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

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

Hey @SilligP,

Really sorry to hear this matter isn’t yet resolved. 

I’ll get Forum_Support to send you a private message about this.

Hope this helps.  

further to an email from OVO today, saying Sorry you are leaving us which turns out to be an “erroneous Transfer” error, I know this is supposedly a Human Error as I never requested it, what I do not understand is, if I want to send you a message, speak to you via phone, or just have a look at my account, I need to submit my full name, account number, password, and email address. Yet someone can transfer me to another supplier by typing in the wrong Meter Point Number. I think you have problems with either your security or protocols. You should at least check with your customer that this is the case before sending “Sorry you are leaving us” emails, I am now told it will take between 12-18 weeks to resolve, I am not happy with this outcome after spending 1.5 hours on the phone and messaging you about the problem.

Hi all,

wondering if someone could help in the intrim. 
I’ve received today by email that my OVO account is being refunded in credit back to my bank account, then a 2nd email giving me my final bill, I’ve spoken to OVO a helpful chap called Ryan I won’t give out his surname due to data laws, he was extremely helpful in saying that my account has been closed, but I stated that I haven’t given any permission to close my account? The building I’m in is four flats. I informed him of this and emailed him copy of my tenancy agreement as proof of residence, will be emailing him again with my meter readings I have the smart meters, questions I have below

1. is there a issue for accounts being closed due to error/ has this happened before?
2. Will my in credit balance go back into the ovo account
3. will The plan I signed up when I renewed April this year be kept
4. how long will my account to be reactivated with same account number
5. will I have to set up a new Direct debit payment or use existing

Apologies for the long winded problem but am concerned 

kind regards 

dave

Hi @Davo84 , it sounds like you may have an erroneous transfer in progress. 
Here’s some info on that 

There’s another thread talking about a similar situation 

Further to my Erroneous Transfer back in May 2023 which I thought had been resolved, I today receive a letter from e-on complete with my address and Account Number telling me that my tariff has been reduced.

I received no help from either Ovo or e-on, despite everyone telling me I was entitled to compensation, which I was neither offered or received, I suppose I should go to either the ombudsman or Citizens advice bureau, but to be honest for the amount you get the effort is not worth the hassle.

Its a shame really Ovo used to be a nice little energy company back in 2010 when I joined, now they are the same goliath as everyone else. 

Hey @Geoff Dickson,

Sorry to hear this,

An erroneous transfer can take 12-18 weeks to resolve. But if you raised this in May I'd expect this to be resolved by now. 

Typically, the ET would be raised, you’d continue to pay the provider you’re meant to be with (OVO), then once it was resolved we’d bill you as though your supply had never left. 

It may be that the email from E.ON has been sent in error, I’d advise contacting the support team who’ll be able to check on the progress of your ET and confirm if your supply is with OVO on the national database. 

Hope this helps. 

I have been in touch with e-on and they have confirmed that it’s another erroneous transfer , so I suppose I just ignore it, that’s twice in 4 months, am I just unlucky or is it a trend. 
Don’t expect any help from either e-on or Ovo as per last time and still no compensation. 

Hey @Geoff Dickson,

If you get a ‘sorry you’re leaving’ email the best thing to do is contact your supplier who can block the incoming switch. 

This will ensure your supply doesn’t leave erroneously. Please contact the support team as soon as possible. 

As for your previous erroneous transfer it sounds like that has already been resolved. 

I’ve got a letter about final Ovo bill but I’m not leaving