How is it possible for my supply to switch erroneously?

Forum|Forum|3 years ago
May 3, 2023
75 replies
2086 views

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.

Best answer by BPLightlog

Updated on 22/07/26 by Abby_OVO

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.

Show previous replies

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Geoff DicksonAuthor

Rank 4

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.

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LorraineB

Newcomer

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.

Emmanuelle_OVO

Retired Moderator

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.

Renewable Energy? Big Fan.

Jeffus

Rank 20

Keep an eye here @LorraineB

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

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Geoff DicksonAuthor

Rank 4

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.