Cooling off within 14 days - Why can't I cancel an accidental renewal on my online account?

There has been some talk of the next price cap being around £800 higher apparently, but at the moment I’ve not been able to verify it through official or truly reliable sources. Either way, sometime in the next month or two may be a good time to consider whether to fix again before things start to creep up again.

Here is the official announcement from Ofgem on the £2800 current estimate for the price cap in Oct 2022

https://www.ofgem.gov.uk/publications/letter-jonathan-brearley-chancellor-and-secretary-state-business-energy-and-industrial-strategy-default-tariff-cap

This also aligns with the latest estimate from Cornwall Insight £2790

I’ve just done exactly the same while browsing and because OVO can’t be bothered to open on a Saturday afternoon i now have to wait until Monday to speak to someone.It shouldn’t be a one touch upgrade and you should be able to cancel it.You have one very unhappy customer 

Hi,

Some of the discussions in this thread seem like things that may come in-scope of the newly added Ideas section of this forum. Please feel free to post a suggestion at https://forum.ovoenergy.com/ideas, use the Ask our members button and set the Topic Type to Idea, or use this direct link.

I think the idea is already being considered, but posting an Idea may allow for things to be more visible on the forum.

It’s all to easy to accidentally click on a.new plan while browsing on a mobile device, 

with no confirmation / are you happy to proceed check box,

I’ve been caught out myself,

I do hope things have moved on since then👀 but if not!

 the good news is, customer service is well prepared to cancel any inadvertent change & roll you back to your previous tariff!

from customer service “you aren’t the first & I doubt you will be the last as this happens all the time”

So customer service are aware that this happens all to often,

so why oh why doesn’t ovo just add a confirmation check box to confirm this tariff change was / is, intentional 👍

I’m loathed to visit the new tariff’s pages in case I inadvertently sign up to something I didn’t want.

Tom…

If you’d like to see this kind of thing be changed, please feel free to check out this Idea post and consider Upvoting it.

Upvoting will result in you getting notified of any updates and may cause OVO to prioritise it.

I’m sorry to say I have done the same as The customers above- seems to be a recurring theme here. As a customer who has been switched by SSE I was looking around at tariffs and without knowing it I’ve got a new two year tariff - twice!.  I didn’t accept or consent to any T&Cs nor was I given any details of my right to cool off - legal requirements under the applicable 2013 regulation and OFGEM guidance. No idea how it happened so perhaps a glitch in the system although from the above it seems not and in 8 months it hasn’t changed but in any event far too easy regardless and no real legal basis for forming a new contract. I then receive an email (actually two identical ones although one is gas and one elec so not a combined deal?) welcoming me to my unwanted rate and giving a 14 day cooling off to allow cancellation and it seems from some of the chat you will charge £30 per service despite being within 14 days. Again not legally correct as no charges should be made and could be seen as a penalty at law.  Finally it says the service starts the next day ie before the cooling period has finished again contrary to legal advice and means I really need to be on the phone first thing so …. I will call tomorrow and see where I get to but someone needs to look at this as its not inline with consumer rights/regulations and as shown above and on other chat headings seems to cause unnecessary distress to consumers. I look forward to a response ie confirmation that this process will be changed. 

I’m so sorry to hear that you were also affected by our current online renewal journey, @ICT.

We appreciate the concern this accidental renewal has caused and want to reassure you that no exit fees would be applied for cancelling this renewal within the first 14 days of signing up. We ‘ve taken on board the feedback we’ve had relating to the lack of an additional confirmation step when viewing renewal options online and have been assured that this is something our developers will be working on in the coming months.

I hope you’ve since been in touch with the Support Team to get this unwanted plan cancelled. Let us know if you need any further help or advice here.

Many thanks for the update and I fully appreciate It developments take time but by the looks of things this has been going on for months and as I say legally it’s not compliant. Yes I was on the phone at 8 and assured that it has reverted without consequence to the original plan but as yet it hasn’t happens. If you could check as I don’t want to have to keep calling and holding again! Thanks 

Hello and it would be good to get some help. The contract changed within seconds but 12 hours later it’s still not changed back despite being told it had been this morning at 8am.