Switched supplier: Economy 7 smart meter not sending reads and IHD needs re-configuring?

Well the formal complaint has gone in….

I wasted another hour on the phone this afternoon, only to be told yet again that all was as it should be on my account. When I requested that he put in writing that there would be no amendments to my account as of today, he somewhat unsurprisingly said he wasnt authorised to do that.

Let see what happens…..hopefully someone in the complaints team undertands tariffs/meters and can read an invoice properly

Im speechless….

When I raised a formal complaint in the past with SEB, it was very quickly responded to by a senior person in their complaints team and the matter was dealt with inside the eight weeks. They werent exactly pleasant to deal with, but I was proven correct and received sensible compensation.

My formal complaint went in to Ovo last week and what do I get? The same brain dead response that makes me think they are being written by bad AI bots rather than anyone who actually looks at my account

This is what I just received:

Hello Mr.xxxx

I'm xxxx, a Customer Care Expert from Account Management Team 70.

I'm emailing regarding the last few emails that you've received and the confusion behind them, At the time of my email, the issues had already been resolved, the confusion is likely due to automated responses that will come through. I have still left the complaint open on the account for you as you were looking to raise a formal complaint of which I completely understand, the complaint reference number stays the same but I have attached the complaint you have written up. Also from what I can see you do have a smart meter and it is communicating with us so the meter reading won't be necessary. Apologies about the confusion, I hope this clears everything up for you.

So yet again they state everything has been resolved and is all cleared up!!

I owe them money for incorrect billing and no one at Ovo gives a toss. Ive just tried to ring them again, but again after 40 mins on hold, I had to give up.

What the hell do I do? Just wait out the eight week formal complain period then trot off to the ombudsman? I really want this cleared up sooner than that

Great…..I type another pretty lengthy post regarding a nonsensical reply to my formal complaint and it gets pulled by moderators.

I didnt swear and didnt mention names

I swear Ovo Energy are going to put me in the nut house

You have my sympathy.  I’ve had error after error since being fully migrated in August.  The stress is really getting to me.  Their current ploy seems to be to try and ignore me as I’ve had no response to my last few emails.  They make up random amounts and change previous bills at random.

Starting to think it’s not just the Ombudsman but the police fraud squad that need to investigate them.

Hi Maureen

Sorry to hear you are suffering as well

Im an accountant by trade so am used to looking at invoices day in, day out. How anyone at Ovo can say “We have carefully investigated your account and it appears all is it should be” is utterly beyond me. I would spot the issue in about ten seconds flat

I wonder what happens when say a year down the line, someone realises a huge mistake has been made and I receive a massive bill? Whats the betting theres something in the small print that allows them to demand immediate payment or else?

Hey @MikeMilf 

Sorry to hear this is still ongoing.

I believe your other post was initially picked up by a system filter, and not by one of us directly, but that has since been approved.

Let me speak to Forum Support and have them look into this further for you again. 

Like you I was migrated from SSE and was on E10 and a smart meter. The problems I have had mirror your problems, i.e. reversed readings and no bills for 5 mths! I think I am also on E7 timings although locally the meter is switching the storage radiators on E10 timings. Resulting in 5 hours extra per day at peak rate! 

A complaint is currently with the complaint Resolution team, who accept there is a problem and have promised a reprogramming and reset of everything! 

We shall see! 

It's nice to know I'm not on my own!

Hi Pegem

Yeah - I guess us ex-SSE customers are a really lucky crew lol!

I emailed my complaint to the correct complaints email address, but all I seem to get are generic responses from the hello@ovo address

Today I got a lovely response saying I appear to be using an email address not associated with my account so they would not be replying. Strange - its the same email address I log on to their site with and to which theyve replied to me multiple times. (Albeit every response seems to be either dumb or economical with the truth).

Interesting that you havent had a bill either in five months, Have you had multiple emails stating everything is as it should be ? That alone should be reason to wipe the readings and start again….but when the time comes i know they wont

Please keep me updated on any progress. This thread has become a means of stopping me punching walls after the latest ovo email. Currently I cant see any other resolution but the ombudsman at the moment.

What a monumental waste of time!

I had 'your emails wrong' I just resent my email! Sorted! I got 50% of my credit balance refunded and reduced my DDM to £5 just to keep it active whilst they sort this sorry mess out! I'll let you know what happens!

Hey @MikeMilf, 

Sorry to hear this,

I’ll ask Forum_Support to reach out, they’ll be able to confirm the email address listed on your account.