F.A.Q.

What is an Erroneous Transfer(ET)?

What is an Erroneous Transfer(ET)?
Userlevel 6

 

Updated on 22/07/21 by Jess_OVO

 

Why have you let me know I’m leaving when I didn’t request to switch?

 

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 (we all make mistakes sometimes - it’s why pencils have rubbers) - someone may have entered your address details 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 do I stop the switch taking place?

 

If you receive an unexpected leaving email, contact our Support Team to let us know you don’t want to go! They can put a stop to the impending switch and find out which supplier’s making the request. You’ll also need to make sure you let them know that you don’t want to switch to them as they may reattempt the switch.

 

What if the switch has already happened?

 

Not to worry! Even if the switch has already taken place, we can make sure it’s reversed. If you let our Support Team know, they can raise this as an ‘Erroneous Transfer’ (ET). This involves contacting the other supplier to let them know the switch shouldn’t have taken place. As this is a regulated process, they then have to return your supply to OVO and they can’t charge you anything.

 

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

 

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.

 

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

 


37 replies

Yesterday I received two emails from Ovo about requesting a switch and they're sorry I'm leaving. When I logon to the website there is also a Sorry You're Leaving box at the top of the page.



The problem is that I've not requested a switch and do not want one. The phone lines are not open at weekend, I can't see an online chat option, I've replied to both emails saying that I haven't requested a switch.



Is there anything I can do, or just wait until Monday when I can call?



Curious as to how this can happen?
This sounds like an erroneous transfer (or ET) @colheath



I've moved your query over to an existing topic all about ETs - just check out the info in Nancy's post above.



I can make sure the switch away is stopped - just send me a PM confirming your full name, full address and DoB.



Thanks,

Emily
Thank you @Emily_OVO I spoke to a very helpful lady at ovo yesterday who has got me sorted now. It was a neighbour who has signed up to EDF and entered their house number incorrectly.
Userlevel 6
Glad to hear it's being resolved, @colheath!
Userlevel 4
Same thing happened to me yesterday. OVO sent me an email saying they were sorry I was leaving but as with the other customers above I did not request this switch. Call me cynical but I'm convinced this was an act of provocation by a member of the OVO customer service team as I have contacted them numerous times recently about billing errors not to mention all the other problems I've been having. It seems that the more I point out their errors the more frequently they happen. I'm sure OVO are probably as sick of me as I am of them lately what with all their silly mistakes, these shouldn't be happening and frankly speaking I don't know why they do!!



I did try calling the 'Didn't Ask to Switch' number immediately that I discovered this ET but the lines were closed. Now I'm going to be worrying about this all over Christmas if it isn't sorted immediately and I don't suppose for one minute that OVO will compensate me for all the inconvenience thy're causing lately..



I made a post here earlier, perhaps one of the nice forum staff can move my post to this thread please, at least they have some intelligence unlike the idiots who work in CS.
Userlevel 4
Update on my previous...



See my above link for further details, this issue has now been dealt with by a nice chap at OVO called James. Thanks James! 😉
HaveHave just been told I am switching suppliers but I never asked to
Userlevel 4
@Pleb



If you're seeing the message in your account it's probably a cock-up like just happened to me. I also got an email to the same effect but after discussing it with James at OVO he's reassured me that the matter is being dealt with and will be put right asap.
@Pleb



If you're seeing the message in your account it's probably a cock-up like just happened to me. I also got an email to the same effect but after discussing it with James at OVO he's reassured me that the matter is being dealt with and will be put right asap.
ThankThank-you slinky. I have been informed that it is an error and not to worry about it 😉
Userlevel 4
@Pleb



You're welcome! Incidentally the Erroneous Transfer message has been removed from my account today 😀
I received a letter yesterday saying OVO is sorry i am leaving and i have a box on my personal details page when i logon to the website saying the same thing. There is a number to call to speak to someone but the wait time was initially 18 minutes now i'm at work and can't sit on a personal call for 18 minutes to try and sort this out. Is there any way of contacting OVO without having to sit on hold for a lifetime. There are two flats at the property where i am and new tenants have just moved into one of the flats so i'm worried they have given the wrong details to OVO.
Userlevel 4
@Harri1571



Send OVO an email and tell them it's a mistake, it's not something this forum can help with. Personally I don't believe a neighbour would have given the wrong address, OVO told me that these ET's had affected around 300.



