Best answer by Tim_OVO
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Why did I get a 'Sorry you're leaving' email when I don't want to switch from OVO?
I've found out that I'm leaving OVO later this month as I've switched. I haven't - I've no idea who I'm supposed to have switched to. It was only because I was looking online for my statement that I noticed the 'Sorry you are leaving' message - how do I stop this happening, how do I prevent it happening again, how do I find out who I'm meant to be switching to, and will this effect my fixed rate status? Sorry lots of questions!
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Userlevel 7
Updated on 16/05/22 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 - 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?
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.
I’ve just received on a Friday night an email from Ovo saying I’m switching to another supplier. I have not requested a switch. How do I stop this, please?
Userlevel 7
Thanks for posting,
Have a look at the ‘best answer’ above your comment (I moved it to this topic) - I think this sounds like a classic ET - what do you think?
Thanks, Tim. Apparently So Energy are trying to take over the supply. I have no idea why. I‘ve never heard of them. I have just emailed them. If there’s anything else I should do please let me know. Thanks.
Userlevel 7
Nice one
Did you have a read of the info at the top?
with an ET, that email should be enough for them to cancel the switch IF IT’S NOT TOO LATE, otherwise drop the Support team (link in my comment above) a message on Monday and we can block the switch.
Tim
Userlevel 7
+2
- Carbon Catcher***
- 1837 replies
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17 October 2020
That’s interesting. You’re not the first person here to comment that So Energy was trying to acquire their energy supply!
Let’s just clarify your position:
1: A Supplier can’t take over your supply without giving you a precise date for the switch. If the first you’ve heard of this is from OVO, then So Energy haven’t complied with Ofgem regulations.
2: Any move to a different Supplier is governed by the Financial Services legislation. You have a minimum period of 14 days in which you can change your mind without penalty, even if you did authorise the move (which you didn’t!)
3: It is possible to raise an official complaint against an Energy Supplier, even if they are not your Supplier. See the Complaints Procedure for So Energy. If you follow that procedure and they don’t properly address the issue, then you can take them to the Office of the Energy Ombudsman.
Keep us informed of progress.
I have been informed of an ET by Ovo and months later it still drags on. The support team on your chat have repeatedly today advised me that I have to contact EDF and ask them to return my account to Ovo when it wasn’t my mistake in the first place. I’ve never asked for my account to be transferred away from Ovo and now my account is hundreds in credit and EDF are billing me separately.
Userlevel 7
Hi
I’m so sorry to hear about the ongoing Erroneous Transfer of your energy supply. As the guide above advises:
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.
It sounds like you’ve already been in touch with the Support Team who have attempted to raise the ‘Erroneous Transfer’ to get your supply back with us. In order for this ‘ET’ process to be completed we have to receive an agreement from the other supplier that the switch was a mistake. If the other supplier rejects our ‘ET’ request, it might be worth getting in touch with them directly as if we re-apply for the ‘ET’ there’s no guarantee that the other supplier won’t reject this request again.
I’m hoping the Support Team have fully explained this process and are doing everything they can to get things straightened out. Once we’ve had an agreement from the other supplier, we’d then be able to continue the process to get your OVO account billing as usual:
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.
I hope this information is helpful in getting things resolved - Do pop back if you’ve got any more questions about the ET process. Whilst we can’t access your account here we’re always on hand to give advice where we can. 
Ive had an email with the same phone number as OVO so I assume it might be OVO, saying that another supplier is talking over my account and I am leaving. I am not, I haven’t authorised anyone to close my OVO account. What to do as help lines are always b usy
Userlevel 7
Hi
I’m so sorry to hear about that confusing email you’ve received. Just to check as you mention the phone number seeming genuine, was this email sent from hello@ovoenergy.com or no-reply@ovoenergy.com?
If so, it sounds like there may have been an erroneous switch request for your supply.
If you haven’t already, it’s worth reaching out to our Support Team to make sure we can put this right. The best contact channels for the team can be found here.
