My renewal letter shows wrong annual gas usage figures - make sure you check yours!

  • 20 March 2017
  • 2 replies
  • 251 views

My back ground, I've been with Ovo for at least 5 years I have been very impressed with this new kid on the block growing and receiving awards from Which etc....OVO for providing a competitive alternative to the big guns on the Market that capture the public first choice by default if you never fished around for a better deal, with these call centres that the faceless bigger ones provide if you accept the bigger ones for customer satisfaction Ovo was fresh and just nice to deal with. So, I have to say my respect to Ovo here has been second to none and for many years and recommended them to others too.
So, on 15 April 2017 by dual fuel fixed rate ended and as per normal I received the year end information by email......so for reasons unknown my year end Gas summary was completely wrong in a nut shell Ovo informed me that it was 14500Kw/hr which should have been 23,000'ish Kw/hr in writing I though this strange and contacted them as I had been checking on at least 3 comparison site and OVO wasn't as competitive to others (I have to say not choosing the new start up companies but the established big guns ie N** Pow**) So please Ovo get the basic information right to your users and so resulted in wrong quotes by you Ovo and information used when searching for new deals these figures were wrong tut tut, I have spent quite a bit of time sourcing replacement deals in a competitive market, I truly do not want to jump ship for a couple of pounds saving but rather support OVO instead of the larger companies. so after spending time on Friday for sometime and again today finding out the Gas usage given was incorrect I have been on the web site comparison journey again and looks likely I'm moving away from OVO sadly .....so OVO please please get exiting information correct to prevent individuals wasting time looking around with the wrong information! Yes I have been been given compensation but would rather expected OVO providing the correct information to start with the compensation in my case wasn't the point and want OVO to succeed rather than splashing out dosh.

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My back ground, I've been with Ovo for at least 5 years I have been very impressed with this new kid on the block growing and receiving awards from Which etc....OVO for providing a competitive alternative to the big guns on the Market that capture the public first choice by default if you never fished around for a better deal, with these call centres that the faceless bigger ones provide if you accept the bigger ones for customer satisfaction Ovo was fresh and just nice to deal with. So, I have to say my respect to Ovo here has been second to none and for many years and recommended them to others too.
So, on 15 April 2017 by dual fuel fixed rate ended and as per normal I received the year end information by email......so for reasons unknown my year end Gas summary was completely wrong in a nut shell Ovo informed me that it was 14500Kw/hr which should have been 23,000'ish Kw/hr in writing I though this strange and contacted them as I had been checking on at least 3 comparison site and OVO wasn't as competitive to others (I have to say not choosing the new start up companies but the established big guns ie N** Pow**) So please Ovo get the basic information right to your users and so resulted in wrong quotes by you Ovo and information used when searching for new deals these figures were wrong tut tut, I have spent quite a bit of time sourcing replacement deals in a competitive market, I truly do not want to jump ship for a couple of pounds saving but rather support OVO instead of the larger companies. so after spending time on Friday for sometime and again today finding out the Gas usage given was incorrect I have been on the web site comparison journey again and looks likely I'm moving away from OVO sadly .....so OVO please please get exiting information correct to prevent individuals wasting time looking around with the wrong information! Yes I have been been given compensation but would rather expected OVO providing the correct information to start with the compensation in my case wasn't the point and want OVO to succeed rather than splashing out dosh.


Hi Jellytott,

Good work sharing this on the OVO Forum - I’ve changed the title, moved it to the Pay monthly forum, and added some tags. In case other users have had a similar experience and want to chip in, I want to make it easier to find.

It's such a shame to hear about this issue, and that it’s cost us your custom. By the sounds of it, we’ve got things resolved with you, and I’d hope it was an isolated incident. If any other users out there have had this or something similar effect them, share it here!

Don’t forget about us when it’s time to renew, jellytott - we’d love to have you back with us!

Tim
Thank you for the reply,
Its very difficult for OVO to complete against such aggressive marketing for price under cutting when the major suppliers wish and want to do so by under cutting OVO and other smaller companies here I feel they haven't got the resources to compete against these bigger companies. Unfortunately, here for me and others too when shopping around and so find a saving of £200+ a year is something one can't ignore. I've previously over past years remained with OVO for amounts around £50 if I was to swap here until now I like OVO because your nice to deal with.

So secondly, I was just disappointed with the year end "in writing" finding out it was wrong I checked in called twice by phone, it was the second call with OVO customer services who realised that the year end for my Gas usage was wrong, should have been 22,400 KWhrs and NOT 14.000 kWhrs as sent out to me a huge difference, please check how this happened and prevent others finding out the hard way managing and using figures to get comparisons and monthly / yearly costs!!!!!!!

I may well be back to OVO a year from now but presently I've saved a larger amount this year moving in this Lottery market of cost saving and having to deal with a faceless larger supplier...sorry !

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