More importantly if you receive a self service reward for managing your account online make sure you've received it. I didn't and it was all due to this ET. Flipping aliens!!
I have noticed today that OVO have put money back into my bank account, so I went onto MyOvo to see it says they no longer supply my Gas and Electricity and my account has been closed! I haven't requested any other company to take over my gas and electricity, so this has baffled me. Anyone know why this might be? I do think I may have mistakenly not sent my readings for a couple of months. Surely they wouldn't just close my account for that, and I would get a warning first, but I don't recall any such email?
This has also happened to me with my gas.



Noticed one morning on my online account that “they were sad to see me go” - no idea what it meant as I’ve always been happy with OVO and never even enquired about leaving.



Rang them up, apparently British Gas had tried to take over my supply! Called British Gas, they told me they haven’t and put a block on it in case it happens again.



Didnt think much more of it thought it was a crosswire with addresses (as I live in an apartment), logged on this morning and I have no gas supply from OVO and my account is 35 quid down!!



What is going on? Will be getting a phone call later complaining as this isn’t good enough.
Userlevel 6

Hey @PaulDerby and @Tommya87.

I've moved your post here, please take a look at @Nancy_OVO's post at the top of the thread.

Please contact our team as soon as possible, so that we can get this looked into.

You can send us a message on FacebookTwitter and our Help centre has online chat, or give them a call. You can reach our Customer Care team 9-5 Monday-Friday on 0330 30 5063.

Hope this helps!

I went on to put  my meter readings in today and it says i have no account. I checked my emails and in the junk mail there is a sorry your keaving message. I have not asked for this or had any mail about it, I don't even know who the new supplier is supposed to be. I was on a long term contract with ovo. Been with them about 7 years. There is no way to contact anyone by phone and the security dept auto email says they might or might not get back to me, if they think it is security they will! Can someon fix this?

Userlevel 6

I’ve moved your query here, @EileenC. Potentially a neighbour signed up your address in error, I’d recommend calling our team and they can check who you’ve been switched to, they’re available on 0330 303 5063 Monday-Friday 8am-8pm.

 

 

I went on to put  my meter readings in today and it says i have no account. I checked my emails and in the junk mail there is a sorry your keaving message. I have not asked for this or had any mail about it, I don't even know who the new supplier is supposed to be. I was on a long term contract with ovo. Been with them about 7 years. There is no way to contact anyone by phone and the security dept auto email says they might or might not get back to me, if they think it is security they will! Can someon fix this?

Good luck with this I’m afraid. 
 

My neighbour has done exactly the same (back in July) and I’m still yet to have my gas supply back with OVO.  Block of flats, mixed up plot/flat numbers etc etc.

 

Been chasing constantly and I’m still waiting. Whilst I appreciate things are beyond their control when waiting for further info, to be still awaiting almost 6 months later is becoming really tiresome. Can’t log onto my account, can’t give meter readings (and if I do, I have to ring up in my own time) and can’t renew my contract.

 

Feels like they should be chasing regularly, but it’s always me checking in for an update.

Anyone would think my contract is coming to an end soon….. oh it is. 


 

 

 

Userlevel 6

It’s a shame to hear this is an ongoing issue, @Tommya87, it sounds like this is a complicated issue and I hope it is resolved as soon as possible, I can assure you this has no correlation with the end of your plan. 

Thanks! 

I have been told it will be 3 months to sort. I hope your situation gets fixed soon.

Userlevel 1

I got caught up in an erroneous transfer, ET.

When I asked for a balance summary after the ET the summary showed a balance transfer from “ORION”.

Has anyone had a similar transfer or does anyone know who or what ORION are?

Thanks

Userlevel 3

Hey @bernie123 

 

I’ve moved your question to this topic about Erroneous Transfers. Check out Nancy’s advice above about how things like this can happen from time to time.

 

To very quickly answer your other questions about what ‘ORION’ means, this is just the new system OVO uses for our members.

 

Hope this helps,

Userlevel 1

please explain expand.

Thanks

Userlevel 7

Hi @bernie123 

 

‘ORION’ is an internal term that we use to describe the billing platform we’ve created. It’s a new platform and we’re in the process of moving every OVO member onto it. 

 

I’m not sure of the details of your ET (whether you’re with OVO but wrongly switched or visa versa), but a balance transfer labeled as ‘ORION’ would relate to the account being moved onto this platform. 

 

Get this and anything else checked with our Support team, on FacebookTwitter and our Help centre has online chat!

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