Incorrect final bill and OVO won’t respond

Forum|Forum|1 year ago
December 13, 2024
15 replies
697 views

I used Ovo while renting a home in Cambridge. I was paying the appropriate amount for the gas and electricity I was using. When moving away from the UK in June, Ovo posted a final bill saying I owed over £8,000 for the gas I used. Immediately working with customer service reps, it was very obvious to the Ovo reps that it was a mistake in their system and that they would fix it. I went through everything I paid Ovo during my time there, and calculated approximate gas and electricity. It’s very apparent that I have paid for my gas and electricity during my time there and the Ovo representatives agree when I spoken to on the phone.

Every time I speak with Ovo customer service, they tell me that someone is looking into my case and they will get back in 3-5 business days. The first time I was told this was back in June when the issue first happened. They will not reach out with ANY answer to the issue. I have called back several times and every time the representative will tell me they will have someone look into it and I will get a response to my case.

The only response I have received is more automated emails saying I owe £8,000 and if I don’t pay they will reach out to a debt collector. It truly feels that Ovo is trying to steal money from me through lack of response to an issue they created. I do not know how to handle the situation as nobody in customer service ever seems to get anyone to look at my case. Can someone from Ovo please respond to my case?? Has anyone dealt with a similar issue, and what other means can I use to get it resolved?? I no longer live in the UK which makes contacting Ovo even more difficult.

Best answer by Chris_OVO

Hey @andrewhyde,

I’m sorry to hear that you’ve been struggling to get a resolution to your final bill issues. As @Nukecad has rightfully pointed out we don’t have access to billing or account information as we’re a public forum. The next best step for you (if you haven’t done so already) is to log a complaint with our resolution team. This will then be escalated to a resolver who’ll have 8 weeks to resolve the issue for you. If this still hasn’t been resolved to your satisfaction within 8 weeks then you’ll have the right to escalate this case to the ombudsman.

You’ll find more information on the process at https://www.ovoenergy.com/feedback and @Nukecad is great with advice on handling debt collection issues!

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A

alt

Rank 1

Hi markrow2

If I was in your position ( and absolutely certain that the final bill was incorrect ) then, due to lack of response from OVO, I’d take it to Citizens Advice initially to see what they recommend. Sometimes the only way to get these companies to take things seriously is to get a third party involved.

Nukecad

Super User

The Customer Service person I just spoke today to told me that every time I make a new complaint about no one calling me about my previous complaint, the clock gets reset as the previous complaints are effectively deleted as being duplicate complaints.

From experience elsewhere “deleted” isn’t quite what happens, as your rightly say that would be daft.

However I will admit that the effect of what actually happens is the same.

I’ll explain what it happening, why it’s happening, and what you can do about it:

What is actually going on is that each time you make a new contact that new contact is regarded by the system as being possible ‘New Information’ to your original complaint.

When you look at it that way then you can see that any ‘New Information’ changes what has already been said up to that point

When you give ‘New Information’ then that needs extra time to look at it.

There is a simple, effective, solution you can take:
Make your complaint and then, give them time to look into it.
Unless you do have some actual new information to add then wait for their response.

Contacting them again every day or so isn’t going to speed things up, - and in fact by doing so you yourself are the one slowing the process down, - so stop doing it and wait for their response.

Yes, it can be frustrating waiting; particularly when the collections department is contacting you dsily.
When collections call you simply tell them that a complaint has been raised and you will not discuss the matter with collections until you have had a reply to that complaint, then politely hang up.
If they email or text then send a reply saying the same thing.

But you have to let complaints have time to deal with your complaint, making a new one every day or so is logged as ‘New Information’ and so isn’t giving them that time.

PS. You are not at that stage yer, but if this should escalate to external Debt Collection Agencies (and it may do if you don’t give complaints time to respond) then you may want this:

I said, Hey - Watts going on.

Ben_OVO

Community Manager

@markrow2 I’m really sorry to hear what’s happening here.

I’d recommend reaching out to our Social Media team if you’re not having any luck over the phone or by email.

You can reach the team using Facebook Messenger: https://www.facebook.com/ovoenergy/?locale=en_GB. Get in touch there and explain the issue, and that you’re not receiving replies to your complaints. Someone on the team will pick it up, and escalate it if need be.

Let us know how you get on.

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markrow2

Newcomer

The Customer Service person I just spoke today to told me that every time I make a new complaint about no one calling me about my previous complaint, the clock gets reset as the previous complaints are effectively deleted as being duplicate complaints.

From experience elsewhere “deleted” isn’t quite what happens, as your rightly say that would be daft.

However I will admit that the effect of what actually happens is the same.

I’ll explain what it happenong, why it’s happening, and what you can do about it: