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R
Rank 1
Robch
Rank 1
May 7, 2022
Solved

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

  • May 7, 2022
  • 55 replies
  • 829 views

Hi there. Has anyone else out there had the same experience as me. I was checking to see if my latest bill was available on the OVO app when I noticed they were offering me one and two year fixed deals. I innocently clicked on the link to see how much it would be, only to find that I was instantly signed up for a two-year fixed contract which I didn't want. I now have to go through the process of trying to get them to cancel it within 14 days. Is it just me that thinks this is outrageous. Surely there should be a minimum of two steps to allow you to first see the rates they are going to charge you so that you can decide whether it is something you want or not. I am absolutely horrified that OFGEN allows them to do it.

Best answer by Jess_OVO

Updated on 18/09/23 by Abby_OVO

Just wanted to step in here to clarify, an accidental renewal can be cancelled via phone, email or webchat within the first two weeks of your new plan, @Robch and @Louneeleon.

 

It’s disappointing to hear you both found a technical issue with the online renewal feature, this is feedback I shall be passing on to the team. Once notified that you don’t wish to continue with the contract, our Support Team can easily get this reversed so I’m hoping you’ve both managed to get in touch. 

 

Let us know if you need any more help or advice here,

55 replies

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nealmurphy
Newcomer
nealmurphy
Newcomer
July 19, 2022

Glad it’s sorted. Customer service have obviously had more practice at doing this now 😉Maybe they should have a word with the I.T. department?

Looking forward to your post where you do it for a third time 😁

    R
    Newcomer
    rjsimmonds
    Newcomer
    July 19, 2022

    Glad it’s sorted. Customer service have obviously had more practice at doing this now 😉Maybe they should have a word with the I.T. department?

    Looking forward to your post where you do it for a third time 😁

    Well, knowing my old, arthritic fingers, anything is possible! 😂 

      nealmurphy
      Newcomer
      nealmurphy
      Newcomer
      July 19, 2022

      Ironically, I’ve just given you ‘Best Answer’ when I actually meant to like your post, so it’s not just you who presses links accidently! 😁 

        Tim_OVO
        OVO Staff
        Tim_OVO
        OVO Forum Legend
        July 20, 2022

        For anyone else affected by a lack of 2-step verification, vote for this feature here:

         

         

        Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          July 20, 2022

          Ironically, I’ve just given you ‘Best Answer’ when I actually meant to like your post, so it’s not just you who presses links accidently! 😁 

          You have literally no idea how many times I’ve done that by mistake!

          The good news is that @Tim_OVO and @Jess_OVO are always happy to undo such mistakes, either by unmarking the answer, or moving it over to the right comment. I think the user who started the thread can also request that too if memory serves.

          Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
            R
            Newcomer
            rjsimmonds
            Newcomer
            July 20, 2022

            Well, it hasn’t quite been sorted yet. Once again, I have been charged two exit fees within the cooling down period. The first time, the lady took it off immediately. This time the lady said it had to go to another department to be dealt with, and that I should get my refund within 3 working days.

            Ho-hum… That will teach me to speak too soon. 

            M.isterW
            Rank 6
            M.isterW
            Rank 6
            July 20, 2022

            Why are we trying to persuade OVO to introduce 2 step verification? Surely part of treating customers fairly is making it clear what they're signing up to? The company I work for would get hauled up by our regulator if we didn't get confirmation from customers that they understand what they're buying.

             

            Someone in OVO needs a kick up the arse for implementing this on their website.

            1992 4 bed detached house. Solar PV + battery, Zappi EV charger, Mitsubishi Ecodan ASHP and i-life2 fan assisted radiators.... No gas 😊
              A
              Newcomer
              AFreeSpirit67
              Newcomer
              January 6, 2024

              Hi

              I've just been looking at the Fixed Term plans on the website, didn't fancy any of the rates so just moved away.  Now I have just received 2 emails from OVO to say I've signed up for a 1 Year Fixed Plan, with no interaction or agreement from myself.

              Of course I tried calling but what energy supplier works weekends??

              I've fired off an email but from last experience I don't expect I'll get a reply any time soon.

              Anybody else had this issue before?

              Thanks

              Blastoise186
              Super User
              Blastoise186Super User
              Super User
              January 6, 2024

              To be brutally honest… You should probably keep that fix deal. Variable rate prices are likely to go up before they come down.

              Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
              A
              Newcomer
              AFreeSpirit67
              Newcomer
              January 6, 2024

              Thanks for the reply

              I hear what you're saying . . But I wouldn't have picked the Fixed Plan they've dumped me on!

              And besides, I never agreed to make the move in the first place.

              Show more replies
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