I'm an Economy Energy Customer - What do I need to know?


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To update on what's going on, hopefully you'll now be aware, Economy Energy, has ceased trading and Ofgem (the GB energy regulator) has decided that OVO Energy will be taking over all Economy Energy customers energy supply.

We added lots of useful information to our website to help answers some of the common questions we've already been seeing coming through.

If you have a question about the transition, please check our website here first and if your question is not covered, please post below so that we can have a look and let know what happens next.

Here are a couple of the most common questions we've seen so far:

What's happening with my old contract and rates?
You are being switched to OVO’s standard variable plan, Simpler Energy. You’ll find full details on your energy rates in our welcome pack, which is being sent soon.

How long will the process of switching over to OVO take?
The migration process will take around 21 days for dual fuel accounts. Once your account is set up, you'll receive a welcome letter with everything you need to know about your new account with OVO.

What's happening with my credit balance?
Once your account has been transferred to OVO, we’ll review your credit balance and provide further details. There is another topic here that has a bit more information on this.

What about my Warm Home Discount?
Don’t worry, we’ll be honouring all Warm Home Discount payments to all eligible customers. More details will follow.

Hopefully for most of the customers it will be smooth transition, but there is a lot to do, so please bear with us as we navigate through moving you to OVO Energy.

Updated on 12/07/2019

131 replies

Ohh I thought that EE were poor, but their web site sort of half worked.
I could submit a gas meter read. They never managed to get the electricity one to work, had to mail or call that one in. But it was cheep, you DO get what you pay for....
But I have been FORCED onto OVO, the standing charges and unit rates are much higher than EE and absolutely NOTHING WORKS...
Got asked for initial meter reads - I have many, the ones EE ignored, the ones from when they collapsed, etc. etc. - tried calling and the NO HELP chat - to try and find which reads to submit, eventually got a mail back, they had decided which of my reads to use 🤞🏽..
.Success I thought...
The day before yesterday I get a mail from OVO asking for this months meter reads, I log on today to give them, but the 'Your on your way' (to get fleeced by us) page is still up, initial reads obviously not added, and NO WAY to add a meter read on ANY page.
I now have the option of leaving it and being subject to the 'roll a dice and add any random number wild guesstimation' meter read or sit for the day on their Customer service number.. 0330 3035063 (its a hard to find number, so here it is if you need to waste a day)
All I want to do is get a proper meter read submitted, so that I can get an actual bill, so that I can move on ASAP..... I don't need all of this hassle in my life,,

P.S can anyone recommend a company with reasonable standing charges and unit prices??

PPS I'm going to be VERY surprised if this makes it through to the actual chat pages, I expect it will be vetted and an unfortunate ERROR WILL occur🤓 and it will disappear into a 'not to be reported to the boss deleted file'😉
I was an economy energy customer and was automatically switched to OVO, when the EE stopped trading.
I was told to carry on paying the direct debit and OVO would take over the direct debit.

You emailed me to say that you will be taking over my supply on the 31st of January and I would be receiving a bill from you within 6 to 8 weeks.. you also said I would received a final bill from EE.

Neither of those things have happened, and I am still paying my dual fuel direct debit to EE.

i have also received and email saying you are putting your prices up, that is a bit rich considering I have no idea what my actual bill is.

logging into your website tells me absolutely nothing, as you have no information to tell me.

i note that you are currently taking over another failed company, it would be nice if you could sort out the EE take over first.

I do hope that you will not try and charge me from the 31st of January when you should have taken over my direct debit to EE while telling me that I need to chase EE for the surplus paid from January to now.
Hi
I checked my back and even though my supply transferred to OVO Energy on 28th Jan, my direct debits to Economy Energy still got paid on 1st Feb 2019. Will this money transfer to Ovo energy accounts? Do I need to cancel these DD payments from going out of my bank account? Will I see new ones from OVO?
Regards
Sam
@hawthorn22

The tariff info is the correct value inclusive of the 5% tax paid on gas and electric.
The welcome plan will be the excluding vat prices.

So the tariff info values are your inclusive values showing the total amounts in pence per kWh and standing charge.

