Just been moved from Fixed to Simpler Variable under Energy Price Guarantee scheme. OVO have charged £60 Exit Fees?

Hi @jamesbob75 ,

Just so you know, I’m a forum volunteer.

As I understand things, you will be refunded. You won’t be contacted by the billing team but your account management squad (which is a new service by the way!) will be keeping an eye on things for you and if it doesn’t get resolved as requested, they’ll give the billing team a nudge.

Thanks for the quick response and clarification. I expect it’ll get sorted in due course.

It should be. While you’re here, let me explain how the new account management works. I’ve had it for nearly two years as I was one of the first members to be picked for the trial. Trust me, it’s WAY better than what you normally get!

Rather than you getting through to basically anyone, your account is now managed by a dedicated squad made up of around 10-20 agents and whenever you get in touch, you’ll almost always speak to your assigned squad, which also helps massively improve queue times among other things because you get placed in the queue to speak to that squad which you only share with other members assigned to the same squad, rather than a giant queue with absolutely everyone else trying to get in touch. They’ll get to know you and personalise the service you get over time, along with doing things like keeping track of your active cases and following up on your behalf.

They’re also pro-active, so if they spot an issue with your account, they’ll attempt to get it resolved without you having to do anything and in some cases, you might not even notice.

There’s more to come as well, but I’ll let you discover it over time. :)

Thanks again. I’ll look forward to the new improved management of my account 🙂.

Mine too! I was just coming here to post the same thing. Do I have to contact them to raise the issue or do you think I'll be automatically refunded? 

You should be automatically refunded, but feel free to let OVO know anyway if you wish.

Well done OVO, you have corrected the error and my exit fees have gone, thanks 👍.

I've also been charged this (2 X £30) No sign of a refund though :( 

Regarding support, I hope the above is correct as I've been waiting nearly 4 years for someone to fix my smart meter (no  replies to emails begging for help or call backs)

Hey @vegas22 

Sorry to hear you also experienced this issue.

I’d recommend contacting the Support Team regarding this as it should have been done automatically before now. We don’t have access to accounts here, so you’ll need to contact them about this to ensure you get the refund.

You can also discuss the smart meter with them again. It’s likely they’ll want to run a health check on it so I’ve linked below to the topic pages for both generations of smart meters, take a look and check which yours is, and fill out the details on this form, which will go directly to the team to assess.