsewhere within the software, but less articulate customers may be struggling to say what's happening. This is especially a problem with intermittent errors. By the time they get reported, they may have disappeared again.