I have had the “Sorry you are leaving us” email from OVO today, which turns out to be an “erroneous Transfer” error, I know this is supposedly a Human Error as I never requested it, what I do not understand is, if I want to send you a message, speak to you via phone, or just have a look at my account, I need to submit my full name, account number, password, and email address. Yet someone can transfer me to another supplier by typing in the wrong Meter Point Number. I think you have problems with either your security or protocols. You should at least check with your customer that this is the case before sending “Sorry you are leaving us” emails, I am now told it will take between 12-18 weeks to resolve, I am not happy with this outcome after spending 1.5 hours on the phone and messaging you about the problem.

How is it possible for my supply to switch erroneously?

Hi,

If you need to speak to OVO, that’d be 0330 303 5063 or https://help.ovoenergy.com to use Live Chat

There’s a guide on the subject here which might help

Hi Abby_OVO

I have today received a letter from e-on Next saying “Welcome to your new home” not sure where anyone is in respect of sorting out this “erroneous transfer” problem but obviously e-on next are still moving forward..

When I logged in to my OVO account today I am now greeted with, “We will stop supplying you on the 8th June” so obviously nothing happened at the OVO end either.

What I am concerned about is E-on Next have told me I will be paying £584.34p per month, where did they get this information from, I can only think OVO. And what happened to all the compensation I was entitled to??. Any sort of reply would be welcome. Tried ringing but I don’t have that long to live, and no email address to write to, only here.

Hmm… I might see if @Beki_EONNext is around. She can sometimes stop by and offer advice from that side of things.

Hi Abby_OVO

I have today received a letter from e-on Next saying “Welcome to your new home” not sure where anyone is in respect of sorting out this “erroneous transfer” problem but obviously e-on next are still moving forward..

When I logged in to my OVO account today I am now greeted with, “We will stop supplying you on the 8th June” so obviously nothing happened at the OVO end either.

What I am concerned about is E-on Next have told me I will be paying £584.34p per month, where did they get this information from, I can only think OVO. And what happened to all the compensation I was entitled to??. Any sort of reply would be welcome. Tried ringing but I don’t have that long to live, and no email address to write to, only here.

complaints@ovoenergy.com will work, although replies are not quick based on other posters comments.

Eon next will have either got the usage data off a national database, the Estimated Annual Consumption figure.

Or it is possible another customer who initiated a switch by mistake also gave an estimated usage at the time.

Now OVO also owe you compensation as well as Eon next given the elapsed time. Not great service from either company.

I can't remember if you logged your issue as a complaint with OVO early on. After 8 weeks you can take your complaint to the Energy Ombudsman if you did, time is ticking on...

Hi Jeffus and Blastoise186.

Thank you for the replies, at least someone is listening, I have been dealing with Carla at e-on Next, she was not aware of todays letter and asked for the account reference number which I have supplied, and thank you for the information about compensation Jeffus but neither company has mentioned it yet, as you say not great service from either company. Be interested to see what happens on the 8th of June when Ovo switch me off.

Kind regards

Geoff Dickson

Well, if the Erroneous Transfer is accepted and verified as erroneous by both suppliers, you’ll be recalled to OVO and put back onto whatever tariff you had before, which will be honoured for the remainder of the term. The unwanted account gets shut down in the process, but I’m not sure if OVO just re-opens your old account or puts you on a new one.

Hi Jeffus and Blastoise186.

Thank you for the replies, at least someone is listening, I have been dealing with Carla at e-on Next, she was not aware of todays letter and asked for the account reference number which I have supplied, and thank you for the information about compensation Jeffus but neither company has mentioned it yet, as you say not great service from either company. Be interested to see what happens on the 8th of June when Ovo switch me off.

Kind regards

Geoff Dickson

Quite a good description of the automatic compensation deadlines are what happens if the automatic compensation payments are not made is on the Ofgem website.

There are ones related to switching.

https://www.ofgem.gov.uk/switch-supplier-or-energy-tariff

Often customers on the forum report not getting automatic payments and in some cases ovo staff appear not well briefed on the Ofgem rules and the legislation unfortunately.

