How can I cancel an accidental renewal caused by a bug on the online account?

I’m so sorry to hear of your unexpected renewal, @Alsgsi2.

Just to clarify, we’d normally need you to confirm that you’d like to go ahead before signing up to a new fixed plan so I’m wondering if you might have inadvertently clicked renew when browsing the options available. We’ve had reports of similar accidental online renewals so it would be helpful to know if you’ve logged in to your online account or OVO App (download for Android or iOS) so we can flag this to the tech team.

Either way as you’ve got a 14 day cooling-off window we’d recommend reaching out to the Support Team to cancel this new plan, if you’re happy to stay on the variable plan. There’ll be no exit fees applied and you’re able to choose a fixed plan in future, if you decide to.

You are insulting my intelligence if you think I inadvertently click on links. Even if that was so, it should not be possible just with a single click. If you are saying that it only takes one click to sign up to a new plan then this is close to entrapment. There should be a process after the renew now link. 

As mentioned in my previous reply, my thoughts on the matter have been submitted to OVO privately via secure channels. I’m not in a position to reveal further details because I consider them under NDA at this time.

I’m afraid for the time being, I will also need to withdraw from threads like this one until after I hear back from OVO.

Ok.. so, after finally getting through on the phone, they have put me back on the plan that I was on previously. However, they are now charging me an exit fee of £60 for exiting the fixed term plan even though I did not consent to going on it in the first place, plus it was inside the cooling off period!!🤣 

What is the date on the original email you got to say you were being put onto a fixed rate plan? 

1 st of June. After 2 hours on the phone I think it is all sorted. I`m just amazed it happened in the first place🙄

So did OVO still charge you 60 pounds to exit as that is less than two weeks ago? 

Yes, they did initially. £30 pounds for each fuel. I spent an hour on the phone trying to get it rectified. I thought I had succeeded at first only to notice that they had only refunded me £30 and not £60. Then spent another hour on the phone going through the whole process again!

Got there in the end. Don't think I`m going to be an Ovo customer anymore come October😔

Good to hear you got it sorted. 

From my experience OVO are usually pretty good, but it can sometimes take a while to sort some things out. I am not sure many other energy companies are different currently. 

I have been an OVO customer just over a year and will continue if the pricing is competitive. 

Yes, mistakes can happen, but this is something that should be sorted in a couple of minutes. I'm always surprised when I hear of problems like this of how long it takes on the phone to rectify. Glad you eventually got it sorted and for being to patient.