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C
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CHOKSI
Rank 1
February 12, 2023
Solved

Supply switched to EDF without my permission! Who do I pay?

  • February 12, 2023
  • 14 replies
  • 1626 views

My question is this? An electricity supplier EDF illegally transferred me to him for the period from 13.12.2022 - 24.01.23, "EDF Energy customers limited won’t charge you anything for your time with them" but OVO will charge me for this time of period with them.

Best answer by Blastoise186

Updated on 08/07/25 by Abby_OVO

Hi @CHOKSI ,

In the event of an Erroneous Transfer, you do still have to pay the actual supplier, but the incorrect one won’t charge you. Your actual supplier won’t allow the other one to charge for that period to avoid a double-charge.

More info at 

 

Sometimes we receive a request for us to switch your supply away from us in error. Whilst it’s quite rare there’s a few reasons this may have happened,

  • Human error - someone may have entered your address details accidentally when applying for a genuine switch
  • Fraud - very occasionally fraudsters may use your details to apply for an energy switch (if the details held by the other supplier match your details it might be worth contacting your bank and checking your internet security procedures)
  • Mistake in your address listing on the national database - If way your address is listed is unclear or incorrect this can cause issues switching. Check out this topic for more advice in getting this corrected

How long does it take for an ‘Erroneous Transfer’ process to be sorted?

 

As there’s a lot to be worked out in the background it takes up to 12 weeks from raising the ET until your account is fully back up and running. During this time your billing will be paused, however we’d advise you to continue paying your usual monthly Direct Debit This means you’ll build up a credit balance to cover the cost of your energy used as you will be issued an up-to-date statement from the date that your supply left us. It will be as if the transfer never took place.

 

Ofgem also have some helpful information about this, check out their advice page here.

 

It’s a complex (and thankfully rare) energy industry process, so let us know if you’ve got any more questions!

14 replies

Blastoise186
Super User
Blastoise186Super UserSolved
Super User
February 12, 2023

Updated on 08/07/25 by Abby_OVO

Hi @CHOKSI ,

In the event of an Erroneous Transfer, you do still have to pay the actual supplier, but the incorrect one won’t charge you. Your actual supplier won’t allow the other one to charge for that period to avoid a double-charge.

More info at 

 

Sometimes we receive a request for us to switch your supply away from us in error. Whilst it’s quite rare there’s a few reasons this may have happened,

  • Human error - someone may have entered your address details accidentally when applying for a genuine switch
  • Fraud - very occasionally fraudsters may use your details to apply for an energy switch (if the details held by the other supplier match your details it might be worth contacting your bank and checking your internet security procedures)
  • Mistake in your address listing on the national database - If way your address is listed is unclear or incorrect this can cause issues switching. Check out this topic for more advice in getting this corrected

How long does it take for an ‘Erroneous Transfer’ process to be sorted?

 

As there’s a lot to be worked out in the background it takes up to 12 weeks from raising the ET until your account is fully back up and running. During this time your billing will be paused, however we’d advise you to continue paying your usual monthly Direct Debit This means you’ll build up a credit balance to cover the cost of your energy used as you will be issued an up-to-date statement from the date that your supply left us. It will be as if the transfer never took place.

 

Ofgem also have some helpful information about this, check out their advice page here.

 

It’s a complex (and thankfully rare) energy industry process, so let us know if you’ve got any more questions!

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Jeffus
    Rank 20
    Jeffus
    Rank 20
    February 12, 2023

    Hi @CHOKSI

    1. What date did you tell EDF an Erroneous transfer had target place?

    2. What date did you tell OVO an Erroneous transfer had taken place?

    3. What date did OVO agree an Erroneous transfer had taken place?

    4. What date did EDF agree an Erroneous transfer had taken place? 

    As a minimum you are entitled to £30 compensation from EDF under the ofgem rules. They should have paid that automatically within 10 days of agreeing an Erroneous transfer had taken place. If they didn't, they have to pay another £30, making £60 in total. 

    There are triggers for further compensation from either OVO or EDF if they take too long. You can find further information on the citizens advise website. Just make sure you claim what you are entitled to, and if they don't pay within 10 days, claim another £30.

    https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/youve-been-switched-to-a-new-energy-supplier-without-your-agreement/

     

      C
      Rank 1
      CHOKSIAuthor
      Rank 1
      February 14, 2023

      Hi Blastoise186. Ok if you say I will pay it,can you tell me how my supplier know how much energy I use for this period? My bill is coming 4 day of the month and I was not with them 40 days?

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      February 14, 2023

      Meter readings. :)

      Except, in this situation, it’s calculated based on meter readings you submit once you’re back on your actual supplier.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        C
        Rank 1
        CHOKSIAuthor
        Rank 1
        February 14, 2023

        So you saying that EDF give my readings to OVO, because when you change to new supplier your meter start from 0?:)

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        February 14, 2023

        Not quite. In an ET situation, you give the meter readings to your original supplier once the account moves back.

        In all other cases, the meter readings continue on the new supplier where the old one left off - it never goes back to zero but they use the transfer reading as the “new zero”.

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          BPLightlog
          Super User
          BPLightlogSuper User
          Super User
          February 14, 2023

          .., but they use the transfer reading as the “new zero”.

          Or new reference point maybe

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          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          February 14, 2023

          Yeah, that works too. Probably closer to the actual term as well. :)

          It is important to note that solving an Erroneous Transfer does take a while because both suppliers (and a bunch of other industry processes) have to agree that an ET has happened and then work together to fix it. Usually takes up to 12 weeks to resolve if memory serves.

          What is also true is that in cases where the ET was caused by fraud, you definitely won’t be liable for anything that happens in relation to the fraudulent account. It’ll just get terminated as part of the recovery process and you won’t need to worry about it.

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          Jeffus
          Rank 20
          Jeffus
          Rank 20
          February 14, 2023

          Interestingly under the revised Ofgem rules OVO have only 21 working days to switch a customer back and reregister once they know an Erroneous transfer has occurred. 12 weeks doesn't cut it now with ofgem. 

          Then an automatic £30 compensation should kick in. If not paid within 10 days another £30 kicks in.

          I have helped others claim this.

          https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/youve-been-switched-to-a-new-energy-supplier-without-your-agreement/

          The limits are quite challenging i suspect.

          I suspect a lot of customers are not aware of the various automatic compensation payments that are available for Erroneous transfers, missing appointments, being cut off with PAYG meters. 

          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          February 14, 2023

          Oooh, thanks for that! Not sure how I missed that change! :(

           

          Ooooh and 6,000 comments now! Woohoo!

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          OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

          OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

          OVO (S) Gas Limited is part of OVO Group Ltd