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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

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C
Newcomer
Chxrlxttie
Newcomer
March 27, 2024

Thank you :) will flagging get someone to help me? I’m so upset by this 

Blastoise186
Super User
Blastoise186Super User
Super User
March 27, 2024

I can’t 100% promise that. But what it will do is cause more eyes to see this thread - that much is certain. Especially since those eyes belong to people I trust a lot.

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!
C
Newcomer
Chxrlxttie
Newcomer
March 27, 2024

Okay thank you! Do you think this is some sort of mistake or that I do actually owe them something? I’m more upset that if they do think I owe them something that this is the first I’ve heard from them 

Blastoise186
Super User
Blastoise186Super User
Super User
March 27, 2024

Personally, this feels like either a mistake or someone (not OVO) acting fraudulently somehow.

With that being said, once a Forum Volunteer such as myself bites onto a thread and flags it backstage, we don’t get go until we’re happy with the outcome.

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!
C
Newcomer
Chxrlxttie
Newcomer
March 27, 2024

Thank you so much I really appreciate this! 

Chris_OVO
Community Manager
Chris_OVO
Community Manager
March 28, 2024

Hi @Chxrlxttie, 

 

I can appreciate how alarming this must be for you! I would recommend as you haven’t already, to contact our Support Team. You can find how to contact them here. They’ll be able to look into this further for you and keep you updated.

 

Please let us know how it goes. 

 

Renewable energy jokes never get old.
C
Newcomer
Chxrlxttie
Newcomer
March 28, 2024

Small update for everyone. 
OVO have said that the debt is from the date I moved in up until January last year when it was switched to utilita. However I have always been with utilita. 
can there be debt when I use a top up key? If I ever used my emergency credit I paid it off at the shop before my supply was put back on. 
awaiting evidence from the management company of the property 

Blastoise186
Super User
Blastoise186Super User
Super User
March 28, 2024

Debts can rack up on PAYG, mostly if you don’t top-up. I can’t say what happened in this case though - I can’t see those things myself.

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!
C
Newcomer
Chxrlxttie
Newcomer
March 28, 2024

Even if I paid off the emergency credit when I topped up next?

Blastoise186
Super User
Blastoise186Super User
Super User
March 28, 2024

Usually, that’d clear it. But there may have been other debts on the meter from before you moved in that might have still been present somehow.

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!
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