Why did I get a 'Sorry you're leaving' email when I don't want to switch from OVO?
Best answer by Tim_OVO
Updated on 14/07/25 by Ben_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.
Well, I sincerely hope it's not! I'm stressed enough preparing to relocate. What I don't understand is I have not initiated anything with any other supplier. Also, to receive such an announcement fairly late on a Saturday night when I can do nothing about it is really off. It came from OVO. I have been forensically examining the process in my head, going through the call with OVO to say I wanted to remain loyal to OVO. The agent even said they would call me five days before the entry date, even providing a specific time for the call. I just don't understand but feel there is something dodgy going on somewhere!
+8- Super User
It’s almost certainly a case that someone else initiated the switch without your permission - you’ll never find out who I’m afraid. OVO merely alerted you about the switch request as per industry rules, but they won’t know who did it - that is known only to the gaining supplier.
As it sounds like a fraudulent switch request, OVO can kill it pretty fast - they’re well versed in dealing with these.
Just make sure to do so ASAP so you can then close the account properly after you move out.
I think OVO could do with making their communications clearer. After an hour and forty minutes between chat and phone first thing, it turns out it is the people moving into my home who do not want OVO, hence the change of supplier. This was far from clear, however and very stressful and time-consuming to resolve. All it needs in e-mails referring to changes of occupants and their preferred supplier is, "You have nothing to worry about/do!"...if this information is relevant to an existing customer at all!
+8- Super User
This is NOT the way to do it - you need to Object anyway since YOU currently have control of the supply. The folks who want to move in are NOT legally authorised to rip it away from OVO at this time.
Did you manage to object?
+8
Was too exhausted to remember to object and it was not offered, but there is a call logged on the 6th to go over everything and I'll be sure to do it then. Thanks.
+4Hey
I’m really sorry to hear about your stressful experience! Julia is absolutely right—the new property owners shouldn’t be trying to take over the supply before they officially own the place. To help you out, we’ve put together a guide on what to expect when moving into a new property, and you can check it out below. We genuinely hope the rest of your move goes smoothly, and remember, if you have any more questions, the community is here and happy to help!
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