Hi @Geoff Dickson that sounds a strange situation. There is another post here which might help

Just to be clear, this isn’t a direct channel to OVO. No one has access to your account so any feedback here will be based on presumed info.
Most posters (like me) are customers as well

In case it helps other posters.

Although the OVO Erroneous Transfer page says up to 12 weeks, the latest Ofgem Compensation page says a bit less time before compensation kicks in.

Between the two suppliers, they basically have

a. 20 working days to agree and inform you whether an Erroneous transfer has taken place

b. Then 21 working days to restore your connection following that.

There are various intermediate compensation payments from one or both of the suppliers.

This is a direct cut and paste from OFGEM.

https://www.ofgem.gov.uk/switch-supplier-or-energy-tariff

Hi Jeffus

Not sure I understand the OFGEM list you sent, but thank you. This all started for me on the 3rd May (32 days ago) when I got an email from OVO saying “Sorry you are leaving us” which I knew nothing about. They are obviously still of the opinion that I am leaving as when I logged on to my account today they tell me my supply will be moved on the 8th June 2023, I also have an email today from E-on Next, saying that the move to them will take place on the 9th June 2023, so not much has happened from either company until today, when E-on Next has emailed me asking for my meter serial numbers, which do not tally with the request to transfer, and admit that they have got the wrong address. Other than talking to you OVO have been no help whatsoever, and I am not convinced they will not transfer me on the 9th June 2023 as stated. It’s a wait and see game.

Geoff Dickson.

Hey @Geoff Dickson,

The process can take 12 weeks, if you get an email saying you’re leaving but you haven’t applied to switch contact Support who can raise an erroneous transfer. You can also raise this through the other supplier. Sometimes erroneous transfers can be rejected if for example the other supplier say they have a legitimate contract. I’d advise contact our support team if you have any concerns.

Why have you let me know I’m leaving OVO when I didn’t request to switch?

Sometimes we receive a request for us to switch your supply away from us in error. Whilst it’s quite rare there’s a few reasons this may have happened,

Human error - someone may have entered your address details accidentally when applying for a genuine switch
Fraud - very occasionally fraudsters may use your details to apply for an energy switch (if the details held by the other supplier match your details it might be worth contacting your bank and checking your internet security procedures)
Mistake in your address listing on the national database - If way your address is listed is unclear or incorrect this can cause issues switching. Check out this topic for more advice in getting this corrected.

How do I stop the switch taking place?

If you receive an unexpected leaving email, contact our Support Team to let us know you don’t want to go. They can put a stop to the impending switch and find out which supplier’s making the request. You’ll also need to make sure you let the other supplier know that you don’t want to switch to them as they may reattempt the switch.

What if the switch has already happened?

Even if the switch has already taken place, we can make sure it’s reversed. If you let our Support Team know, they can raise this as an ‘Erroneous Transfer’ (ET). This involves contacting the other supplier to let them know the switch shouldn’t have taken place. As this is a regulated process, they then have to return your supply to OVO and they can’t charge you anything.

How long does it take for an ‘Erroneous Transfer’ process to be completed?

As there’s a lot to be worked out in the background it takes up to 12 weeks from raising the ET until your account is fully back up and running. During this time your billing will be paused, however we’d advise you to continue paying your usual monthly Direct Debit This means you’ll build up a credit balance to cover the cost of your energy used as you will be issued an up-to-date statement from the date that your supply left us. It will be as if the transfer never took place.

It’s a complex (and thankfully rare) energy industry process, so let us know if you’ve got any more questions!

Hi Emmanuelle, Thanks for dropping me a line, but you are not telling me anything new, I am still being greeted with “Sorry you are leaving us” when I log in, you/OVO have known it is an erroneous transfer for 5weeks now and you cannot even change the greeting on logging in, no wonder it takes 12 weeks to sort when you cannot even sort your own website in 5 weeks.

Question 1. Instead of sending me an email saying “Sorry you are leaving us” how about confirming that it is me leaving in the first place.

Question 2. You have not mentioned compensation for all the time wasted trying to put this right.

Question 3. How is it that E-on are able to tell me how it came about, but nothing from OVO who according to my logging in website, still think I am leaving, with an end date of the 9th June 2023.

