Skip to main content
T
Rank 2
TOBYBOBBEY
Rank 2
December 5, 2023
Solved

I'm PAYG- Why are Collections saying I'm in debt?

  • December 5, 2023
  • 33 replies
  • 2275 views

I have just received a letter from a collections agency regarding my old SSE account.

when i joined OVO it seems my account was migrated to them with an enormous debt.

this is all new to me, i had a PAYG meter and have for years,i was always led to beleive that any debt incurred would be included in my weekly top ups!!

In trying to contact collections at OVO they are useless.

they pass your problem around and then put the phone down,i want to talk to someone who can really help!!!!

any suggestions will be gratefully received.

Best answer by Abby_OVO

Hey @TOBYBOBBEY 

 

Sorry to hear about this issue.

 

I do feel like Jeffus has given some really solid advice above, and I’d definitely get in touch with the Support Team. They can freeze the debt while you have a complaint ongoing, hopefully they come to a solution for you soon, but if the meter is still PAYG, then they should be able to apply it to the meter so that it does get chipped away like you said in your original post, or they can set up a payment plan.

 

It may also be worth checking the meter readings on the bill are correct and accurate, and that they’re not estimated, as you also don’t want to be paying anything you don’t actually owe.

 

Jeffus also mentioned the Priority Services Register, which I’d really recommend getting added to if you haven’t already signed up.

https://www.ovoenergy.com/help/article/priority-services-register

https://www.ovoenergy.com/register-for-priority-services

 

Let us know how you get on with Support today, I’ll make sure to check back in on this topic to see how things go.

33 replies

Jeffus
Rank 20
Jeffus
Rank 20
December 5, 2023

Hi @TOBYBOBBEY 

Sorry to hear that. I am just a customer like you. Unfortunately you are not alone in having an issue regarding the SSE migration, including those with pre payment meters.

Do you mind saying how much the debt was and when you were migrated?

If you feel you have exhausted chatting to collections you could put in a complaint if you haven't already 

https://www.ovoenergy.com/feedback

Then after 8 weeks or a deadlock letter you can ask the Energy Ombudsman for help 

https://www.energyombudsman.org/

If you post how you get on it may help other customers in similar situations.

    T
    Rank 2
    TOBYBOBBEYAuthor
    Rank 2
    December 5, 2023

    its over £1000!!!!

    also its really worrying as i am my wifes carer and she is disabled,just dont need this too.

    thanks for the reply 👍

    Jeffus
    Rank 20
    Jeffus
    Rank 20
    December 5, 2023

    its over £1000!!!!

    also its really worrying as i am my wifes carer and she is disabled,just dont need this too.

    thanks for the reply 👍

    Hi @TOBYBOBBEY 

    Ask OVO to freeze the collection process while the complaint is ongoing. They should do this automatically.

    If you haven’t already sign up for the priority service register as this should help when ovo staff see it.

    https://www.ovoenergy.com/help/article/priority-services-register

    https://www.ovoenergy.com/register-for-priority-services

    I have also flagged the ovo moderators as you are vulnerable customers.

      T
      Rank 2
      TOBYBOBBEYAuthor
      Rank 2
      December 5, 2023

      many thanks.😁

      T
      Rank 2
      TOBYBOBBEYAuthor
      Rank 2
      December 5, 2023

      how do i ask OVO to freeze the debt,cant get throught to anyone for help,all bloody useless!!

      Jeffus
      Rank 20
      Jeffus
      Rank 20
      December 5, 2023

      how do i ask OVO to freeze the debt,cant get throught o anyone for help,all bloody useless!!

      Probably best to wait till the morning now when the OVO moderators will be around @TOBYBOBBEY 

      I will prod them if they don't reply to your post.

        T
        Rank 2
        TOBYBOBBEYAuthor
        Rank 2
        December 5, 2023

        many thanks for all your help.👌

        Abby_OVO
        Community Manager
        Abby_OVOSolved
        Community Manager
        December 6, 2023

        Hey @TOBYBOBBEY 

         

        Sorry to hear about this issue.

         

        I do feel like Jeffus has given some really solid advice above, and I’d definitely get in touch with the Support Team. They can freeze the debt while you have a complaint ongoing, hopefully they come to a solution for you soon, but if the meter is still PAYG, then they should be able to apply it to the meter so that it does get chipped away like you said in your original post, or they can set up a payment plan.

         

        It may also be worth checking the meter readings on the bill are correct and accurate, and that they’re not estimated, as you also don’t want to be paying anything you don’t actually owe.

         

        Jeffus also mentioned the Priority Services Register, which I’d really recommend getting added to if you haven’t already signed up.

        https://www.ovoenergy.com/help/article/priority-services-register

        https://www.ovoenergy.com/register-for-priority-services

         

        Let us know how you get on with Support today, I’ll make sure to check back in on this topic to see how things go.

        Currently Playing: She's Electric
          T
          Rank 2
          TOBYBOBBEYAuthor
          Rank 2
          December 6, 2023

          Many thanks will try 😁

          T
          Rank 2
          TOBYBOBBEYAuthor
          Rank 2
          December 6, 2023

          By the way,how do I contact someone when there phone service is useless,I appreciate your advice, however when it comes to getting solid help it's left severely wanting.maybe you have a direct number for someone??:cheers 

          Show more replies
          Terms & ConditionsAccessibility statement

          OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

          OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

          OVO (S) Gas Limited is part of OVO Group Ltd