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Rank 4
Geoff Dickson
Rank 4
May 3, 2023
Solved

How is it possible for my supply to switch erroneously?

  • 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.

    75 replies

    Show previous replies
    D
    Newcomer
    drayja
    Newcomer
    July 3, 2026

    Hello, I wanted to ask if anyone had received a letter from OVE energy recently telling you that you've singed up to another energy supplier? and OVO are sorry that your leaving!!!  I have not singed up for another supplier and shocked to get this letter. I have a dual fuel account and a direct debit set up for both my gas and electric.  I went into my account to check and all the information about my electric usage bills etc is all gone!!  I have sent an email to ask what is going on but just wondered if this has happened to anyone else? I am so confused!!!!

    juliamc
    Rank 20
    juliamc
    Rank 20
    July 3, 2026

    This is a thing that happens once in a blue moon. The question has been asked before and here is the explanation:


     

    D
    Newcomer
    drayja
    Newcomer
    July 3, 2026

    Hello Juliamc, I’ve been doing my research and it does not appear to be a ‘once in a blue moon’ at all!!!!   It also appears to be a lot of hassle as previous posts that I found have alluded to.  I have put in a formal complaint to OVO and will be contacting ofgem on Monday.  It is very convenient for it to be dressed up as an erroneous transfer.

      juliamc
      Rank 20
      juliamc
      Rank 20
      July 3, 2026

      Maybe my analogy was not the best; blue moons turn out to be quite common… https://www.rmg.co.uk/stories/space-astronomy/what-blue-moon-how-often-does-it-occur

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      July 6, 2026

      Hey ​@drayja 

       

      I’m sorry to hear about this, there could be a number of reasons an Erroneous Transfer may have occurred such as details being mixed up with someone else’s – this can happen if you live in a flat or new build property, human error: for example, someone accidentally selected the wrong address from a drop-down menu to name but a few scenarios. You can check out this article for more.

       

      I’m glad to see juliamc already stopped by with a really helpful topic and that you’ve already been in touch with the Support Team. They should be able to answer your questions and stop the erroneous transfer. I would recommend chatting with the Support Team about this or calling them on 0330 303 5063, Monday to Friday 8am to 6pm, so they can get this stopped as soon as possible and within the window.

       

      Do let us know how you get on.

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