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OVO took over the wrong supply instead of mine - now I'm in debt - why?




Ovo took over my neighbours supply and a was left without gas for 4 days and now they say i am in debt on my pay as u go meter and have been taking £1 a day back y should a pay for their mistake i cant call them because they causes me a £60 phone bill when i had to keep calling them and utilita to get my gas sorted.
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Best answer by Tim_OVO 31 May 2017, 14:50

Jenfulton wrote:

Ovo took over my neighbours supply and a was left without gas for 4 days and now they say i am in debt on my pay as u go meter and have been taking £1 a day back y should a pay for their mistake i cant call them because they causes me a £60 phone bill when i had to keep calling them and utilita to get my gas sorted.



Hi @Jenfulton

It sounds like a few things have gone wrong here, and I'm really sorry to hear about it.

From what you've said, we took over the supply of your neighbour in error. This can happen sometimes, especially if you've got a similar address or postcode. That's why we send out a welcome email with (what we think are) your supply details, before the supply start date. This process is called an erroneous transfer - more info here: https://www.ovoenergy.com/ovo-answers/topics/all-about-switching/erroneous-transfers.

I'm not too sure why this delay in taking over your supply has landed you with a debt. Again if I was to guess, I reckon we took over your gas supply but not your electricity, and with smart meters, your gas meter needed to be in a credit setting, with no charges being taken. Either way, any debt applied to your account will be for energy that you've used, which we always ask for customers to pay for. If you wanted me to check the details of this, send over a PM with your account number, full name and DoB.

Just to add, if you've used the contact number on our website (https://www.ovoenergy.com/ovo-answers#contactnumbers), these are free from both a mobile and landline. Feel free to let me know which number you called to get those call charges - it might be a premium number found on a search engine.

One last thing - I've changed the title and added some tags, to help other users find it.

Tim

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Userlevel 7
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Jenfulton wrote:

Ovo took over my neighbours supply and a was left without gas for 4 days and now they say i am in debt on my pay as u go meter and have been taking £1 a day back y should a pay for their mistake i cant call them because they causes me a £60 phone bill when i had to keep calling them and utilita to get my gas sorted.



Hi @Jenfulton

It sounds like a few things have gone wrong here, and I'm really sorry to hear about it.

From what you've said, we took over the supply of your neighbour in error. This can happen sometimes, especially if you've got a similar address or postcode. That's why we send out a welcome email with (what we think are) your supply details, before the supply start date. This process is called an erroneous transfer - more info here: https://www.ovoenergy.com/ovo-answers/topics/all-about-switching/erroneous-transfers.

I'm not too sure why this delay in taking over your supply has landed you with a debt. Again if I was to guess, I reckon we took over your gas supply but not your electricity, and with smart meters, your gas meter needed to be in a credit setting, with no charges being taken. Either way, any debt applied to your account will be for energy that you've used, which we always ask for customers to pay for. If you wanted me to check the details of this, send over a PM with your account number, full name and DoB.

Just to add, if you've used the contact number on our website (https://www.ovoenergy.com/ovo-answers#contactnumbers), these are free from both a mobile and landline. Feel free to let me know which number you called to get those call charges - it might be a premium number found on a search engine.

One last thing - I've changed the title and added some tags, to help other users find it.

Tim
Userlevel 7
Badge +2
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