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RichardR
Rank 2
January 25, 2024
Solved

My address keeps erroneously switching to other suppliers!

  • January 25, 2024
  • 11 replies
  • 846 views

Back in November, I was erroneously transferred to Octopus Energy and have been experiencing numerous problems ever since. I wont bore you with all the details because it would take too long but I am left with one problem which OVO seems incapable of solving:

 

I had an old email account which I changed because of spam etc. I changed it on my online account as was required but … accounts persist in sending emails to my old email address and don’t seem to be in communication with the rest of OVO. In spite of many phone calls, I received an email yesterday saying OVO was sorry I was leaving !!! to my old email address. This was exactly what started all my problems in the first place.

Is there any way I can speak directly to a real person in accounts so that I can finally sort this mess out?

Best answer by Emmanuelle_OVO

Updated on 11/07/25 by Chris_OVO:

Hey @RichardR,

 

Sorry for the issues you’re having,

 

If a customer keeps erroneously transferring, it’s usually due to an address issue. Maybe your address is listed incorrectly on the electricity national database or is very similar to a neighbors address. So when the neighbor signs up with a supplier the supplier takes your supply in error. 

 

Do you know what your address is listed as on the national database and is it all correct? 

 

 

This topic has more information. 

 

As for the email, I wonder if you have two accounts. The old one that was closed when the supply was switched and the new one when the supply came back to OVO? Do all communications you’re sent have the same account number? 

 

Let’s get to the bottom of this.

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Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
February 8, 2024

I’ll ask Forum_Support to reach out @RichardR, please keep an eye on your private messages. 

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