Debt repayment whilst running on emergency credit?

gas shows at £13.16 

the gas normally takes up to 40 minutes to a change, just like when a credit goes on.

So stand by for the next pic

as I expected,  the gas has been charged daily standing charge and debt repayment yet again. 

Hey ​@mquinn 

I’m going to send you a Private Message to gain some details and see if we can get some further help with this. 

Look out for a PM here soon. 

Hi, i dont understand how and where i can see a private message.  Really new ti this forum.

So i spoke to a lady at OVO yesterday and she tild me that she has stopped my meters taking any charges or debt repayments from my emergency credit, but yet again what ovo say amd what they do are 2 very different things because charges are still being taken from my emergency credit. I just watxhed my electricity go down at midnight yet again. 

Why are they doing this. Why say one thing and then not do it. I even got a transcript again showing the ovo agent saying that they have stopped it and yet it is still happening. 

I have to wait until the 14th for an engineer now.

I out a few pounds on my meter to try to ensure i have some emergency credit but they still take it in charges.

Please can someone helo me

Click this link to check your private messages: https://forum.ovoenergy.com/inbox/overview

Thank you

Ovo have sent me an email stating that they made contact with me and they never did.

They even showed an incorrect phone number.

Then then said they were unable to contact me all in the same email. 

I have asked them why semd me an email tell me a lie , is it not bad enough that you lie to me every day on the phone.

They now told me that they done have an emergency engineer that can deal with a metwr that has fuel on it. So the energy company doesn't have the emergency engines to deal 

Meters with fuel . 

Then i was told that daily standing charges are not coming of. This after all the photos i have sent. 

I was actually told that as a person with poor mental health that what i am saying and showing is not true and that they can't do anything at the moment. But i should let my energy run out and that if this happens in the nigjt that i should go wake up a neighbor and ask to borrow their phone as mine only works while plugged in and has no credit.

Seriously,  how can so many people from ovo be let to get away with telling me lies daily amd telling me to do things like that and also keep taking charges and tell me to just top up

I am now beolen and  have to visit the doctor again over this. 

I am sorry if i seem to have been on a rant.

I just want them to stop taking these charges, sorry pause it i mean. Whilst i am on emergency credit as that is what they should do. 

I definitely feel thet i should be compensated for all this. Why should it be down to me to contact them every day only to be told its not happening or its not possible straight after someone says they can see it happening. 

Morning ​@mquinn 

I’m really sorry to hear that you haven’t received the help you need. This definitely needs to be logged as a complaint, so that you’ll have a dedicated complaint handler who’ll work with you directly until this is resolved, rather than you having to speak to a different person each time you contact. I recommend getting back in touch with our Support Team and asking them to raise a complaint on your behalf. You’ll then be given a complaints reference number and a complaint handler who’ll fully assess the situation. They’ll need to leave the complaint open until you’re happy for it to be closed. Realistically, the complaint should be left open until the appointment has gone ahead. You can find out more about our complaints process here and in this previous Forum topic:

I hope this gets resolved for you soon! 🤞

Hi, thanks for that. I have told them at the start of all this that i was making a complaint. 

I have not been given any reference number or anything and still have not been sent transcripts of the phone calls yet.

So this is yet another thing they should have done then 

I have just call ovo again to again make a complaint and they again said the daily standing charges are not coming off.

Yet another ovo person said that after they viewed my account for 48 hours thàt they can see it.

Why and how can such appalling staff be allowed to treat customers so appallingly. 

This is not customer service. 

How do i know its daily standing charges coming off, this is what i am now being asked.

Because 31p amd 66p come off my meter every night at midnight as photos show.

Now i am being told that daily standing charges do not pause on emergency credit. 

