Skip to main content
J
Rank 1
jamesbob75
Rank 1
October 3, 2022
Solved

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

  • October 3, 2022
  • 16 replies
  • 533 views

I’ve just been moved from a higher Fixed rate to a lower Standard Variable rate under the Gov’s EPG scheme. However when I checked my latest payments OVO have charged me two £30 Exit Fees. I got in contact with the Help Centre online and they replied that ‘this is an error we are aware of, all we need to do is raise a case to billing, as you account is under account management 27’.  I’m still waiting on billing to contact me.

I’ve put this on the Forum in case others are affected. Check your latest payment carefully!

 

    Best answer by Emmanuelle_OVO

    Updated on 19/10/23 by Abby_OVO: 

     

    For all of the most up-to-date information on the Energy Price Guarantee and the Price Cap, check out this topic:

     

    Support available for customers who may be struggling with their bills

     

    Customer support package and where to apply. 

    What to do if I can’t afford my energy bills?

     

    Hey @jamesbob75 and @PoppysMama,

     

    Sorry you’ve been affected by this issue. 

     

    Just wanted to re-assure you, this is a known problem and we are getting this rectified.

     

    I think due to the sheer volume of contract changes OVO are processing at the moment some customers have slipped through the net and been affected by erroneously applied exit fees. 

     

    Your exit fees should be reversed and won’t appear on your next bill.

     

    Hope this helps. 

     

    16 replies

    Show previous replies
    V
    Rank 2
    vegas22
    Rank 2
    May 25, 2023

    @Abby_OVO thank you for your reply.

    Regarding the meter, I've pretty much given in trying now (rang countless times over the years, sent an email literally begging them to help and explaining how it was impacting my life) but I've not had anything back. Was actually going to ring octopus to see if they could help as the last time I rang OVO I left the call completely exhausted with no result (or really any impression the person cared). Total opposite of what they used to be like.

    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    May 26, 2023

    Hi @vegas22 

     

    I’m really sorry to hear this, it’s not what we want to hear at all.

     

    Keep us updated with how you get on with this.

    Currently Playing: She's Electric
    V
    Rank 2
    vegas22
    Rank 2
    June 14, 2023

    @Abby_OVO just an update to let you know someone from OVO finally replied to my email. They said I didn't need to worry and someone would be in contact to fix the meter ……

    Sadly, I've not heard anything since.

    Do you know the official complaints email? I'm being held hostage by OVO now as I can't even switch to anyone else as I can't provide a current reading (spoke to octopus who confirmed I can't move until OVO fix the issue).

    Such a stressful and depressing experience.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    June 14, 2023

    It’s listed at https://ovoenergy.com/feedback 

    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!
      V
      Rank 2
      vegas22
      Rank 2
      June 14, 2023

      @Blastoise186 thank you. I’ve CC’d them in on the e-mail. Frustrating how I have to work with ofgem / onbudsman to get something that should be so simple fixed.

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      June 15, 2023

      Hey @vegas22 

       

      I’m really sorry to hear about this experience.

       

      It’s a shame you’ve had to take those next steps but I do hope that this helps get things resolved for you. Do keep us updated with how you’re getting on with this along the way, it may be helpful for others in future, or for us to feedback to teams for improvement. 

      Currently Playing: She's Electric
      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