*edited by moderator*

Geoffrey Dickson.

Hi @Geoff Dickson,

I’ve edited your post as it breaks our house rules with regards to the language used. Please be respectful to members of this forum, staff or otherwise. If you continue to break the rules in this way we’ll eventually have no option but to ban your profile. See our house rules for more information:

Your request for compensation is better directed at OVO’s Support team, who are able to raise (or escalate) your complaint and work with you to get it resolved.

I hope we can do that and resolve this erroneous transfer for you without further delay.

Hi Tim_ovo

Thank you for editing my post, I would never use bad language on this or any other forum and respect your staff at all times, but if you find what I said offensive then there is no hope for future generations.

From my perspective I am getting very frustrated with the lack of action from the OVO team towards what is a really silly problem. My new neighbours *edited by moderator* used my address *edited by moderator*, both with the same postcode, to sign up with E-on, 5 weeks ago and Ovo still think I am leaving, you couldn’t make it up. Just sort it out please and let me know when completed.

Kind regards. Geoff Dickson.

Hi Tim_ovo

Thank you for editing my post, I would never use bad language on this or any other forum and respect your staff at all times, but if you find what I said offensive then there is no hope for future generations.

From my perspective I am getting very frustrated with the lack of action from the OVO team towards what is a really silly problem. My new neighbours *edited by moderator* used my address *edited by moderator*, both with the same postcode, to sign up with E-on, 5 weeks ago and Ovo still think I am leaving, you couldn’t make it up. Just sort it out please and let me know when completed.

Kind regards. Geoff Dickson.

Unfortunately no one on the forum can access your account to sort it out. This is primarily a forum where customers help each other out. So no one will action your request.

So you will need to phone or use the webchat function

https://help.ovoenergy.com/#contact_us_container

Alternatively try the OVO Twitter or Facebook pages. Unlike the forum, the OVO staff there can access your account.

https://www.facebook.com/ovoenergy

Alternatively if you haven't already, put in an official complaint if you think you have exhausted other options.

https://www.ovoenergy.com/feedback

Hi Jeffus. Thank you once again for the information, as I have mentioned before I am an old person and as such, I don’t do either Facebook or Twitter so will try the “help” email. I must be getting somewhere, because as of today I am no longer greeted when logging in with “Sorry you are leaving us” so perhaps someone is listening to the forum.

Kind regards. Geoff Dickson.

I have been chasing to sort out an Erroneous Transfer to OVO since August.

The claim has been rejected TWICE now - firstly, because OVO claimed to have a valid contract, and now, the claim has been rejected again because the OVO customer services agent didn’t follow the right process?!?!

I am having to explain myself every time I call. I get different answers each time, or I get cut off.

I thought it was going well, when I had to send proof of ownership of the property, and I was assured the ET team were now on the case. But today, I call for an update, to be told it’s been rejected.

I own this house. I live in it alone. I am solely responsible for the bills. I did not request a transfer of my supply to Ovo.

The service I have received thus far is appalling and causing me huge amounts of stress and distress.

No one is taking any responsibility or time to understand the case - I just get passed from call handler to another, having to start again each time.

Today I have also been told that my complaint is resolved! It most certainly is not. Nowhere near. And every time I email, I just get an Ovo reply that “looks like you’re contacting us from an email address not connected to the account you mention in your email.”

And it’s pointless OVO ringing the number on the account because that isn’t me either!

WHY DOES IT NEED TO BE THIS HARD?!

OVO customer service is seriously lacking.

Hey @LorraineB,

I’m really sorry to hear this, it sounds like a very stressful situation.

I’ll ask Forum_Support to reach out. Please keep an eye on your private messages.

Keep an eye here @LorraineB

https://forum.ovoenergy.com/inbox/overview

Hi LorraineB

have been through the ET twice now so know what it’s like and am afraid you won’t get much help from either company, they seem to be concentrating on counting the profits rather than looking after customers. Ovo used to be a nice niche energy company but now they have taken over SSE they are now a big company and act like all big companies, ignoring their customers.
Hope you get it sorted.
Geoff Dickson.