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

That’s what happened to me. I clicked, thinking that I would get the ‘are you really sure you want to do this?’ option. Sadly I did not.

The renewal page certainly could be better. 

Here is my renewal page on the app. 

I think of myself as quite IT literate. 

If you want more info on a particular option you have to click on the little down arrow but seriously that will be very easy to miss for very many people. 

It is also unusual if clicking on the "Renew now“ button doesn't give you any small print to read before confirming your choice. I have never clicked on the button. What happens when you do @Jess_OVO @Tim_OVO 

An update. I never ever got a reply to my email. I was charged two exit fees which, had to be removed as ‘goodwill’. 

Good to hear you got the fees back in the end.

Overall i have been happy with OVO, they could be quicker when i have raised things, but I think all suppliers are under a lot of pressure at the moment.

I think that you are right. Having to ‘merge’ so many SSE customers could not have been an easy task. Once my frozen Billing History is sorted, then hopefully all will be well.

On 13 June whilst researching fixed plans on the app, it appears that I accidentally started a 2 year fix and protect plan.
There was no other step before the new plan was up and running from 14 June. There was no correction/withdrawal option  on the app, I immediately sent emails and after spending some considerable time on the online chat on 15 June my plan was reverted back to standard variable rate from 16 June.

My account now shows £60 in exit fee charges! The accidental sign up for two days has cost £60 despite the regulatory 14 day cooling off period.

The fight goes on! OVO emailed again.

I am not impressed.

Hi @suer

Sorry to hear about your situation. I am just a customer like you. 

Multiple people have raised the same scenario recently.

I agree, the renewal screens could be better

This is a bit of my renewal screen.

It is not particularly clear that you have to click on the down arrow to get more information on each plan and i am relatively IT literate. I am clearly not alone looking at other posts from customers. 

It is also unusual in my experience that there isn't some small print and further details after clicking renew now and then a final confirmation box. 

The others cases we have seen have also had to chase to get the fees returned. OVO are pretty good generally in my experience  compared to the other energy companies, but could be quicker and there are a few mistakes that should really be avoided like the fee issue. 

I have seen others get their fees back after chasing so you shouldn't have any issues. 

Let us know if you have any more queries in the future or issues getting your money back. 

I have flagged @Jess_OVO and @Tim_OVO two of the OVO moderators as we have seen this multiple times now. They are pretty good at feeding back to the appropriate OVO team, so thanks very much for highlighting your case on the forum. It does help. Hopefully something will get done to minimise this happening to others in the future. 

Let us know how you get on

Hi @Jeffus 

Thank you for that, I will keep you updated and hopefully between us we can get this sorted, unnecessary stress for customers when things are worrying enough.

I am in shock! I was scrolling through the fixes on my phone, and by accident my finger slipped and I have managed to sign up for a two-year fix that I don’t want. I was thinking about signing up for a cheaper one-year instead. I really wish that OVO would make it a two-step authorisation process. Why don’t they do this?

I had terrible trouble cancelling my first fix and really don't want to go through all the hassle again. From now on I will only login on my pc, not my phone.

It’s been sorted, and very easily this time. Customer service seems to be improving, so I am happy.