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What will happen to Economy Energy Credit balances?


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Hi

I was an Economy energy customer until Sep 5th, & had a credit balance of £172.00, which I have been requesting from them till the recent collapse. Since OvoEnergy has now been appointed as the new supplier, & my credit balance is protected by Ofgem how do I go about getting my credit refunded.?.
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Best answer by Darran_OVO 14 January 2019, 14:34

Hey @scoobydoo287

Check out this new topic here.

Darran
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Userlevel 5
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I understand your frustration, @jking, if there was anyway we could speed up this process we would. As soon as we can process the refunds we will. 

Thanks for your ongoing patience! 

Userlevel 1

Trying to find some time to get back chasing my refund again soon. Has anyone had any luck recently? If so, who were you dealing with? Grant Thornton or OVO? Thanks

If you’ve received your final statement fro EE and Grant Thornton we’ll be best placed to help with this, @jking, you’ll just need to forward the statement to the team on hello@ovoenergy.com. 

 

If you haven’t received your final statement, Grant Thornton will be the ones you need to get in touch with. They can be contacted on 0333 103 0104 or customer.services@economyenergy.co.uk.

 

 

I did pass everything over back in June 2019, but have recently received my refund at long last. Extremely disappointed that it’s taken so much time and effort on my part.

Userlevel 5

Trying to find some time to get back chasing my refund again soon. Has anyone had any luck recently? If so, who were you dealing with? Grant Thornton or OVO? Thanks

If you’ve received your final statement from EE and Grant Thornton we’ll be best placed to help with this, @jking, you’ll just need to forward the statement to the team on hello@ovoenergy.com. 

 

If you haven’t received your final statement, Grant Thornton will be the ones you need to get in touch with. They can be contacted on 0333 103 0104 or customer.services@economyenergy.co.uk.

 

 

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There must surely come a time when the Administrators can do no more to discover what amounts are due from the mess of EE’s customer records. The costs of doing so outweigh the payments actually due.

Ofgem have a commitment to make good any outstanding amounts to customers still missing money. They are obviously unable to do so until the Administrators report that their investigations have concluded or reached an impasse.

Legally Ofgem can’t require Grant Thornton to cease working on customer accounts, but they could appeal to the Courts to give GT a deadline. After all, Administrators are actually acting as an “Officer of the Court” and report to it.

Has anyone thought of emailing their MP with details of their own case?

Userlevel 1

Trying to find some time to get back chasing my refund again soon. Has anyone had any luck recently? If so, who were you dealing with? Grant Thornton or OVO? Thanks

In fact, posting the actual number of ex-EE customers without final bills yet might be most reassuring that people are not in it alone. Would be good to see that ticking down over time.

Finally got my refund of £580 this week after chasing EE. Can't believe how long it has taken to release the final bill but the Ovo payment did come through quickly after. 

 

Good luck to others still waiting and thanks for this forum, at least this part of the process is trying to be transparent. Perhaps publishing percentage of EE accounts with final bills seen by Ovo would help others realise where they are in the queue.

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Our social team much like our care team and managers have no way of speeding up the EE verification's, @Tofolo, we understand this has been a really drawn out process.

It has gone on for much longer than we anticipated and we really do appreciate your patience. 

@LK123, I’m hoping that this will all be resolved for you very soon. 

Thanks! 

@LK123 sorry to say this is standard for old ee customers.

Ovo even say they just wait for the data and have no contact with the ee administrator. I don't belive them but the team who manage the social team don't ask managers to escalate things or step in to help. Just means that it's the customer like you and me who suffers.... 

And so the farce continues… Ovo repied to my email today stating that they are still waiting for EE’s administrators to send the verified amount to them. Yet spoke to EE’s liasion team today and they said they have sent a spreadsheet with my account details on to Ovo last week! I dispair :sob:

 

It will need to be 'verified' though. In other words, we need their administrators to rubber stamp and make official your final account balance. If they haven't done this, we can't process it. I would check with us first, to make sure that's the situation: hello@ovoenergy.com. If it is, then email Grant Thornton (the administrators) directly to get an update: Economy.Energy@uk.gt.com

 

Thats fine saying email the administrators, but they never reply back, SO frustrating how each party says contact the other in repeated statements. A never ending circle…. pathetic!

Userlevel 7
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Any update on this. Months ago EE said it would be in my account in 4 weeks but any time i ask OVO they just blame EE.

Thanks for posting @Tofolo - heads up that I did edit that picture out of your comment, as it showed your account number.

If you're waiting on a refund from EE's administrators, this will be sent to your OVO account, which can then be sent to you. It will need to be 'verified' though. In other words, we need their administrators to rubber stamp and make official your final account balance. If they haven't done this, we can't process it. I would check with us first, to make sure that's the situation: hello@ovoenergy.com. If it is, then email Grant Thornton (the administrators) directly to get an update: Economy.Energy@uk.gt.com
Any update on this. Months ago EE said it would be in my account in 4 weeks but any time i ask OVO they just blame EE.
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I appreciate your frustration, @jking and @Tofolo, the email you got was pointing our customers on this thread, to the best answer, this has been updated in the linked topic and has further information on the progress of ex Economy Energy accounts.

