How is it possible for my supply to switch erroneously?

@Geoff Dickson

Some information on compensation. Make sure you get the minimum £30 as required by law. 

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/youve-been-switched-to-a-new-energy-supplier-without-your-agreement/

You may be entitled to more if other regulated timescales are not met.

All payments should automatically be paid within 10 days, if they are not paid in time you are entitled to another £30

Thank you for the information jeffus it may come in handy, what I don’t understand is why OVO  does not check with their customer first, before sending a “Sorry you are leaving us” email, this would save me being in limbo for 12-18 weeks whilst they sort it out.

Hopefully OVO will learn from this mistake Geoff and setup a procedure to stop it happening again and not just ignoring it. If it was human error that person or persons just need to be retraining and to be shown in your case Geoff how upsetting it can be for its customers 

It would probably need changes to the regulations around switching and the recent introduction of the industry wide faster switching service to do that.

The target is currently 5 days for a switch under the regulations, this will be changing to 2 days in the future.

The are frequent ofgem consultation, including on things like switching if you feel strongly about any supplier related activities. 

https://www.ofgem.gov.uk/energy-policy-and-regulation/engagement/consultations

Thank you again jeffus for the information, but why all the rush from 5 days to 2 days to change supplier, had I have got the email whilst on holiday for 2 weeks by the time I got back it would have all been sorted, I responded within an hour of getting the email saying “Sorry you are leaving us” but it is still going to take between 12-18 weeks to get resolved.

When you are an old person as I am, you can do without all this hassle, from what I have been told I will not get an invoice for my GAS usage now until it is resolved, do I reduce my direct debit or keep paying, who knows, and who do I approach for compensation as far as I can see it is nothing to do with OVO but the supplier who tried to move my GAS account.

Hey @Geoff Dickson ,

Sorry about the trouble you’ve been having with the account.

This change of timeframe is an industry wide change that all suppliers must now follow. Take a look at this topic here for more information on this change.

Regarding the compensation payment mentioned by Jeffus, you should automatically receive that £30 compensation from the new supplier within 10 working days from the date they agree a mistake was made. They’ll either send this to you by post, or directly to your bank if they already have your bank details. You can view more details on how this payment works here.

Thank you for the Information Abby, I have emailed Eon giving them my details but not my bank details, a cheque will suffice.

Kind regards

Geoff Dickson.

Hi Abby. It’s been 10 days now since I reported my Erroneous Transfer and have not heard from anyone other than you. When I log in to my Ovo account I am still being greeted with “We are sorry to hear you are leaving” PLUS “We will stop supplying your energy on the 27th May 2023.” Doesn’t sound like progress to me, I have also had an Advert pop up on my laptop saying “Switch to OVO it only takes 2 Minutes” yet here I am in limbo for 12-18 weeks, it doesn’t add up.

It takes quite some time to resolve an ET I’m afraid. The whole process is more complicated than you might expect.