I have told the lady i am only calling to make a complaint about my complaint that is not being delt with and that i want a dedicated complaint officer and a reference number but she doesn't seem to want to do this for me 

Morning ​@mquinn

I’m so sorry to hear of the continued difficulties - I can really imagine how frustrating this would be. If you’re not having any luck with customer services I’d definitely recommend getting in touch with our Social Media team. If you’re on Facebook you can visit our Facebook page and send a private message. Make sure to include the information that you are being charged standing charges when in emergency credit, and include your photos showing this. Also, make sure to request that a complaint be raised. The Social Media team are great, and they should be able to help with this. The other options are X and Instagram, both with the handles ‘@OVOenergy’.

This is a very unique issue that I’ve never seen in eight years of working for OVO. It may be that the charges are not coming off the meter balance, but are coming off the In Home Display balance, meaning that the In Home Display is faulty. However, it could be that the meter balance is being deducted from. Hopefully our Social Media team will get to the bottom of it. 

let us know how you get on.

Thanks, it is coming off meters and in home diaplay

Now i have a complaint number but still no contact from a complaint officer. Even after ovo told me today that they have told him to contact me. 

I honestly think that all these ovo staff i have spoken to are hust saying what they want and then nothing gets done 

Am sure again tonight the daily standing charges will come off again 

My complaint officers name is Mthokozisi so i was told by someone called Khanyie today on the ovo chat.  Also have still not received a transcript from that chat or any transcript from ALL ohone calls that i have had. It is definitely time for the Energy Ombudsman to get involved.

This has to be the worst case of customer care ever. As basically, i am still in the same position as when all this started but my mental health has deteriorated drastically due to all the lies i have been told by ovo amd i am still struggling to keep energy on my meters as even on emergency credit OVO continue to take daily standing charges and say one thing but do another. 

Definitely the WORST company i have ever had to deal with.

Morning ​@mquinn,

I’m happy to hear that the complaint has now been logged and that you have a complaint handler. As per the complaints process OVO will have eight weeks to resolve your complaint and reach a final decision. If, after eight weeks, the complaint isn’t resolved, or you’re unhappy with the final resolution, you’ll then be able to contact the Ombudsman. Hopefully this will all be resolved a lot sooner than that.

So this issue could run on for 8 weeks, if they don't sort it out. 

On WhatsApp with ovo last night and for over 4 hours today to be connected with different people who say tjat my complaint agent will contact me within an hour 3 hours later still nothing. Also told that i cant make a separate complaint about how i am being treated amd all the lies i have been told .

And still waiting. 

I dont think anyone has ever received such shockingly bad customer service as i have done from ovo.

Is it that these people think they can say wjat they want even lie to customers and we have to take it.

Why is this happening. It is worse every day.  No wonder i have bad mental health. 

Priority customer list , hmmmm, apparently that means you get treated as bad as is possible with no comeback on them.

Why cant i make a complaint about each person who has lied to me and find out what disciplinary actions will be taken against them 

https://forum.ovoenergy.com/members/abby-ovo-48161

I sent the above details 4 days ago and have sent messages every day because I was told she would look into it and nothing back 

Can anyone help me and not just say they will

Morning ​@mquinn,

I’m sorry to hear of the difficulties you’ve had contacting and I hope I can add some clarity here. Firstly, when you have a complaint raised, you’ll have one dedicated complaint handler who will contact you by phone or email within 48 working hours of the complaint being logged. If you try contacting on Whatsapp you won’t be able to speak to your complaint handler that way. If you want to speak to them, I recommend emailing hello@ovoenergy quoting your complaint reference number, and asking that they call you. If you’ve received an email from your complaints handler then reply to that email - your email will then be attached into the complaint case.

Secondly I just want to remind you that, as this is a customer Forum, Moderators such as ​@Abby_OVO and myself don’t have access to customer accounts. We aren’t a customer contact channel and we don’t have powers to resolve complaints for Forum members. Your case has been referred to our Support Team and, if you’ve been given a complaints reference number, you need to wait until you hear from your complaints handler - it won’t be long. I hope this is resolved promptly for you and you’re contacted soon. I’m sorry we can’t be of more help here, but this is a Forum and not a customer services / complaints team, so your complaint will need to go through the normal contact channels.

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