I hope this helps clear things up.
Scott
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Has anyone else noticed that BBC Watchdog tomorrow night (Weds 29th May) contains an item about customers losing out when energy firms collapse?
Please stop advising people to contact the administrators it's a pointless exercise as they simply ignore your emails about the situation concerning your refund status and OVO aren't interested in trying to help either one minute they agree they have received your final verified bill and say it's now being processed for payment then after 2 weeks of silence a follow up mail chasing payment results in them telling you it's still with the admistrators and they are powerless to help the whole process is a shambles and the promise the OVO would provide refunds to ex EE customers now looks like a ploy to gain additional business for the company who seem to onlyhave their own commercial interests at heart
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I'm not sure that we can answer that point on this OVO Forum, @prohibited

It appears that you are referring to charges that apply to Pay As You Go customers. There is a separate Boost Forum for those discussions.
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Hi @Valb - we're working on getting accounts set up for everyone who moved over to us from Economy. It's unlikely we'll have been able to check the readings just yet and confirm which are being used on your account. It can normally take up to 6 weeks during a normal switch between suppliers.
Can you confirm:

a) by when Economy Energy accounts will be transferred to Ovo (in case someone wants to either switch away or to one of your fixed rate tariffs)? ;and

b) is Ovo also responsible for collecting debit balances with EE (not just repaying accounts that had a positive balance)? If not, who is?
StewD, Valb,
I had the same thing, been transferring to Ovo since 12th Januaey, still not received a welcome pack and EE have still been taking my direct debit as I was asked not to cancel.
I would like to switch companies asap as there are far cheaper alternatives and now Ovo are increasing their prices in April (12% more for electric).
Please stop ignoring me, Ovo, and let me switch!
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Hi @gt94sss2

Good questions, I've added the answer to the question about how the long the process to move you from Economy Energy to OVO will take above, as I'm sure that's a question others will have.

In regards to debt balances, all balances are coming across to us. Debt balances accrued after the date you switch to us, will be part of the normal OVO debt process.

Debt from prior to the date you switched to OVO will be reviewed by the administrators for Economy Energy - it’s not the responsibility of OVO, but we’re keeping details of any debt on our records for the moment.

Hope this helps.

Darran
Hi Darran,

Many thanks for your prompt reply - much appreciated.

I assume the migration process timescale is the same if you had a single fuel with Economy Energy.

Also, thanks for the information about pre-existing balances on accounts. We had an outstanding complaint with EE about our debt balance (direct debits not being taken, compensation paid being offset against our payments when they were collected etc.).

Ofgem's guidance states

If you had made a complaint to your old supplier and it had not yet been resolved, you will need to raise the issue again with the new supplier once we have chosen them. This includes, for example, complaints you may have previously made about your account balance.

Is this in fact the case if the administrators will be dealing with pre-transfer balances rather than yourselves?

Finally, a suggestion but you may want to link to your blog entry from https://www.ovoenergy.com/economy-energy in case other ex-EE customers transferring over haven't yet found the forum.

Thanks
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Hi @gt94sss2

The migration process for single fuel should be quicker but as you can appreciate we have a lot of new customers to move over to us, so it may take a little longer than if you were simply switching to us as a new customer 🙂

If you did have a complaint open with Economy, then once you are on supply with us, you will be able to raise a new with us directly if there are still issues with your account that need resolving.

I've linked the website FAQ in the original post, but I will edit the copy to make this clearer, and I have also linked to another topic on credit balances in the original post too, which will give more information on balances in general.

Hope that helps.

Darran
Were do you start with the shambles.... Economy Energy folds, told Inam getting moved to OVO, they are a lot more expensive than Econemy and also more expensive than a lot of others, trying to get my credit back from them with no reply, asked to move supplier to a cheaper better one, but they blocked it, now i am no further forward with my credit £286 and never get a reply, i try to log into the app but says its still in the process of transferring, yet that was done 29th jan now 4th March. What joke, people look for an alternative, I found Logic 12 month contract but 5p per unit cheaper and 6p cheaper standing order per day, oh and OVO are away to raise the costs yet again
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Hi Economy Energy customers!

You are being very quick off the mark in using this Forum to present queries!

Please check we haven't already given an answer to a similar question because this Forum is largely populated by volunteers (like me!) and we can't possibly answer each individual query.

Looking through the questions being raised, they divide into two main categories. I will comment on each here.

A. An existing customer of EE:

It may take several weeks to transfer all these accounts across, but you do not need to take any immediate action. There is no possibility of you losing gas or electricity in the meantime.

