F.A.Q.

What is an Erroneous Transfer(ET)?

What is an Erroneous Transfer(ET)?

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37 replies

Userlevel 1

Hi,

Thanks for your reply.

I am a long term customer of OVO, a least 3 years before the ET.

The ET occurred when the supply to my residence was transferred to British Gas under someone else’s name.

When the supply was returned to OVO and my name I asked for and received a summary of my transactions. The summary included a balance transfer to Orion to my account on 27/11/2018.

This was totally  new information to me.

You state it is a new “platform”, 2018 new?

I have always to my knowledge always been in credit, paying by direct debit so questioned the transfer when the balance transfer was ADDED to my account.

To date I still have NOT had an acceptable answer.

Should I have been informed of the new platform and the balance transfer at the time it occurred?

Perhaps you can help.

Thanks,

Bernie123

 

 

Userlevel 7

ETs are such a pain aren’t they!

 

This is going to be tricky to answer here on the forum, @bernie123 - I can’t take down your account details to review. 

 

We’ve been moving members over to the new billing platform across 2019 and 2020, Not sure on 2018. But we are very much able to provide you with a breakdown of charges and credit in/out of your account, both before and after the ET. I’d suggest you reach out to our support team to get this done: we’re on FacebookTwitter and our Help Centre has online chat!

 

When it’s been explained, can you come back and update us? There might be others who will want to know!

Userlevel 1

Hi Tim,

thanks for your response.

I have been “reaching” out to the OVO support team but it seems many of my online statements were removed where I initially looked to try to understand the situation better.

Unfortunately “hello’ovoenergy” have not as yet been able to give me the information I require.

Thanks for your help and I will certainly share when appropriate as I would not wish others to have to go through the same journey.

BR 

bernie123

 

Userlevel 6

Sorry to hear you haven’t had the info you need yet, @bernie123, I’d urge you to contact us on our social platform, as per @Tim_OVO’s advice, we can often offer a more reactive service there. ^Amy

Userlevel 1

Thanks Amy will probably take up your offer when I put together a list of specifics issues

Thanks,

bernie123

Userlevel 7

Thanks @Ajk - I actually just tweaked your first comment to make those amendments. 

 

I’ve moved your comment to this FAQ on erroneous transfers (ET), as it sounds like that first switch attempt resulted in OVO taking on the wrong supply in error. This is usually related to confusion with another supply listed on the national database. Have a look at those FAQs (at the top) for more info on this bizarre world of ETs. 

 

 

Does an ET sound like it explains what happened here? 

 

The reason (I think) that you’ve been advised to leave it a week is because the agent you spoke to won’t have visibility so soon after attempting another switch, to see if the same or another issue has occurred. It takes a bit of time for switch requests to be received by the supplier and for changes they make to show. Also as you have a ‘cool off period’ this further delays things. 

 

My advice would be to check in with your current supplier next week to ask if they’ve had any requests from OVO. Also get them to make sure your supply is listed correctly on the national database whilst they’re at it!

 

What do you think about this suggestion, @Ajk - you could reach out to them today and check back in with the latest?

Userlevel 3

Hi Tim

Thanks for correcting my first comment. It will be a week tomorrow since i signed up over the phone(my second attempt at switching)still not received any welcome email confirming my Tarif and start date. Cannot get through on the phone to my current supplier(long wait times)I will just give it a little bit longer to see what happens.

British Gas have just contacted me ,telling me they are going to supply my energy. I have been with OVO since Feb'21 and have no wish to change. Has anybody else received a similar email. British appear difficult to contact, should I just wait and let BG get themselves in a paddy or can OVO assist. Thanks v much, Martin 

Userlevel 7

Hi @Martin1588 and welcome to the OVO online community,

 

Great to hear you’re a happy OVO member and looking to stay with us. Sounds like British Gas may have applied for your supply by mistake. This can sometimes happen if someone with a similar address or meter details has made a genuine switch request, but your details have been linked to the request instead. It’s best to reach out to the Support Team to make sure we put a stop to this on our side - the easiest way to reach us is via our webchat which you can find here.

 

It’s worth trying to get through to British Gas as well, even if we put a stop to this switch request there’s a chance they may reapply - which could result in an Erroneous transfer (whereby an unrequested switch has already taken place). This can be reversed but as it takes some time to get everything back where it should be it’s always best to get things corrected before any switch takes place.

 

Hope this information helps - Let us know if you need any more advice :slight_smile:

 

Not sure I made myself clear , they are not taking over from OVO, they are using another MPAN. I have spoken to OVO who are unable to help.

 

Complained to British Gas and have contacted the Ombudsman. 

Userlevel 7

Sorry for my confusion there, @Martin1588. Sounds like there could be an address mix-up going on somewhere.

 

If you’ve spoken to the team and confirmed that we’re supplying the correct MPAN for your address, this contact from British Gas shouldn’t affect your supply or account with us.

 

As only the current supplier can request an address amendment on the national database, it’s best to get this raised with British Gas.

 

I hope I’m understanding the situation correctly and this advice helps get things sorted - Do pop back if you need any further help. :slight_smile:

Thanks for your prompt reply,  I have been able to submit a complaint to BG after trying to make contact with them and get it resolved. Unfortunately the customer service at BG is woeful ( my experience) and I am waiting to hear back from them. I merely posted a message here in case anybody else had been effected in a similar manner. Thanks very much, Martin         

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