I've topped up my Pay as you Go meter, but I don't know where the rest of the credit has gone?

Hello, 

Thanks -  just to pass on that my daughter raise a “case” on Monday 16th June but hasn’t heard from OVO since then. Was advised would take 5 - 10 days .

She is keen to move this forward .

Kind Regards,

Liz 

Morning ​@EComerford, I hope you’re well.

Sorry to hear that there’s been no movement since the case was raised. Today would be the tenth working day since it was raised so, if you don’t hear anything today, I’d recommend that your daughter contacts our Pay As You Go Support Team. You can also contact them on her behalf, however you’d need to be with her, so that they can pass security with both of you over the phone. She can also add you as a named contact on her account if that’s what you’d both like.

When she speaks to them, she can ask what the progress is with the case, and I also suggest that she asks what the current repayment rate is for the debt. If she doesn’t already have a smart meter, she could ask for one to be installed free of charge, as they will allow her to keep track of the energy use more closely than she’ll be able to on a traditional key meter.

If the debt has been transferred over to a Pay As You Go meter from her previous Pay Monthly plan, then she’ll also be able to request that the Support Team have a double check to make sure the debt is accurate.

Let us know how you get on - it sounds like speaking to the Support Team again is definitely the best way to go with this, and best of luck to you both.

Lastly, I don’t know if there may be any vulnerabilities within your daughter’s household but, if so, I’d recommend that she signs up to the Priority Services Register. You can find more about this here.

Hello Ben, 

 Thanks for your response  and your helpful suggestions. 

 I will do as you suggest. I can’t be with my daughter when she calls however as we live in different places. 

 I do really genuinely appreciate your advice and kindness but it is very difficult for customers when they need to default to  be guided via a community forum  when in difficult situations as opposed to receiving advice from OVO operatives direct and having to wait 10 days for a call. 

Thanks again, 

Best Wishes,

Liz 

Hi Liz,

I hope she gets some good help from the Support Team - in these sort of circumstances they should be able to help more than we can on the Forum, as we don’t have visibility of customer accounts on the Forum. However, we’ll always to try to help as much as possible of course!

If she has any more trouble, or you have any more questions, please don't hesitate to ask.

Best wishes to you too,

Ben