I hope this helps get things sorted - Keep us updated once you’ve managed to speak to the team.
Thanks for reply.
I hope it’s sorted. I managed to get through to Ovo on phone. Initially they asked me to phone Octopus who appears to be the company taking over my account! Nothing to do with me - it is up to Ovo to sort. I said so and to their credit, they have put a bar on Octopus taking my account. Hope it works.
Looking it up I find that no-one can take your account without your permission! But this is not the case if your account details have been mixed up with another person which is what I assume happened.
Hello, so I got a dilemma. I moved into my flat in June, at the time I had letters coming from company A for previous renter, when I tried to open an account with them I got told that my flat is being supplied by OVO energy so I opened an account with them. In july I got billed 300 pounds for energy usage when I didnt use any heating and was working 10hr shifts daily. After that I was in touch with OVO to resolve this issue, but at some point I got a letter from company A that switch will soon take its place, even tho I didn’t initiliaze it or asked for it. I called both companies to cancel the switch, but it took place anyway. So fastforward to september switch took place and now I got a letter from company A that switch finally took its place and in the letter it says
“We’d like to remind you that you don't have to pay the other supplier any money, and can ignore any bills they’ve sent you. If you made any payments to them already, they should refund in full”
I have attached a picture to this post, not sure if it will shown.
What do I do?
Userlevel 7
+1
- Plan Zero Hero
- 6481 replies
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23 November 2022
Just need to clarify something:
- Who is Supplier A? It’s totally OK to name other suppliers here!
- Which supplier do you actually want to be with?
Just need to clarify something:
- Who is Supplier A? It’s totally OK to name other suppliers here!
- Which supplier do you actually want to be with?
Company A is EDF Energy. Should have said mentioned it, but forgot. I am asking because currently I still have a bill with OVO which I am repaying slowly, and would like to stay with EDF since it seems its cheaper with them. After getting letter from EDF that I dont need to pay bills or if u paid they should refund you was wondering how it is possible and will it affect me in any way if I will follow EDF letter?
Userlevel 6
Hey
This sounds like an erroneous transfer.
If your supply was with OVO, and EDF took your supply without your consent an erroneous transfer will need to be raised. This can be raised by either OVO or EDF.
Your supply will then be returned to OVO and billed as though you never left. So, you shouldn’t pay EDF any money.
I’d advise contacting Support to ensure that an erroneous transfer has been raised, as well as EDF to advise the same, and that you never signed up to them.
We’ve got a great FAQ on this topic which you may find helpful:
Hope this helps.
I have had an 'sorry you are leaving us email' and a refund of my credit but I did not request this.
I spoke to someone on the phone immediately and was told this would be dealt with and I'd hear back within 3 days......nothing.
I rang them again 6 days later to be told the first person I spoke to had sent my details to the wrong dept and assured me that he would ensure this is dealt with.
Another 4 days later and still no contact. It is now 16 days since my account was closed in error and I'm no nearer getting it reinstated.
Shocking and diabolical customer service is an understatement.
I hope my latest email to Ovo Complaints is self explanatory. Have phoned and emailed several times over the last three months and sent recorded delivery letter. Energy is still being supplied.
can anybody offer advice, please?
Latest email to Ovo Complaints:
You decided to stop my account some time ago. You sent my sizeable credit balance back to me. I have spoken to your staff in Sunderland, Goa, and South Africa. Nothing stops you from telling me to pay my final bill. Another demand received today. I have never stopped my direct debit payments to you. I want to continue to to receive energy from you. You are the most exasperating company I have ever dealt with. Obviously your top management is incompetent but that should not stop you supplying energy as that is your business.
This is my third email to Complaints at OvoEnergy. Does nobody care?Latest Email. I sent:
You decided to stop my account some time ago. You sent my sizeable credit balance back to me. I have spoken to your staff in Sunderland, Goa, and South Africa. Nothing stops you from telling me to pay my final bill. Another demand received today. I have never stopped my direct debit payments to you. I want to continue to receive energy from you. You are the most exasperating company I have ever dealt with. Obviously your top management is incompetent but that should not stop you supplying energy as that is your business.
