Why did I get a 'Sorry you're leaving' email when I don't want to switch from OVO?

Nice one @DWSNorfolk 

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

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?

Hey @PeterHills,

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 

Hey @SilligP,

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.