BEWARE Government mandated statements on emails and annual statements. They mislead.
I have just had an email from OVO with my quarterly bill. At the end is a question asking “Could you pay less?” with a statement that I could save £137 pa**. A similar calculation comes with every email enclosing a quarterly bill.
But that does not mean OVO is overcharging or that I could actually save anything!
I realised that the saving would be less because of the £60 cost to exit dual fuel. But it still seemed to be a big enough saving with a full year to go.
Or was it? At present, I get £7.50 per quarter per fuel as a self-service reward, £60 per year. The SSR is not on new contracts, so I’d lose that too.
So the £137 potential saving is actually more like £17. If I had not looked further, I would have thought that I was being hugely overcharged as an existing customer , which is totally against OVO ethos.
But I didn’t spot that immediately.
Initially I searched on MyOVO for how to change my tariff but failed to find anywhere I could apply, so I filled in all of the information on the main web site. It showed a monthly cost of £82 instead of £95, and said how wonderful that I was already a customer of OVO so therefore I could do this within MyOVO , and encouraged me to click the link.
Good news! We already supply your home, so we can give you a more accurate quote and set your account up faster. If you are already an OVO customer at this property please log in and complete your renewal in MyOVO.
BUT, as I’d found, MyOVO does not have anywhere to allow me to change my plan. The email needs to say (as
That is, if webchat still exists - there is no obvious option for it today. Perhaps because it is mid afternoon at a weekend during the Covid-19 crisis.
SUGGESTION: The email ought to highlight (as a reminder to existing customers who might do as I started to do, thinking they were being cheated) not only that
**This plan might be subject to materially different terms and conditions…
but perhaps a bit about those terms and conditions. The comparison quoted showed my existing tariff, so the system KNOWS that I have both a £30 per fuel exit cost, and a £30 per fuel self-service reward, total £120, which I’d lose.
I’m flagging this up so that if others are looking they do not get upset like I started to be.