Solved

My address is wrong on the national database - why won't OVO accept my payment?

  • 11 November 2018
  • 3 replies
  • 714 views

I'm using split the bills this year with my two housemates, which we individually give money to and then they send over the full payment to Ovo energy. However, Ovo energy won't accept the payment because they haven't updated the national database with our address details and thus are saying our address is wrong even though we've asked them to update it twice. This means Ovo energy is now sending us bills we have to pay even though we're already paying our bills through Split the Bills, as Ovo is not accepting their payment and thus I'm paying double what I should do. Can someone please help us?
icon

Best answer by Eva_OVO 13 November 2018, 16:55

Hey @abbanstanza123,

Your address on the national database won't affect us taking a payment from you. You shouldn't be charged twice for your usage - you'll only receive one monthly statement.

It sounds like there's an issue with the third party you're using to pay the bills, we haven't heard much about them - so we can't comment on this. I'd recommend getting in touch with them to find out what the issue with the database is. We can then get this updated, this usually takes 2-4 weeks depending on the issue.

You can send us a message on Facebook or Twitter to get this resolved, if you don't use social media - send the team an email on hello@ovoenergy.com.

Eva
View original

3 replies

Userlevel 5
Hey @abbanstanza123,

Your address on the national database won't affect us taking a payment from you. You shouldn't be charged twice for your usage - you'll only receive one monthly statement.

It sounds like there's an issue with the third party you're using to pay the bills, we haven't heard much about them - so we can't comment on this. I'd recommend getting in touch with them to find out what the issue with the database is. We can then get this updated, this usually takes 2-4 weeks depending on the issue.

You can send us a message on Facebook or Twitter to get this resolved, if you don't use social media - send the team an email on hello@ovoenergy.com.

Eva
Been with Ovo for 4 months, during this time I have set up a contract with them and called twice. During all of these encounters I have told them my correct postcode but they still have it down as wrong. Friday last week I received my paper copy of my contract from March as it had the wrong postcode. I cant change it online and the 3 people I have spoken to haven't done it. I'm going to cancel my direct debit today so you call me as I wont waste anymore money calling you. I'm not sure how the money is even being taken as you have my billing address down wrong. As the contract is incorrect can i just cancel my contract with you?
Userlevel 5
Badge
Sorry to hear about your experience so far, @RobbieKneale, it sounds like there may be an issue with the way your address is listed on the national database. I've moved your post here, @Eva_OVO's best answer above, advises to contact our team to put this right.

I hope this helps!

Reply