OVO have lost my FIT account!?

Thankyou Blastoise. I checked my mails and fits@ovoenergy.com is the email we used first which got no reply from OVO and no record of receipt when we rang the OVO FIT office.  We were then advised by SSE to try  fits-read@ovoenergy.com. Which also didn't receive a reply

Have you successfully submitted FIT readings through the fits@ovoenergy.com email?
 

Hi Emmanuelle. Thanks for your reply. I have tried ringing OVO but unfortunately they can’t find my account so they can’t record the numbers. 

These are my actions so far

19th September took readings and phoned SSE. SSE had a recorded message saying phone OVO. Rang OVO and they said they hadn’t got our account transferred yet and would we wait a week

25th September. Phoned OVO. OVO said they still hadn’t transferred our account but we could email our numbers. Emailed our numbers to fits@OVOEnergy.com and asked for confirmation. Received an automatic reply

29th September. Rang OVO they had no record of us or our account, or of our emails.  The phone operator said they would pass on our details and we would hear from them within 10 days.
29th September sent a repeat email with our fit numbers  asking for confirmation that it had been received 

2nd October contacted SSE and they suggested using fits-reads@OVOenergy.com  so we tried emailing that address

12th October  still hadn’t heard anything from OVO so put this post on the forum

We do rely on our FIT payments financially.  So please OVO get this sorted

ps the email contacts were from my husbands email and the fit account is in his name 

Thanks all. I have now followed Jeffus link and logged a complaint. We’ll see what happens next 

No further response, so today I tried the chat helpline. I was number 205 in the queue when I started and it took me over 30minutes to get to talk to someone. Then a further hour trying to persuade her our FIT account is with OVO. She tried every which way to find any trace of it, but couldn’t. I suddenly thought of of sending her a photo of my FIT payment letter from July 2023 and at last she believed my story.

The chat lady raised a case for me which she assures me is marked high priority.  So does this mean someone from OVO will get in touch with me?  I do hope so

This seems to mirror our experience pretty closely.

On 7th September we received a welcome letter from OVO stating that the move of our FIT account to OVO from SSE was complete and inviiting next meter readings in September.

On 19th September I emailed fits-reads@ovoenergy.com (as advised on the welcome email) with our geneation and export readings taken that day. I further asked to opt out of future export FIT payments as we were having an additional (separate) system installed the following day and would wish to apply for SEG payments with a different supplier. I asked for confirmation when this had been actioned. I also raised 2 further queries about the payment details they held for us and what extra info would be needed to continue with generation payments for the original system after the installation of the new.

Not having heard anything by early October, I rang the FIT help line, only to be told that the transfer from SSE was not yet complete so they could not find our record. I rang again on the  13th October, only to be told again that the transfer was not complete, and furthermore they could not find the email I had previously sent. The issue was escalated and I was given an escallation number. I was also asked to re-forward my previous email of 19th Sept, which I duly did.

I rang again on the 18th October when OVO were still unable to locate any information and could not even locate the welcome email they had sent us on 7th Sept! I forwarded this back to them. A couple of hours later I had an email from OVO detailing the payments that would be due based on the readings submitted on 19th Sept, indicating that they were being included in the September figures for submission ot OFGEM. As it was already well into October, this did not seem very convincing, especiall as I had previously been told that once the issues had been resolved, the figures would be submitted in December for payment next February. In the belief that the account had now been found, I therefore again phoned to query this point, only to be told that the account could still not be found. I was asked to again forward the email of 19th September, quoting the escalation number and summarising the actions I wanted to be taken, which I did. This was followed by an email from OVO on the 19th Oct, stating that they could not find the account and to provide my address and FIT/Account number, which again I did.

No further emails have been received from OVO, so I again telephoned today, only to be met with the familiar refrain that the account cannot be located, and that I should receive a ressponse from the “Back Office” within 4 to 6 weeks! If it takes 4-6 weeks to respond to an escalated call, OVO are clearly trading beyond their ability to provide an acceptable service, and in my view should be prohibited from taking on any new customers until they can remedy the situation. Heaven only knows how long a non-escalated call would take to resolve!

In the meantime, I am in limbo - I have applied for SEG payments from a different supplier, but am concerned that the whole process will fail unless OVO have confirmed I have opted out of FIT export payments and have updated the relevant database accordingly. I am currently considering whether I should complain to OFGEM or one of the consumer champions operating for a national newspaper.

Have OVO responded @mshealey 

Keep us posted @DesB, it sounds like a very frustrating experience!

Likewise, our complaint seems to have gone nowhere. Apart from the automated email sent out immediately I raised the complaint, there has been absolutely no contact or action - the two days quoted by OVO is a complete joke.

It is clear that as well as the OVO customer service system and escalation procedures being totally broken, the complaints procedure is as well!

Any progress @DesB ?

Just to add my twopennorth, we are in a similar situation. OVO sent us a welcome email, with a ‘Generation ID’ that is different from the FITS ID we’ve had ever since our panels were installed, about 12 years ago. Long story short, when I phoned OVO they had no record of us. They owe us around £1200. We have now switched to Eon, who have supplied the relevant readings to OVO, and say OVO will pay us. We’ll see...

Well, I hope so - they owe us the money. I'm expecting it to be a struggle, though.