Hope this helps!
Hey @scoobydoo287

Check out this new topic here.

Darran
Userlevel 1
Hi Darran_OVO

I got an email saying that you may have solved the question being asked in this thread.

Considering the people are all complaining that 9 months on we are all owed money from ee and ovo can't do anything to help I don't find it solved by referring to some 8 months old faq's.

I am just frustrated and annoyed with the lack of help and am now considering this a loss of £300.

And yes ee created and sent the final bill to ovo months ago.


i got the same email yesterday, so disappointed to log on to find no response. We’re basically being ignored. OVO, we need some answers or some direction please.
Hi Darran_OVO

I got an email saying that you may have solved the question being asked in this thread.

Considering the people are all complaining that 9 months on we are all owed money from ee and ovo can't do anything to help I don't find it solved by referring to some 8 months old faq's.

I am just frustrated and annoyed with the lack of help and am now considering this a loss of £300.

And yes ee created and sent the final bill to ovo months ago.
Userlevel 1
I am the same. I can see the final bills and I called GT who said they sent them months ago to OVO.

What I don't belive is that no one in ovo does not have a name, email or phone nunber of someone at GT. I was transferred over fairly quickly in January but now waiting in my credit is a joke.

I know that this is an expensive mistake and I am now down £300.



please keep in touch with any updates.

OVO - come on, you need to sort this out and start giving some helpful advice. GT don’t respond to any form of communication so what are we supposed to do? Being out of pocket like this is outrageous.
I am the same. I can see the final bills and I called GT who said they sent them months ago to OVO.

What I don't belive is that no one in ovo does not have a name, email or phone nunber of someone at GT. I was transferred over fairly quickly in January but now waiting in my credit is a joke.

I know that this is an expensive mistake and I am now down £300.
Userlevel 1
Hi @jking,

If customer services have looked into this and advised that we're awaiting confirmation from Grant Thornton, then unfortunately there's nothing we can do to speed this up.

OVO stepped in to make sure all customers that were with Economy Energy at the time they went bust, and any customers that had already left but were still awaiting a refund, got their money back. Due to the industry process involved, we can only issue your refund when their administrators have confirmed your final balance with us. As Economy don't exist anymore, this is the third party we're relying on to pass on this information for all ex-customers.

Thanks



what I struggling to understand is if i’ve had final bills from GT why do they now need to be verified by GT too? When they wrote to me back in June with the final bills they said my refund would be due in 3 weeks - we’re now 3 months + down the line. What do I need to do here please? Will we ever get out refunds?
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Hi @jking,

If customer services have looked into this and advised that we're awaiting confirmation from Grant Thornton, then unfortunately there's nothing we can do to speed this up.

OVO stepped in to make sure all customers that were with Economy Energy at the time they went bust, and any customers that had already left but were still awaiting a refund, got their money back. Due to the industry process involved, we can only issue your refund when their administrators have confirmed your final balance with us. As Economy don't exist anymore, this is the third party we're relying on to pass on this information for all ex-customers.

Thanks
Userlevel 1
so EE Administrators have provided final bills for gas and electric to me back in June showing my account is in credit by around £200 (which is what I thought) but OVO won’t accept them until they’ve been verified by Grant Thornton. I’ve now emailed GT 3 times and have no response. Would really like my refund which has been due since end of last year please (when I changed to an alternative supplier before EE went bust). Can someone from OVO help? I’ve been using Messenger and have spoken to various people at OVO over recent months but nothing is happening which is extremely frustrating. Thanks
I have complained to OVO by email about 6 times I have rung them on numerous occasions they have told me it's being processed and then contradicted themselves in the next email by saying they don't have the final bill from EE I have sent them proof of the verified amount I am owed but this matter is still no nearer to being resolved so I can only come to one conclusion that both parties are playing each other off to the detriment of the customer
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Ok, @Chrisvose .... so revert to my earlier message here and write your complaint to OVO. Your credit has clearly taken longer than the 4 weeks which you were advised.

Either way, you simply must take steps which take you in the direction of the Office of the Energy Ombudsman. Currently it doesn't seem that you satisfy their criteria for looking at your case.
I got the same responce from EE but verbally. I don't know why no management is getting involved from OVO. I don't belive for a second that there is no link at all with EE and they just have to wait.

I have used the complain link and raised one. But I honestly hold no hope that OVO help. This is turning out to be an expensive mistake for a lot of us.
Ok thanks however when the administrators advised me that they had issued my verified final bills the advice was to wait 3 weeks and then contact OVO to arrange a refund - subsequently OVO have consistently knocked back my requests to refund my money is it any wonder that people are confused about who is responsible for the final bit of the process.
i have copied an extract from the email they sent on 14th June which concluded their investigation


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