This is my third email to Complaints at OvoEnergy. Does nobody care?
Userlevel 6
Hey
This sounds like a very frustrating situation and I’m sorry for the issues you’re having.
It sounds like you’re speaking to our Collections Team who deal with arrears, for your specific issue please call 0330 303 5063 they will be able to re-open your account. If you’re account has been closed in error, there are a few possible causes;
Someone has either performed a ‘move out’ on your account- this could have been someone (usually a neighbor) saying they’ve moved into your property in error, a customer support advisor has done this in error, or it could have been done via the online account.
Or, it may be an erroneous transfer where another supplier has taken over your supply in error.
On your Online Account does it suggest you’ve ‘moved out’? If so, this is easy enough for our Support Team to reverse and make your account accurate again.
If you received any switching communications this is likely an erroneous transfer, we’ll have tp raise this with the other company and get your supply returned to us. We have more about this topic here:
Hope this helps.
Thank you for the reply and advice. Since there seems to be no communication between Ovo departments and the Collections Department only sends out no-reply emails getting out of an infinite loop created by Ovo is difficult.
I have now added Glasgow to my international pursuit of correction of the mistake. After more than an hour on the ‘phone today I have been assured that It has been rectified and I am not to worry. Ovo still supply my energy but until now what must be a simple matter has never been put right. Top management think it easier to bait and bash their customers. All who have promised help in the past have been apologetic, charming, kind, sympathetic and done their best to be helpful. I extend none of those feelings to the top management of Ovo who ought to stress test their systems.
happy 2923.
I have the same problem and have given up with them. I've also been receiving OVO mail correctly addressed but with someone else's name which I have returned unopened to them.
I couldn't be bothered any more. I still have gas and electric so it's their problem 😃. As my D/D has been cancelled I have continued putting that amount away each month and won't have a problem paying the bill when they finally take their fingers out their a***s and rectify it.
I am taking the same view. I have the supply and have done my best to help OVO’s tired management to run their company profitably.
I had another reply that was encouraging from a proper email address so I replied to thank them. I had a reply saying they do not use that email address any more. That seems to imply the company has a death wish that even charity cannot save!
happy new year
If someone is opening an account with the same address as a customer they already have how hard is it to confirm that that person is leaving. E-mail, phone call or even a text...just asking for confirmation....it ain't rocket science, just good business practice.
Instead, no questions asked, they just close the account. Duh !!!!
Happy New Year to you too
Userlevel 6
Hey
That’s a good question,
If an account is closed you should receive an automated email either saying ‘sorry you’re leaving’ if the supply is switching away which would be an Erroneous Transfer. Or, if we’re advised that someone has moved into your property, you should receive communications about the move out process, timeframes for the final bill and it’ll show this on the Online Account.
Have you informed Support that your account has been closed? When you log onto your Online Account what does it show? Can you please attach a screenshot to this thread. Could it be that the letters you are receiving are for a previous tenant/owner?
Hope this helps.
Of course I've tried support, or did you think I just sat in an armchair hoping the problem would rectify itself ? I have spoken to 3 customer advisors, the first took 40 mins to answer, the second 25 mins and the third nearly 50 mins and sent 2 emails detailing the problem yet the matter is still not resolved.
As regards to the mail, are you being serious ? I've lived in MY flat for 12 years, by myself, and didn't start receiving this mail until my energy account was closed. I don't think you need to be Sherlock Holmes to figure out that that's more than just a coincidence.
No, I will not attach any screenshots because I really couldn't be bothered any more. The money is here if OVO want it, but come and get it yourselves. I didn't close the account, I didn't stop the direct debits and I didn't ask for a refund of the credit my account was in. You created the problem so the problem is yours, not mine.
I will politely thank you for your reply but have to be honest and say it has been of no help whatsoever.......which seems to be pretty much par for the course with OVO's customer service
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