Whether you are currently paying too much or too little will all get resolved, but it is likely to take longer if you start making changes during this transfer period. It's easier if you keep payments stable. After all... no one from OVO is going to be sending out payment-demand letters in the meantime!


B. Past customers of EE who are owed money:

When a company takes over another, there are rules as to how the pre-existing debt is handled. In this case there is an Administrator appointed, and it is their responsibility to settle those debts according to a priority list. Customer debts are high on this list, as are wages owed to EE's staff. Lowest priority is usually Directors of the failed company.

It is not automatic that OVO acquires EE's debts. However, it makes sense for OVO to collate a record of any debts it is aware of so that the Administrator is able to claim that total as part of the package. I expect that's why @Darran_OVO has asked you to Direct Message him.

Ofgem will check that this is handled correctly. However, they are the Energy Industry Regulator, and individual customers can't claim directly from them.


In all cases, I commend to you the immortal words of Private Jones:
Don't panic !
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Hi @Disgruntled, just stepping in here to add some context which @Eva_OVO has indicated.

All EE customers that have been switched to OVO were moved over and put on our variable tariff. The reason for this is we are not able to automatically switch you onto a fixed tariff (which have the cheapest rates), as Eva is right we need verbal confirmation from you to be able to do this and you'd need to set up a direct debit as well, which we also have obligations to walk you through when fixing in.

We have been sending communications out to all EE customers to advise them they can fix in, and encouraging all customers to do so if that's the right thing for them. As Eva pointed out, you can view these fixed plans in your online account and check the prices. You then just need to give us a call and we can go through the process to get you fixed in on better rates.

We haven't done this to try and make money from EE customers, we are simply not allowed to move you onto a fixed tariff without your consent and following our compliance processes laid down by Ofgem.

We'd encourage you to check the fixed rate prices and get yourself onto one of these plans as soon as you can, so you can benefit from these rates.

Darran
Since being transferred from Economy Energy I have received nothing from OVO as regards position of account when EE ceased trading or when new DD would commence despite reminders for an update and supplying updated readings to OVO. Anybody else having problems? I have paid nothing since December towards gas and electricity.
My December bills from Economy Energy were disastrously wrong. They put me into a debit situation because they used vastly inflated meter readings. I phoned on 16th January and discussed with one of their representatives who made alterations with correct meter readings to put me in a credit situation again. On looking at these bills dated 16/01/19 I think they are still incorrect.
When can this be resolved? My meter readings on 24/01/19 were 3163 for gas and 13228 for electricity.
Does anyone else who has been forced to switch from economy energy find OVO energy a complete joke? Can’t register, when you get the app it says your password and email which you submitted to them is wrong. So I can’t even get any info at all. Then when you read the welcome pack( oh please!!) they say they are open til 5pm on Saturday, they are closed at 1pm. Seriously!!!!. This really is the most unprofessional and frankly dire set up I have ever come across. I will be warning anyone to avoid this company.
I am a new customer of OVO as was a economy energy customer ! I received a email back in February saying we would recieve a welcome pack and i am still waiting ! As i have no idea of tariffs etc and know nothing about this company, please if anyone has any info regarding tariffs etc or are a new customer like me .
Many thanks

Cindy
So can I top up using my old economy energy account? If not can you tell me what I need to do.
Hello Ovo,
I've been advised to post here. As of today, you appear to be powering my home. Is it true that I will be able to switch supplier/plan as of tomorrow. I was thinking about potentially changing when the first statement comes in - just something to keep in mind, no hard feelings!
I have been waiting for my >£560 from Ovo for weeks and still have not been contacted. As they owe me the money and do not have any defence, I shall be taking legal action on April 1st. They are behaving like EE did just before it went bust. I count my lucky stars that I am not a customer of this outfit.
OVO energy took over my account, but I cannot give meter readings, as smart meters installed by economy energy, stopped working, are flashing screens or blank! Anybody have this experience, what was the outcome of not being able to provide meter readings?
Michael
I have today received an email from OVO requesting my meter readings, no letter of introduction, no nothing, so I was surprised. I tried to call them to no avail so I emailed and it may take 3-5 days for a response. Having looked through this forum I can now see what has happened but when did EE go? I don't remember anything in the news or in the press.

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