I moved house and closed my OVO account but my details have been found through 'trace and search' - how can I stop the debt collectors contacting me?

I have mailed them from my end but they are not helping me saying it is not made from the registred email adress.

should i go to court for this now ??

Email is no longer a valid contact option. You need to use the options at https://help.ovoenergy.com to get in touch generally, or to make a complaint it’s https://ovoenergy.com/feedback .

DO NOT take the matter to court, it’ll likely get thrown out and leave you with a big bill - especially because Alternative Dispute Resolution exists for this stuff.

As previously mentioned, you cannot take this matter to the police as they will not accept it. If you try to force them to act despite this warning, you may find yourself in trouble for wasting police time.

Hey @Chiragmacwan,

Sorry for the issues you’ve had.

It sounds like due to the address mix up (the postcodes being the same), your details have been found through trace and search for the property next to you.

If you have a tenancy agreement I'd advise contacting Support with this to show you are in fact liable for flat A. You can also send a photograph of your meter as this will show the meter serial number which will confirm you are not liable for the OVO supply.

Here are some similar threads with advice that might be helpful to you:

Hope this helps. 

I have raised a case as I am being hounded for money I don’t owe.  We left the property in July last year, paid by DD and they refunded over £600 we had overpaid.  The account was in my husband’s name.  Now, new tenants in the property obviously did not tell Ovo who they were and Ovo found my name and I am getting letters from them.  I have rang and written to them - I have a case number - but now I have received a letter (by redirection) saying that they are handing this over to a debt collection agency.  It’s only £92.47 would I be better to just pay it and see an end to this.  It is making me ill.

Hey @LBrooker ,

Personally, I’d advise against making payment for debts you don’t owe. It causes other headaches further down the line. I’d call Collections again on 0800 069 9831 to report that letter. They should be able to help freeze it.

Thank you - I will try that - but as I have spoken to them so many times and nothing has been done I’m so worried.  

You’re welcome. Please keep me updated with how things go. I’ve got more tricks up my sleeve if you need them.

Hey @LBrooker,

Really sorry to hear, it sounds like a very stressful situation to be in. 

It sounds to me like your name was found and wrongly assigned to the property through a process called ‘trace and search’. If a case has been raised to resolve this, then you shouldn’t experience any more letters. 

It may be that the re-directed letter was sent before the case was raised.

If you have any further issues I'd advise contacting our Collections Team and giving them your case number (if you have it to hand), it should also be on your account.

Hope this helps. 

Good day 

We had moved to new home in July last year. Called to your good company for set up the account. Nothing was happening till received the first and second billing invoice under “occupier” account

I had called to your company again in September 2022, provided my personal detail. Nothing happened but received the invoice under “occupier” account.

I had called it again in Oct 2022 provided my detail. It had received the WELCOME PACKAGE under my wife name. I never even provided it via telephone conversation. 

We were shocking when received the welcome package because the package including the DUPLICATED BILLING, under my wife name, covered from July 2022 to OCT 2022. Nevertheless,  OUR family had been settled all expenses from July 2022 to Oct 2022, once received the billing under name of “occupier” . 

WE had made make calls and sent a email to your good company to require to resolve this simple matter including our complaint either by email or by photo.  Please bear in mind that one of your employee declared I should receive the follow up call within 72 hours but nothing receive as usual. 

Until today, what I had received from your good company are :-

• Billing from July 2022 to Oct 2022 under name of “Occupier”
• Billing from July 2022 to Dec 2022 under my wife name (I still considered this is illegal collection the data since I had called your good company third times to provide my detail NOT my wife) 
• Reminder letter to set up the account, at least three times 
•  Reminder letter to pay the “OUTSTANDING” payment. Indeed the outstanding is considering caused by a duplicated billing
• Email requested to provide the evidence WE had paid to you good company 
• Email declared your good company could not locate my payment (I am not sure how come the paper invoice, under name of “occupier” was mentioned received safety) 
• Pressurize letter, date 19 Dec 2022, to settle the “OUTSTANDING” billing. OTHERWISE passed the detail to DEBT Collection agency

Following is what I had sent till today 

1.  Evidences including bank statements for proved WE had settled the billing TWICE 
2. Several complaint emails and clearly requested to CEASE the reminder of OUTSTANDING message. 
3. Also cleared mentioned WE do not have spare money to resolve the “ISSUE” temporarily.  
4. In complaint emails, it had clearly mentioned that we are suffering the impact of “Credit rating” by this "OUTSANDING issues” due to your good company system failure. 

Otherwise, We do not receive any official telephone call or written letter or email from your good company regarding complaint, migration account and duplicated invoices but potentially facing the scary from DEBT COLLECTION AGENCY because your failure 

Might we take this opportunity to asking your response in this forums how to resolve this problem, response our complaint and  scary from the  “ILLEAGE” action.

Hey @cyc1683,

Really sorry to hear of the issues you’ve had, it sounds like a very stressful situation.

I’ll get Forum_Support to reach out to you, please keep an eye on your private messages.

Hope this helps.